Commitments of the Ukrainian government made during Orange Revolution put pressure to invest in improving the performance of the public sector. In order to meet the rising expectations of the society, public administration has to become more business like. That is why public administration, in its process of improvement, should introduce some solutions from the private sector regarding customer service, external communication, innovation, process improvement, human resource management, internal communication, and motivation to provide high quality of services. The ultimate aim is to achieve tangible improvements in the quality of public services delivered to citizens.
Quality management has been
used in public sector in a number of countries. In
2. Objective of the project
The objective of this
Developing a methodology, management framework and guidelines
for implementing quality management standards in the public
2) Carrying out policy campaign involving stakeholders and developing policy recommendations for implementing quality standards in public administration.
3. Key issues
My research and policy papers undertake to answer the following questions:
1) What are the available quality models applied in public administration? How are they different? What do they have in common?
2) How do countries apply
quality management tools? What experience can be useful for
3) What are some key problems that could be addressed by quality management? What are the benefits of quality management?
4) What are key steps in building a sound quality management system? What are success factors?
4. Activities and strategies
The Main Civil Service Department has been selected as a pilot institution to introduce quality management system. The Head of the Main Civil Service Department is committed to build and certify its system to comply with ISO 9001 standard. A strategy based on research of international experience will be developed for the Main Civil Service Department.
Structured interviews with
renowned quality management experts will allow to gain in-depth
various quality models to gain broader perspective on the possibility
adapting a system. Study tour to
An implementation strategy will be supported by the practical training for civil servants. Quality management documents and other tools will be developed.
A policy paper will be draft to serve as a policy campaign tool to facilitate broader discussion and engage other government agencies into the quality thinking.
5. Importance of the project
The new government of
Quality management has been
serving a number of public administrations in
A pilot project to build quality management can serve as an example for other government agencies. International experience shows that quality management is successful only when there is a commitment and a sense of ownership in the organization. Hopefully, success of a pilot project and a policy campaign involving various stakeholders can put pressure on other government agencies to improve.
6. Results and application
The results of this project
have two parts. First of all, research on quality models and best
various countries will be conducted. Secondly, practical work will be
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