The road to success - from high quality public services towards the high-quality public administration

Mitreva, Elizabeta and Taskov, Nako (2013) The road to success - from high quality public services towards the high-quality public administration. In: V-th International Scientific Conference: During the "Science Days of TU-Sofia 2013", 1-3 June 2013, Sozopol, Bulgaria.


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There is empirical evidence that various quality improvement programmes in public administration have increased users' satisfaction. Yet, at the same time, mass public surveys indicate a decrease in trust in national government, Parliament and the civil service. This indicates that there is no linear relationship between service quality and trust. The perception of quality come from very specific observations of public services whereas trust refers to the government machinery in general. The high quality public administration means to be able to increase customer satisfaction through the public services and build trust in public administration through transparent processes, accountability as well as through democratic dialogue. In order to do so, conventional business concepts of quality which regard public services as service providers and citizens as customers must be enriched by the TQM (Total Quality Management) concept of quality which perceives public agencies as catalysts of civic society, and citizens as part of a responsible and active civic society. The advantage of the using the TQM system is not only the increasement of the business results of the public services that further on would serve as a starting power for continued improvement. Key words: Quality system, TQM concept, quality public administration, public services, internal standardization, SPC, costs, education and motivation, methodology.

Item Type: Conference or Workshop Item (Paper)
Subjects: Social Sciences > Economics and business
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 26 Jun 2013 13:13
Last Modified: 26 Jun 2013 13:13

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