CSDA - Citizen Centric Public Service Delivery Consolidation in Albania

Contract partner: UNDP - United Nations Development Programme - ALBANIACountry: Albanien Funding amount: € 1.000.000,00Project start: 01.06.2020End: 28.02.2024

Short Description:

Overall goal

The project aims to improve access to public services and customer care quality in their delivery that is both effective and efficient, achieved sustainably by focusing on policy, institutions and people, with a nationwide perspective that engages both central and local partners.

Expected results

The project aims to enhance the access to public services and the quality and efficiency in their delivery in Albania through innovation and utilization of information technology.

Key result area 1: Support for Policy and Oversight in Public Service Delivery:

The expected outputs include public services policy review, strengthening of coordination in policy implementation, adoption of common quality management practices in service delivery, and the implementation of structured performance monitoring of institutional public service providers.

Key result area 2: Institutional sustainability consolidation for the Agency for the Delivery of Integrated Services in Albania (ADISA):

The expected outputs include the preparation of ADISA to obtain the anti-corruption and quality management certification, finalization and deployment support for ADISA‘s operational and financial sustainability plan, including identification of eco-friendly standards, as well as the strengthening of stakeholder engagement and outreach, with a focus on women and vulnerable groups.

Key result area 3: Implementation of costumer care public service standards:

The expected outputs include the establishment of joint central and local government one stop shops (co-locations) for nationwide expansion of customer care public service delivery, and the strengthening of choice of channel / multiple channel for the citizens and businesses seeking public services.

Key result area 4: Promotion of Service Innovation and digital agenda activities:

The expected outputs include the implementation of innovation projects through ADISALab, improving public service delivery especially for women and the vulnerable groups, the formulation of a broadly-consulted broadband development plan, and the facilitation of citizens’ digital skills development.

Target group / Beneficiaries

In sum, there are 460 direct beneficiaries. The Government of Albania (GoA) institutional beneficiaries of the project include at the central level: the public services reform leader – Office of the Deputy Prime Minister, ADISA, Ministry of Infrastructure and Energy (MIE) with its responsibility in the development of digital access infrastructure; AKSHI – National Agency for Information Society as GoA digital agenda lead, Ministry of the Interior with its responsibility for local government issues. At the local level, beneficiaries include mayors and municipal staff in up to 31 planned co-locations of central and local government services.

Overall, the number of citizens, beneficiaries of the CSDA Project, considering the number of active seekers of public services is 1,445,092 citizens 15 years of age and older. Particular target groups within the end beneficiaries include women and the vulnerable. The latter comprise the elderly, persons with disabilities, such as those wheelchair-bound or sight/hearing impaired, ethnic minorities with specific reference to Roma and Egyptian, the economically disadvantaged, and the rural population in particular in remote locations.


Activities include, among others:

- Engage international and local expertise for policy review and reform implementation coordination.

- Conduct the annual “Trust in Governance” opinion poll.

- Organize Mystery Shopping assessment and Annual Public Services Awards.

- Develop service delivery institutional score and public access to key data.

- Provide e-learning and assist with skill certification.

- Assist with ADISA Mobile Office county-level roll-out.

- Provide support for increased accessibility for service delivery on-the-go.

- Facilitate innovative solution identification in public service delivery.

- Support implementation of IT solutions and tools.


Support by development partners in the design and implementation of the Government of Albania’s priority public services reform has been recognized as an essential component for its success. The ambitious transformation of the way public administration delivers services to its citizens by placing them in the center, launched in 2014, with ADISA as its institutional champion, is now in its consolidation phase. At this stage, the reform is increasingly facing the need to harmonize the pull towards greater efficiency, as well as effectiveness, in terms of public service access and quality. As such, development partner assistance, present from its onset, remains critical especially in helping to push forward the change agenda with the focus on women and the most vulnerable, build support, break resistance, raise capacity and promote sustainability.

The project “Consolidation of Citizen Centric Public Service Delivery in Albania” (CSDA) builds on the results reached to date by pooling partner funds from the governments of Italy and Austria and UN/UNDP under the ISDA Support Project (Support for innovation against corruption: Building a citizen centric service delivery model in Albania).

project number8345-00/2020
source of fundingOEZA
sector Staatsführung & Zivilgesellschaft, allgemein
modalityContributions to specific-purpose programmes and funds managed by international organisations (multilateral, INGO)
marker Gender: 1, Democracy: 2
  • Policy marker: are used to identify, assess and facilitate the monitoring of activities in support of policy objectives concerning gender equality, aid to environment, participatory development/good governance, trade development and reproductive, maternal, newborn and child health. Activities targeting the objectives of the Rio Conventions include the identification of biodiversity, climate change mitigation, climate change adaptation, and desertification.
    • 1= policy is a significant objective of the activity
    • 2= policy is the principal objective of the activity
  • Donor/ source of funding: The ADA is not only implementing projects and programmes of the Austrian Development Cooperation , but also projects funded from other sources and donors such as
    • AKF - Foreign Disaster Fund of the Austrian federal government
    • BMLFUW - Federal Ministry for Agriculture, Forestry, Environment and Water
    • EU - Funds of the European Commission
    • Others - various other donors are listed in ADA’s annual business report.
  • Type of Aid – Aid modalities: classifies transfers from the donor to the first recipient of funds such as budget support, core contributions and pooled programmes and funds to CSOs and multilateral organisations, project-type interventions, experts and other technical assistance, scholarships and student costs in donor countries, debt relief, administrative costs and other in-donor expenditures.
  • Purpose/ sector code: classifies the specific area of the recipient’s economic or social structure, funded by a bilateral contribution.
  • Tied/Untied: Untied aid is defined as loans and grants whose proceeds are fully and freely available to finance procurement from all OECD countries and substantially all developing countries. Transactions are considered tied unless the donor has, at the time of the aid offer, clearly specified a range of countries eligible for procurement which meets the tests for “untied” aid.