On 12th – 15th of March, EU4Justice Project mobilized three STE missions, following different activities of the work plan for Component 3. In the framework of the 3 missions, a joint two-day peer-to-peer meeting with the focal representatives was organized with the participation of 22 HJI staff (working groups) and delivered by 7 STEs from the Spanish High Justice Inspectorate. The 3 missions were focused respectively on:

Process development of the Quality Management System (QMS) in the processing of complaints to contribute to the development and implementation of a Quality Management System (QMS) in the processing of complaints and the operation of the institution as a whole, through which is intended to incorporate quality as a culture. The main focus was on (i) developing a detailed and comprehensive project plan, including an estimated schedule; (ii) identifying and defining in detail the process map encompassing all support, and administrative management processes, along with corresponding flow diagrams. A QMS Comprehensive Plan will be developed, defining the process map and administrative management processes, along with corresponding flow diagrams.

Revise the organizational administrative structure of the Handling Complaint Unit, to ensure effectiveness and efficiency of its performance to strengthen the capacities of the HIJ, assess the landscape for establishing a dedicated Complaint Handling Unit (CHU) for managing complaints, ensuring effective and efficient handling of complaints, streamlining operations, and optimizing human resources. The main focus was on (i) developing a detailed plan outlining the activities timeline, and resources required to establish the complaints handling unit; (ii) specifying the roles, responsibilities, and engagement mechanisms for all stakeholders involved in the complaints handling process. A Comprehensive Plan will be developed outlining all aspects of the establishment of the specialized complaints handling unit.

Increase the performance of the handling process, assess the possibility of processing complaints in a fully electronic manner to strengthen the capacities of HIJ to assess the current situation, and suggest measures to improve the efficiency and transparency of the HIJ, underscoring the necessity of creating and deploying a fully electronic complaint processing system. The main focus was on (i) determining the Current Situation (AS-IS); and (ii) establishing a Baseline for Proposed Evolution. A Comprehensive AS-IS analysis report and related recommendations will be developed for further action.

EU4JUSTICE is an EU Contribution Agreement Project implemented by AICS, Expertise France, and FIIAPP. The project’s overall objective is to the improvement of the capacity of the independent justice institutions in Albania.