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.

part I|22 pages


chapter 1|17 pages

The Current Quality Agenda of East and West European Public Services

ByElke Löffler, Mirko Vintar

chapter 2|3 pages

Aims, Approach and Structure of the Book

ByElke Löffler, Mirko Vintar

section II|66 pages

Implementing Quality Management in Service Delivery

part III|102 pages

The Usefulness of Quality Accreditation Systems for Public Service Improvement

chapter 8|16 pages

Quality Management and the Management of Quality in European Public Administrations

ByWouter van Dooren, Nick Thijs, Geert Bouckaert

chapter 9|10 pages

Do Western Quality Models Work in CEE Countries? Some Insights from the Hungarian Perspective

ByGyörgy Jenei, László Gulácsi

chapter 10|15 pages

Finnish Local Authorities' Experiences with the Use of ISO 9000

BySalme Sundquist

chapter 12|14 pages

Quality Assurance of Public Administration Programmes in Poland

ByWitold Mikułowski

chapter 13|15 pages

Why Do Belgian Public Agencies Use the Common Assessment Framework (CAF)?

ByWouter van Dooren, de Walle Steven Van

part IV|66 pages

E-Government and Citizen Engagement as New Approaches to Public Service Quality