Introduction 5 Background Information 5 Preliminary Findings 7

Organizational structure for promoting quality

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5 Organizational structure for promoting quality

Member State


Description (of co-operation)


Federal Chancellery, Department for Administrative Reform


The organisational development unit at … (?)

The organisational development unit disseminate and promote the CAF, give training, support all federal administration for BPR, BPM, customer orientation, complaint procedure, personnel enquiry, coaching, leadership, …

All the people of the steering committee of the national conference is promoting CAF, quality on his level (federal, regional, provincial, local).

We have built a special CAF for the local administrations for the local civil servants with Polytheia edition.

We have also developed with a working group composed by teachers of different levels for the educational sector a special CAF.


Ministry of State Administration and Administrative Reform – leading role

Council of Ministers

National Association of the Municipalities in Republic of Bulgaria.

QM units or experts within some administrations.

Association "Club 9000" is a non-profit nongovernmental organization (NGO), established in 1991. The Association was created as an answer to the appeared real necessity to speed up the harmonization of the activities related to the Quality Management in the Bulgarian organizations with the internationally accepted practices embedded in the International Standards

More info:


The Public Administration and Personnel Department and the Cyprus Academy of Public Administration have the responsibility for promoting QM in PA (PAPD and CAPA fall under the Ministry of Finance)

Czech Republic

  • Czech Republic Quality Council

  • National Information Centre for Quality Promotion (Executive body of the Council)

  • Czech Quality Award Association

  • Ministry of Interior

  • Ministry of Labor and Social Affairs

  • Ministry of Environment

  • Czech Society for Quality

Czech Republic Quality Council

The Czech Republic Quality Council affiliated to the Ministry of Industry and Trade is responsible for the coordination of activities of the State and private bodies and organisations in connection to the National Quality Policy. The Council’s position, activity and structure are governed by its statute. Its structure corresponds to the importance of this body that represents all decisive interests. The importance of the Council’s function is emphasized by being headed by a leading state representative.

The Council's task is to coordinate individual activities not only in the scope of the National Quality Policy programme but also to improve the connection between industries and their policies. The Council regularly informs the Government about achieved results, respecting the fact that the representative of the Ministry of Defense for NATO has specific deciding powers with respect to questions of quality, concerning NATO requirements.

National Information Centre for Quality Promotion is an executive body of the Council,

its goals is to provide qualified information from the area of quality to the public. There was constructed an information system for this purpose, which is accessible to the public free of charge on the Internet website.

Czech Quality Award Association is a NGO for organizing a contest for Czech Quality Award for private and public sectors.

Ministry of Interior is responsible for the system of PA, including quality management (since November 2006).

Ministry of Labor and Social Affairs is responsible for quality and availability of social services in the Czech Republic. This involved the introduction of community planning at local and regional levels.
Ministry of Environment provides the Environmental Impact Assessment (EIA) for other organisation.
Czech Society for Quality is a non-governmental non-profit organisation for implementing of the National Quality Policy, it has the necessary contacts abroad (EOQ – European Organisation for Quality membership, EFQM - European Foundation for Quality Management membership, ASQ – American Society for Quality membership), a long-term

experience and a wide members’ base (more than 1500 individuals and 70 collective members including significant industrial enterprises and service organisations) (please see also


Ministry of Finance: Since the start of the 1980’s the Ministry of Finance have been the driving force behind the Modernisation Programme, in which many Quality Management elements are located. The Ministry of Finance is in charge of the implementation of the majority of the initiatives in the Quality Reform. Link:

Center for Development of Human Resources and Quality Management (SCKK): This secretariat of Quality Management was established by the Ministry of Finance and the major public labour organisations: AC, FTF and LO in 1999. The secretariat develops and communicates knowledge on the quality management. Furthermore concrete dissemination of CAF and the Excellence Model takes place through training, networks and events. Link:


In Estonia the responsible institution for the promoting TQM in PA is Ministry of Finance however, some tasks are also carried out by the Ministry of Economics and Communication and Ministry of Internal Affairs.

In Estonia the responsible institution for the promoting TQM in PA is Ministry of Finance. The Ministry is responsible for the elaboration of the principles of the quality management and co-ordination of their implementation.

In the strategic plan of the Ministry of Finance for the year 2008-2011 there are the following tasks on this field:

  • to elaborate and implement the projects in the field of quality management (CAF), the evaluation of their results and impact;

  • to conduct the public sector quality award.

There are some tasks also carried out by the Ministry of Economics and Communication – e-services and e-government development - , and Ministry of Internal Affairs – the development of the quality public services. The last task was given from the Ministry of Finance to the Ministry of Internal Affairs in 2007.

  • Ministry of Finance,

  • Association of local and regional authorities,

  • the ministries in their own administrative fields.


Directorate general for State modernisation (Ministry of budget, public accounts and civil service) is in charge of promoting quality in public administrations

There is a correspondent for quality in each department

Local project leaders are in charge of implementing “Marianne Label” at local level

On 30 December 2005, Directorate general for state modernisation was created and took over responsibility of coordinating actions to improve quality in public administrations for the benefit of the users. Therefore,

  • it promotes actions in order to better meet the users’ needs, to improve the quality of the service delivered and to evaluate quality of service,

  • it coordinates actions of law simplification and reduction of administrative burden,

  • it is associated to the elaboration of measures for better regulation and simplification of administrative language.

(see :

Each department has a correspondent for quality. The group of quality correspondents meets on a regular basis with the Directorate for State modernisation, to follow up the ongoing projects.
Large ministries have dedicated structures to promote quality with a network of correspondents in every directorate.
A partnership is established with NGOs acting in the field of public quality:

  • France Qualité Publique :

  • AFAQ-AFNOR (AFNOR group : French standardization association) :

Mouvement français pour la qualité (French movement for quality) :

Institut Paul Delouvrier :


For CAF:

German CAF center : since 2001 (Speyer) / since 2006 (BVA)

Concretizing the periodical CAF-process means:

  • To fix the CAF-process within the organisation

  • To determine responsibilities

  • To establish relationships to other management tools like the BSC or strategic conferences

  • To elaborate a mutual obligatory understanding of subcriteria

For 2008 and the next years the CAF – Centre in Cologne ´will concentrate it´s activities on the following issues:

  • Reports about experiences with federal CAF-processes

  • Promote the spreading of CAF in fairs and congresses

  • Know-how exchange and- transfer

  • Basic help, information and initial consultation for a few administrations



The Directorate of Quality and Efficiency of the General Secretariat of Public Administration and E-Government of the Ministry of Interior is responsible for promoting efficiency, effectiveness and quality policies in public administration at the central level. Each Ministry has a Directorate of Quality and Efficiency with similar responsibilities in its policy area. Similar units have been established at the level of Peripheries (regional government). Moreover, at local government level the establishment of special units is underway or the granting of responsibilities on the area of Quality management is given to already existing administrative units.

Finally, the Directorate/ Ministry has set up a “Quality Network”, that is a network of public organizations coming from all levels of government which use CAF and/or are involved in quality policies. The Network meets on a regular basis every 2 to 3 months and discusses or exchanges views/ experiences on quality/CAF. In the Network participate a number of organizations from all levels of government i.e. ministries, municipalities, hospitals.


Between 2003 and 2006, the Public Administration Organizing and Civil Service Office of the Ministry of the Interior had the responsibility to strengthen innovative public services results, develop quality issues, disseminate CAF in Hungary, develop a quality policy serving national and local governmental interests.

Since 2006 the mentioned functions were transferred to the competence of Prime Minister’s Office.


The Irish QCS Initiative is managed centrally by the QCS/Communications Unit of the Public Service Modernisation Division, Department of the Taoiseach (Prime Minister). Government Departments, Offices, Bodies and Agencies also have their own Customer Service Officers / Units. Parent Departments are also responsible to ensure that the various elements of the QCS Initiative are implemented in the organisations under their aegis.


Quality activities in public services are promoted by the public administration both at the central level (Presidency of the Council of Ministers, Ministries, Ministers, non economic national bodies) and at the local level (regions, municipalities, provinces).

Important initiatives have also been identified in other areas, such as the National Health Care Service, the Schools system, the Museum sector and the Social Services.

An important role has also been played by Formez, a technical agency supporting the Department of Public Administration in the promotion of the CAF and in organizing the Quality Award (Premio Qualità PA).


The State Chancellery

The coordination of QM activities are under the responsibility of the State Chancellery since 2005. The State Chancellery is a central public administration institution directly subordinated to the Prime Minister. The State Chancellery is headed by its director, who is a top-rank official appointed and dismissed by a Cabinet’s order according to a recommendation of the Prime Minister.

The State Chancellery has the following functions:

  • to provide preparation and process of Cabinet sittings;

  • to participate in the policy planning processes and coordinate the implementation of the national policy; in cooperation with ministries to present proposals on priorities for national development;

  • to ensure elaboration of the development policy of public administration (incl. the state civil service) and coordinate and supervise its implementation;

  • when assigned by the Prime Minister, to coordinate and to control enforcement of the decisions adopted by the Cabinet of Ministers and the Prime Minister;

  • to inform the public about work and activities of the Cabinet of Ministers.

The goal of the activities concerning the development of public administration is to ensure that public administration is lawful, united, rationally organized, open and oriented towards development and meeting of client needs.

The following medium-term priorities are set for this line of activity:

a) development and implementation of public administration reform policy;

b) planning and implementation of public administration human resource development policy;

c) use of European Union financial instruments for development of human resources of public administration;

d) introduction of quality management and service quality in public administration.

Policy coordination including the QM issues are handled by the Policy Coordination Department.

More info:

(The State Chancellery is working with public administration development issues since 2003. Before that there were different institutions responsible for this branch, that were reorganised over the time)

Secretariat of Special Assignments Minister for Electronic Government Affairs

In 2004 December for the first time in Latvia was created the position of Minister who is responsible for e-Government, information society and information technologies policy development, implementation and coordination.

The Secretariat is not directly involved in QM policies, but it works with e-services and improvement of interinstitutional cooperation and information exchange.

The main tasks of the Secretariat amongst facilitation the usage of ICTs and introduction of e-government ect. are also:

  • to improve the collaboration between State Registers – in order to improve the efficiency of public institutions;

  • to develop different types of services and make technical and organizing infrastructure services available and easy accessible for usage

  • to develop new e-services.

  • More info:

The Ministry of Economics

The aim of the Ministry of Economics is to reach the competitiveness of the national economy at European level. Therefore the Ministry promotes sustainable development of structurally and regionally balanced national economy. The ministry works in different fields without direct connection to QM policy, but it deals with issues of administrative burden, better regulation and the introduction of Lisbon strategy. The Ministry of Economics also coordinates and supervises the systems of national standardization, accreditation, metrology and market supervision. ( )

What concerns the QM, one thing should be mentioned. Namely – the Ministry of Economics has regular cooperation with Latvian Association for Quality organising the Quality conference and issuing the Quality Award. Association is non profit, non governmental organization. Its aim is to provide Latvian entrepreneurs and Latvian national economy with information and education in field of quality, ensuring the competitiveness and export possibilities of goods and services on the level of national, European Union and international market. ( )

Latvian School of Public Administration

The School of Public Administration provides training for the civil servants. But the courses offered for quality managers are very fiew and not regular due to financial constraints.

Another non-governmental organisation that could be mentioned is Latvian National Quality Society, that was established in 1992. to promote the culture of quality in any field of management and economics. The Society has cooperation with European Organization for Quality and European Foundation for Quality. It implements Business Excellence model implementation as well as organizes the European Quality Week events in Latvia ( )

The activities with QM in these institutions are unfortunately quite separated from each other as they are deeply integrated in other functions of the institutions and therefore viewed as their internal issue. The State Chancellery is still working out ways, how to “organise” the introducing of the QM and increasing the quality of services a “system” – without intervening in the traditional distribution of functions.


The Ministry of the Interior is responsible for promotion of quality management in public administration. But the legal acts in Lithuania do not regulate compulsory implementation of the quality management methods in public administration institutions. Therefore public sector institutions have there own initiative to implement quality management. However Common Assessment Framework is recommended for the public administration institutions.


*Office Luxembourgeois d'Accreditation de la Surveillance (Luxembourg Accreditation and Surveillance Office)

*Conseil national d'accréditation, de certification, de normalisation et de promotion de la qualité (National Council for Accreditation, certification, and Quality promotion);
* Mouvement luxembourgeois de la qualité (Luxembourg Quality Movement) (
State Modernization Committee
Organisation unit for Administrative Reform (Ministry for civil services and administrative reform).

Cooperation between these organizations, involved ministerial departments represented in the different organizations and committees


The quality function is managed centrally by the Charter Support Unit within the Office of the Prime Minister. At line Ministry level, Directors (Programme Implementation) are responsible for quality issues. Moreover, each Ministry employs a Customer Care Co-ordinator.

Central initiatives rope in the input of staff employed at line Ministry level.

The Netherlands

For the public sector:

  • Ministry of the Interior and Kingdom Relations:

  • Ministry of Economic Affairs:

  • Ministry of Finance:

  • VNG (association for Dutch municipalities):

  • IPO (association for Dutch provinces):

  • UvW (union of water board districts):

For the private & public sector:
  • ICTU (ICT and government):

  • INK (Dutch derivative of EFQM):

All these websites are available in English, except the websites of IPO en INK.


A number of actors is involved in promoting QM in PA in Poland. There is usually no hierarchy of responsibilities among them since they carry out their own policy.

Main central government institutions, addressing their quality policy toward dependant units, are as follows: Chancellery of the Prime Minister, Ministry of Interior and Administration, Ministry of Finance and Ministry of Justice. Unions of local administration institutions also promote QM among their members. NGOs are important actors, too (e.g. EFQM National Partner Organization). Currently, a number of quality consultancy/training firms is growing.

An important number of Polish public institutions have quality officers in charge of quality development process. It is probably the result of implementing ISO 9001-2000 standards that reveals the necessity of appointing such a post.


Portugal doesn’t have a specific organized public structure for promoting quality in PA.

Like the history shows, there are some actors with initiatives towards quality, but they aren’t combined to form an organised structure.


Ministry of Interior and Administrative Reform: Central Unit for Public Administration Reform - CUPAR and National Agency for Civil Servants - NACS

Ministry of Interior and Administrative Reform: Central Unit for Public Administration Reform - CUPAR ( and National Agency for Civil Servants - NACS (


The Central Unit for Public Administration Reform (CUPAR) is a structure within the Romanian Ministry of Interior and Administrative Reform, established in 2002 and aimed at coordinating public administration reform in Romania.


National Agency of Civil Servants (NACS) is a central institution under the co-ordination of the Ministry of Interior and Administrative Reform, established in 2000 in order to ensure the management of civil service and of civil servants’ body, being the main institution in charge for the Romanian Civil Service Reform.

The professionalization of the Romanian civil service and the improvement of the quality of public services .offered by the civil servants is a shared responsibility between NACS and CUPAR and other central institutions as well.

Slovak Republic

The Slovak Office of Standards, Metrology and Testing is the only one body responsible for the state quality policy in the Slovak Republic.


  • Ministry responsible for PA: Ministry of Public Administration, since Dec 2004; before Dec 2004: Ministry of the Interior;

  • Quality Committee at the ministry responsible for PA;

  • National Metrology Institution – MIRS (for EFQM)

Ministry of Public Administration

Since December 2004, Ministry of Public Administration is in charge for the system of Public Administration what includes also QM in PA.

The main reason for establishing the Ministry of Public Administration originates in the intention of the Government to fasten together some different organizational units (already operating under some Ministries or as government offices) which shared the common goal, namely to improve the functioning and the quality of public administration.

The mission of the Ministry is friendly and efficient public administration, and additionally: to privide public administration which will be comparable with public administrations of other EU Member States and will be – in the sence of advanced organization, customers’ satisfaction and its impact on public finances – among the best in the EU.

Main strategic goals and directions of the Ministry of Public Administration till the year 2008 are concerning:

  • customer orientation;

including: towards customers oriented administrative processes; further development of e-government and other modern mechanisms for supporting relations with external and internal customers, and for providing efficient and competitive service to individuals, civil society and to the economy;

  • efficient public employees’ system and fair salary system;

including: all the aspects of modern human resources management; transparent, fair, holistic and temperate salary system;

  • quality and efficiency of the functioning of the public administration;

including: quality management in public administration; quality and efficiency at all decision-making levels; efficient and rational operations, with lower costs and less public employees in the civilian part of state administration;

  • openess and transparency of the whole public administration system;

including: simple, holistic and free of charge access to public information; accessibility of all information on public expenditure; participation of public in decision-making.

Quality Committee

In March 1999, the Quality Committee was established on the Ministry of the Interior. Purpose of the Quality Committee is to pursue for efficient, citizen friendly, transparent and responsible state administration. The Quality Committee set following goals of its activities:

  • to improve efficiency and effectiveness,

  • to increase clients' satisfaction,

  • to increase employees' satisfaction,

  • to control and manage costs,

  • to improve transparency,
  • to rise reputation and visibility, and

  • to gain quality certificate for individual administrative unit.

Activities of the Quality Committee are planned on strategic view on the whole administration and were, till now basically oriented on administrative units where the most of citizens' contacts to the administration are exercised.

National Metrology Institution

The Metrology Institute of the Republic of Slovenia (MIRS) , acts under the Ministry of High Education, Science and Technology, and was established in June 1991.

The Metrology Institute of the Republic of Slovenia establishes and manages the system of the Business Excellence Prize and performs all the necessary professional and administrative assignments for this programme.

MIRS is National Partner Organization (NPO) of EFQM.

Permanet co-operation between ministry responsible for Public Administration and MIRS:

  • In 2002/2003: Translation of EFQM model / Brochures into Slovene language;

  • In 2004/2005: Pilot Project of the National Quality Award for the Public Administration;

  • In 2006: Translation of CAF 2006 into Slovene language;

  • In 2007: Pilot project SOOJU.


In Central Government Administration there is a shared responsibility between the Spanish Agency for the Evaluation of Public Policies and Quality of Services and the Secretariat General for Public Administration, both being part of the Ministry of Public Administration.

The Ministry is responsible for the political boost for QM in PA and the Spanish Agency for the Evaluation of Public Policies and Quality of Services takes on some of the duties of “management and service provision” to central government bodies (advice, methodological standardisation, assessments, certifications) and to the public.

There are other mechanisms used in Spain to share resources and experience in the promotion of QM in PA.


Autonomous Communities. (Regions) In Spain there are 17 Autonomous Communities. Most of them have their own Quality Promoting Plan, every one having a unit responsible for promoting quality actions.


The Spanish Municipalities and Provinces Federation, through the Committee of Modernisation and Quality, promotes the use of quality management systems in the Municipalities.

Some private associations collaborate very closely with public administrations in the promotion of QM: The Club for Excellence in Management is the National Partner Organization (NPO) of EFQM in Spain, and therefore represents EFQM within the country; The Spanish Association for Quality (AEC), The Spanish Standardisation and Certification Body (AENOR)

The Ibero-American Foundation for Quality Management (FUNDIBEQ) is an international non-profit organization which promotes and develops the Overall Quality Management in Ibero-America.


The Inter-Administrative Network for Quality of Public Services, coordinated by the Spanish Agency for the Evaluation of Public Policies and Quality of Services, integrates the Agency, the seventeen Autonomous Communities, the Municipalities and Provinces Spanish Federation and the National Agency for University Quality Evaluation and Accreditation. It is the institutional inter-administrative body for the cooperation for quality matters. Its objective is the establishment of a collaborative network to share knowledge, resources and best practices, the promotion of quality programs in Public Administration and the development of concrete actions as the celebration of National Conferences on Quality of Public Services.

The network meets twice every year. The responsibility for holding the meetings is shared by the different members of the network. There are different working groups operating in the network for specific tasks.
Some private associations collaborate very closely with public administrations in the promotion of QM: The Club for Excellence in Management is the National Partner Organization (NPO) of EFQM in Spain, and therefore represents EFQM within the country, The Spanish Association for Quality (AEC), The Spanish Standardisation and Certification Body (AENOR), The Ibero-American Foundation for Quality Management (FUNDIBEQ) is an international non-profit organization which promotes and develops the Overall Quality Management in Ibero-America.



United Kingdom


LL regarding the Organizational Structure for Promoting Quality:

Co-operation and networks pay off.


The creation of synergies, either informal or formal, between the different actors that promote quality management systems, is essential for supporting initiatives and for proposing coherent paths.

A more precise definition and separation of functions might be needed, as well as informative coordination network.

It is important to ensure that there is an appropriate structure at line ministry/department level to “own” and to implement quality-related initiatives.


Although the QM approach is decentralized, it’s advisable for government institutions to cooperate in promoting QM in PA. Those institutions (sometimes also others) remain in direct working contacts.


  • The need for institutionalise inter-administrative cooperation for quality matters. The main benefits are the establishment of a collaborative network to share knowledge, resources and best practices, the promotion of quality programs in Public Administration and the development of concrete actions.

  • The global structure for promoting quality needs to be structured as a Public-private partnership (PPP), oriented to contribute to the development of productivity and competitiveness of national economy.

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