Good administration

Citizens pay for and rightfully expect good administration.

Good administration:

  • Acts only in accordance with law
  • Professionally and efficiently responds to citizen requests
  • Oriented to citizens’ needs and their fulfillment
  • Open and easily accessible to citizens
  • Treats citizens with respect and due attention
  • Accepts and corrects its own mistakes
  • Does not cause damage to citizens
  • Treats citizens equally in the same or similar situations
  • Does not discriminate against citizens (regardless of nationality, sex, race, skin color, ethnic or social background, language, religious beliefs, attitude and opinion, political affiliation, belonging to national minority, property, age, sexual orientation, place of birth, ability)
  • Does not misuse its authority
  • Is independent and unbiased
  • Protects citizens’ privacy regarding their data
  • Acts upon citizens’ requests in a timely manner

Poor administration

Poor administration does not respect dignity and rights of citizens.

Poor administration:

  • Does not respect the law
  • Does not respect prescribed procedures
  • Carries out unreasonably long procedures
  • Does not execute decisions made
  • Misuses authority or rights
  • Persistently denies the possibility of own mistakes (does not recognize own mistakes)
  • Treats citizens unequally (discriminates against citizens)
  • Is closed to public and citizens
  • Is “elusive”
  • Makes citizens feel helpless and unable to exercise and protect their rights
  • Avoids to accept it competences and transfers them to others
  • Does not coordinate its work with other administrative bodies
  • Makes citizens “knock on numerous doors”
  • Creates discomfort, confusion and additional financial expenses for citizens
  • Unjustifiably sets new requirements to citizens for exercising their rights
  • Does not allow citizens to follow the course of procedure