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SIGMA › By Expertise › Service delivery
5-December-2022
English
Service design and delivery in the European Neighbourhood Policy East region (SIGMA Paper No.64, December 2022)
ENP East countries have been engaged in improving service delivery for citizens and businesses for some time. This report outlines the design and delivery of public administrative services in Armenia, Azerbaijan, Georgia, Moldova and Ukraine, the general service delivery framework(s), institutional set-up and practical implementation. It also presents a comparative analysis of a set of life events and highlights inspiring practices.
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17-October-2022
English, PDF, 623kb
Administrative service delivery in Ukraine in the context of war
This paper describes how the system of administrative services in Ukraine responded to difficulties imposed by Russia's war against Ukraine: how related needs were addressed, compromises between interests of security and agility and legal certainty, transparency and the participation and comfort of users. It examines lessons learned both for Ukraine and for others willing to build a reliable and resilient system of service delivery.
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16-February-2022
English, PDF, 2,144kb
Regional Overview Western Balkans Monitoring February 2022
This 2022 Regional Overview provides the main developments made by Western Balkans administrations in all areas of the Principles of Public Administration following the 2021 SIGMA monitoring exercise.
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15-February-2022
English, PDF, 1,002kb
Summaries Monitoring Reports 2021 Service Delivery
This Summary provides the main developments made by Western Balkans administrations in the Service Delivery area of the Principles of Public Administration following the 2021 SIGMA monitoring exercise.
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30-November-2021
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Monitoring Report 2021 Serbia
This 2021 Monitoring Report for Serbia provides the main developments made by this SIGMA partner in all areas of the Principles of Public Administration.
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30-November-2021
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Monitoring Report 2021 Republic of North Macedonia
This 2021 Monitoring Report for North Macedonia provides the main developments made by this SIGMA partner in all areas of the Principles of Public Administration.
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30-November-2021
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Monitoring Report 2021 Montenegro
This 2021 Monitoring Report for Montenegro provides the main developments made by this SIGMA partner in all areas of the Principles of Public Administration.
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30-November-2021
English, PDF, 1,976kb
Monitoring Report 2021 Kosovo
This 2021 Monitoring Report for Kosovo provides the main developments made by this SIGMA partner in all areas of the Principles of Public Administration.
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30-November-2021
English, PDF, 2,221kb
Monitoring Report 2021 Albania
This 2021 Monitoring Report for Albania provides the main developments made by this SIGMA partner in all areas of the Principles of Public Administration.
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31-May-2021
English
Implementation of the laws on general administrative procedure in the Western Balkans
SIGMA's comparative analysis of the implementation of the new laws on administrative procedures in the Western Balkans examines their compliance with key international standards on good administrative practice established by the Council of Europe recommendations and resolutions, the Charter of Fundamental Rights of the European Union and the Principles of Public Administration.