The basic principles in implementing the reform measures of the Strategic Framework for Public Administration are the principles of European Administrative Space and good governance: reliability, predictability, accountability and transparency, financial sustainability and citizen participation in the adoption and implementation of policies and regulations.

One of the ways of implementing these principles in public administration in Bosnia and Herzegovina is through the deployment of a quality management system. For this purpose, on 28 and 29 May, a Workshop for Planning a New Operational Plan for the Deployment of Quality Management in Bosnia and Herzegovina 2019-2022, was held on Jahorina, supported by the  Strengthening of Public Institutions in Bosnia and Herzegovina and implemented German Society for International Cooperation (GIZ) The Institute for Standardization of BiH also participated in the initiation of the workshop, together with the Public Administration Reform Coordinator’s Office, the BiH Civil Service Agency, the Civil Service Agency FBiH, the Civil Service Agency of the Republic of Srpska and the Human Resources Subdivision of the Brčko District of BiH.

Aim of the Operational plan for the deployment of quality management in Bosnia and Herzegovina 2019-2022 is to continuously plan improvement of public administration into an efficient and effective administration that will provide quality service to all citizens of Bosnia and Herzegovina.

We would like to emphasize that the quality management system, in accordance with the requirements of BAS EN ISO 9001, includes activities that the organization identifies its goals and determines the processes and resources required in order to achieve the desired result. The quality management system enables the top management to optimize the use of resources, taking into account the long-term and short-term consequences of their decision. The quality management system provides ways to identify measures that deal with the foreseeable and unforeseen consequences of delivering products and/or services. The basic principles of quality management are:

• Customer Focus;
• Leadership;
• Engagement of people;
• Process approach;
• Improvement;
• Evidence-based decision making;
• Relationship management.

Representative of the Institute for Standardization of BiH at the workshop was Miljan Savić, Head of the Unit for Conformity Assessment.