Pregledni rad
The Use of PULS Methodology in Analysing the Satisfaction of Public Services’ Users
Emina Ahmetović
; Udruženje Ekopot, Tuzla, Bosna i Hercegovina
Medina Ahmedić
orcid.org/0000-0002-0779-6473
; Udruženje Ekopot, Tuzla, Bosna i Hercegovina
Almira Muharemović
; Udruženje Ekopot, Tuzla, Bosna i Hercegovina
Edina Nožinović
orcid.org/0000-0003-3530-6950
; Udruženje Ekopot, Tuzla, Bosna i Hercegovina
Aleksandar Draganić
; Razvojna agencija EDA, Banja Luka, Bosna i Hercegovina
Vesna Katić
; Udruženje za podršku i razvoj Sistem, Brčko, Bosna i Hercegovina
Edin Islamović
; Udruženje Damar omladine, Visoko, Bosna i Hercegovina
Sažetak
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.
Ključne riječi
civil society organisations; public services; accountability of local government; public interest; local community
Hrčak ID:
129757
URI
Datum izdavanja:
5.9.2014.
Posjeta: 1.498 *