Prishtina, 3 December 2025 – Group for Legal and Political Studies (GLPS) held the National Citizens First Conference, focusing on citizen-oriented public services in Kosovo. This conference aimed to foster dialogue on how to modernize and improve public service delivery in Kosovo by placing citizens at the center of governance reform. The discussion focused on advancing digitalization and reducing administrative burdens to create more transparent, efficient, and accessible public services.

At the Conference, GLPS’s presented the latest findings on how citizens perceive the quality, accessibility, and responsiveness of public services in Kosovo, offering valuable insights into institutional performance and citizen satisfaction in three targeted municipalities. The event concluded with reflections from local-level initiatives implemented by WeBER grantees, showcasing practical examples of citizen engagement and participatory approaches that have contributed to more accountable and inclusive governance.

The Citizens First National Conference gathered key institutional representatives, experts, and civil society actors to discuss progress, challenges, and future steps in improving public service delivery. The event was opened with welcoming remarks from GLPS Executive Director Ms. Njomza Arifi, followed by the first panel on digitalization and administrative burden reduction. Panelists included Mr. Kushtrim Canolli from the Office of the Prime Minister of Kosovo, Mr. Jose Diaz from SIGMA/OECD, and Mr. Naser Shamolli from GLPS.

The second panel discussion focused on citizen perceptions of public service delivery, featuring reflections from WeBER grantees, with contributions from Ms. Blerina Reqica (INDEP), Mr. Ferid Murseli (D4D), and Ms. Diella Muqolli (IPPS), moderated by Ms. Blerina Istrefi (GLPS).

The event also provided an opportunity for participants to engage directly with decision-makers, practitioners, and researchers committed to advancing good governance and public administration reform. The conference is organized within the framework of the WeBER 3.0 Project (Western Balkan Enablers for Reforming Public Administrations), funded by the European Union and implemented in partnership with the Think for Europe Network (TEN).

Panel I: Modernizing Service Delivery through Digitalization and Reduced Administrative Burden

Mr. Kushtrim CANOLLI- Coordinator of Administrative Burden Reduction Process, Office of the Prime Minister;

Mr. Jose DÍAZ – Senior Policy Advisor, SIGMA/OECD;

Mr. Naser SHAMOLLI- Senior Research Fellow, GLPS.

Panel II: Local-Level Participation and Reform in Kosovo: Reflections from WeBER Grantees

Ms. Blerina REQICA -Research Assistant, INDEP ;

Mr. Ferid MURSELI – Programme Manager, D4D;

Ms. Diella MUQOLLI- Project Coordinator, PIPS

Venue: Hotel Swiss Diamond, Mother Theresa Square, 10000 Prishtina, Kosovo