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

Work and Advocacy Plan

Aim of the Project

The aim of this project is twofold:

Developing a methodology, management tools and strategy for implementing quality management standards in the public administration of Ukraine.
Carrying out policy campaign on benefits of quality management and developing policy recommendations for implementing quality standards in public administration.

Programs and projects that may serve as partners

OSI network

LGI
CEU
IPF alumni

Related policy institutions and programs

Ukrainian governmental bodies
other governments
international organizations (World Bank, European Commission, DFID, UNDP)
professional associations (NISPACEE, EUPAN)
policy institutes (OSI, SIGMA, EIPA)

Activities/outputs

Month	Activity
April 2005	Policy and IT training at Open Society Institute (OSI), Budapest Studying quality management theory and international practice Development of project web-site Making initial contacts on the study
May 2005	Functional analysis of the Main Department of the Civil Service of Ukraine to identify organizational challenges and problem areas to be addressed by quality management Participation at the international conference on quality management in Crimea Establishing contacts and interviews with quality management experts Developing a policy paper as a policy campaign and public consultation tool
June 2005	Developing questionnaires for MDCS personnel and external customers Establishing contacts and interviews with quality management experts Developing a policy paper as a policy campaign and public consultation tool
July 2005	Carrying out surveys for personnel and external customers Study visit to Poland Establishing contacts and interviews with quality management experts Developing a policy paper as a policy campaign and public consultation tool
August 2005	Establishing contacts and interviews with quality management experts Developing a policy paper as a policy campaign and public consultation tool Study trip to Latvia
September 2005	Establishing contacts and interviews with quality management experts Developing a typical regulation for internal organization of a ministry work Developing a typical methodology of document management for a ministry "Policy formulation and introduction to quality management" seminar with top officials
October 2005	Establishing contacts and interviews with quality management experts Developing a typical regulation for internal organization of a ministry work Developing a typical methodology of document management for a ministry
November 2005	Establishing contacts and interviews with quality management experts Developing a typical methodology of document management for a ministry
December 2005	Finalizing a policy paper Submitting narrative project and financial report Establishing contacts and interviews with quality management experts Developing a strategy to introduce quality management
January 2006	Submitting a 20-page policy paper Study visit to Estonia (e-governance academy) Establishing contacts and interviews with quality management experts Developing a strategy for introducing a quality management system into the ministry’s activity Training for interested top civil servants in quality management
February 2006	Training for civil servants in quality management Policy campaign planning and consultations with stakeholders
March 2006	Finalizing activity report Policy campaign on benefits of quality management and consultations with stakeholders
April 2006	Finalizing research paper Policy campaign on benefits of quality management in public administration

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