Enhancing the Quality of Public Service Delivery through Implementing Quality Management in Public Administration

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 Ukraine, as the government is searching for ways to increase efficient of its public administration and to improve service delivery, quality management can offer solutions.

The objective of this fellowship project is twofold:

1) Developing a methodology, management framework and guidelines for implementing quality management in public administration in Ukraine based on the case study of the Main Department of the Civil Service of Ukraine;
2) Carrying out policy campaign involving stakeholders and developing policy recommendations for implementing quality standards in public administration.


The methodological approach to achieve the objective would entail:

Green paper on problem formulation will be used for policy consultations and for promotion of quality benefits. To assist interested ministries with the introduction of quality management system the following tools will be developed:

Introduction of the quality management systems is one of the priorities of the Main Civil Service Department of Ukraine in its process of adaptation of civil service in Ukraine to the EU standards. The practical instrument of my fellowship is to carry out pilot audit of services and processes at the Main Civil Service Department and propose recommendations on the possibility of introducing ISO 9001 standard into MCSD.

Trips to study experience of other European governments will assist in seeing a big picture as these countries have made a significant progress with quality management.

Based on the research, structured consultations with stakeholders, and analysis of the international practices, a Green Paper would be developed providing a statement of a problem with current public service delivery and offering alternative solutions of various quality management models in public administration. This Green Paper would stimulate discussion about the possibility of introducing quality standards in public administration. Policy campaign will be conducted to develop a general consensus for and increase awareness of the quality benefits among key stakeholders and encouraging to apply the quality concepts in government institutions.

The outputs of this project will serve as a practical tool for ministries to assist with practical implementation of quality management in a ministry. Getting top civil servants is crucial for the success of this initiative so training and policy campaign will be undertaken.

The results of this fellowship research can be useful for any interested government of CEE or FSU country, as the methodology and policy guidelines will have applicability for the entire region.