Advancing Quality Management in the Western Balkans: Achievements and collaborations


Over the span of 24 months, the Regional Quality Management Centre (RQMC) within the Regional School of Public Administration (ReSPA) has undertaken numerous initiatives to promote and support Quality Management (QM) across Western Balkan countries. Strengthening its capacities through effective collaboration with key partners such as the European CAF Resource Centre at EIPA, the Austrian CAF Centre and KDZ, and OECD – SIGMA, the RQMC has played a pivotal role in assisting public administrations in enhancing their capacities to implement quality management tools and systems. This has been achieved by leveraging regional experiences and facilitating the sharing of best practices.

Highlights of RQMC activities

  1. Periodic Regional Quality Management Analysis: the RQMC conducted an update to the 2017 “Quality Management in Public Administration and Public Services in Western Balkans-Baseline Analysis.” This assessment serves as a guideline for RQMC’s ongoing activities.
  2. Support to Macedonian Ministry for Information Society and Administration: the RQMC supported the Macedonian Government in developing a policy document titled “National Quality Management Plan in the Public Sector 2023-2025.”
  3. Support to Ministry of Public Administration of Montenegro: support was provided through technical assistance by EIPA experts for drafting the QM Roadmap and convening the QM workshop within the QM Conference for Montenegro.
  4. Successful CAF Implementation Projects: seven projects were successfully executed:
    1. Bosnia and Herzegovina: the Public Administration Reform Coordinator’s Office (PARCO)
    2. The Civil Service Agency of the Republic of Srpska
    3. The Civil Service Agency of the Federation of Bosna and Herzegovina;
    4. North Macedonia: the Ministry of Information Society and Administration
    5. North Macedonia: The Ministry of Agriculture, Forestry and Water Economy, and State Commission for Prevention of Corruption
    6. Montenegro: the Ministry of Public Administration
    7. ReSPA and its demonstration of the broad impact of RQMC’s initiatives within Western Balkan countries.
  5. Implementation of the PEF procedures: RQMC started with implementing the PEF Procedures, with mentoring provided by the Austrian CAF Centre/KDZ, by accepting six applications and awarding two CAF Effective User Labels so far.


Insights from Stakeholders

Biljana Ivanovska, President of the State Commission for Prevention of Corruption (SCPC) in North Macedonia:

I consider CAF 2020 as exceptionally vital for any institution. Engaging in self-assessment, a crucial component of CAF, provides a valuable opportunity for objectively reassessing all SCPC’s processes. The involvement of both staff and management, through the formation of a self-assessment working group, brings a special dimension of dedication to the entire process. Successfully implementing self-assessment has led to the identification of measures aimed at improving the institution’s operations, with a specific emphasis on maintaining integrity and preventing corruption.”


Kenan Avdagić, CAF national correspondent at the Public Administration Reform Coordinator’s Office, Bosnia and Herzegovina:

We had implemented the third cycle of CAF with support of our friends from ReSPA, and we have continued to improve our organisation, especially with the introduction of innovation. Some of the innovations are an introduction to Agile methodology and becoming a 100% transparent organisation to all our stakeholders”


As we reflect on these accomplishments, we strive to strengthen even further it is evident that RQMC’s endeavours have significantly contributed to the advancement of Quality Management practices in the Western Balkans. Looking ahead, the collaborative spirit and commitment to excellence will undoubtedly continue to shape the region’s public administration landscape.

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