Introduction 5 Background Information 5 Preliminary Findings 7

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12 Measuring Quality of PA

Member State




In key sectors (Finance, Justice…) a project has been executed where mystery shoppers have tested the quality of the service.


Yes, since 1998

In 1999, The economy inspection has used the quality barometer to evaluate the customer satisfaction.

Results published at:


On the website you can find European and national quality conference, articles on CAF, CAF brochures can be downloaded, databank with CAF applications and good practice, links on quality in the public sector. We hav more than 200 CAF applications registred.

On demand of federal public organisations the organisational development unit can give theory and practice of the CAF.

Twice a year the Federal institute of training organise training on several quality approaches and the CAF. The name of the training is quality management in organisations.

There is a databank on the website for all Belgian public organisations to do benchmarking.


Yes, since 2003

The quality in the PA is measured on the basis of Self-Assessment performed by all administrations according to the EFQM model. There are 4 stages of development – basic, developing, operational and excellent.

See example at the end of the table.


Not in use

Czech Republic

Not in use


Partly in use.

Quality contracts: From 2010 the municipals will make quality contracts with the citizens. The contracts will include clear and quantitative goals within each service-area. The municipals will each year evaluate their efforts and communicate the results to the citizens. Link:


Not in use

The measuring of the quality is not done directly, however we can say that the annual activity reports of the state agencies submitted to the Ministry of Finance contain some information about their annual performance also concerning quality initiatives.



On the aggregate level there is the Finnish Public Service barometer, otherwise the case here is similar than in other issues and it is up to the organisations themselves and there is no centralised data gathered on what methods the organisations use.



On 12 December 2007, the council of the modernisation of the public policies decided, that the reception of each ministry will be the subject to an external evaluation by a third party, which will be published annually.

This measure consists in following the progression of the departments in their practices of the users' reception between 2008 and 2011, for the 4 reception channels (physical, telephone, postal mails and e-mails).
Measuring this progression will give of legibility to the effective implementation of the 18 engagements of the Marianne reference frame which will be gradually deployed in the State services, between 2008 and 2010.
A mystery survey is an efficient assessment instrument which will make it possible to guarantee an objective evaluation of the mechanism. Investigators pass themselves off as users and appreciate if the observed practices meet the commitments of the Marianne reference frame, using an observation and pre-established scenario grid. The results of these surveys could be exploited by territory (region and department) and by ministerial network.
Moreover, quality of public administration has to be measured to comply with legal obligations:
According to the constitutional bylaw of 1st August 2001, performances indicators are associated to each program included in the budget act, and approved by the parliament. They are measured during budget execution, and included in the “annual performance report” appended to the budget review act. Some of these indicators reflect the quality of service delivered to the users. For example, the tax and revenue department measures the level of implementation of the service standard specified in the program “Making tax simple” (“Pour vous faciliter l’impôt”).




Not in use



“Public administration barometer”, Link:
CAF results; Link:



Comprehensive surveys of Civil Service customers are undertaken by the Department of the Taoiseach on an annual basis.
In addition, all Public Service organisations are actively encouraged to undertaken regular surveys (as part of the Customer Charter process) and other satisfaction measurement / assessment techniques such as mystery shopping, focus groups, feedback processes, etc.



Each Administration evaluates autonomously its quality and there is no single database gathering all the results. Quality is systematically evaluated only in some PAs. Several surveys have been carried out at the national level, concerning specific sectors or specific services.

Administrative autonomy, in spite of its importance in allowing to take into account organizational specificities, has created a big discrepancy at the national level: there are some country’s areas characterized by a scarce use of quality tools and a low quality in public services).


There is no system of regular measurement of overall quality of PA. Nevertheless since 2003 as the guidelines for implementing the results and indicator system the performance management has been one of the top issues of PA. The results and indicators are set, measured and analysed within a policy/document/field. The results help to evaluate the overall quality of PA very indirectly.


Yes and no

In Lithuania there is no systematic measuring of quality in public administration. Law on Public Administration defines that monitoring is organised in public administration institutions by the Government of the Republic of Lithuania or an institution authorised by it. Additionally in public administration institutions there is control of internal administration.

In 2007 was executed monitoring of implementation of quality management methods in public administration institutions. This survey will be continued every year.

In the future the monitoring system of public administration system is going to be created. This system will be created by the support of EU structural funds.


Yes, since 2006

Support for Performance Indicators with program CAF


Not in use

The Netherlands

There is no overall system for measuring the quality of PA. There are a lot of monitors that tackle a part of the government, for instance:

  • Government scan

  • Output measurements

  • Scan of governmental strength

  • Electronic services (goal: 65% of the services electronically available)


Yes, since 1990’s in tax administration

Quality indicators are in use in tax administration from nineties. The are elaborated by Ministry of Finance. For now they are not many of them, but in the frame of the project described above there will be about a 100 of indicators elaborated in order to measure quality of services in tax administration, identify achieved results, measure of decision making on task realization, staff satisfaction measurement etc.

In the IDP a number of indicators was developed, to facilitate measuring management in 8 areas such as strategic and financial management, HRM, project management, economical development stimulation etc.


Not in use


Not in use

Slovak Republic

Not in use


Yes, since 2003

Results published at:

  • CAF:

Version CAF 2002:

Version CAF 2006:

  • Customer satisfaction (yearly bases):

  • Quality barometer (monthly):

  • Administrative units performance:

Several reports available at:


since 2006

The Observatory for the Quality of Public Services
The Observatory for the Quality of Public Services, one of the units in the Spanish Agency for the Evaluation of Public Policies and Quality of Services, is a platform for citizen information and engagement in the design of public services.
The Observatory’s primary aim is to provide a comprehensive vision of how well Public Services work. This vision is developed with the help of those involved in such services. Also it is published and distributed mainly to citizens and special stakeholders.
The Observatory for the Quality of Public Services’s purpose is to:

  • Analyse the quality of public services from the citizens’ perspective and propose general improvement initiatives.

  • Do in-depth researches of those public services that are the object of the most public demand or social relevance at a given time.

  • Provide citizens with general information on the quality of services.


Yes, since 1989

United Kingdom


A variety of measures are in place although there is no central required measure applicable to all organisations. Targets and measures are agreed as part of the overall performance management and business management process.


The quality in the PA is measured on the basis of Self-Assessment performed by all administrations according to the EFQM model. There are 4 stages of development – basic, developing, operational and excellent.

2005 2006

Basic Developing Operational Excellent

Spain example: The Observatory for the Quality of Public Services (to be added as a case).

LL regarding Measuring Quality

  • The need to establish Quality Units in all Ministries whose sole purpose is to promote the programmes in their field of management.
  • The need to think about the best methodology to foster the programmes from the Agency.

  • The need to exchange information on the results achieved and on implementation strategies throughout the public administration as a whole. This would enable the comparability and exchange of good practices between different levels of the administration.

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