Outputs: Working Group on Public Sector Quality

Outputs:Working Group on Public Sector Quality

Third phase: 2003 - 2005

The Book:"Implementation – The Missing Link in Public Administration Reform in Central and Eastern Europe” 2006.

Editors and Contributors:
William N. Dunn
Katarina Staronova
Sergei Puskarev
Contents

NISPAcee Proceedings from the NISPAcee Conference 2005. Moscow, Russia

Juraj Nemec, University of Matej Bel, Banska Bystrica,Slovakia
Paper: Policy-making and Policy Implementation Problems in Central and Eastern Europe:The Case of Health Care Delivery in Slovakia
Kristina Tonnisson, University of Tartu,Estonia
Paper: New Public Management Principles and Policy Implementation:The Case of Estonian Local Governments

NISPAcee Proceedings from the NISPAcee Conference 2004, Vilnius, Lithuania

Iwona Sobis, Michiel de Vries, University of Skovdisk, University of Nijmegen, The Netherlands
Paper: The role of Experts in Local Government in Transitional Countries
Aare Kasemets, Mari-Liis Liiv, University of Tartu, Estonia
Paper: The Use of Socio-Legal Information in the Draft Acts’ Explanatory Memoranda: A Precondition for Good Governance
Kaido Paabusk, Kristiina Tonnisson, Centre for Public Service Training and Development and University of Tartu, Estonia
Paper: Quality of Expertise: Securing Common Knowledge and Competencies of Public Servants in Decentralized Public Service Training System: The Case of Estonia

Part of the papers from the Vilnius meeting were selected into the publication of a special issue in the NISPAcee Occasional Papers journal.

From previous phases:

Second phase: 2001 - 2003

The selected papers from the Cracow meeting were published in the stand-alone publication:
"Improving the Quality of East and West European Public Services”

edited by Elke Loeffler and Mirko Vintar.
All contributions went through multi-stage peer review process, in the course of which many papers were significantly changed. The book aims to present a set of stimulating and challenging ideas on public service improvements to an international audience of researches and practitioners.

NISPAcee Proceedings from the NISPAcee Conference 2003, Bucharest, Romania

• Evaluating the Quality of Internal Information Flows and Citizens Interaction in
Estonian Local Authorities, Kristiina Tőnnisson

Part of the papers from the Bucharest meeting were included into the publication of a special issue in an international public management journal.

NISPAcee Proceedings from the NISPAcee Conference 2002, Cracow, Poland

• Report of the WG on Better Quality Administration for the Public, Eke Loeffler, Tatiana Zaytseva
• Measuring Customer Service in Georgia’s Local Governments: The Mystery Shopper Program, Mark D. Bradbury, Richard L. Milford
• Strengthening Local Administration of Social Assistance in Russia, L. Jerome Gallagher, Raymond J. Struyk
• A Comprehensive Evaluation of Local Government Performance in Ukrainian and Russian Cities, Vladimir Salamatov, Alexander Balobanov

First phase: 1999-2001

(WG on Better Quality Administration for the Public)

NISPAcee Proceedings from the NISPAcee Conference 2001, Riga, Latvia
• Report of the WG on Better Quality Administration for the Public: Applying Principles and Methods to Deliver Better Quality Administration for the Public,
Joanne Caddy and Mirko Vintar
• An Empirical Semantic Model of Local Government Effectiveness as Assessment kit Base(Ukraine-Russia Pilot Study), Volodymyr Salamatov and Alexander Balobanov
• ISO 9000 First Step to Implementing Total Quality Management, Mihaela Carausan

NISPAcee Proceedings from the NISPAcee Conference 2000, Budapest, Hungary
• Achieving Better Quality Administration for the Public, Joanne Caddy and Mirko Vintar
• Improvement of Innovation Management in Local Government, Anatoliy Chemerys and Nataliya Parasyuk

• Corruption and Quality in Servicing the Public” The Klaipeda City Case, Dainius Urbanavicius
• Building a "Communicating Town”, Vera Foretova and Miroslav Foret
• Performance Evaluation in the Latvian Public Administration, Iveta Reinholde
• Activities for Public Service Quality Improvement in Public Administration Institutions in Latvia, Armans Kalnins
• Communicating with the Public –The First Step Towards Meeting Inhabitants’ Needs by Local Governments: The Slovakian Experience, Magdalena Bernatova
• Institutional Performance of Local Government Administration in Poland, Pawel Swianiewicz
• Role Partnership in Modern Local Government: International Trends and Ukrainian Practice, Yuri Navruzov and Aidan Rose

Specialised publication:

"Building Better Quality Administration for the Public: Case Studies from Central and Eastern Europe”,

edited by Joanne Caddy and Mirko Vintar

Contents:

Section 1: Introduction and Basic Concepts
Building Quality into Public Administration, Joanne Caddy Mirko Vintar
Defining and Measuring Quality in Public Administration, Elke Loeffler

Section 2:

Methods and Approaches for Quality in Public Administration
EFQM and its Application in CEE, Tomasz Szejner

Applying Quality to Public Administration in Practice, Presentation of the Common Assessment Framework(CAF), Dag Stromsnes

Quality Management in the Public sector Through the Common Assessment Framework (CAF), Helfried Bauer

Obstacles to Implementing TQM in Public Organisations, Zdravko Pecar, Vladislav Rajkovic and Ivan Bartko

Developing the Best Practice in Quality Customer Service(QCS):the Irish Public Service Experience, Peter C. Humphreys

Section 3:

Country Case Studies in Building Quality Public Administration
Comparing Local Governmet Performance – Cross-National Experience and Perspectives, Bruno Lauritzen

Introducing the Quality Management System: The Latvian Case, Iveta Reinholde

Civil Servant Training Strategy as a Precondition for Improving the Quality of Public Administration: The Example of Lithuania, Eugenius Chlivickas, Kristina Marceline and Raimonda Vaitenkovaite

Public Perception of Local Governments in Poland, Pawel Swianiewicz

Performance Management System of Public and Private Sector Organizations in Russia : Comparative Research, Tatiana V. Zaytseva

The Experience of Local Governments in Slovakia with Communicating with the Public on Public Services Quality Issues, Magdalena Bernatova

Influences of Inforamtion Technology on the Quality of Public Services, Mateja Kunstelj, Anamarija Leben and Mirko Vintar

Awarding Innovation in Government: US – Ukraine Comparative Case Study, Natalia Parasyuk and Anatoliy Chemerys

Section 4:

Policy Guidelines for Central and Eastern Europe Policy