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Croatian and comparative public administration : a journal for theory and practice of public administration, Vol. 14 No. 3, 2014.

Review article

The Use of PULS Methodology in Analysing the Satisfaction of Public Services’ Users

Emina Ahmetović ; non-governmental organisation Ekopot, Tuzla, Bosnia and Herzegovina
Medina Ahmedić orcid id orcid.org/0000-0002-0779-6473 ; non-governmental organisation Ekopot, Tuzla, Bosnia and Herzegovina
Almira Muharemović ; non-governmental organisation Ekopot, Tuzla, Bosnia and Herzegovina
Edina Nožinović orcid id orcid.org/0000-0003-3530-6950 ; non-governmental organisation Ekopot, Tuzla, Bosnia and Herzegovina
Aleksandar Draganić ; developmental agency EDA, Banja Luka, Bosnia and Herzegovina
Vesna Katić ; non-governmental organisation for support and development Sistem, Brčko, Bosnia and Herzegovina
Edin Islamović ; nongovernmental organisation Damar omladine, Visoko, Bosnia and Herzegovina

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page 571-610

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Abstract

PULS methodology is a new approach that assumes an active role of civil society in the promotion of accountability and efficiency of local governments in providing public services while meeting the needs and requirements of citizens of Bosnia and Herzegovina. The methodology was applied in 2012 to research into satisfaction of citizens with public services in the municipalities of Srebrenik, Visoko, and Brčko District. The research included more than 19,000 households with the direct participation of more than 20 civil society organisations. The research has shown that citizens were not completely satisfied with any of the public services. The aim of the paper is to present the research results and comparative analysis of these three municipalities, onducted with the aim of improving services in the public sector. The goal of applying the PULS methodology is to increase accountability and quality of services at the local level as well as to provide a detailed insight into the process of provision of services based on
a feedback mechanism between the first and last stages of the political process.

Keywords

civil society organisations; public services; accountability of local government; public interest; local community

Hrčak ID:

129757

URI

https://hrcak.srce.hr/129757

Publication date:

5.9.2014.

Article data in other languages: croatian

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