The Western Balkan PAR Monitor in the area Service Delivery and Digitalisation for 2024/2025 is a product of the work of the entire WeBER 3.0 research team, whose findings for each Western Balkan administration provided a basis for the production of this report.
The monitoring period for the Service Delivery and Digitalisation covers developments since the last PAR Monitor cycle, i.e. post-November 2022. Thus, this report focuses primarily on 2023 and 2024, as well as the end-of-2022 developments not covered in the previous cycle. Although this report provides a comparison of findings with previous PAR Monitor editions, country scores are incomparable to the previous monitoring results due to methodological changes.
The assessment of transparency and citizen centricity of service design and delivery focuses on three critical aspects – 1) citizen-centric service design and delivery, 2) service accessibility and availability of information on services, and 3) digitalisation of service delivery. It provides comparative results for each country in the Western Balkan region in the area of Service Delivery and Digitalisation. This report should be read in concurrence with the six national PAR Monitor reports in the Service Delivery and Digitalisation area, laying out detailed monitoring results and recommendations for each country.