The report analyzes the developments and challenges faced by the Immovable Property Registration Office (IPRO) and offers recommendations for improvement. While the types of services provided by IPRO remained unchanged from 2005 to 2010, the structure and volume of services shifted, with increased real estate transactions and decreased initial registrations, particularly in Tirana, indicating positive market trends. Investments in infrastructure and staff development have reduced informal payments and improved customer service, although informal payments for faster services still persist. Variability in service quality across local offices highlights the need for further investments in infrastructure, staff training, and modern technology. The report suggests cost-oriented and time-differentiated tariffs to improve efficiency. Despite improvements, challenges such as deficiencies in staff performance and customer dissatisfaction in some districts remain, emphasizing the need for continued efforts to strengthen human capacities and service quality. Overall, customer satisfaction has increased, and visits to IPRO offices have decreased, reflecting some progress in service delivery.
IPRO customer satisfaction survey
This project was supported by the Ministry of Justice.
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