“Support to Improve Citizen-Centric Public Service Delivery in Albania” Project funded by EU (2017 - Ongoing)

The EU funded project “Support to improve citizen-centric public service delivery”(IPSD) is part of the reform of public services delivery which is being driven by the initiative “Innovation against Corruption: Building a Citizen Centric Service Delivery Model in Albania” undertaken by the Government of Albania since 2014. The project is implemented by a Consortium including Humelica (leader – Belgium), GOPA Consultants (Germany), ICON-Institute (Germany) and IDRA Research & Consulting (Albania). The main objective of the programme is to further strengthen citizen-centric public service delivery in Albania and creating a sustainable Business Model for public service delivery in Albania. The project aims to:

  • support the public administration reforms (PAR) with particular attention to strengthening the capacities of the Agency for the Delivery of Integrated Services (ADISA)
  • providing institutional and administrative capacity building to the Agency for the Delivery of Integrated Services (ADISA) in order to further support citizen-centric public services in Albania.

The project’ results will be improved public service delivery in Albania by undertaking a legal-structural reform which will result in the integration and digitalization of public services. It will be achieved by performing project tasks which are grouped according to 6 project content related components as presented below:

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During a period of 18 months (June 2017  to November 2018), the project will support and work closely with ADISA on reviewing the legal framework on service public delivery, applying regulatory impact assessment for proposed legal change, designing a methodology on institutional corruption risk assessment and apply it for selected institutions, developing data platforms and collecting information from institutions to further update the inventory of public services in Albania; setting up performance measurement systems for ADISA’s operations and Integrated Service Centers; assessing organizational functioning of Integrated Service Centers and preparing manuals of operations; designing a business model for ADISA’s overall operations; increasing the capacities of ADISA to handle the reform by organizing study tours and a series of trainings in project and change management, public service delivery standards, and communication skills.

The planned interventions will contribute in improving public service access and quality for citizens and businesses. It will also will contribute to the efficiency increase in the Albanian public administration as well strengthening the rule of law and fighting against corruption. The project has finished the inception phase and started the implementation period.