The First Ministry in Bosnia and Herzegovina with a European Quality Certificate: The CAF Effective User awarded to Minister Bošnjak

Maja Handjiska Trendafilova, the Director of the Regional School of Public Administration (ReSPA), handed over the "CAF Effective User" certificate to the Minister of Civil Affairs of Bosnia and Herzegovina, Dubravka Bošnjak, officially recognizing the Ministry as an institution that successfully applies this European model of quality management in public administration.

This makes the Ministry of Civil Affairs the first ministry in Bosnia and Herzegovina to receive this certificate.

This recognition confirms that the Ministry of Civil Affairs consistently applies the principles of excellence based on the best practices of public administration in the European Union. The Ministry's work processes and results have been assessed as transparent, efficient, and focused on continuous improvement.

The certificate is awarded for a period of three years, and the Ministry will be included in the official EUPAN database of institutions that carry the "CAF Effective User" label. This inclusion makes the Ministry of Civil Affairs part of a European network of organizations distinguished by a systematic approach to improving operations and services provided to citizens.

CAF (Common Assessment Framework) is a self-assessment tool that allows institutions to involve their employees in the improvement process, identify strengths, as well as areas requiring improvement. The implementation of this model in the Ministry began in April 2022, with the formation of a Self-Assessment Group and the creation of an Action Plan for Improvement. Today, 98% of the planned activities have already been completed.

The introduction of the CAF model represents an important step towards even greater efficiency and greater public involvement in the Ministry's transparent operations, which is already recognized as one of the most transparent institutions in Bosnia and Herzegovina.