Service delivery publications



Administrative Procedures and the Supervision of Administration in Hungary, Poland, Bulgaria, Estonia and Albania (SIGMA Paper No. 17, 1997)



Bureaucratic Barriers to Entry: Foreign Investment in Central and Eastern Europe (Bart Edes, 1994)



Checklist for a General Law on Administrative Procedures (Francisco Cardona, 2005)



Improving Customer Orientation through Service Charters (Czech Ministry of Interior/SIGMA, January 2007)



Policy Options for Central Governments to Promote Equal Access to Better Services at Local Level: Some European Approaches (Salvador Parrado Diez, 2005)

The Principles of Public Administration (SIGMA, November 2014) - also available in FrenchAlbanian, Bosnian, Macedonian, Montenegrin, Romanian, Serbian and Turkish I Overview - also available in French, Albanian, Bosnian, Macedonian, Montenegrin, Romanian, Serbian and Turkish

The Principles of Public Administration: A Framework for ENP Countries (SIGMA, 2016) - also available in French I Overview - also available in French and Arabic


* This designation is without prejudice to positions on status, and is in line with UNSCR 1244/1999 and the ICJ Opinion on the Kosovo declaration of independence.