ReSPA Quality Management Centre (RQM)


We are devoted to improving management and citizen-oriented public service delivery

As a Regional Quality Management Centre, we in ReSPA, especially in Quality Management Working Group support Western Balkan countries to improve the quality in delivering citizen-oriented services, including accessibility and digitalization.

Our objective is to find the optimal way to improve management in public administration, to simplify the organizational processes and to design and deliver the best citizens and businesses-oriented public services.

Quality Management (QM) is one of the crucial pillars of our expertise. We are focused on assisting in developing the quality of public services among WB countries. Therefore, the attention is given on design and conduct of regional analysis on quality of public administrations & services and looking for challenges and solutions to be elaborated and implemented regionally. 

In this endeavour, we intend to be a proven partner to WB governments by providing inspiring examples and by identifying critical challenges during the long-term process of quality management in public administration & services improvement. It will remain as one of our milestones in the years that come. That means reduced queues in public service receptions, reduced corruption and bureaucracy, guaranteed equality among citizens, decreased service obtainment time and improved government transparency.

In the past three years, the primary focus has been given to the QM methodological tools and instruments such as TQM (Total Quality Management), CAF (Common Assessment Framework) and others.

In June 2020 the CAF centre of KDZ – Center for Administrative Research awarded our institution with "Effective CAF-USER" Label as proof of our overall excellent institutional performance. This prestigious award comes as a recognition of the commitment and enthusiasm of the entire ReSPA team, after more than two years of CAF implementation within ReSPA. 

"Effective CAF-USER" Label will be an additional motive for the whole ReSPA team to share our knowledge and experience to further potential CAF users in the Western Balkans region.
Being aware that PEF process is proved to be adequate practice in many organizations, it brought the reflection on all our activities invested so far to become Regional Quality Management Center (RQMC) for the Western Balkans and helped us to fine-tune the next steps for further improvement in this area. Also, it enabled us to obtain the necessary benchmark and visibility for our efforts in implementing CAF, both internally and externally.

In 2018, we developed comprehensive Regional Study on Service Delivery in the Western Balkans which is an excellent example of the joint reinforced cooperation within and across WB public administrations in active support of the PAR as one of the fundamental reform processes in the region with the emphasis on quality management.

In 2017 we developed Regional baseline study in QPAPS which identified "Islands of Excellence in the domain of QPAS" and Feasibility study on the establishment of QM regional centre within ReSPA.

Our primary focus is Quality Management in Public administration and public services and The digitalization of public services.

In upcoming years, we intend to diversify our work on activities designated to CAF, EFQM (European Framework for Quality Management), ISO 9001, Improving Service Delivery in Public Administration, client-satisfaction surveys, bench learning through analytical analysis and by setting Public Awards in the region.

Get in touch with the members of our team

Mr. Dragan ĐurićProgramme Manager - Coordinator
Ms. Olivera Damjanovic Ms. Olivera DamjanovicProgramme Manager
Mr. Slaven BukaricaProgramme Assistant
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