This conference will be organised in cooperation with the Quality of Public Services Project. The conference will address the critical issue of quality management approach to the organisation, management and delivery of public services. It targets high ranking officials, public servants, representatives of civil society and those involved in quality management in the public sector in the region. The representatives from civil society will provide insights from the services users’ perspective on service quality in the public sector. The conference will also examine a number of methodologies used to manage quality in the EU and the Western Balkans states’ public sector. The speakers will address the systems currently used such as total quality management, excellence through people, the common assessment framework (CAF) and balanced scorecards. Through discussion, the participants will try to identify the most appropriate quality management systems for administrations in the region. Conclusions of the meeting will include a demand of ReSPA members for further capacity building process.