Introduction 5 Background Information 5 Preliminary Findings 7



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Comparative Analysis:
Quality Management in Public Administrations

of the

EU Member States


Status: Draft report, for INTERNAL IPSG use only
Ljubljana, 7th May, 2008


Contents



Acknowledgement 3

List of Abbreviations 4

Introduction 5

Background Information 5

Preliminary Findings 7

1 Quality Management Development 8

2 QM approach at the state level 22

3 QM strategy, strategic documents and initiatives 29

4 QM Policies 38

5 Organizational structure for promoting quality 43

6 Excellence Models 56

Level 58

7 International Quality Standards 65

8 Quality Conferences 68

9 Quality Awards 72


10 Benchmarking 79

11 Quality / Citizen's Charters 84

12 Measuring Quality of PA 89

13 Testing Customers' Satisfaction 93

14 Training for QM 99

15 Publications on Quality in PA 105

16 Quality Tools in the PA organizations 108

17 Government support to the use of excellence models and other quality tools in PA organisations in your country 111

18 Sharing good practices 116

19 Other Relevant Information 118

Emphases from the National Approaches / National Development Stories 119

Bibliography 152

National Publications 152

Enclosures 154

Template for Gathering the Existing Information (February 2008) 154

Example from the CR Matrix (May 2008) 154

Acknowledgement





IPSG Member / Contact Person

Template filled-in by

Country

Michael Kallinger

Michael Kallinger, Federal Chancellery

Austria

Isabelle Verschueren

Isabelle Verschueren, SPF Personnal and Organisation

Belgium

Marieta Todorova

Marieta Todorova, Ministry of State Administration and Administrative Reform

Bulgaria




Andreas Mylonas and Pavlina Mela, Public Administration and Personnel Department, Ministry of Finance

Cyprus

Aleš Pecka

Pavel Kajml, Ministry of Interior

Czech Republic

Rikke Rosenkvist Lindholst

Niels Fuglsang (organization?);

Rikke Rosenkvist Lindholst, Ministry of Finance;



Hanne Dorthe Sørensen, Center for Developement of Human Resources and Quality Management (SCKK)

Denmark

Karin Närep


Karin Närep and Reelika Väljaru, Ministry of Finance

Estonia

Katju Holkeri

Katju Holkeri

Finland

François Beauvais

François Beauvais, Ministry of budget, public accounts and civil service; Directorate general for State modernisation

France

Markus Priesterath

Markus Priesterath

Germany

Pantelis Tagalakis

Pantelis Tagalakis

Greece

Ákos Kovács

Ákos Kovács

Hungary

John Dolan

John Dolan

Ireland

Sabina Bellotti




Italy

Dace Aizstrauta

Dace Aizstrauta, State Chancellery

Latvia

Gitana Jurjonienė

Gitana Jurjonienė, Ministry of the Interior

Lithuania

Guy Wagener

Guy Wagener, Ministry for civil service and administrative reform


Luxembourg

Charles Polidano

3 persons (could they be named?)

Malta

Siwert de Groot

Mette Boom

The Netherlands




Marta Kuzawińska, Chancellery of the Prime Minister, Department of Civil Service and State Staffing Pool

Poland

Luís Evangelista


Ana Margarida Abreu, Organisational Management Department, Directorate General for Administration and Public Employment

Portugal

Irina Viorela Gligor

Claudia Lung, Central Unit for Public Administration Reform, Ministry of Interior and Administrative Reform, and Monica Dimitriu, Unit for European Integration International Relations and Programs with External Assistance, National Agency of Civil Servants

Romania

Monika Jurkovičová

Monika Jurkovičová

Slovak Republic

Gordana Žurga

Gordana Žurga, Ministry of Public Administration

Slovenia

Consuelo Hidalgo


Consuelo Hidalgo

Spain

Thomas Johansson

Thomas Johansson

Sweden

Roy Stephenson

Roy Stephenson

United Kingdom

NB: Purpose of this table (at the level of draft report) is to gather information on all who participated in the comparative analysis, and to use it for acknowledgement in the final report.




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