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Albania

Police Service Offices (AL0043)

Overview

At-a-Glance

Action Plan: Albania Second Action Plan for 2014-2016

Action Plan Cycle: 2014

Status: Inactive

Institutions

Lead Institution: General Directorate of State Police

Support Institution(s): NA

Policy Areas

E-Government, Justice, Open Justice, Policing & Corrections, Public Service Delivery

IRM Review

IRM Report: Albania End-of-Term Report 2014-2016, Albania Mid-Term Report 2014-2016

Starred: No

Early Results: Marginal

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Public Accountability , Technology

Potential Impact:

Implementation i

Completion:

Description

The Albanian Government in the aim to ensure and facilitate the access to Police Service, will establish “one stop shop” point in each police district with the purpose to: create a unified reception desk for all services delivered, simplify the procedures and limit the number of documents to be submitted. The one stop shop will also improve and make more efficient the cooperation Police Community thus helping in the creation of a safer community and raise public participation. Currently the police district stations are closed areas where the citizens have very little access or not access at all. This commitment aims to open up police services to citizens by offering them not only access but also a transparent service, on time, avoiding bureaucracy and corruption.
Service delivery to citizens through these offices will increase the citizen’s trust to the police, and will affect in the prevention of the corruption phenomena among the police organization. Restoring the communication with the public, through the provision of the administrative and procedural services, aims to be achieved through the electronic registration of their needs and their requests, and forwarding them, together with relevant documentation to the office of reviewing and resolving the problem within the time, as scheduled. The Police Service Offices will be set up and operate in all of police structures, from the General Directorate of Police to the police directorates and commissariats in the districts, which will have open premises for the public and will operate non-stop 24 hours, reception-shaped, for Administrative and Procedural Service. The number of police service offices that will be open, the number of services that will be available for citizens, the number of citizens served will used as indicators to verify the implementation of this commitment.

IRM Midterm Status Summary

For Commitment details, see Albania Mid-Term Report 2014-2016.

IRM End of Term Status Summary

Commitment 4.2. Police Service Offices

Commitment Text: The Albanian Government in the aim to ensure and facilitate the access to Police Service, will establish “one stop shop” point in each police district with the purpose to: create a unified reception desk for all services delivered, simplify the procedures and limit the number of documents to be submitted. The one stop shop will also improve and make more efficient the cooperation Police-Community thus helping in the creation of a safer community and raise public participation. Currently the police district stations are closed areas where the citizens have very little access or not access at all. This commitment aims to open up police services to citizens by offering them not only access but also a transparent service, on time, avoiding bureaucracy and corruption. Service delivery to citizens through these offices will increase the citizen’s trust to the police, and will affect in the prevention of the corruption phenomena among the police organization. Restoring the communication with the public, through the provision of the administrative and procedural services, aims to be achieved through the electronic registration of their needs and their requests, and forwarding them, together with relevant documentation to the office of reviewing and resolving the problem within the time, as scheduled. The Police Service Offices will be set up and operate in all of police structures, from the General Directorate of Police to the police directorates and commissariats in the districts, which will have open premises for the public and will operate non-stop 24 hours, reception-shaped, for Administrative and Procedural Service. The number of police service offices that will be open, the number of services that will be available for citizens, the number of citizens served will used as indicators to verify the implementation of this commitment.

Editorial Note: The commitment's description elaborates on a number of specific actions that may be categorized into two core milestones:

1. Establishing the “one stop shop” point (24/7 reception) in each police district

a. A unique reception desk for all services delivered operating with simplified procedures

2. Electronically registering citizens' needs and requests and forwarding them to the respective offices

Responsible institution: General Directorate of State Police

Supporting institution(s): N/A

Start date: 2014 End date: 2016

Commitment Aim:

This commitment aims to improve the quality of police services to citizens. The police service offices should serve as one-stop shops for citizens. They are meant to simplify the procedures and limit the number of documents citizens need to submit. Sophisticated information and communication technology (ICT) infrastructure, including a software application that facilitates monitoring the entire service-delivery process, assists the offices and promotes transparency.

This commitment represents an important step toward enhancing public trust by making police services more open and efficient.

Status

Midterm: Substantial

By September 2015, the police service offices had been established in nine out of twelve of the police regional directorates in the country. During 2015, the application for electronic registration of citizens’ requests was developed and tested for some services, such as lost document statements and authorizations for hunting weapons. Based on this testing, there were further upgrades to the application. The IRMmidterm report found that this commitment produced additional initiatives beyond its scope. For instance, the police took innovative steps, such as introducing the digital commissariat application, to encourage proactive citizens. The digital commissariat application (“Komisariati dixhital”) enables citizens to report corruption and other illegal activities in real time to the State Police. IRM progress report, http://www.opengovpartnership.org/wp-content/uploads/2001/01/Albania_Second%20IRM%20Report_for%20public%20comment.pdf.

End of term: Substantial

According to the Government’s end-of-term self-assessment (September 2016) report, 20 Citizen Service Offices (CSO) were established in the local police departments of Tirana, Lezha, Berat, Vlora, Korça,Fier, Kukës, Durrës, Elbasan, Shkodra, Dibra, Gjirokastra, Pogradec, Lushnjë, and Kavaja. The IRM researcher traced and confirmed the opening of these service offices. Inauguration of one-stop-shop offices (2015–2016),

http://www.punetebrendshme.gov.al/al/te-rejat/lajme/celen-zyrat-e-sherbimit-unik-per-qytetaret-ne-korce-e-pogradec-video,

https://www.asp.gov.al/index.php/component/content/article/17-shqip/lajmet-e-fundit/9078-inaugurimi-i-zyrave-te-sherbimit-per-qytetaret-ne-komisariatin-e-policise-nr-5-ne-kamez,

https://www.asp.gov.al/index.php/component/content/article/275-slideshow-home/8159-inagurohet-zyra-e-sherbimit-unik-per-qytetaret-ne-kom-3-ne-tirane,

https://www.asp.gov.al/index.php/component/content/article/275-slideshow-home/7486-celet-zyra-e-sherbimit-per-qytetaret-ne-durres,

https://www.asp.gov.al/index.php/component/content/article/275-slideshow-home/7347-elbasan-hapen-zyrat-e-sherbimit-per-qytetaret,

http://www.punetebrendshme.gov.al/al/te-rejat/lajme/ministri-tahiri-inauguron-komisariatin-dhe-zyren-e-sherbimeve-ne-lushnje,

http://www.punetebrendshme.gov.al/al/te-rejat/lajme/lezhe-inaugurohet-zyra-e-sherbimit-unik-ne-drejtorine-vendore-te-policise. Additionally, significant progress was made on electronically registering citizens' needs and requests. The application for the electronic registry has been fully developed and implemented in all regional directorates. Interview with Ministry of Interior official, September 2016. However, not all application functions work properly, and the ICT infrastructure needs further investment.

Did it open government?

Access to information: Marginal

Public accountability: Did not change

The one-stop shops offer better citizen access to police services and are intended to simplify procedures, such as obtaining permits and passports. The offices have helped citizens access information about official documents and permits, information that was publicly available but in less accessible language. in the official gazette (published laws) or on the website of the State Police. On the other hand, the software used in the police offices is designed only for internal operations, and as of September 2016 there were no mechanisms for citizens to evaluate police office services. Therefore, this commitment has not led to any changes in improving public accountability.

Despite the improvements and reforms over the past years, police corruption is still a serious concern. European Commission, Albania Progress Report, October 2014, p. 2. bit.ly/1BQGIgC. Preliminary findings from the 2016 Institute for Democracy and Mediation (IDM) study on police integrity and corruption in Albania highlight that corruption remains serious and widespread in the State Police.Interview with IDM research team on the “Police integrity index,” October 2016. Independent experts argue that the commitment should be accompanied with more comprehensive monitoring and accountability measures. Interviews with civil society experts and a focus group discussion, September 2015. Some concrete measures include immediate citizen evaluation of services at police service offices and publicly available analysis including datasets of performance indicators (i.e., number of complaints/requests received and processed at police service offices, average time of processing, and a list of the most applied for services).

Carried forward?

This commitment has not been carried forward in the new 2016–2018 action plan. The IRM midterm report 2014–2015 recommended a number of actions which if implemented would have a significant impact on opening government. These measures include partnering with civil society or community organizations to monitor performance of police service offices and introducing anonymous evaluation tools for citizens accessing the offices.


Commitments

  1. Create and implement integrity plans across all ministeries

    AL0065, 2020, Anti-Corruption

  2. Creation of online beneficial ownership register

    AL0066, 2020, Anti-Corruption

  3. Establish online portal for feedback on public service delivery

    AL0067, 2020, E-Government

  4. Expand open data portal and promote access

    AL0068, 2020, Access to Information

  5. Implement citizen assessment process to improve public service delivery

    AL0069, 2020, E-Government

  6. Establish directorate to improve citizens' access to legal aid

    AL0070, 2020, Access to Justice

  7. Publish more accessible and transparent information on Ministry of Justice website

    AL0071, 2020, E-Government

  8. Publish accessible budget information online for citizen engagement

    AL0072, 2020, E-Government

  9. Improve reporting on public finance information

    AL0073, 2020, E-Government

  10. Transparency of Government Reporting

    AL0061, 2018, E-Government

  11. e-Government

    AL0062, 2018, Access to Information

  12. Improved Business Regulation

    AL0063, 2018, Capacity Building

  13. Safe Communities

    AL0064, 2018, Anti-Corruption

  14. Improvement of Database/Portal with Coordinators’ Data of the Right to Information and Transparency Programs

    AL0044, 2016, Access to Information

  15. Budget Transparency

    AL0045, 2016, E-Government

  16. Integrated Registry of Citizens’ Housing

    AL0046, 2016, Citizenship & Immigration

  17. Establishment of Electronic Registry for Public Notification and Consultation

    AL0047, 2016, E-Government

  18. Digital Archive

    AL0048, 2016, E-Government

  19. Creating a Database for Archiving and Publication of Research Funds and Programs in Albania

    AL0049, 2016, E-Government

  20. Commitment to Publish Online Central and Local Government Legislation in Open Systems and for Free

    AL0050, 2016, Capacity Building

  21. Commitment to Open Standards for Contracting

    AL0051, 2016, Access to Information

  22. Starred commitment Implementation of the Law "On Protection of Whistleblowers", Capacity Building, Amendments and Its Bylaws

    AL0052, 2016, Anti-Corruption

  23. Provision of Electronic Services

    AL0053, 2016, Capacity Building

  24. Establishment of Multifunctional Centralized System for Building Permits

    AL0054, 2016, Capacity Building

  25. Establishment and Distribution of Digital Counters

    AL0055, 2016, E-Government

  26. Service Passport Standardization

    AL0056, 2016, Capacity Building

  27. Citizen Card

    AL0057, 2016, Capacity Building

  28. Electronic System of Registration of e-Prescription in the Republic of Albania

    AL0058, 2016, E-Government

  29. Electronic Monitoring System of Forests

    AL0059, 2016, Anti-Corruption

  30. Integrated Electronic System for Professional Licensing of Individuals and Legal Entities That Will Operate in the Field of Study Design and Supervision of Commissioning of Construction Works

    AL0060, 2016, E-Government

  31. Standardization of Corruption Complaints

    AL0031, 2014, Anti-Corruption

  32. Electronic Registry of Energy and Industry Permits

    AL0032, 2014, E-Government

  33. Implementation of Public Expenses Module in "Open Data" Format

    AL0033, 2014, Access to Information

  34. Promoting OGP Values Among Local Authorities

    AL0034, 2014, Local Commitments

  35. Database on Economic Assitance Beneficiaries

    AL0035, 2014, E-Government

  36. Electronic Portal on Water Resources Administration and Management

    AL0036, 2014, E-Government

  37. Single Window

    AL0037, 2014, E-Government

  38. Electronic Access to Protected Areas

    AL0038, 2014, E-Government

  39. National Geoportal

    AL0039, 2014, E-Government

  40. e-Albania

    AL0040, 2014, E-Government

  41. e-Document

    AL0041, 2014, E-Government

  42. Starred commitment Law on Whistleblowers Protection

    AL0042, 2014, Anti-Corruption

  43. Police Service Offices

    AL0043, 2014, E-Government

  44. Open Data Portal

    AL0001, 2012, Access to Information

  45. e-Acts

    AL0002, 2012, E-Government

  46. e-Parliament

    AL0003, 2012, E-Government

  47. Extension of the Governmental Network, GOVNET

    AL0004, 2012, E-Government

  48. e-Government Interoperability Framework, e-GIF

    AL0005, 2012, E-Government

  49. Government Datacenter

    AL0006, 2012, E-Government

  50. Excise System

    AL0007, 2012, E-Government

  51. Starting of the e-Tax System

    AL0008, 2012, E-Government

  52. Starred commitment Online State Matura

    AL0009, 2012, E-Government

  53. The Regulation on Ethics in Research and Publishing

    AL0010, 2012, Education

  54. Digitalization of Higher Education Accreditation Process

    AL0011, 2012, E-Government

  55. U-Gov System

    AL0012, 2012, E-Government

  56. Online Inspections of Courts and Judicial Hearings

    AL0013, 2012, E-Government

  57. Digitalization of the File Transfer Process

    AL0014, 2012, Judiciary

  58. e-Employment Project

    AL0015, 2012, E-Government

  59. e-Concessions Procedures

    AL0016, 2012, Anti-Corruption

  60. Amendment of the Law “On the Right to Information for Official Documents”

    AL0017, 2012, Access to Justice

  61. Drafting a New Law on "Notice and Consultation"

    AL0018, 2012, Legislation & Regulation

  62. Tracking Project

    AL0019, 2012, E-Government

  63. Digitalization of the Notary Register

    AL0020, 2012, Access to Justice

  64. Online Citizens’ Claims in the Judiciary System

    AL0021, 2012, Access to Justice

  65. Work Inspection, Online Complaint

    AL0022, 2012, E-Government

  66. Financial Module of All Educational Institutions

    AL0023, 2012, Education

  67. Starred commitment Audio and Video Recording of Judicial Hearings

    AL0024, 2012, E-Government

  68. Starred commitment e-Albania Portal

    AL0025, 2012, E-Government

  69. e-Inspection Portal

    AL0026, 2012, E-Government

  70. Starred commitment Portal Www.Gjykata.Gov.Al

    AL0027, 2012, E-Government

  71. Disclosure of the List of Payments Made Daily by the Government Units

    AL0028, 2012, Access to Information

  72. e-Procurement System for All Small Purchases of Public Procurement

    AL0029, 2012, Anti-Corruption

  73. Implementation of the EITI Recommendations

    AL0030, 2012, Anti-Corruption

Open Government Partnership