4 July 2025, Podgorica, Montenegro

The panel discussion titled “Quality as the Key to an Efficient Public Administration: Benefits and Practical Examples” was jointly organised by the Ministry of Public Administration of Montenegro and the ReSPA, with the aim of showcasing concrete benefits of quality management tools—especially the Common Assessment Framework (CAF) and ISO standards—for building efficient, transparent, and citizen-oriented public institutions. The panel is organized as part of the ReSPA on-demand support mechanism in Montenegro implemented by the Ministry of Public Administration toward the realization of PAR Strategy objectives.

The panel was opened by Marash Dukaj, Minister of Public Administration of Montenegro, who stressed the importance of a systematic and user-focused approach to public service reform and the role the Ministry of Public Administration has in promoting and coordinating quality management in public administration. Mr. Dukaj underlined that the Ministry of Public Administration was recently awarded the CAF Label, being the first public administration organization in Montenegro to complete this quality model and obtain the recognition.

Maja Handjiska Trendafilova, Director of ReSPA, underlined that: “Quality is no longer a luxury-it is a necessity in the era of digital transformation and growing expectations from citizens and businesses. When public institutions embrace quality standards such as CAF, they not only increase transparency, efficiency, and accountability, but also rebuild trust and create better outcomes for all.  ReSPA strongly believes that institutions which invest in quality become more reliable, reputable, and better prepared for EU membership. We are proud to support Montenegro’s strategic path toward excellence, and I hope today’s exchange will inspire more institutions to embark on this journey of continuous improvement.”

The discussion was moderated by Tihana Puzić, Quality Management Expert for Public Administration, and gathered panellists from various levels of governance and sectors:

• Marija Hajduković, Director General for Strategic Planning, International Cooperation and IPA Funds at the Ministry of Public Administration of Montenegro, presented national experiences and lessons learned in CAF implementation;
• Prof. Dr Aleksandar Vujović, President of the Quality Coordination Board at the Chamber of Economy of Montenegro, reflected on the synergies between public administration and the business environment through quality frameworks and the importance of quality standardization;
• Jelena Vučeraković, representative of the Municipality of Bar, shared a local government perspective and experience in the certification process, lessons learned and benefits;
• Jelisaveta Tasev, Programme Manager at ReSPA, highlighted regional initiatives for institutional quality enhancement highlighting the examples of good practices;
• Goran Paštrović, CAF implementation expert, addressed the importance sustainable quality management in public institutions in light of adaptability and existing trends.

The session included an open forum for audience interaction, where participants exchanged views on how to strengthen the quality of public services in Montenegro, discussing the relationship between CAF model and ISO standards applicable in the public sector.

The panel concluded with closing remarks and a networking session, reinforcing the message that quality is a shared responsibility—and a strategic tool—for advancing public sector reform and regional integration.