CASE STUDY: Delivering Customer Care and Cutting Corruption in Public Services

From 2015 to September 2017, Rudina Mullahi directed the program "Innovation against corruption: Building a citizen-centric service delivery model in Albania" (ISDA) with the Minister of State for Innovation and Public Administration.

A recently published report co-written by Rudina and Cherie Hart, Development writer at the United Nations Development Programme (UNDP) and the UN Population Fund (UNFPA), provides an overview of the program and its initial results. According to their report, Albania's government has been working to reform the ways that the government delivers services to citizens through improving standards and organizations since 2014. The reforms aim to combat corruption, increase efficacy, and enhance access to government services and have been effective thus far.

This reform is a positive deviance from the ways in which Albanian citizens previously accessed public services. These citizens used to wait in long lines and receive confusing instructions from civil servants, which deceased general trust in government institutions. This new reform, which is still in process, has shown growth and progress in the three years since it was adopted.

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Related Content: An Interview with Dr. Milena Harito, Minister of Innovation and Public Administration of Albania