<p style="text-align: center;"><strong>ISTRAŽIVANJE: KVALITET PRUŽANJA USLUGA – PERCEPCIJA JAVNE UPRAVE OD STRANE GRAĐANA RESEARCH: QUALITY OF SERVICE PROVISION - PUBLIC ADMINISTRATION PERCEPTION BY CITIZENS</strong></p>
UDK: 001.87:-021.465:3.07
<p style="text-align: center;"><strong>Emina Trako</strong></p>
<p style="text-align: center;">Fakultet za upravu – pridružena članica Univerziteta u Sarajevu</p>
<p style="text-align: center;">e-mail: emina-trako@hotmail.com</p>
<strong>SAŽETAK</strong>

Reforma javne uprave, zajedno sa vladavinom zakona i ekonomskim upravljanjem, predstavljaju pitanja od presudne važnosti za provedbu pravila i standarda Evropske Unije. Javna uprava ima ključnu ulogu u procesu integriranja Bosne i Hercegovine u Evropski Uniju. Stoga, javna uprava mora da bude efikasna, efektivna, ekonomična, otvorena i transparentna, te dostupna građanima. Savremena javna uprava ima kvalitet servisa građana koji unaprijeđuje pravni, politički i privredni život zajednice, odnosno treba da gradi percepciju i imidž građanski orijentirane javne uprave (˶citizen-centred public administrationʺ).
<strong>KLJUČNE RIJEČI</strong> javna uprava, reforma javne uprave, kvalitet pružanja usluga, korupcija, politizacija, birokratizam, formalizam, složenost administrativnih procedura, upravni kapaciteti, ljudski potencijali, građanski orijentirana javna uprava
<strong>SUMMARY</strong> Public Administration Reform, together with the rule of law and economic governance, are issues of crucial importance for the implementation of EU rules and standards. Public administration plays a key role in BiH’s integration process into the European Union. Therefore, public administration must be efficient, effective, cost-effective, open and transparent and accessible to citizens. Modern public administration has the quality of citizen service
that promotes the legal, political and economic life of the community. It has the image of a citizen-oriented public administration.
<strong>KEY WORDS</strong> public administration, public administration reform, quality of service delivery, corruption of civil servants, bureaucracy, complexity of administrative procedures, unqualified human resources in the civil service, civil service insufficiently orientated towards citizens.