• SJFR Home
• Introduction
  • Objective, Scope & Structure
  • Overall Conclusions and Priorities
• Summary with Recommendations
  • 1. External Performance
  • 1a. Efficiency in Justice
    Service Delivery
  • 1b. Quality of Services Delivered
  • 1c. Access to Justice Services
  • 2 Internal Performance
  • 2a. Governance and Management
  • 2b. Financial Management
  • 2c. Human Resource Management
  • 2d. ICT Management
  • 2e. Infrastructure Management
• External Performance Assessment
  • Demand for Justice Services
    • - Chapter Summary
    • a. Introduction
    • b. Overall Demand and Litigation Rate
    • c. Demand for Justice Services
      by Court Type
    • d. Demographic Differences
      in Demand
    • e. Caseloads per Judge
    • f. Workloads of Prosecutors
  • Efficiency in the Delivery of
    Justice Services
    • - Chapter Summary
    • a. Production and Productivity
      of Courts
    • b. Timeliness in Cases Processing
    • c. Effective Enforecement
    • d. Procedural Efficiency and
      Efficiacy
    • e. Gender Impact of Inefficiencies
      in the Court System
    • f. Efficency in Delivery of
      Administrative Services
  • Quality of Justice Services Delivered
    • Chapter Summary
    • a. Introduction
    • b. Quality off Laws and Law-Making
    • c. Quality of Administrative
      Services within the Courts
    • d. Quality in Case Processing
    • e. Quality in Decision-Making
      in Cases
    • f. Effectiveness of the Appeal
      System in Ensuring
      Quality of Decision-Making
    • g. Integrity in Justice Service Delivery
  • Access to Justice Services
    • - Chapter Summary
    • a. Introduction
    • b. Affordability of Justice Services
      (Financial Access to Justice)
    • c. Access to Information
    • d. Access to Alternative
      Dispute Resolution
    • e. Access to Allied
      Professional Services
    • f. Geographic and Physical
      Access to Justice Service
    • g. Equality of Access for Vulnerable Groups
• Internal Performance Assessment
  • Governance and Management
    • - Chapter Summary
    • a. Governance and Management of
      Justice Institutions
    • b. Structures and Powers of
      Governance and Management Bodies
    • c. Effectiveness in Operational
      Management
    • d. Effectiveness in Resource
      Management
    • e. Effectiveness in Strategic
      Management
    • f. Effectiveness of Mechanisms to
      Govern Integrity and Conflicts of
      Interest
    • g. Effectiveness of Complaints and Discipline Processes
  • Financial Management
    • - Chapter Summary
    • - Overview of Expenditure
      Management in the Judiciary
    • a. Effectiveness in Budget Formulation
    • b. Budget Levels and Sources
    • c. Budget Structure
    • d. Effectiveness in Budget Execution
    • e. Arrears
    • f. Financial Management Staffing
    • g. Financial Controls
    • h. Financial Reporting
  • Human Resource Management
    • - Chapter Summary
    • a. Introduction
    • b. Staffing Levels and Methodology
    • c. Recruitment, Evaluation and
      Promotion of Judges and Prosecutors
    • d. Training
    • e. Salary and Benefit Structure for
      Judges, Prosecutors, and Staff
    • f. Support Staff Planning and
      Utilization
    • g. Planning for the Future
    • h. Gender Equity in Employment in
      the Serbian Judiciary
  • ICT Management
    • - Chapter Summary
    • a. Governance of ICT Planning and Investments
    • b. Effectiveness of Case Management
      Information Systems
    • c. Effectiveness of Systems for Management Purposes
    • d. Effectiveness of Electronic
      Exchange of Information
    • e. Availability of Databases and
      Websites Support Judicial Functions
    • f. Quality of e-Justice to Support
      Access to Court Users
    • g. ICT Staffing and Training
  • Infrastructure Management
    • - Chapter Summary
    • a. Analysis of Existing
      Infrastructure Stock
    • b. Management of Judicial
      Infrastructure
• Annexes
  • Annex 1 - Methodology
  • Annex 2 - External Performance Matrix
  • Annex 3 - Internal Performance Matrix
  • Annex 4 - Access to Information
    on Websites
  • Annex 5 - Access to Allied
    Professional Services
  • Annex 6 - Complaints Relating
    to Justice Service Delivery
  • Annex 7 - Law Faculty Curricula
    Relevant to Justice Service Delivery
  • Annex 8 - Variation in the Roles
    of Court Managers across Serbia
  • Annex 9 - Recommendations
  • Annex 10 - References

External Performance Assessment > Quality of Justice Services Delivered

c. Quality of Administrative Services within the Courts

32. According to the Multi-Stakeholder Justice Survey, court users assess the overall quality of administrative services to be average³³⁷ (see Figure 55). Court users from the general population and the business sector who had to complete some administrative task related to their court case were more satisfied with the quality of the administrative services than with quality of court work related to their case.

33. A great majority of users of administrative services were satisfied with different aspects of court performance, such as court working hours, accessibility of information and staff, conduct of staff, and time spent waiting for one’s turn. Satisfaction increased on most aspects since 2009. Court users are least satisfied with the time spent waiting for their turn, but this too is improving. (See Figure 56 and Figure 57).

34. The image of the conduct and competence of service providers is also improving. Most users of administrative services are satisfied with the knowledge, efficiency, and pleasantness of staff, and a higher percentage assess these characteristics as being at high or very high level than low level.