This report was designed within the framework of the project “ACT NOW – Supporting Public Administration Reform and the Rule of Law through Fighting Corruption and Improving Service Delivery”, supported by the European Union Office in Kosovo and implemented by the Group for Legal and Policy Studies (GLPS). The project aims to contribute to increasing the quality of public services, by identifying challenges and opportunities for improvement in the delivery of public administration services.

In this mystery shopping, three services from the public administration were analyzed: a. Registration of newborn children in the civil registry, b. Extension of maternity leave after 6 months, and c. Verification for pensions.

For the Albanian version, please click here.

For the Serbian version, please click here.

This publication was produced with the financial support of the European Union. Its contents are the sole responsibility of GLPS and do not necessarily reflect the views of the European Union.