Administrative Services

On 31st July 2014, the Government of Albania approved the Territorial-Administrative Reform (TAR) law. This law means that Albania is administratively organized in only 61 Municipalities instead of 384. Therefore, one of the main objectives of the TAR was to improve service delivery for citizens at the local level.  The project for implementing the Integrated One-Stop-Shop System (IOSSh) started to develop a theoretical model of One Stop Shop in local government, which would enhance the provision of administrative services in all organizational units. The model was to adapt to frequent legal and administrative changes envisaged in the following years as part of multi-sectoral reforms affecting Local Government Units (LGUs). The IOSSh is considered a supportive instrument for TAR implementation.

Services Provided:
Smart Processes has developed a methodology for the IOSSh model, which consists in:

• Identification of the list of services offered by LGUs.

• Consolidate the list of services in a Unified List of Services, which was established as a baseline for further developments in this sector.

• Prepare the extended service template.

• Mapping the services with the functions.

• Consulate the results with other partners.

• Document the process workflow for each service.

After developing a theoretical model for IOSSh, we were responsible for implementing it. The IOSSh model was piloted in the Municipality of Lezhë and the Commune of Kallmet (the former Commune of Kallmet is now an administrative unit of the Municipality of Lezhë) and then implemented in four municipalities, which was a good illustration of the IOSSh model for improving public services.

In this mandate, Smart Processes was responsible for the following:

• Implementation of the IOSSh system, which enables the IOSSh model and has several features that guarantee the implementation of a cost-effective, flexible, and self-sustainable system;

• Reclassification of the list of services identified by LGUs to be delivered in each Administrative Units;

• Reconfiguration of the list of services on the IOSSh system based on a documentation process workflow;

• Preparation of training curricula for local government administration;

• Training of the administrative staff of municipality and administrative units;

•  Preparation of Administrative Procedures Protocol for offering administrative services based on the IOSSh model;

• Delivery of a list of performance indicators for the model and system developed;

• Identifying and configuring the new services based on the new functions delegated to municipalities by the central government.