ZAGREB, November 26, 2018 – Half of Croatians rated the public administration system quality with a grade of 2.8 on a scale from 1 to 5, according to an opinion poll conducted by phone among 1,000 adult respondents throughout Croatia. Services provided by private companies were rated 3.1 on average.
One in ten respondents gave the public administration a failing grade (1), every one in five respondents gave it the lowest passing grade (2), whereas 16% rated the performance of the public administration as very good (4) and excellent (5).
Broken down by the level of education, the most satisfied respondents were those with higher education.
Also, respondents from urban areas, such as Zagreb and its surroundings and from Istria, Primorje and Dalmatia gave higher grades, as opposed to those from Slavonia who gave the lowest grades.
Broken down by the type of public administration body, registries of births, marriages and deaths, hospitals, the Financial Agency (FINA), the Interior Ministry, the Croatian Health Insurance Fund (HZZO) and the Croatian Pension Insurance Fund (HZMO) were given the highest grades.
At the bottom of the ranking were the Regional Development Ministry, Social Welfare Ministry, the Public Administration Ministry, the Croatian Employment Service (HZZ) and the Paying Agency for Agriculture, Fisheries and Rural Development.
The survey shows that 94% of those polled have never submitted a complaint, query or suggestion concerning the work of civil servants.
Three quarters of respondents (75%) heard of the possibility of receiving services in electronic form (the e-citizen service). Most of them were below the age of 60 and with a higher education background.
The e-citizen service was given an average rating of 3.8. A quarter of respondents gave it the highest grade of 5.
A majority of respondents said they preferred going directly to a public administration body or department for the information or service they needed rather than visiting their websites or phoning them, according to the survey’s results published on the Public Administration Ministry’s website.
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