Jačanje javnih institucija u Bosni i Hercegovini
PODRŠKA REFORMI JAVNE UPRAVE
Training on Social Media in Public Administration of BiH Successfully Implemented
— On Wednesday, 20 July 2016, a training of civil servants on use of social media in communications of the public administration bodies of BiH was held within the activities of the Programme for Strengthening of Public Institutions in BiH. Objectives of the training were to create common understanding about the potentials that the social media creates for the public institutions, to improve the capacities of civil servants in charge of communications and to develop individual institutional proposals for launching of improving social media communications.
Training was held by Ines Bulajić, who presented to the attendees from seven public institutions the challenges and opportunities that social media present to the public sector, presented good practices in public relations and social media content creation. During a practical exercise held within the training individual examples from institutions were discussed. Presentation on internet tools which facilitate the processes of managing social media presence was held by Melisa Tolja Mešić.
Elvis Mujanović, GIZ Adviser in the Programme for Strengthening of Public Institutions, presented the reasons why GIZ supports the efforts of the institutions for more effective and more efficient strategic use of social media in communications, accentuating that social media present opportunities for improvement of the dialogue of the government with the citizens, improvement of the work transparency and the opportunities for explaining the decisions taken by the public institutions to the citizens. As an example of previously provided support to the institutions in this are Elvis Mujanović presented the communications of the Directorate for European Integration – where the Programme during 2014 supported the development of the Online Communications Strategy, social media content publication plan, creation of content such as infographics and other visuals, social media advertising, organisation of a prize competition on the topic of EU integration of BiH, as well as the organisation of a social media day, i.e. first tweet-up event organised by a public administration body in Bosnia and Herzegovina.
Furthermore, Mr Mujanović presented examples of good practices from the public sector bodies in Germany as well as the social media efforts of the Programme.
Participants of the training were the representatives of the Public Administration Reform Coordinator's Office, Directorate of European Integration, Agency for Statistics of BiH, Agency for Development of Higher Education and Quality Assurance, Civil Service Agency of BiH, Information Service of the General Secretariat of the Council of Ministers, and the Agency for the Prevention of Corruption and Coordination of the Fight against Corruption.
This training represents one of the measures within the thematic are Communications and Knowledge Management that are aimed towards the capacity development of the public institutions in the field of strategic communications and are in aligned to the objectives of the public administration reform in BiH.
PARCO Published the First Issue of the New PAR Newsletter
— Public Administration Reform Coordinator's Office (PARCO) published the first issue of the newsletter with information about the process of public administration reform in BiH and the activities implemented by PARCO. GIZ – through the Programme for Strengthening of Public Institutions – provided support to PARCO in development, preparation and publication of this newsletter. Newsletter will be published every two weeks.
Public Administration Coordinator doc. dr. Dragan Ćuzulan stated on this occasion in the newsletter editorial that PARCO made a decision to establish this new communication channel based on two reasons: commitment of PARCO to continue the conversation about the public administration reform and commitment to improve the work transparency and accountability.
Comments and suggestions to the newsletter can be sent to firstname.lastname@example.org.
If you would like to sign up for the future issues of the newsletter, please head over to www.parco.gov.ba and enter your email address in the field “Email newsletter” in the upper left corner of the website.
First IPA II Glossary in the Region Promoted
— On Tuesday, 14 June 2016, in the great hall of the BiH Parliamentary Assembly in Sarajevo, the Directorate for European Integration held a promotional event dedicated to the IPA II Glossary, which was prepared and developed with the support of GIZ within the Programme for Strengthening of Public Institutions in BiH.
Ms. Zara Halilović, Assistant Director at the Assistance Coordination Division, addressed all present on behalf of the Directorate for European Integration and stated that programming of financial assistance would be impossible without a tool such as this glossary, and added that the use of this tool is of particular importance for the representatives of all institutions in BiH. Reinhard Lüke, GIZ Programme Manager for Strengthening of Public Institutions in BiH, and Melvin Asin, Head of Cooperation at the EU Delegation in BiH, welcomed the creation and publishing of this type of document and noted that this is the first IPA II glossary in the region, serving to clarify the extensive knowledge necessary for planning and utilisation of EU financial assistance.
Ms. Biljana Ivanović, DEI Assistant Director for Translation, added that this Glossary offers systematic and methodologically simple clarification of all terms relevant for the EU Instrument for Pre-Accession Assistance (IPA II) and contains some 300 terms from 11 reference IPA II documents.
The expert engaged in the preparation of this publication, Mr. Zvonimir Savić, spoke about the experiences of his colleagues in the neighbouring Croatia and mentioned that the main purpose of the glossary is to facilitate the work of all those dealing with projects, and that in Croatia a similar publication created in 2008 is still kept on civil servants’ desks and has proven to be invaluable in their daily work.
In addition to printed version, also a digital version of this publication will also be available on the DEI website as a contribution to further learning about the functioning of Instrument for Pre-Accession Assistance IPA II.
Successful realisation of a seminar titled “Experiences of the Ministry of Defence of BiH in Preventing Corruption”
— In Sarajevo, on 17 May 2016, a seminar titled “Experiences of the Ministry of Defence of BiH in Preventing Corruption” was organised as a part of cooperation in the thematic area of Human Resource Management. The participants were greeted and presented with the topic of the seminar by a Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) representative, Ms Edina Čubela.
After the welcome, Inspector General of the BiH MoD, Brigade General Enes Husejnović held a lecture on “Experiences of the Ministry of Defence of BiH in Preventing Corruption” presenting activities of the MoD and AF of BiH concerning corruption prevention.
In the remainder of the seminar, Expert Advisor at the HRM Sector of the MoD BiH, Zenaid Šabić held a lecture on “Risk Assessment Methodology for Corruption of Jobs at the Ministry of Defence of BiH”.
Participants in this seminar included representatives of the Agency for the Prevention of Corruption and the Coordination of the Fight against Corruption, Civil Service Agency of BiH, Agency for Development of Higher Education and Quality Assurance of BiH, and Directorate for European Integration of BiH and Agency for Statistics of BiH.
The lectures and discussions of the seminar were a great opportunity for participants to exchange experience in the area of corruption prevention within state institutions, which is under a great focus of the Ministry of Defence of BiH.
Workshop on Enlargement Package – The New Methodology Held
— Within the process of reporting and assessment of progress of candidate and potential candidate countries for EU membership, the European Commission introduced last year a “new methodology” which includes submission of progress reports and description of the current situation in separate areas. As part of the activities on preparation of the institutions of Bosnia and Herzegovina for reporting on seven areas to which the “new methodology” applies this year, the Directorate for European Integration, in cooperation with and supported by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH, i.e. Programme for Strengthening of Public Institutions in Bosnia and Herzegovina, organised a workshop titled “The European Commission Progress Report for BiH 2016 – the New Methodology“.
The workshop was aimed at better understanding of the “new methodology” and the requirements and expectations of the European Commission from the institutions of Bosnia and Herzegovina concerning the quality of inputs to be provided. Also, the workshop enabled exchange of experiences in preparing of inputs and offered the answers to all possible questions and demands for clarifications related to control questions and the answering process. The workshop presenters were the representatives of the European Commission and the Directorate for European Integration. The workshop was attended by more than 50 participants, representatives of the institutions at all levels of authority in BiH. Materials from this workshop may be downloaded here.
Overview of Programme Results in 2015: Most Significant Achievements in Quality Management
— One of the objectives of the Programme for Strengthening of Public Institutions is the introduction of quality management (QM) and survey of client satisfaction with services provided by participating public institutions at the level of BiH.
In the Human Resource Management thematic area of the Revised Action Plan 1 (RAP 1) of the Public Administration Reform Strategy, the following goal was set for the Public Administration Reform Coordinator’s Office in BiH (PARCO): “Enable institutions to use a Total Quality Management – TQM model (…) if they choose to do so.” In order to achieve this goal, the following activities were specified:
Translation and implementation of the selected TQM model;
Development of training in TQM in general and the TQM system;
Development of a training manual for the selected TQM system;
Formation of a TQM information centre and database.
The reform agenda also foresees a more modern, more competent, more transparent, more efficient, more cost-effective and more accountable public administration that will improve the provision of public services and achieve savings by following the SIGMA principles.
With the above in mind and in order to support public institutions in improving their services and better meeting citizens’ needs, in 2013 the Programme initiated a comparative study in cooperation with PARCO to evaluate and recommend the best systems and models for quality management in public administration in BiH.
The main findings of this study are briefly presented in the figure below:
Public Administration Reform Coordinator’s Office – CAF
Civil Service Agency of BiH – CAF
Agency for Statistics of BiH – CAF
Directorate for European Integration* – CAF
Agency for Pre-Primary, Primary and Secondary Education of BiH – ISO 9001
Central Bank of BiH – ISO 9001
Procurement Review Body – ISO 9001
* Due to a large volume of ongoing internal activities, the Directorate for European Integration decided to postpone the implementation of CAF.
The Agency for Development of Higher Education and Quality Assurance of BiH decided to participate in this thematic area through introduction of systematic measurement of user satisfaction, which is one of the main pillars of quality management.
In 2014 cooperation was established with the European Public Administration Institute in order to develop a framework document for introduction of quality management into the BiH public administration, which should result in development of a set of guidelines and an activity plan aimed at developing the capacities of public administration institutions for implementation of selected quality management models. PARCO was the main carrier of these activities and has identified a need for close cooperation with the Institute for Standardisation of BiH and the Civil Service Agency of BiH in order to involve all key stakeholders in joint promotion, improvement and introduction of quality management into public administration.
Inter-institutional working group for quality management
The inter-institutional working group for quality management was established at the same time, consisting of appointed members from partner institutions in the Programme which decided to take part in the area of quality management. This inter-institutional working group represents a platform for exchange of experiences and learning about best practices in other institutions, and aims to educate its members about quality management and particularly ISO 9001, CAF, and methodologies for measuring user satisfaction with public administration services. Considering that quality management is a relatively new approach for public administration in BiH, this group was planned to become the first community of practice for quality management in the BiH public administration. The Institute for Standardisation of BiH is an associated member of the working group. The working group is tasked with development of guidelines in the following areas:
Implementation and maintenance of ISO 9001
Implementation and maintenance of CAF 2015
Methodology for systematic measurement of user satisfaction
These guidelines are an important deliverable of the inter-institutional working group and should allow future public administration beneficiaries to implement the chosen model/standard for quality management and measurement of user satisfaction. Furthermore, this working group and other inter-institutional working groups in the Programme deal with cross-cutting issues such as gender equality, and integration of gender equality principles through Programme activities, as well as quality management.
Translation of CAF Guidelines 2015 to the Bosnian, Croatian and Serbian language
One of the main tools for introduction of CAF in an institution is certainly the CAF 2013 Manual/Guidelines, freely available in English on the EIPA website. Via its cooperation with EIPA, SPI Programme received approval to translate and print this document in the official languages of Bosnia and Herzegovina. During 2015 we worked intensively on translation and localisation of these Guidelines to Bosnian, Serbian and Croatian language.
CAF 2013 Guidelines were presented to the general public on the Conference “Quality Management – Tool for Better Public Administration” held in late October 2015.
The objective of this conference was to introduce the public, and primarily public administrations, to the concept of quality management and activities in this area from the perspective of the Public Administration Reform Coordinator’s Office, Civil Service Agency of BiH and the Institute for Standardisation of BiH, and all present were able to hear the experiences of long-term users of a quality management system from the Krško administrative unit. Lecturers included Patrick Staes and Nick Thijs from the European Institute of Public Administration (EIPA) and Goran Paštrovič from the Regional School of Public Administration (ReSPA).
Mirko Šarović, Minister of Foreign Trade and Economic Relations of BiH, opened the conference and Dragan Ćuzulan, Public Administration Reform Coordinator, and Reinhard Lüke, SPI Programme Manager, stressed the importance of implementation of a public administration reform oriented towards European integration and citizens, and emphasised the importance of introduction of quality management into the BiH public administration.
A promotional flyer on the concept of quality management was also presented at the Quality Management Conference and certainly provides an overview of the most important characteristics and information about quality management in public administration and linkages to the Public Administration Reform and the European integration process.
A Memorandum of Understanding was signed at the conference in order to establish formal cooperation in the area of quality management between PARCO, Institute for Standardisation of BiH and GIZ. This Memorandum formalised an already existing cooperation between these institutions and the SPI Programme, in line with the support offered by the Council of Ministers in its conclusion dated 17 September 2015 to PARCO’s cooperation with the above institutions in promoting and adapting quality management models, building required capacities, as well as creation of planning documents for introduction of quality management into BiH institutions and coordination of their implementation.
Training of trainers
In order to allow PARCO representatives to transfer and spread their knowledge to other Programme beneficiary institutions, and others in the future, in 2015 PARCO and Civil Service Agency representatives underwent intensive ToT programme for CAF, with assistance from EIPA experts and technical assistance from the SPI Programme. A total of 14 participants (10 from PARCO and 4 from CSA) received intensive training in the CAF 2013 model and its implementation, formulation of activities for improvement of organisational performance, and their role as future trainers. Offering quality training and education requires not just excellent knowledge of the subject matter but also presentation and moderation skills, which were demonstrated by many participants. EIPA representatives who delivered this training to future trainers positively assessed many of the participants and remarked that PARCO employees are ready to mentor other institutions in introducing CAF.
Institutional experiences with introduction of quality management
In 2014, the Public Administration Reform Coordinator’s Office appointed the working group for quality management which gradually received CAF training together with colleagues from the Civil Service Agency and, in 2015, with support from the Programme and EIPA experts, carried out the first CAF self-assessment. Eleven members of this working group spent three months of 2015 actively working on the first self-assessment, in parallel with their regular duties. By doing this, group members and PARCO management have demonstrated their willingness to dedicate the necessary resources and carry out the self-assessment in a professional manner and within the agreed time.
In the words of EIPA experts Patrick Staest and Nick Thijs, the work of the self-assessment group resulted in an excellent report and the group itself and PARCO management were evaluated as exceptionally dedicated to introduction of quality management into PARCO. More details are available here.
In 2015 the Central Bank of BiH carried out a situation analysis in accordance with ISO 9001 requirements and upon its recommendations the decision was reached to provide comprehensive training in ISO 9001 to Central Bank employees and to implement an integrated quality management system based on ISO 9001 and ISO 27001, with technical assistance from the Programme. Members of the quality team were appointed and will, together with the consultant, monitor all processes during the introduction of the quality management system.
During 2015 and in early 2016 the Agency for Pre-Primary, Primary and Secondary Education implemented a quality management system in accordance with ISO 9001 and a decision was made to provide comprehensive training in this standard to the quality group, with technical assistance from the Programme. The appointed quality team has achieved excellent results in the implementation of this standard.
The Civil Service Agency of BiH was the first institution to receive, in March 2016, professional mentor support from the Public Administration Reform Coordinator’s Office for introduction of CAF. The first seminar was held, next steps agreed, and the appointed self-assessment group agreed with PARCO trainers on the next steps in the process and further plan of activities necessary to complete the self-assessment process by this autumn.
The Agency for Statistics of BiH will be the second institution to undertake CAF self-assessment under mentorship from the Public Administration Reform Coordinator’s Office in 2016. The first meeting was held with the coordinator of the appointed quality group and the timeframe was agreed for the self-assessment process in 2016.
Civil Service Agency of BiH Conducted a Training Clients’ Satisfaction Survey
— Clients whose opinion and satisfaction was tested were civil servants registered in the training management system (TMS). From a total of 2,100 users, answer to the survey gave 350 users during 10 days duration of the survey in December 2015. The aim of the survey conducted by the Civil Service Agency of BiH (CSA) was to investigate satisfaction with the complete training because during 2014 the survey was reformulated to electronic form. The share of respondents who evaluated the training with “satisfied” or “very satisfied” is from 91 to 100 percent.
To read complete results of the survey click here (available in Bosnian/Croatian/Serbian only).
The Programme for Strengthening of Public Institutions through the Thematic Area of Quality Management supports systematic introduction of the practice of surveying clients on the satisfaction with services provided by public institutions. During 2013, the Programme has supported development of the methodology and implementation of initial surveying of clients and citizens satisfaction in Public Administration Reform Coordinator's Office (PARCO), Directorate for European Integration (DEI), Public Procurement Agency of B&H (PPA), Agency for Development of Higher Education and Quality Assurance of B&H (HEA) and Agency for Pre-Primary, Primary and Secondary education of B&H (APOSO). Last year, four beneficiary institutions (BHAS, HEA, APOSO, and CSA) conducted client satisfaction surveys on their own.
The Programme team wishes all the website visitors happy holidays and a successful new year!
Overview of Results in 2015: Proactive Transparency in Public Administration in BiH
Through the thematic area of Communications and Knowledge Management the Programme for Strengthening of Public Institutions in BiH supports four beneficiary institutions (Public Administration Reform Coordinator's Office – PARCO, Agency for Statistics of BiH – BHAS, Directorate for European Integration – DEI, and Agency for Development of Higher Education and Quality Assurance – HEA) in improvement of strategic communications which includes improvement of transparency of their work, enhancement of cooperation with the civil society, capacity building in the field of communications, introduction of new tools and approaches in practice, such as strategic communication with the citizens via social media.
Measures in this area are based on objectives and measures of the reform area Institutional Communication within the public administration reform in BiH. In March 2014 the Programme supported coordination of activities with the civil society stakeholders in the process of advocating the membership of Bosnia and Herzegovina in the Open Government Partnership (OGP). At this occasion concrete proposals were developed for measures which can be supported by the Programme and which were harmonised with the principles and commitments of the Partnership. One of those measures is increase in the proactive transparency in the beneficiary institutions.
During preparations for the implementation of this measure it was found that it was necessary in the first step to define what proactive transparency means and why it is important as well as to define the standards of proactive transparency that correspond to the actual situation and needs. It became also apparent that it was necessary to define this framework in joint efforts with the members of civil society organisations and thus the representatives of Transparency International BiH– TI BiH, the Centre for Social Research Analitika, and the Centre for Investigative Journalism – CIN were actively included in the implementation of this measure.
The Programme supported a series of workshops (first one on July 30th, second one on August 25th, and the third one on September 4th, 2015) during which representatives of the four beneficiary institutions, the three civil society organisations as well as the representatives of the Information Service of the Council of Ministers, Agency for Prevention of Corruption and Coordination of the Fight Against the Corruption, and the Institution of the Ombudsman for Human Rights developed two key documents:
Policy of Proactive Transparency in Public Administration, a policy document that represents a well-argued, professional basis for launching the initiative for improvement of proactive publication of information as well as it provides for clear guidelines and recommendations for actions in this area. You can download the document in Bosnian here, in Croatian here, in Serbia here. The document was also translated into English (download here).
Standards of Proactive Transparency in Public Administration, a document that precisely formulates standard information for proactive disclosure, okument koji precizira standardne informacije za proaktivnu objavu, broken down according to the types of information and maturity levels. The standards were defined in accordance with the best practice in this area and with the modern needs. Document in Bosnian can be found here, in Croatian here, in Serbian here as well as in English here.
Both documents – as well as the gained experiences of all involved organisations – were presented through a public campaign on proactive transparency that was supported by the Programme. During the campaign You Have the Right to Know, implemented from mid August until mid October 2015, additional contents were developed in order to present the proactive transparency initiative to the public, among others:
4 infographics were developed to show the efforts of the beneficiary institutions in improvement of their proactive transparency
4 information leaflets were prepared with information about individual institutions and the proactive transparency issues
4 thematic open-doors days organised in the four beneficiary institutions: PARCO dedicated its Open Doors Day to the issues of public consultations (link in BCS only), DEI dedicated it to the issues of children's rights and the EU integration process (Facebook link), HEA focussed on the cooperation and dialogue with the student associations (article in English), and BHAS on cooperation with the academic community (media story in BCS only).
Crowning of the campaign was organisation of the Conference on Proactive Transparency in Public Administration on the occasion of the International Right to Know Day, September 28th, 2015. The conference was opened by the Public Administration Reform Coordinator Dr. Dragan Ćuzulan, Director of HEA Dr. Husein Nanić, Acting Director of TI BiH Lejla Ibranović, and the Programme Manager Reinhard Lüke. The conference successfully gathered around 80 participants, mostly representatives of public bodies from the BiH level as well as numerous media and CSO representatives. Round table on proactive transparency and in cooperation with TI BiH a panel discussion on broader issues of FOI and OGP were held within the conference.
This conference, however, did not represent the end of this initiative but rather its beginning. Beneficiary institutions chose during the conference to improve their own proactive transparency in the following year and according to the jointly developed and presented standards. Already in the weeks after the conference the institutions showed that this commitment came to life and, for example, the following month the media recognised the progress made by PARCO (link in BCS only).
Furthermore, the initiative was presented to the members of the supervisory team for the reform area of Institutional Communication and it is the intent of the Programme to support the dissemination and adoption of the developed policy document and the standards. Representatives of the beneficiary institutions will promote proactive transparency and achieved results from their own practice and the Programme will enable further exchange of experiences between the representatives of public institutions and the civil society organisations.
Successful Self-Assessment of the PAR Coordinator's Office as Part of the CAF Process
— Over the last three months, the Public Administration Reform Coordinator's Office has been actively engaged in self-assessment, which is an activity under the CAF model implementation dedicated to quality management in public administration. In cooperation with experts from the European Institute of Public Administration (EIPA), self-assessment steps are being successfully implemented, and over the following week the first training of future CAF trainers is planned to take place, and is expected to be attended by representatives of PARCO, but also of the Civil Service Agency of BiH.
At the priorities-defining seminar held on the 8th, 9th, and 12th of December 2015 in Sarajevo, Dragan Ćuzulan, the Public Administration Reform Coordinator pointed out the importance of self-assessment: “I find the CAF public administration quality management model extremely important to any institution. Self-assessment, as an integral part of the CAF, represents an opportunity for objective reconsideration of all processes used in an institution, as well as opportunity to set priorities and strategic goals. The model as such is compatible with all strategic goals of a reformed public administration. Inclusion of the staff and the management through forming of a self-assessment working group is something that gives the entire process a special dimension of dedication, and successful implementation of such activities should result in identified measures for improving of the institution’s operations”.
According to the experts of EIPA, Patrick Staest and Nick Thijs, the self-assessment group produced a high quality report, while the group and the PARCO management were regarded as truly dedicated to introducing quality management in PARCO.
As a part of systematic introduction of quality management in public administration, the Public Administration Reform Coordinator’s Office has translated and published CAF Guidelines 2013 which thoroughly explain the entire process of self-assessment. The Programme for Strengthening of Public Institutions provides technical support in this process. As a result, previous activities of the Programme included translation of the CAF guidelines “Improving Public Organisations through Self-Assessment”.
The document in Bosnian is available here, in Croatian here, and in Serbian here. The original document in English is available here.
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