Agency as the first institution in Serbia to receive a prestigious quality certificate - CAF Effective User

20. 11. 2023.

The Agency for Peaceful Settlement of Labor Disputes was awarded a prestigious CAF Effective User Certificate as the first institution in the Republic Serbia fulfilling the required quality standards.

The certificate was awarded by the Regional Quality Management Center that is a part of the Regional School of Public Administration (ReSPA). The Regional School of Public Administration is a joint organization of the Western Balkans countries and EU, founded in order to promote cooperation and public administration as reliable and efficient services for citizens and economy, especially in the process of accession to the EU.

With this certificate the Agency commitment to achieving excellence in operational processes, improvement of the quality work and provision of services to the citizens and economy are acknowledged.

The Common Assessment Framework (hereinafter: CAF) is a special, adapted EU model of quality management in public administration. It is a self-assessment tool used jointly by the management and employees to analyze and identify own strength and areas for improvement. The final goal is to achieve excellent results and influence the users, citizens and society alike.

The quality management system has been implemented in the Agency since 2022 on the basis of the "Agreement on Implementation of the CAF Quality Management Model" in cooperation with the Ministry of Public Administration and Local Self-government and the EU project entitled "Support to Public Administration Reforms".

After the CAF quality management model has been established and successfully applied, the Agency addressed the ReSPA Regional Quality Management Center applying for assessment and certification. After the external CAF procedure for external feedback (the so-called PEF procedure) was conducted by an international commission, the Regional School of Public Administration (ReSPA) decided to support recommendations of the independent evaluators (EFAC – External Feedback Actors),) and award this prestigious recognition to the Agency. This certificate is awarded for a three-year period, and according to the data of the European Institute for Public Administration (EIPA), the CAF quality system certificate is held by only about 4000 organizations globally.

The agency is proud to be the first in Serbia to receive this prestigious recognition which also obliges us to pursue the continuous work on promotion of services for our users. Application of the CAF model has shown us our areas for improvement and provided us with tools for improvement, and also enabled us to identify strength of our institution.

The Agency for Peaceful Settlement of Labor Disputes acquires the right to use special stickers and logo "CAF Effective User, CAF Excellence Label", while the official certificate award by ReSPA will be organized subsequently.

You can find the complete report HERE