Cities across Central and Eastern Europe are grappling with growing social needs while facing limited resources, making the strengthening of social services a critical priority. In Zagreb, the city’s approach has been to modernize services based on actual needs and inclusivity, while investing in delivery capacity. Lora Vidović, Head of the Office for Social Protection, Health, Veterans and Persons with Disabilities, emphasizes that the city’s strategy is “needs-driven, evidence-based and grounded in human rights.”
In recent years, Zagreb has expanded and modernized social provision, strengthened early developmental and psychosocial support, and developed community-based programs. The city has also increased collaboration with NGOs and other institutions to make services more accessible and navigable for residents. These initiatives were a central focus of Eurocities’ mutual learning event in Zagreb on 25–26 November 2025, where officials shared experiences on securing funding, improving accessibility, and fostering cooperation in social service delivery.
Zagreb’s starting point is addressing the mismatch between evolving social needs and outdated systems. Aging populations, mental health challenges, disabilities, and migration require flexible, community-based support, yet much of the existing infrastructure reflects institutional models from the past. The city often fills gaps left by national systems, providing critical services even when national financing is insufficient. Workforce capacity is another major challenge, underscoring the need for continuous training, cultural change, and sustained investment in staff.
Despite budget constraints, Zagreb has expanded and improved its social services through disciplined financial planning and clear priorities. In 2024, the city increased its disability services budget by 80%, enhanced early developmental and psychosocial support, and introduced new community-based programs for adults with complex needs. Social service providers now reach around 240% more beneficiaries, and working conditions in institutions such as senior homes and disability centers have been improved to ensure service continuity. Vidović emphasizes that long-term financial sustainability is essential to maintain reliable support for residents.
Cooperation has been a key driver of successful service delivery in Zagreb. Breaking down administrative silos and working closely with NGOs and national institutions has enabled more effective programs. Each year, the city supports around 420 NGO programs with €2.8 million in funding. Initiatives such as housing programs for people experiencing homelessness demonstrate the benefits of coordinated efforts across social care, health, housing, and civil society. Participatory approaches have also informed Zagreb’s Social Plan for 2025–2027, ensuring policies reflect the needs of residents and leverage local expertise.
Improving accessibility remains a central focus. Zagreb addresses barriers not only in physical access but also in information and navigation of services. The city has implemented the Easy-to-Read standard for key documents, developed dedicated online portals for mental health and early development, and runs over 50 public health and prevention campaigns annually. Direct support, such as free legal aid and counseling services, complements digital tools, while future plans include a One-Stop Information model to centralize access to social welfare, health, and entrepreneurship services.
Zagreb’s commitment to person-centered care has been recognized internationally, including the Gold Award as European Capital of Inclusion and Diversity in 2024. Programs like the Centre for Integration illustrate the city’s philosophy of adapting support to individuals rather than expecting citizens to navigate rigid systems. Vidović highlights the importance of integrating social and health services and reforming long-term care to create coherent, accessible support without unnecessary administrative barriers.
The discussions in Zagreb underscored that disciplined budgeting, strong cooperation, and a commitment to person-centered services can help cities in Central and Eastern Europe transition from fragmented social systems toward more integrated, sustainable, and inclusive support for all residents.
