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Improvement of Public Service Delivery for rural area population - Mobile Units

From EPSA - European Public Sector Award

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The challenge


According to data provided by INSTAT currently 41.8 % of the Albanian population are currently living in rural area. While the population of the rural areas faced and often continues to face similar challenges regarding the missing implementation of quality and standards for public services as the rest of the Albanian population, there is a number of factors which make this part of the population even more vulnerable with regard to public services.


The project “Mobile Units” aims to improve public service delivery and offer accessibility to services for rural area population, by means of a mobile unit provided with all necessary means for the application for different services. The latter has been designed as a response to the improvement and modernization of public services in the Republic of Albania, according to the Public Administration Reform imitated from the Albanian Government since 2014. In the past, individuals who needed access to services faced multiple problems, beginning with infrastructure, equipment and hard to find offices, to the quality of provided services. Following the above, the government has pursued a path breaking reform that reinvents the way the public administration delivers services to its citizens.


Based on Law No. 13, dated 18.02.2016 “On the way of delivering public services at front office level in the Republic of Albania”, the Agency for the Delivery of Integrated Services in Albania (ADISA) is the key institution, responsible for the improvement of the quality of public services in Albania. In addition, ADISA has established an in house innovation lab, focused on developing innovative ideas and solutions for improving public service delivery. ADISA Lab is working for the Albanian Government with the support of the UNDP managed ISDA support donor pool fund project and collaborating with public institutions, NGOs, students, citizens, businesses, academics and international/local experts. Aiming at the improvement of public service delivery in Albania while applying the ‘leave no one behind principle’, ADISA Lab focused on a major issue, “accessibility”. To meet this goal, ADISA has already deployed a variety of channels for service delivery and will constantly focus on being “present” through more channels. Despite this variety of channels, part of population and territory still seems out of reach. Remote rural and mountainous areas, but not only, face difficulties in accessing public services .


Setting up stationary service centres on the other hand is not realistic: time and heavy investment would be required, which is not possible for the moment. Under the circumstances, ADISA had to find an innovative solution to improve public service delivery and offer accessibility to services for rural area population. Thus, upon implementation of the first project “Services without barriers”, ADISA Lab extended its attention to people in rural areas.


The solution


After identifying this problem, the ADISA Lab team worked on a number of innovative ideas, amongst them “a mobile office dedicated to public services in rural areas”. That is where it started the project “Mobile units”, which are a replication of the Integrated Service Centres with a “geographical” dimension. The latter consists on a mobile office containing a number of operators, furniture, stationary, hardware, software and internet, all of them necessary for service application, information and delivery), that would improve the accessibility and accelerate the delivery of services. The distances and barriers faced by rural residents will be reduced, the speed and quality of service delivery will increased, and the cost and time for receiving public services will decrease. In addition, this channel of service delivery can contribute to sustainable development of the country by delivering public services to those who most need them and increase the inclusion and participation of socially disadvantaged groups. To this end, ADISA has introduced the additional channel “Mobile units” (an ongoing project, to be implemented during June – July 2019), to pursue the goal of improving the delivery of public services to citizens and other subjects through a citizen-centered and integrated services delivery approach. In particular, the Mobile units do have an increased focus on the objective of improving the public access to public services. The mission of the latter is to: (i) ensure better service availability to citizens throughout the territory of Albania; and (ii) deliver services from several public institutions in an integrated way, through multiple physical service windows, by improving the quality of service, and optimizing the benefit of vulnerable strata of Albanian society from such services. So far, ADISA, and especially ADISA Lab have been working with different experts of the field in order to design and implement the first Mobile unit in the city of Shkodra.


Award info
Award category: new solutions to complex challenges - a public sector citizen-centric, sustainable and fit for the future - european or national level
Award type: submission
Award year: 2019
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Improvement of Service Delivery; Mobile Unit; Rural Areas ; Public Service; Standards;
Short English description: The project “Mobile Units” aims to improve public service delivery and offer accessibility to services for rural area population, by means of a mobile unit provided with all necessary means for the application for different services. The latter has been designed as a response to the improvement and modernization of public services in the Republic of Albania, according to the Public Administration Reform imitated from the Albanian Government since 2014.
Further information
Organisation: Agency for the Delivery of Integrated Services In Albania
Other applicants:
Homepage: http://lab.adisa.gov.al / htt://adisa.gov.al
Level of government: national level
Size of organisation: >100
Number of people involved: 6-10
Country: Albania
EU membership: other European country
Language code: en
Start date:
End date:


Improvement of Public Service Delivery for rural area population - Mobile Units (41.329078882541424, 19.830668662636874)
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