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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...
| Subcontracting to the Urban Institute (USAID)
Start Date: January 2000 Completion Date: January 2001
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.
The Pilot Cities
Four local governments were selected for participation in the program, on the basis of regional and economic diversity, and to serve as representational models for other cities in future efforts at replication of performance management. It was also decided to include one commune in the group, as communes represent more than 80 percent of all local governments in Albania and their problems are quite different from those of the cities. The local governments selected were the commune of Baldushku, and three cities, Elbasan, Korca, and Lushnja.
The Customer Survey
The Albanian Citizen Survey, March 2000, was carried out on a representative sample of 500 households in each of four participating communities, and sought performance feedback for a number of public services, including roads, water, social services, garbage and cleaning, citizen relations, and parks.
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