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SIGMA › By Expertise › Service delivery
8-June-2020
English, PDF, 519kb
Responding to the coronavirus (COVID-19) pandemic: Mapping the EU member States' public administration responses to the pandemic (Service Delivery)
This analytical overview presents the measures taken by EU member States' in the policy area of service delivery, in response to the coronavirus (COVID-19) pandemic crisis and how EU member States and selected OECD countries have managed the initial stage of the crisis with regard to the functioning of the government and the public administration.
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4-June-2020
English, PDF, 928kb
Guidelines for preparing post-confinement roadmaps for public bodies
These guidelines, prepared by SIGMA for its beneficiaries, are intended to provide support to managerial officials and human resource (HR) units when preparing the gradual process of returning to work premises after the coronavirus (COVID-19) confinement.
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11-April-2018
English, PDF, 3,605kb
Legal Commentary by SIGMA on the Code of Administrative Procedures of the Republic of Albania
Legal Commentary by SIGMA on the Code of Administrative Procedures of the Republic of Albania
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14-March-2014
English
Administrative Procedures and the Supervision of Administration in Hungary, Poland, Bulgaria, Estonia and Albania (SIGMA Paper No. 17, 1997)
This report provides comparative information on administrative law and administrative supervision in central and eastern European countries, and to highlight certain relationships with developments in these areas in Western Europe. Although each country has its own history and traditions in approaching these matters, there is at the same time emerging a common and widely accepted model of how they should be managed in democratic states.
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31-January-2007
English, PDF, 2,483kb
Improving Customer Orientation through Service Charters
This Handbook is to encourage and to support public agencies in Central and Eastern European countries to become more ‘outward-looking’ and improve customer orientation through the effective use of citizen charters.
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31-October-2005
English, PDF, 169kb
Checklist for a General Law on Administrative Procedures, Francisco Cardona (SIGMA, October 2005)
This checklist is intended as a tool for all countries which are interested in introducing a general law on administrative procedures. General considerations are followed in this paper by a list of issues that a law should attempt to address and which law drafters may find useful in the drafting process.
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19-September-2005
English, PDF, 226kb
Policy Options for Central Governments to Promote Equal Access to Better Services at Local Level (Salvador Parrado Diez, September 2005)
This policy paper reflects on and explores the possibility of reconciling in practice two apparently contradictory policy goals: quality and equality of public services delivered by municipalities across the nation.
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22-March-1994
English, PDF, 53kb
Bureaucratic Barriers to Entry: Foreign Investment in Central and Eastern Europe (Bart Edes, SIGMA, 1994)
Report drawn up on the far-reaching deliberations and recommendations which ensued from the talks during a meeting held in Paris in March 1994 under the auspices of the OECD’s Labour Management Programme (LMP) on the subject of Bureaucratic Barriers to Entry: Foreign Investment in Central and Eastern Europe.