This three-year program assisted 11 municipalities in Northeast Bosnia to improve services to citizens by streamlining administrative procedures and introducing a customer-service orientation to municipal staff.
Local administration was improved through the opening of One Stop Shops and Citizen Information Centers in each municipality. These offices offer a professional environment for citizens to obtain and register official documents, and to obtain information on a variety of municipal services and procedures as well as other public information. Bottlenecks of citizens waiting for hours to obtain routine documents such as permits and birth or death certificates have been eliminated by the use of a computer-based case-management system. The municipalities have entered data from 45 years of records into these customer-service systems. These reforms have streamlined administrative processes, reduced confusion and waiting times, and eliminated opportunities for corruption.
