Catalogue

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Improving the quality of East and West European public services /
edited by Elke Löffler and Mirko Vintar.
imprint
Aldershot, Hants, England ; Burlington, VT : Ashgate, 2004.
description
xiv, 259 p. : ill.
ISBN
075463972X (alk. paper)
format(s)
Book
Holdings
More Details
imprint
Aldershot, Hants, England ; Burlington, VT : Ashgate, 2004.
isbn
075463972X (alk. paper)
general note
Papers presented at the third meeting of the Working Group on Public Sector Quality, held within the annual conference of the Network of Institutes and Schools for Public Administration in Central and Eastern Europe held in Cracow, Poland, in April 2002.
catalogue key
5123619
 
Includes bibliographical references.
A Look Inside
About the Author
Author Affiliation
Geert Bouckaert is Professor of Public Management and Director of the Institute for Public Management at the Catholic University of Leuven, Belgium Tony Bovaird is Professor of Strategy and Public Services Management at Bristol Business School (University of the West of England) Wouter van Dooren is a researcher and Ph.D. student at the Institute for Public Management at the Catholic University of Leuven, Belgium Laszlo Gulacsi is Associate Professor at the Budapest University of Economic Sciences and Public Administration, Hungary Arie Halachmi is Professor of Public Management at the Institute of Government at Tennessee State University, USA Peter C. Humphreys is Director of Research, Institute of Public Administration (IPA), Dublin, Ireland Gyorgy Jenei is Professor and Head of Department of Public Policy and Management in the Budapest University of Economic Sciences and Public Administration, Hungary Mateja Kunstelj is Ph.D. student at the University of Ljubljana, Faculty of Public Administration, Slovenia Anamarija Leben is Ph.D. student at the University of Ljubljana, Faculty of Public Administration, Slovenia Elke Loffler is Senior Research Associate at Bristol Business School (University of the West of England) and Chief Executive of Governance International, UK Katharine Mark is Senior Associate at the Urban Institute, Washington, D.C. Steve Martin is Professor of Public Policy and Management and the Director of the Local & Regional Government Research Unit at Cardiff University, UK Witold Mikulowski is Professor at the L.K. Academy of Entrepreneurship and Management in Warsaw Ritu Nayyar-Stone is a Research Associate at the Urban Institute, Washington, D.C. Salvador Parrado Diez is a Senior Lecturer for Public Administration at the Spanish Distance Learning University (UNED) Madrid Viola Rea-Soiver is a researcher at the Tallinn University of Educational Sciences Iveta Reinholde is a Teaching Associate at the EuroFaculty of the University of Latvia, Riga Marcin Sakowicz is a researcher and Ph.D. candidate at the Department of Public Administration of the Warsaw School of Economics Katarina Staronova is Deputy Director for Strategy and Programme Development at the Open Society Foundation, Bratislava, Slovakia Salme Sundquist is Head of the Department for Municipal Development and Research at the Association of Finnish Local and Regional Authorities, Helsinki Nick Thijs is a researcher at the Institute for Public Management at the Catholic University of Leuven, Belgium Kristiina Tonnisson is a researcher at the University of Tartu, Estonia Steven Van de Walle is a researcher and Ph.D. student at the Institute for Public Management at the Catholic University of Leuven, Belgium Mirko Vintar is Vice Dean and Professor of Administrative Informatics at the University of Ljubljana, Faculty of Administration, Slovenia
Reviews
This item was reviewed in:
Reference & Research Book News, August 2004
To find out how to look for other reviews, please see our guides to finding book reviews in the Sciences or Social Sciences and Humanities.
Summaries
Bowker Data Service Summary
Focusing upon the provision of public services in Eastern and Western Europe, these collected papers present a stimulating and challenging set of ideas on public service improvement to an international audience of researchers and practitioners.
Long Description
This volume provides a comprehensive overview of current reforms in public sector quality management in Eastern Europe. Comparisons are made with trends in Western European countries to draw out the lessons emerging from current developments (including e-governance). Case studies from twelve countries and five comparative and conceptual studies identify how quality is put into practice, how the level of quality is assessed through quality accreditation systems and how e-government and citizen involvement may help to improve public service quality. The findings make essential reading for academics and students in public policy and public administration who are interested in modernization of the public sector from an international perspective. It also provides helpful guidance for reformers who want to try new approaches to improving the quality of public services.
Main Description
This volume provides a comprehensive overview of current reforms in public sector quality management in Eastern Europe. Comparisons are made with trends in Western European countries to draw out the lessons emerging from current developments (including e-governance). The findings make essential reading for academics and students in public policy and public administration who are interested in modernization of the public sector from an international perspective.
Table of Contents
List of Contributorsp. vii
List of Figuresp. ix
List of Tablesp. xi
Prefacep. xiii
Introductionp. 1
The Current Quality Agenda of East and West European Public Servicesp. 3
Aims, Approach and Structure of the Bookp. 20
Implementing Quality Management in Service Deliveryp. 23
Early Experience with Performance Management in Hungary, Albania and Georgia: Assessing its Potential for Local Service Improvementp. 25
The Effect of Organisational Structures and Cultures on Quality Management in Estonian Local Authoritiesp. 43
Improving the Quality of Services Delivered in Ireland: Different Approaches to the Challenge of Changep. 57
Can Teamwork Improve Public Services? An Empirical Analysis of Two Spanish Public Agenciesp. 72
Implementing Quality Management in Service Delivery: Comparing Emerging Lessons in East and West European Countriesp. 85
The Usefulness of Quality Accreditation Systems for Public Service Improvementp. 89
Quality Management and the Management of Quality in European Public Administrationsp. 91
Do Western Quality Models Work in CEE Countries? Some Insights from the Hungarian Perspectivep. 107
Finnish Local Authorities' Experiences with the Use of ISO 9000p. 117
'ISO 9001 by Decree': The Latvian Approach to Quality Management in the Public Sectorp. 132
Quality Assurance of Public Administration Programmes in Polandp. 143
Why Do Belgian Public Agencies Use the Common Assessment Framework (CAF)?p. 157
Measuring Local Government Productivity in a Quality-Oriented Environment: Methodology and Policy Implications in the USA and UKp. 172
The Usefulness of Quality Accreditation Systems for Public Service Improvement: Comparing Emerging Lessons in East and West European Countriesp. 187
E-Government and Citizen Engagement As New Approaches to Public Service Qualityp. 191
The Use of ICT in Polish Local Authorities: Improving the Quality of Local Democracy and Public Servicesp. 193
Benchmarking the Quality of Slovenian Life-Event Portalsp. 208
A Strategic Approach to Improving Service Quality without High Levels of Stakeholder Ownership: the Case of the City of Tallinnp. 222
Citizen and User Participation in the UK: Experiences and Trendsp. 236
Improving Public Services Through E-Government and Citizen Engagement: Comparing Emerging Lessons in East and West European Countriesp. 252
Indexp. 257
Table of Contents provided by Rittenhouse. All Rights Reserved.

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