With its second Common Assessment Framework (CAF) cycle completed and 95 improvement actions identified, the Republic Agency for the Peaceful Settlement of Labour Disputes (RAMRRS) is turning a culture of continuous improvement into an ambitious roadmap for better, more accessible and citizen-centred public services. The Agency proves that excellence in public administration is not a destination - it is a continuous commitment to doing things better, listening more closely and delivering greater value to citizens.

Having completed its second Common Assessment Framework (CAF) cycle, the Agency is building on its established commitment to quality management, innovation and organisational learning - and setting an ambitious course for its next stage of development. As the first institution in Serbia to receive the CAF Effective User label, it has already demonstrated its dedication to European standards of public sector excellence. The completion of its second CAF cycle marks another important milestone: a renewed opportunity to assess progress, identify areas for improvement and translate insights into concrete action.

The process was implemented with the support of the ReSPA through its On-site Trainings and Workshops Mechanism, reinforcing the importance of peer learning, expert support and European cooperation in strengthening public institutions. 

At the heart of the process was a comprehensive assessment of the Agency against all nine CAF criteria. Led by Director Dr Ivica Lazović, the CAF Self-Assessment Group brought together Dragana Andonovska, CAF Coordinator, Miloš Prokić, Jelena Golubović, Marina Čukanović Bogdanović, Biljana Stojić, Jelena Jovanović and Ljubica Novaković.

Over several months, the team engaged in assessment, discussion and consensus-building, examining the Agency’s performance, organisational practices and opportunities for further development. With the expert support of Goran Paštrović and Slaven Bukarica, the process resulted in 95 identified improvement actions - a practical foundation for the Agency’s development in the years ahead.

The results are encouraging. RAMRRS significantly outperformed the average results of CAF users across Europe and demonstrated notable progress compared with its first assessment cycle. Yet the most important outcome is not a score or a comparison. It is the clarity of purpose that comes from understanding where an organisation stands - and knowing what it needs to do next.

The improvement agenda also includes quick wins: practical measures that can be implemented in a short timeframe and with limited resources, allowing the Agency to turn assessment into visible progress.

The next three years will focus on translating the findings into tangible organisational improvements and better services for citizens, employees and other stakeholders.

RAMRRS has identified several strategic priorities: accelerating digital transformation to make services more accessible, efficient and responsive; strengthening partnerships across Serbia and the region to encourage knowledge exchange, cooperation and the sharing of effective practices; making better use of data and user feedback to support evidence-based decisions and continuously improve service delivery; investing in people and organisational learning by strengthening employee engagement, knowledge-sharing and the capacity to adapt and increasing the visibility and accessibility of services so that citizens, employers and employees are better informed about the opportunities offered by peaceful labour dispute resolution. These priorities reflect a broader ambition: to strengthen the Agency’s ability to provide timely, high-quality and citizen-centred services while fostering a culture of dialogue, trust and peaceful resolution of labour disputes.

The successful completion of the second CAF cycle reinforces an essential message: sustainable improvement in public administration cannot be achieved through methodology alone. It requires committed leadership, engaged employees, honest reflection and a shared determination to turn identified challenges into opportunities.

With 95 improvement actions identified and a clear three-year agenda ahead, RAMRRS is ready for its next chapter - moving from assessment to action and from organisational ambition to better public services. The journey towards excellence continues.