• 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

a. Introduction

12. This Chapter assesses the ability of the Serbian judicial system to deliver quality services to citizens, corresponding to Performance Measurement Area 2 of the Performance Framework. Service quality has a range of dimensions including the uniform application of the law, user satisfaction with the justice services received, and consistency with ECHR standards and perceptions of integrity.³²⁶