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 Program for the Strengthening of Public Institutions implemented by GIZ on behalf of the German Government and the Government of the United Kingdom, participated in the organization of the online conference “Quality Management - Citizen/User in Focus”.

The aim of this conference was to acquaint participants with tools, models and quality management system, measuring user satisfaction and raising awareness of the need for public administration transformation that is oriented towards users and citizens.

During the online conference, the following topics were covered:

•          Why it is important to measure/research user/citizen satisfaction;

•          Quality management process in public administration of Austria;

•          Quality management and digital solutions;

•          Response and need for support of public administration institutions during the COVID pandemic; from a quality management point of view.

The Director of the Institute, Mr. Aleksandar Cincar, participated in the panel discussions and talked about the importance of measuring user satisfaction, changes in the business environment caused by the COVID pandemic and the introduction of continuous improvements in business processes at the Institute.