Prime Contractor: USAID
Under the contract with Urban Institute:
Start date: November 1999
Completion date :December 2000
However, in beginning of year 2000, local governments had little experience in both citizen outreach and independentlyworking to improve the ways in which services are delivered. Some indicators of inputs (the budget for a service) and of outputs (the number of kilometers of paved roads) are tracked regularly; others, such as outcomes (citizen satisfaction with a public service), are not.
Under this project, four local governments, Elbasan, Korce, Lushnje and Baldushk have worked to establish a system of performance indicators with which they could evaluate progress in improving municipal services. In order to obtain data for this system, the governments surveyed citizens’ perceptions of public services; this involved a representative sample of 500 inhabitants in each locality. The indicators developed have helped identify particular problem areas, enabling program managers to set targets for short- and long-term improvements. For example, these efforts have led the city of Elbasan to rethink its entire social sector. According the objectives redefined after the survey and the action plan prepared by the working group, the city developed a new social program, and a Center for Social Services was establishes (see Elbasan Center Project)
Originally, this project was developed for local governments seeking to improve the quality of services they provide and increase accountability to their citizens. Project results were published both locally and nationally.
In general, the citizens were not satisfied with the cleaning service, they were not satisfied with solid waste management practices, and they pretended more responsible work from Municipality authorities and the private contractor. They needed more containers or designated areas for garbage collection, more frequent pick-up , and immediate investment was needed for new landfills.
The various workshops held through the project established performance management as a system that enables local governments to perform meaningful self-evaluations, and regularly track, measure, and report service delivery improvement – or decline – over time and across services, and to respond with appropriate management decisions.