The Gray Book of Public Services
The Gray Book of Public Services

Author(s): Katarina Tadić, Milena Lazarević
Subject(s): Civil Society, Public Administration, Public Law, Government/Political systems
Published by: Centar za evropske politike CEP
Keywords: Gray Book; Public services; Access to services; Public administration reform; Citizen satisfaction; Service quality; Accountability;
Summary/Abstract: This is the Grey Book of Public Services in Serbia, product of the two-year project “Partnership for Public Administration Reform and Public Services in Serbia – PARtnerships“, implemented by the European Movement in Serbia and European Policy Centre from May 2016 till May 2018, on the territory of Serbia, in cooperation with twelve local partners and supported by the US Agency for International Development (USAID). The goal of the project is to contribute to citizen-oriented public administration reform through (1) broader participation of civil society organisations in monitoring the progress of public administration reform, as well as in developing quality proposals for improving evidence-based policies; (2) establishment of two-way communication between citizens and relevant authorities; (3) ensuring reliable information on citizens’ satisfaction with most frequently used and most widespread services from three different areas, as well as on the quality of policy making; (4) providing recommendations for improvement of public services and public administration system. The goal of the Grey Book is to present the most important results of conducted research and to offer a specific set of recommendations for improvement of public service delivery.

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