Performance Management of Municipal Services

The project introduced for the first time in Albania the Performance Measurement as a tool for local governments to self – evaluate the performance of public service delivery, regularly track, measure and report service delivery improvement – or decline, and make efficient management decisions on the allocation of budget, technical and human resources. In Albania, service improvement is particularly important because service levels are in general very poor. But local governments have little experience both with citizen outreach and with the freedom to take action to improve the way in which a service is carried out. The action plan following the survey results and set up of performance indicators enabled one group of city staff from each locality to tackle in depth the establishment of a performance management system for their sector, including the development of indicators and plans to improve services based on performance results.

Full Project Description

Related Posts