The procedural description of dispute settlement in the public service was carried out using the “User Journey” method. The method implied the gradual review of the following process from the civil servant’s perspective, from the origin of the disputes to a detailed analysis of the identified stages. Each phase analysis was carried out according to the following criteria: goal, information, actions, needs, challenges and emotion.

“Civil Servant’s Journey - Dispute Resolution Map” would assist public agencies in addressing challenges existing on each stage of dispute resolution, improve the experience of a civil servant and thereby, increase the effectiveness of dispute resolution in the public service.

The publication is created with the support from the United Nations Development Programme (UNDP) and UK aid from the UK Government, in cooperation with the Civil Service Bureau and ServiceLab.