E-Drejtesia (e-Justice), an innovative application, is revolutionizing the way citizens interact with the Kosovo judicial system, significantly elevating user satisfaction. With support from the USAID Justice Activity, this platform, which is also available in Serbian and Turkish languages, ensures that the voices of the 50,000+ individuals who annually receive services from the court can be heard and acted upon.
In the past, court users felt their feedback went unnoticed due to vulnerabilities in traditional complaint boxes and limitations in paper-based submissions. However, with the introduction of E-Drejtesia, this paradigm has shifted dramatically. USAID has equipped all Basic Courts in Kosovo with tablets that are displayed in the court lobby, providing a convenient and secure avenue for court users to express their opinions about the services they receive, free from any fear of repercussions.
At the heart of this transformative initiative lies a concept called people-centered justice, which empowers citizens and holds court staff accountable for the services they provide. E-Drejtesia embodies this people-centered approach by offering a user-friendly interface that allows individuals to select their preferred official language in Kosovo, and provide their feedback anonymously. Furthermore, each court president can monitor this digital feedback, fostering continuous service improvement.
The impact of E-Drejtesia has already been remarkable as the number of people providing feedback has increased drastically. During the first two months after it was installed, 359 individual feedback comments were received in comparison to approximately five per month previously. However, the significance of this achievement extends far beyond mere numbers.
Valmir Hakiu, a citizen from Greme Village in the Ferizaj municipality, shared a positive experience engaging with the court system, stating, "I noticed the tablet at the court reception, easily accessible for users. I explored the application to see the services offered, and I enthusiastically filled out a survey, leaving a positive review expressing my personal satisfaction."
The success of E-Drejtesia is seeking to bring about a transformative change in Kosovo's court system, empowering citizens and ensuring accountability for the delivery of improved services.
Chemonics for USAIDKosovo