Improving the Quality of East and West European Public Services

Description

This volume provides a comprehensive overview of current reforms in public sector quality management in Eastern Europe. Comparisons are made with trends in Western European countries to draw out the lessons emerging from current developments (including e-governance). Case studies from twelve countries and five comparative and conceptual studies identify how quality is put into practice, how the level of quality is assessed through quality accreditation systems and how e-government and citizen involvement may help to improve public service quality. The findings make essential reading for academics and students in public policy and public administration who are interested in modernization of the public sector from an international perspective. It also provides helpful guidance for reformers who want to try new approaches to improving the quality of public services. Cover Half Title Title Copyright Contents List of Contributors List of Figures List of Tables Preface PART I: INTRODUCTION 1 The Current Quality Agenda of East and West European Public Services 2 Aims, Approach and Structure of the Book PART II: IMPLEMENTING QUALITY MANAGEMENT IN SERVICE DELIVERY 3 Early Experience with Performance Management in Hungary, Albania and Georgia: Assessing its Potential for Local Service Improvement 4 The Effect of Organisational Structures and Cultures on Quality Management in Estonian Local Authorities 5 Improving the Quality of Services Delivered in Ireland: Different Approaches to the Challenge of Change 6 Can Teamwork Improve Public Services? An Empirical Analysis of Two Spanish Public Agencies 7 Implementing Quality Management in Service Delivery: Comparing Emerging Lessons in East and West European Countries PART III: THE USEFULNESS OF QUALITY ACCREDITATION SYSTEMS FOR PUBLIC SERVICE IMPROVEMENT 8 Quality Management and the Management of Quality in European Public Administrations 9 Do Western Quality Models Work in CEE Countries? Some Insights from the Hungarian Perspective 10 Finnish Local Authorities' Experiences with the Use of ISO 9000 11 'ISO 9001 by Decree': The Latvian Approach to Quality Management in the Public Sector 12 Quality Assurance of Public Administration Programmes in Poland 13 Why Do Belgian Public Agencies Use the Common Assessment Framework (CAF)? 14 Measuring Local Government Productivity in a Quality-Oriented Environment: Methodology and Policy Implications in the USA and UK 15 The Usefulness of Quality Accreditation Systems for Public Service Improvement: Comparing Emerging Lessons in East and West European Countries PART IV: E-GOVERNMENT AND CITIZEN ENGAGEMENT AS NEW APPROACHES TO PUBLIC SERVICE QUALITY 16 The Use of ICT in Polish Local Authorities: Improving the Quality of Local Democracy and Public Services 17 Benchmarking the Quality of Slovenian Life-Event Portals 18 A Strategic Approach to Improving Service Quality without High Levels of Stakeholder Ownership: the Case of the City of Tallinn 19 Citizen and User Participation in the UK: Experiences and Trends 20 Improving Public Services Through E-Government and Citizen Engagement: Comparing Emerging Lessons in East and West European Countries Index