Contents

Public Services in CEE: Ten Years of Transition

Jak Jabes .........................................................................................................7

Section1

KeynotePresentations

Renewing Public Leadership: e Context for Public Service Delivery Reform

Geert Bouckaert ............................................................................................15

Public Service in a Corporate World - e Dangers of Managerialism as a Tool for Public Administration

Marek Debicki ..............................................................................................27

Section2

Working SessionontheMainConferenceeme-Delivering Public Services in Central and Eastern Europe: Trends and Developments

Working Session on the Main Conference eme - Delivering Public Services in Central and Eastern Europe: Trends and Developments

Tamas Horvath .............................................................................................39

Access to Public Services – European Experiences to Share

Katrin Nyman-Metcalf ..................................................................................41

e Hungarian Municipal Guarantee System

Péter Szegvári ...............................................................................................57

Evaluation of the Effectiveness of Tax Collection - e Case of the Czech Central and Local Governments

LeosVítek,KarelPubal.................................................................................64

Cost Efficiency in Bulgarian Municipalities

Aleksandar Michailov, Mariana Tomova, PresianaNenkova..........................78

Brcko: Experiment to Experience

William Sommers .........................................................................................92

Community Involvement in Public Service Delivery – A Challenge for both Local Authorities and Citizens: the Romanian Experience

Daniel Serban ............................................................................................111

Section3

Politico-AdministrativeRelations

Report of the Working Group on Politico-Administrative Relations

Alexandra Rabrenovic .................................................................................123

Beyond Max Weber: Emotional Intelligence and Public Leadership

Robert Kramer ............................................................................................126

Image IV Institutionalised in a Leadership Structure of International Administration. Administrative and Political Roles of Directorship General of the International Labour Organisation

Maciej Bartkowski ......................................................................................147

Section4

Better Quality Administration for thePublic

Report of the Working Group on Better Quality Administration for the Public

ElkeLöffler, Tatiana Zaytseva......................................................................165

Measuring Customer Service in Georgia’s Local Governments: e Mystery Shopper Program

Mark D. Bradbury, Richard L. Milford .......................................................172

Strengthening Local Administration of Social Assistance in Russia

L Jerome Gallagher, RaymondJ.Struyk.......................................................186

A Comprehensive Evaluation of Local Government Performance in Ukrainian and Russian Cities

Vladimir Salamatov, AlexanderBalobanov..................................................202

Section5

Systems of SocialSecurity

Report of the Working Group on Systems of Social Security : Impact of Globalisation on Social Security Systems

Marketa Vylitova, János Hoós......................................................................223

Impact of Globalisation on the Social Security Systems in Hungary

János Hoós ..................................................................................................229

International and National Actors in Estonian Pension Reform

Anu Toots ...................................................................................................246

Section6

Democratic Governance of MultiethnicCommunities

Report of the Working Group on Democratic Governance of Multiethnic Communities – Delivering Public Services in Multiethnic Communities

Petra Kovacs ...............................................................................................259

Who Benefits? Ethnic Bias and the Public Policy Process in Central and Eastern Europe

Petra Kovacs ...............................................................................................260

Social Inclusion of Romanies: e Potential of the Romany Population and Options for Public Policy in the Czech Republic

Tomás Sirovátka .........................................................................................277

Struggles for Recognition on the Battlefield of Social Services: e Conflicting Interests of Gender and Ethnicity in Contemporary Hungary

Julia Szalai .................................................................................................297

e Estonian and Latvian Integration Programmes: A Recipe for Significant Early School Dropping-out amongst their Russian- Speaking Minorities

Paul Downes ...............................................................................................320

Section7

Public Sector Finance andAccounting

Report of the Working Group on Public Sector Finance and Accounting – Grant Transfers and Financial Supervision in Central and Eastern European Countries: An Overview

Zeljko Sevic ................................................................................................343

Grant Transfers and Financial Supervision in Lithuania

Mark Chandler ...........................................................................................353

Grant Transfers and Supervision of Finances in Latvia

Mudite Priede, Solvita Klapare ...................................................................376