IMPLEMENTATION OF MONITORING OF THE QUALITY OF PUBLIC SERVICES AT THE LOCAL LEVEL AS A TOOL FOR REFORMING PUBLIC ADMINISTRATION – THE POLISH EXPERIENCE

IF 0.2 Q4 PUBLIC ADMINISTRATION

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues Pub Date : 2021-01-01 DOI:10.17323/1999-5431-2021-0-6-128-145

T. Michalski, Krzysztof Kopeć

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引用次数: 1

Abstract

The main aim of the article is to present a model of monitoring of the quality of public services which can be used to enhance the quality of self-government in European post-communist countries. The secondary aim of the article is to identify factors which hinder the implementation of the model. The theoretical basis for the presented model comes from three earlier ones: the Deming cycle, the Boyd cycle, and the model of institutional development of organizations. The model has been tested in 10 local administration units (LAU) in Poland. It consists of six stages presented in the article: decision to implement monitoring, its objectives and resources; selection of indicators; collection of data; analysis of the collected data and preparation of reports; use/dissemination of the reports; final evaluation of monitoring and implementation of conclusions. Three critical points were identified at which decisions to stop monitoring were often taken, namely: disappointment with the first main report which failed to answer all of the problems raised by the authorities, changes of the LAU authorities as a result of elections, and “indolence” of local authorities manifested in expecting support from outside.

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在地方一级监测公共服务的质量，作为改革公共行政的工具- -波兰的经验

本文的主要目的是提出一种监测公共服务质量的模式，可用于提高欧洲后共产主义国家的自治质量。本文的第二个目的是找出阻碍该模型实施的因素。本模型的理论基础来自于三个早期模型:戴明周期、博伊德周期和组织的制度发展模型。该模式已在波兰的10个地方行政单位(LAU)进行了测试。它包括文章中提出的六个阶段:决定实施监测、其目标和资源;指标选择;收集数据;分析收集到的数据并编写报告;使用/散发报告;最后评价、监测和结论的执行情况。确定了停止监测的决定常常在三个关键点上作出，即:对未能回答当局提出的所有问题的第一份主要报告感到失望;选举导致法律当局的变动;地方当局的“懒惰”表现为期望得到外界的支持。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues PUBLIC ADMINISTRATION-

CiteScore

1.10

自引率

33.30%

发文量

期刊介绍： PUBLIC ADMINISTRATION ISSUES is a scientific peer-reviewed journal published by the National Research University High School of Economics (NRU HSE).The journal is published quarterly in Russian, and contains original articles by Russian and foreign authors. In addition, a special English language issue containing original articles by Russian and foreign authors has been published since 2014. The editorial board consists of leading Russian and foreign scientists in the field of public administration as well as prominent practitioners. The journal is indexed in the international databases: Scopus, RePEc, EBSCOand the Russian Science Citation Index (RSCI) on the platform of Web of Science. In addition, the journal is on the list of key peer-reviewed scientific journals and publications that the Higher Certification (Attestation) Commission in the RF Education Ministry recommends for publishing the main scientific results of theses for PhD and doctoral degrees in Economics, Sociology and Law. The journal focuses on the following subject areas: − Current theories of public administration. − Theoretical fundamentals of economic and social policy − Factors and Assessment of efficiency in public and municipal administration. − Innovations in the system of public and municipal administration. − Planning and forecasting in the system of public and municipal administration. − Staff of the state and municipal service. Management of personnel in public and municipal bodies and in organizations of the public sectors. − Financial, logistical and information resources of the state and municipalities. − Public service. − Functional features of public sector organizations. − Partnership of the state and municipalities with nongovernmental nonprofit organizations. Economic and administrative challenges facing “third sector.” - Development of education programs on public administration.