Issue
paper
1.
Background
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
2.
Objective of the project
The objective of this
1)
Developing a methodology, management framework and guidelines
for implementing quality management standards in the public
administration of
2)
Carrying out policy campaign involving stakeholders and
developing policy recommendations for implementing quality standards in
public
administration.
3.
Key issues
My research and policy papers
undertake to answer the following questions:
1) What are the available
quality models applied in public administration? How are they
different? What
do they have in common?
2) How do countries apply
quality management tools? What experience can be useful for
3) What are some key problems
that could be addressed by quality management? What are the benefits of
quality
management?
4) What are key steps in
building a sound quality management system? What are success factors?
4.
Activities and strategies
The Main Civil Service
Department has been selected as a pilot institution to introduce
quality
management system. The Head of the Main Civil Service Department is
committed
to build and certify its system to comply with ISO 9001 standard. A
strategy
based on research of international experience will be developed for the
Main
Civil Service Department.
Structured interviews with
renowned quality management experts will allow to gain in-depth
knowledge into
various quality models to gain broader perspective on the possibility
of
adapting a system. Study tour to
An implementation strategy
will be supported by the practical training for civil servants. Quality
management documents and other tools will be developed.
A policy paper will be draft
to serve as a policy campaign tool to facilitate broader discussion and
engage
other government agencies into the quality thinking.
5.
Importance of the project
The new government of
Quality management has been
serving a number of public administrations in
A pilot project to build
quality management can serve as an example for other government
agencies.
International experience shows that quality management is successful
only when
there is a commitment and a sense of ownership in the organization.
Hopefully,
success of a pilot project and a policy campaign involving various
stakeholders
can put pressure on other government agencies to improve.
6.
Results and application
The results of this project
have two parts. First of all, research on quality models and best
practices in
various countries will be conducted. Secondly, practical work will be
done in