Scoping study for Improving Transparency through Citizen Charters in Serbia Transparency Serbia Presentation September 27 th 2010

Basic information about Scoping study Supported by UK Ministry of foreign affairs – Programme Office / Foreign & Commonwealth Office Supported by UK Ministry of foreign affairs – Programme Office / Foreign & Commonwealth Office Implemented by Transparency Serbia Implemented by Transparency Serbia Timeframe: August 2010 / March 2011 Timeframe: August 2010 / March 2011 Purpose: To map legal framework, recommend further actions, raise awareness through Citizen Charters Purpose: To map legal framework, recommend further actions, raise awareness through Citizen Charters

“Citizen’s Charter” as concept - UK The Citizen's Charter was political initiative launched by UK prime minister, John Major on 22 July It aimed to improve public services in the UK by: The Citizen's Charter was political initiative launched by UK prime minister, John Major on 22 July It aimed to improve public services in the UK by: Making administration accountable and citizen friendly. Making administration accountable and citizen friendly. Ensuring transparency and the right to information. Ensuring transparency and the right to information. Taking measures to cleanse and motivate civil service. Taking measures to cleanse and motivate civil service. Adopting a stakeholder approach. Adopting a stakeholder approach. Saving time of both executant and the clientelee Saving time of both executant and the clientelee One part of the initiative was the granting of “Charter Marks" to those public bodies meeting defined standards. One part of the initiative was the granting of “Charter Marks" to those public bodies meeting defined standards. Source: Wikipedia, Free encyclopedia Source: Wikipedia, Free encyclopedia

“Citizen’s Charters” as concept Anti-corruption efforts usually incorporate elements intended to develop, establish and promote basic standards for ethical conduct and good practices. In this context, citizens’ charters and similar documents can be seen as complementary to codes of conduct. Anti-corruption efforts usually incorporate elements intended to develop, establish and promote basic standards for ethical conduct and good practices. In this context, citizens’ charters and similar documents can be seen as complementary to codes of conduct. Where codes of conduct set and enforce standards from within public sector organizations, citizens’ charters establish those same standards from outside, by codifying the standards and making outsiders who deal with the organization in question aware of them. Where codes of conduct set and enforce standards from within public sector organizations, citizens’ charters establish those same standards from outside, by codifying the standards and making outsiders who deal with the organization in question aware of them. Often they are composed in terms of rights or legitimate expectations, in the sense that consumers or users of a service are told that they have a right to expect certain specified standards. In some cases a remedy may be provided for where the standards are not met, and consumers are usually told how to complain. Often they are composed in terms of rights or legitimate expectations, in the sense that consumers or users of a service are told that they have a right to expect certain specified standards. In some cases a remedy may be provided for where the standards are not met, and consumers are usually told how to complain. Source: UNODC, Anti-corruption Toolkit, 2004 Source: UNODC, Anti-corruption Toolkit, 2004

“Citizen’s Charters” as concept The key objectives of citizens’ charters are: The key objectives of citizens’ charters are: To promote better government that provides high quality, efficient and effective public services and regulation, delivered in an accountable, open, accessible and responsive way; and To promote better government that provides high quality, efficient and effective public services and regulation, delivered in an accountable, open, accessible and responsive way; and To maintain and enhance professional and ethical standards of the civil service and non-departmental public bodies and promote high standards of accountability and openness in the wider public sector. To maintain and enhance professional and ethical standards of the civil service and non-departmental public bodies and promote high standards of accountability and openness in the wider public sector. Source: UNODC, Anti-corruption Toolkit, 2004 Source: UNODC, Anti-corruption Toolkit, 2004

Background of project Publishing information about the work of public institutions and the services that institutions should provide to citizens is a very effective tool to increase the transparency and accountability of institutions’ work, and consequently to prevent corruption. Publishing information about the work of public institutions and the services that institutions should provide to citizens is a very effective tool to increase the transparency and accountability of institutions’ work, and consequently to prevent corruption. Serbia has basic legal pre-conditions to develop concept for pro-active informing about services under the Law on Free Access to Information (duty of public authorities to publish Informative Directories) and the National Anti-corruption Strategy (duty to increase the transparency of the work of public authorities and to create an effective system for grievances). However, the concept is still underdeveloped and could be significantly improved. Serbia has basic legal pre-conditions to develop concept for pro-active informing about services under the Law on Free Access to Information (duty of public authorities to publish Informative Directories) and the National Anti-corruption Strategy (duty to increase the transparency of the work of public authorities and to create an effective system for grievances). However, the concept is still underdeveloped and could be significantly improved. There is no comprehensive analyzes of legal duties of public institutions to publish information about services they are providing to the citizens nor about eventual improvements in the field made under scope of anti- corruption strategic documents. There is no comprehensive analyzes of legal duties of public institutions to publish information about services they are providing to the citizens nor about eventual improvements in the field made under scope of anti- corruption strategic documents. The public shows general interest for the lack of information about work of public institutions but lacks comprehensive way of citizens engagement. The public shows general interest for the lack of information about work of public institutions but lacks comprehensive way of citizens engagement.

Scoping study - Activities A ctivity 1. Research A ctivity 1. Research Collecting and analyzing of information about other countries experience in developing of Citizen charters’ and similar models. Collecting and analyzing of information about other countries experience in developing of Citizen charters’ and similar models. Collecting and analyzing of information about legal framework that regulates duty to publish information about work of public institutions and in particular about service providing (what is mandatory to publish, what is restricted from publishing etc.) The research will cover duties coming from Free access to information law, but would also cover other legislation. Drafting of recommendations for improvements and further action. Collecting and analyzing of information about legal framework that regulates duty to publish information about work of public institutions and in particular about service providing (what is mandatory to publish, what is restricted from publishing etc.) The research will cover duties coming from Free access to information law, but would also cover other legislation. Drafting of recommendations for improvements and further action. Analyzes of anti-corruption strategic acts (National anti-corruption strategy, Action plan and eventually adopted sectoral action plans) in order to establish duties related to publishing of information and publicity of work of public sector. Drafting of recommendations for improvements and further action. Analyzes of anti-corruption strategic acts (National anti-corruption strategy, Action plan and eventually adopted sectoral action plans) in order to establish duties related to publishing of information and publicity of work of public sector. Drafting of recommendations for improvements and further action. Data collecting and analyzes of respect of duties of public institution to publish information on services provided to the citizens within the current legal framework (in particular through Informative directory) Data collecting and analyzes of respect of duties of public institution to publish information on services provided to the citizens within the current legal framework (in particular through Informative directory)

Scoping study - Activities 2. Public awareness and advocacy activities 2. Public awareness and advocacy activities Two press – conferences in order to present findings of analyzes to the public of Serbia Two press – conferences in order to present findings of analyzes to the public of Serbia Three roundtable discussions with stakeholders in order to promote results of analyzes and recommendations for improvements (in order to promote researches and advocate for changes of legislation and practice) – covering: 1) foreign experiences with Citizen’s charters, 2) Legal framework for Citizen charters in Serbia and 3) implementation of Strategic anti-corruption plans Three roundtable discussions with stakeholders in order to promote results of analyzes and recommendations for improvements (in order to promote researches and advocate for changes of legislation and practice) – covering: 1) foreign experiences with Citizen’s charters, 2) Legal framework for Citizen charters in Serbia and 3) implementation of Strategic anti-corruption plans Advocacy for creation of better environment for establishment and implementation of Citizens’ charters in Serbia (drafting and public promotion of initiatives to change legal and strategic acts) Advocacy for creation of better environment for establishment and implementation of Citizens’ charters in Serbia (drafting and public promotion of initiatives to change legal and strategic acts) Drafting of publication Drafting of publication

What after Scoping study? Improvement of legal framework Improvement of legal framework Improvement of pro-active on-line publishing of information related to the services (e.g. Informative Directories, e-government Portal) Improvement of pro-active on-line publishing of information related to the services (e.g. Informative Directories, e-government Portal) Linking of Citizen Charters with Integrity plans of public institutions Linking of Citizen Charters with Integrity plans of public institutions Providing training or consultations to public institutions and civil services in charge Providing training or consultations to public institutions and civil services in charge

Follow-up activities Monitoring of compliance with legal duties and initiating of remedial actions against offenders (e.g. misdemeanor procedures) Monitoring of compliance with legal duties and initiating of remedial actions against offenders (e.g. misdemeanor procedures) Functioning of “citizen charters” in practice – e.g. to which extent are deadlines respected Functioning of “citizen charters” in practice – e.g. to which extent are deadlines respected Promotion of concept among citizenry Promotion of concept among citizenry Advocacy to put citizen charters and broader concept of good governance on political agenda Advocacy to put citizen charters and broader concept of good governance on political agenda