Quality Rhetoric and Citizens’ Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration

By David Spacek.

Published by The Organization Collection

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Article: Print $US10.00
Article: Electronic $US5.00

The movement of quality is visible across European public administrations. The presented paper introduces approaches to quality management in Czech public administration, particularly with regard to the Common Assessment Framework (CAF) and its municipal practice. The paper was elaborated with the support of the Czech Science Foundation (Grant no. 402/07/1486). The paper outlines selected results of the analysis of self-assessment reports produced by CAF-teams of 12 Czech municipalities (all gathered reports describe self-evaluation based on CAF 2002). In accordance with the framework of the project, the paper deals with criteria requiring the practice of measuring citizens’ satisfaction. No similar research has been carried out and published in the Czech Republic so far.

The surveyed self-evaluations of the first phase clearly indicate that CAF-teams perceived deficiencies of measurements rather than limited progress shown by gathered results. Analysis of the evidence revealed that the measuring was carried out in 8 municipalities in the second phase, but the progress could be linked only with one municipality. The level of specification of measurement practices was very low. Only three CAF-teams linked the score with more specific evidence with regard to almost each example enumerated in the methodology. Comments on evidence were not linked with results of satisfaction measurement as well as the existence of a systemic set of internal indicators in vast majority of surveyed cases. Analysis clearly shows that we cannot anticipate similar evidence given to examples which scored similarly in surveyed reports of municipalities.

Keywords: Public Management, Quality Management, Common Assessment Framework, Citizens’ Satisfaction Measurement

International Journal of Knowledge, Culture and Change Management, Volume 8, Issue 10, pp.91-104. Article: Print (Spiral Bound). Article: Electronic (PDF File; 972.199KB).

David Spacek

Expert Assisstant, Department of Public Economics, Brno, Czech Republic

I am the expert assistant on the Faculty of Economics and Administration of the Masaryk university in Brno. My researchers have focused on the selected areas of public administration theory and practice - particularly on issues of communication in the Czech administrative system, ICT utilization and evaluation in a comparative perspective, quality management and evaluation in the Czech regional and municipal administration and human resources management in the Czech regions. Within this fields, I also participate on education as a lecturer (courses : Public administration of the Czech Republic, Public administration - introduction to the administrative science, Information systems in the public sector).

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