RESEARCH: QUALITY OF SERVICE PROVISION – PUBLIC ADMINISTRATION PERCEPTION BY CITIZENS

ISTRAŽIVANJE: KVALITET PRUŽANJA USLUGA – PERCEPCIJA JAVNE UPRAVE OD STRANE GRAĐANA

RESEARCH: QUALITY OF SERVICE PROVISION – PUBLIC

ADMINISTRATION PERCEPTION BY CITIZENS

UDK: 001.87:-021.465:3.07

Emina Trako, student

Fakultet za upravu – pridružena članica Univerziteta u Sarajevu e-mail: emina-trako@hotmail.com

SAŽETAK

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).

                               KLJUČNE RIJEČI

javna uprava, reforma javne uprave, kvalitet pružanja usluga, korupcija, politizacija, birokratizam, formalizam, složenost administrativnih procedura, upravni kapaciteti, ljudski potencijali, građanski orijentirana javna uprava

                            SUMMARY

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.

KEY WORDS

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.