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It is part of an innovative approach of the Tirana municipality to increase the transparency of services it provides to the citizens and to enhance the participation of the citizens in shaping the services offered by the municipality.
The conclusions and recommendations made by this study are expected to provide valuable feedback to the Tirana Municipality and its various subunits, and represent a first step in services quality evaluation involving citizens. This study also serves as a model that could be implemented regularly in order to offer valuable and continuous feedback on the performance of the municipality in providing services to its citizens.
As a result of this initiative, the municipality of Tirana will be able to find out the effectiveness of the service offered, to what extent services meets citizen expectations and it will also gain valuable insight so it can act quickly to the changing needs of the community.
The evaluation and analysis of service delivery - based upon the feedback of citizens - is a vital instrument in building transparency and will help further citizen engagement.
This will subsequently support the development and implementation of policies and services that meet the needs of the public.
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