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ZP “Elektrodistribucija” a. d. PALE , Pale , Bosnia and Herzegovina
Vlada Republike Srpske, Ministarstvo uprave i lokalne samouprave , Banja Luka , Bosnia and Herzegovina
In the present way of working and doing business there is a growing need and there are demands of the user for better, faster, cheaper and also for different kind of service. There are increasing demands for ensuring the availability, confidentiality and integrity of information that appear in most diverse forms. The comprehensive and inevitable changes that are expected in Republic of Srpska (Bosnia and Herzegovina) in the next period primarily involve changes in the way the public administration works. New trends, new ways of doing business require different needs of the users of public services. The public sector has to open itself to the influence of the market and to intergrate the methods of work of the private sector into its own work. Accepting the basic concept of quality and by treating the citizens and other users of their services in a different way, work of the public administration has to be better, faster and cheaper.The emphasis in this paper is put on the implementation of quality that can ensure the satisfaction of the customer and all the citizens as well as their partner relationship whish leads to the more efficient and quality service. In this paper, we look at the necessary change towards quality and efficient and cheaper work of one administration in the segment of the reform of the public administration, better service and cheaper work with the implementation of quality standards and business intelligence. We look at the experiences of some countries, their system of reform of the public administration, their achievements and their positive experiences to try to adapt to our conditions, our work and understanding of the reform and more effective serving. We follow CAF tools, the system of implementation of ISO standards and the quality in public administration with the aim to propose new models which can make the reform of public administration in Republic of Srpska (Bosnia and Herzegovina) feasible with the mutual satisfaction of the provider and the user of the service. We perceive some of the proven methodologies of the implementation of standards and we give recommendations on how to achieve it in this region.
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