Monitoring and Evaluation of Service Quality at the Local Level (MK0112)

Status quo or problem addressed by the commitment: There is still a lack of integrated and standardized measurement system for citizens’ satisfaction with services provided by the local self-government units, as well as for monitoring results of service delivery. Taking into account the fact that monitoring and evaluation are the key factors depending on transparency, accountability and responsibility of local government institutions, creation of more direct and standardized feedback relations is one of the objectives in the new Program and Action Plan for sustainable local development and decentralization. Activities to be taken within this commitment will allow citizens to set their goals and priorities, and at the same time the civil sector can monitor success of municipalities in public services providing. Main objective: Providing a functional and standardized measurement system of the “life quality” in all municipalities (focused on local services), quality monitoring in public service delivery, as well as getting continual insight in citizens’ satisfaction with the local level services quality. Brief description of commitment: Establishment of monitoring and evaluation system in all 81 local self-government units. Ensuring a continual insight in the local level services quality, through capacity strengthening of the civil sector. Conducting annual researches of the citizens’ satisfaction level with services provided by the local self-government units. OPG challenge addressed by the commitment: Continual and timely monitoring of life quality in all municipalities in the country through application of standardized indicators, monitoring of public service delivery by municipalities and getting real insight in citizens’ satisfaction with local level services quality, in cooperation with the civil sector. Reference to the global objectives of sustainable development: Reference to the Objective 16 “Piece, justice and strong institutions”, Target 16:6: Development of effective, accountable and transparent institution at all levels. The measures of this commitment contribute for improvement of transparency and accountability of local level institutions through a standardized service monitoring system and citizens’ involvement. Relevance: Establishment of a standardized life quality measurement system in all municipalities will contribute for getting a continual insight in quality of services provided by the local self-government units, and will strengthen monitoring role of municipal councils in municipal administration. On the other hand, measurement of citizens’ perceptions of the local services quality will allow the citizens themselves to set their goal priorities (prioritized services), and to assess service delivery by the local self-government. Ambition: -Established functional and standardized life quality measurement system focused on local services in all municipalities in the country; - Created data base on the life quality in all 81 municipalities in the Republic of Macedonia; -Strengthened capacities of the civil sector for monitoring services provided by the local self-government; -Strengthened monitoring role of municipal councils in municipal administration delivering local level services. -Conducted annual researches of the citizens’ satisfaction with the local level services quality.

For Commitment details, please see the IRM reports: Macedonia Mid-Term Report 2016-2018 and Macedonia End-of-Term Report 2016-2018