IMPLEMENTACIJA KVALITETA U SISTEMU MENADžMENTA JAVNIH USLUGA

2021 ◽  
pp. 233-250
Author(s):  
Milan Palević ◽  
Keyword(s):  
Public Administration ◽  
Local Governments ◽  
Service Management ◽  
Service Providers ◽  
Management Systems ◽  
Quality Management Systems ◽  
The Public ◽  
Legitimate Expectations ◽  
The One

The work and work of public administration should strive to continuously improve the quality of its services, as well as to improve the overall quality of public administration as an organization. It is necessary to constantly set new goals and gradually, over time, get closer to those goals. In this way, the effectiveness and efficiency of the organization, that is, the entire system, would be improved. The new concept of management in public administration should improve the functioning of the public sector, which means that administrative bodies operate in accordance with the legitimate expectations of the users of their services. This paper presents a review of the current state of eGovernment and eServices that local governments in Serbia provide to citizens and the economy, from the aspect of service providers on the one hand and service users on the other. The author intends to point out the areas in which there is room for improvement, but also the challenges that local governments face every day in their work. The contribution of the paper is in the theoretical presentation of the importance of the implementation of quality management systems in public service management systems in order to improve them.

scholarly journals How can we spread the quality virus in domestic organizations?

2014 ◽  
Vol 8 (2) ◽  
pp. 34-44
Author(s):  
Krisztián Szabó
Keyword(s):  
Quality Management ◽  
Management Development ◽  
Systems Development ◽  
Management Systems ◽  
Quality Management Systems ◽  
Management Quality ◽  
Competitive Factor ◽  
The One ◽  
High Level

There is no room for debate about that the quality is one of the most important competitive factor and nobody against that this quality virus has to be spread. The paper would like to help with methods and techniques -what are not well known and used in the domestic organizations- to spread this virus in different fields of the organization. Its strategic motto is: Instead of quality management development and improvement the quality of the management has to be developed in the interest of quality management. Today, that idea has to be given up what says more and more modern quality systems development start is needed instead of it the whole quality of the management has to be developed. High level of the quality system is not equal with the high quality of the management. It has to be turned. The high level of the management quality will ensure the possibility of well operating high level quality management. The paper wants to present this from different aspects on the one hand by comparing the classical development of quality management systems on the other hand by new (volume, profit and quality) approaches of certain management elements and methods.

scholarly journals Digital transformation of the public administration model in the regions

2019 ◽  
pp. 120-128
Author(s):  
Vladyslav Rakipov
Keyword(s):  
Public Administration ◽  
Local Governments ◽  
New Technologies ◽  
Digital Transformation ◽  
Document Management ◽  
Management Systems ◽  
Electronic Interaction ◽  
Planning Period ◽  
Public Authorities

The purpose of the article. The aim of the article is to study the processes of digital transformation of the model of public administration in the regions. Methodology. The theoretical and methodological basis of the study are the scientific works of scientists in the study of the system of digital transformation of public administration in the regions. To achieve this goal, the following research methods were used: theoretical generalization – determination of the main directions of modernization of public administration with the use of digital technologies; methods of statistical analysis – characteristics of the number of public authorities and local governments that provide the opportunity to use the tools of e-democracy. Results. The current state and main trends of digitalization of public administration are studied, which allowed to identify areas and areas of modernization of public administration on the basis of digital transformation, namely: modernization of public services; development of branch e-government; ensuring electronic interaction of state electronic information resources, unification and standardization of electronic registers, state databases, cross-border interaction centers; development of e-democracy and transition to digital document management systems. The level of application of these technologies differs significantly not only at the regional level, but also at the level of municipalities and individual communities and depends primarily on the political will of public administration and local self-government. An analysis of the state of digital transformation of public administration in Odesa region using surveys and studies of national and international rating agencies, which allowed to determine the current comparative state of digital adaptation of public administration in Odesa region and identify the most problematic issues that are typical for other regions and necessary to take into account when developing and implementing a regional strategy for digital transformation of the region for the next planning period, namely: administrative (comparative limited open data on budget information, regulations and procurement, insufficient use of e-democracy elements in management processes); technical (low quality of the basic information and communication infrastructure of e-government; insufficient level of IT support of internal document flow; understaffing of the workforce with the latest technology; problems with communication and quality of the Internet in some areas); organizational (lack of effective coordination, cooperation and control between different departments, functions and subsystems of public administration, low level of data protection) personnel (lack of highly qualified specialists) and financial. Practical meaning. Analysis of the data on the number of public authorities and local governments that provide the opportunity to use the tools of e-democracy will determine the prospects for further work for public authorities. Prospects for further research. Accelerating the transition to the digital administration model requires reengineering management systems, processes and functions in accordance with the capabilities provided by new technologies, in particular using a process approach to management and networking, creating a single regional platform, interactive databases, implementation of electronic democracy in decision-making processes.

scholarly journals Where There Is a Way, There Is No Will! The Dichotomy between State Capacity and Quality of Public Spending in Brazil and Spain

2018 ◽  
Vol 8 (4) ◽  
pp. 137
Author(s):  
Marco Aurelio Marques Ferreira ◽  
Carmen Pineda Nebot ◽  
Daiane Medeiros Roque Ferreira
Keyword(s):  
Human Development ◽  
Public Administration ◽  
Local Governments ◽  
Public Spending ◽  
Quality Of Services ◽  
Relationship Patterns ◽  
The Public ◽  
Public Managers ◽  
The Relationship

The analytical basis of this work relies on the disclosure of the relationship patterns between budgetary capacity and human development, providing the argument that sometimes “where there is a way, there is no will”. The argument provided is that the budgetary capacity can be either spoiled by the quality of public administration, by lack commitment or even by money displacement. Thus, we mean that sometimes the public managers, especially the mayors, may fail to convert a satisfactory budget conditions in public product and services aligned to contribute to human development. The purpose of this study is to investigate these dimensions regarding local governments of Brazil and Spain, considering the advantages of the differences and similarities between these countries on many issues. Among the main findings a curious fact has been observed, many municipalities with a great budgetary capacity show low quality of services and products provided to the citizens.  The results highlighted several factors, which affect the relationship between municipal budget and human development. These factors could be considered by policymakers to build more equitable resource redistribution policies and to improve the quality of public spending in local government.

scholarly journals EUROPEAN IMPROVEMENT MODEL FOR CAF PUBLIC SECTOR ORGANIZATIONS – EXPERIENCE OF PILOT IMPLEMENTATION IN RUSSIA

2020 ◽  
Author(s):  
Маркварт Эмиль ◽  
◽  
Маслов Дмитрий ◽  
Лаврова Татьяна ◽  
◽  
...  
Keyword(s):  
Public Sector ◽  
Public Administration ◽  
Local Governments ◽  
Control Function ◽  
Performance Measurement System ◽  
Self Assessment ◽  
The Public ◽  
Public Sector Organizations ◽  
Pilot Implementation

The need for a full-fledged performance measurement system in field of quality of the public administration in Russia remains on the agenda in the light of strategic initiatives for the development of the country. The existing approaches to quality assessment, based on ranking and rating, perform a control function, but do not give government bodies at various levels, local governments, public sector organizations the necessary tools to improve performance. In this regard, in recent years, Russia has been in search of models, methods of increasing efficiency and improving the quality of activities of state and municipal authorities and public sec-tor organizations. The article is devoted to one of the modern models of quality management in the field of public administration – the European model for improving the activities of public sector organizations through the self-assessment – the Common Assessment Framework (CAF model) and the possibilities of its application in Russia. The article was prepared as part of the research of the state assignment of the RANEPA.

System errors of manufacturers of medicines detected by conducting of state control in the area of circulation of medicines

2019 ◽  
Vol 2019 (5) ◽  
pp. 32-38
Author(s):  
Валентина Косенко ◽  
Valentina Kosenko ◽  
Алла Трапкова ◽  
Alla Trapkova ◽  
Светлана Тарасова ◽  
...  
Keyword(s):  
Quality Control ◽  
Quality Management ◽  
Management Systems ◽  
State Control ◽  
Quality Management Systems ◽  
Conducting State ◽  
Pharmaceutical Quality ◽  
State Quality ◽  
System Errors

The article conducts the analysis of system errors detected by Roszdravnadzor by conducting state quality control of circulating medicines, as well as weaknesses in pharmaceutical quality management systems of the manufacturers, that can influence the quality of manufactured drugs.

Evolution of the public administration system. The Republic of Estonia

2020 ◽  
Vol 22 (4) ◽  
pp. 82-118
Author(s):  
YANA TOOM ◽  
◽  
VALENTINA V. KOMLEVA ◽  
Keyword(s):  
Public Administration ◽  
Administration System ◽  
The Public ◽  
Administrative Reforms ◽  
Social Sphere ◽  
External Threats ◽  
The Social ◽  
The Republic

The article studies the main stages and features of the evolution of the public administration system in the Republic of Estonia after 1992. This paper presents brief geographical and socio-economic characteristics that largely determine the development of the country’s public administration. The evolution of the institution of the presidency, executive, and legislative powers are considered. The role of parliament and mechanisms for coordinating the interests of different groups of the population for the development of the country is especially emphasized. The authors analyze the state and administrative reforms of recent years, which were aimed at improving the quality of services provided to the population, increasing the competitiveness of different parts of Estonia, as well as optimizing public spending and management structure. The introduction of digital technologies into the sphere of public administration, healthcare, education, and the social sphere is of a notable place. Such phenomena as e-residency, e-federation, and other digital projects are considered. The development of a digital system of interstate interaction between Estonia and Finland made it possible to create the world’s first e-federation, and the digitization of all strategically important information and its transfer to cloud storage speaks of the creation of the world’s first e-residency, a special residence of data outside the country’s borders to ensure digital continuity and statehood in the event of critical malfunctions or external threats.

Evaluating slogan translation from the readers’ perspective

Babel ◽  
2015 ◽  
Vol 61 (2) ◽  
pp. 283-303 ◽  
Author(s):  
Lily Lim ◽  
Kwok Ying Loi
Keyword(s):  
Public Administration ◽  
English Translation ◽  
Public Authorities ◽  
Word Use ◽  
The Public ◽  
Translation Quality ◽  
Sports Events ◽  
Growing Economy ◽  
Survey Questionnaires

Slogans play an important role in conveying information to targeted audiences, and the translation of slogans tends to be studied under the rubric of public-notice translation. Previous research mainly uses researchers’ expertise to evaluate the quality of this type of translation. Yet, little is known about what the targeted readers think about the translation, although their opinions present key information that helps to determine whether the translation has achieved the intended effect. This paper elicits and systematically analyzes readers’ responses. We investigate the case of Macao, a rapidly growing economy where the demand for English translation has markedly increased in recent decades. Public administration bodies in Macao have commissioned Chinese-to-English translation in varied areas such as tourism, social security and welfare, cultural and sports events. We sampled ten translated slogans that were used in the public sector, and administered survey questionnaires (n=130) to both source-text and target-text readers. The two groups of readers’ evaluations, based on the criteria of fluency, conciseness, persuasiveness and mnemonic effect, reveal that the translations are perceived significantly less favorably than the originals are. Readers most strongly disliked word-for-word translations, and pointed out numerous problems with the translations such as ungrammaticality, inappropriate word use, lack of appeal, and unintelligibility due to insufficient background knowledge. This research demonstrates the tangible value of using readers’ responses to evaluate translation quality. It also has implications for translator training, and recommends that public authorities should institute a rigorous quality assurance system.

FISCAL EQUIVALENCE: PRINCIPLE AND PREDATION IN THE PUBLIC ADMINISTRATION OF JUSTICE

2021 ◽  
Vol 38 (1) ◽  
pp. 244-265
Author(s):  
Emily C. Skarbek
Keyword(s):  
Public Administration ◽  
Equivalence Principle ◽  
Justice System ◽  
Service Providers ◽  
The Political ◽  
The Public ◽  
Local Police ◽  
Administration Of Justice ◽  
Internal Pressures ◽  
And Control

AbstractFiscal equivalence in the public administration of justice requires local police and courts to be financed exclusively by the populations that benefit from their services. Within a polycentric framework, broad based taxation to achieve fiscal equivalence is a desirable principle of public finance because it conceptually allows for the provision of justice to be determined by constituent’s preferences, and increases the political accountability of service providers to constituents. However, the overproduction of justice services can readily occur when the benefits of the justice system are not enjoyed equally. Paradoxically, the same properties that make fiscal equivalence desirable by imposing restraint and control between constituents and local government also create internal pressures for agents of the state to engage in predatory, revenue-generating behavior.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

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