Directorate for European Integration presented in Sarajevo on July 8, 2013 a new learning module on European integration. This module will be available through DEI's website using pre-assigned access data and is primarily intended for public servants of all administrative levels. It consists of four parts which include: stages of accession to the EU, financial support instruments, regional experiences and obligations of BiH in the process. The entire module is sixty-six minutes, and each section includes a test. The e-learning module can be accessed anytime, from anywhere and any number of times, which is of particular importance for the local administration.

Bosnia and Herzegovina is the first country in the region that has enabled its officials in public administration about the process of integration through a web platform when in the summer of 2011 seven modules on this topic were published on the website of the Directorate. Within two years of accessibility the Directorate has recorded 21.454 visits to this website category.

„This number is an indicator of the quality of e-learning modules, but also interests of civil servants for this kind of learning“, said Maja Rimac-Bjelobrk, head of the Department for Promotion of European Integration of the Directorate.

She expressed her satisfaction that the idea, which originated from the Directorate, contributes to fulfilment of administrative criteria for EU membership and intrigued several other institutions to begin developing long distance training methods.

The new, eighth module was implemented with the support of the Programme for Strengthening of Public Instititions implemented by the GIZ. It is planned to develop a mobile application based on the e-learning course in order to make the module content available to the wider audiences.

Presentation of this new module was also attended by the GIZ Regional Director for Western Balkans Brigitte Heuel-Rolf, PhD and by the Manager of the Programme for Strengthening of Public Institutions Reinhard Lüke.

Source: DEI.GOV.BA


Representatives of the Statistics Agency of BiH and Agency for Pre-primary, Primary and Secondary Education of BiH were not able to attend the presentation, but in the preparatory activities they have expressed interest with regard to introducing the quality management systems.

As stated by the Public Administration Reform Coordinator Semiha Borovac quality management in public administration is defined as one of the reform areas in the Revised Action Plan and it is obligation of the Public Administration Reform Coordinator's Office to introduce and implement adequate models that have been proved as effective in the public administration. Moreover it should perform and promote the importance of quality management in public administration. Programme manager, Reinhard Lüke, stressed special access to this area in the Programme, because it is necessary to pay attention to duties of the Office in the introduction of quality management models in the other partner institutions in the Programme and their uniqueness.

Quality management in public institutions is based on the same postulates as well as quality management in the private sector, which special weight is carried by human factor and continuous staff training in order to improve public sector services and customer satisfaction. There are specially developed models of quality management in public institutions such as CAF or EFQM, but ISO standards too, whose methodology certainly can be adapted to public administration.

The analysis – that was carried out within the Programme – is based on the research methodology of existing relevant documents, interviews with representatives of the partner institutions of the Programme, and the basis is given in EUPAN matrix which provides clear guidelines for quality management in public institutions.

Findings of the analysis show a high degree of commitment of partner institutions's management in the implementation of quality management that represents the first and basic precondition for successful implementation and sustainability in terms of orientation towards quality, customers and employees of institutions.

In the near future the first meeting of inter-institutional work group for quality management will be held in order to use synergies in this area, exchange of experiences on issues of systematic measeurements of customer satisfaction and also specification of proposals for active commitment to the implementation of quality management in partner institutions.

More details on our approach to the quality management topic can be found in the section Quality Management.

To find out more about the quality models mentioned above please visit the official websites below: