UNAPRJEÐENJE KVALITETE USLUGA U JAVNOM SEKTORU BOSNE I HERCEGOVINE IMPLEMENTACIJOM SUSTAVA UPRAVLJANJA KVALITETOM

The public sector is of great importance for every state, both from the aspect of the state budget and its influence on macroeconomic stability, and especially because of its influence on the development of social life, employment and the quality of life of a national economy. Public companies as companies owned by the state or a unit of local self-government are formed in the sphere of general interest. Therefore, it is logical that users of public services should be protected from negative influences of a monopolistic position of these companies on the market. It is expected from the public sector to provide services in a transparent, high-quality, democratic, effective and efficient way in order to satisfy the general needs of the society. The specificities of the system of government, legislative procedures, political turmoil and social organisation in general in Bosnia and Herzegovina additionally complicate the issues of quality management in the public sector. In order to look at the current situation and the possibilities of improving the quality of public services from different aspects, a secondary research has been conducted by analysing published reports on the satisfaction of users of public sector services in BiH. By using identical methodology, this research has been supplemented by the results of the authors' research. The primary research has also been conducted through a survey of the opinions of the management and the employees. The results of the research show that the implementation of a quality management system improves the quality of services in the public sector of Bosnia and Herzegovina.