Report on the performance of Municipalities in the area of communication with citizens Prishtina Municipal services that have improved In this section only those citizens were asked who responded that they were satisfied or very much satisfied with the services offered by the municipal officials. In 2020, 21,5% of the citizens stated that they were satisfied or very satisfied with the services they received from the municipal officers. This group was then asked about which municipal services were improved and this involved a number of the main services offered by the municipality. Trends show that there are changes, but not in the order of the services that have shown improvements. In both years, the three municipal services that were perceived to have improved the most are: expediting of the procedures for the issuing of the civil status documents, expediting of the procedures for the issuing of construction permits, and the receiving and reviewing of the requests. The municipal services with the most of the improvements have remained the same, however there are some positive changes in relation to the access to public documents and in 2019, 10.3% of the citizens responded that this service has been improved, and in 2020, this percentage reached to 14.4%. A matter of concern remains the fact that the budgeting according to citizens' requests is not perceived to have any visible improvements, except for 9.9% of the citizens who think that there is improvement in this service. Lack of participation of citizens in public debates about the budget may be attributed to lack of proper information of the citizens about the opportunities for participation in such debates, but also due to the lack of an innovative approach of the municipalities to increase the participation of citizens. Recently, public budget hearings in some municipalities are being organized online as well, but we still don't have any data that could tell us more about the effect of this type of public hearing. Communication of the municipality with the citizens Citizens still think that they are not sufficiently informed about the work of the municipalities. There were no major changes in this aspect and due to this reason in 2020, 60% of the citizens think that they are not well informed or not informed at all about the work of the municipalities. The same figures were for 2019 as well when it comes to the lack of proper information. The only major change is with the citizens who did not have an opinion or refused to answer. In 2019, 4.3% of citizens refused to answer, whereas in 2020, this percentage was increased to 12.7%. The high percentage of citizens consider that they lack information and that municipalities should have a more active approach towards the informing of the citizens, especially with the use of suitable means of information (such as, social media). 6