The mystery shopping exercise was conducted as part of the ACT NOW – Supporting Public Administration Reform and Rule of Law through Fighting Corruption and Improving Service Delivery Project, supported by the EU Office in Kosovo and implemented by the Group for Legal and Political Studies (GLPS). The initiative aims to promote better governance by assessing and improving the quality of essential public services. Vehicle registration services, in particular, play a crucial role for citizens and members of the diaspora, who often have limited time and rely on efficient processes during their stay in Kosovo. Three regions were selected for the study: Prishtina, Gjakova, and Ferizaj. These regions and services were chosen after close consultation with the Office for Strategic Planning of the Office of the Prime Minister, based on the number of services provided at the selected offices, and the influx of diaspora members during the summer season, which significantly increases the demand for vehicle-related services. The focus was placed on three essential services offered at vehicle registration offices: 1. First Registration of Vehicles: A comprehensive process requiring multiple steps and documentation. 2. Extension of Registration for Vehicles: A routine service with established procedures. 3. Change of Vehicle Owner: A service involving legal and administrative changes to vehicle ownership.

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For the Serbian version, please click here.