The Institute for Standardization of BiH together with the  Public Administration Reform Coordinator’s Office, the Civil Service Agency of BiH, the Civil Service Agency of RS, the Civil Service Agency of FBiH, and with the support of the Programme for Strengthening of Public Institutions in BiH which is implemented by GIZ on behalf of the Government of the Federal Republic of Germany and the Government The United Kingdom, has participated in the organization of the Conference “Quality Management - Changing the Mindset in Public Administration”, held on November 28 in Sarajevo.

The aim of this Conference was to familiarise participants with the tools, models and quality management system, and to raise awareness of the need to transform the public administration to be client- and citizen-oriented.

Heads of the aforementioned institutions, that have demonstrated a strong commitment to promote and strengthen institutional capacity and to implement the Common Assessment Framework (CAF) and/or Quality Management System according to BAS EN 9001: 2015, have signed a QM Statement in order to improve public administration services and increase client satisfaction. By this statement, the signatory institutions would like to support the initiative and the process of the improvement of public administration, and encourage other public administration institutions, as well as the general public, to take the steps to increase the satisfaction of users with the provided services.

The Deputy Director of the Institute, Borislav Kraljević and the Assistant Director for Conformity Assessment, Goran Tešanović participated in a panel discussion and talked about the implementation of BAS EN ISO 9001 at the Institute for Standardization of BiH, and the organization’s benefits from the implementation of the requirements of this standard.

Head of Department for Conformity Assessment at the Institute, Miljan Savić was one of the leaders of the session regarding how CAF and BAS EN ISO 9001 can contribute to the client satisfaction management and overall public administration reform. It was concluded that quality management systems needs to be deployed in as many public administration organizations/institutions as possible, that the top management should give its full support throughout the whole implementation process, that QMS is not an obligation of the individual or the designated group, but a commitment of all employees and part of the organizational culture.