Research Catalog

Details

Additional authors

1. Löffler, Elke.
2. Vintar, Mirko.

Description

1. xiv, 259 pages : illustrations; 24 cm

Summary

1. 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.

Subject

1. Local government > Europe > Congresses
2. Municipal services > Europe > Congresses
3. Government productivity > Europe > Congresses
4. Total quality management in government > Europe > Congresses
5. Internet in public administration > Europe > Congresses
6. Administration publique
7. Services publics
8. Normes de qualité
9. Administration en ligne
10. Réformes administratives
11. Analyse comparative
12. Government productivity
13. Internet in public administration
14. Local government
15. Municipal services
16. Total quality management in government
17. Bürgerbeteiligung
18. Qualitätsmanagement
19. Verwaltung
20. E-Government
21. public service
22. local government
23. total quality management
24. quality standard
25. administrative reform
26. work organization
27. information technology
28. services publics
29. administration locale
30. gestion de la qualité totale
31. norme de qualité
32. réforme administrative
33. organisation du travail
34. technologie de l'information
35. servicios públicos
36. gobierno local
37. administración general de la calidad
38. norma de calidad
39. reforma administrativa
40. organización del trabajo
41. tecnología de la información
42. Europe
43. Europe
44. Europa
45. Albania
46. Belgium
47. Eastern Europe
48. Estonia
49. EU countries
50. Finland
51. Georgia
52. Hungary
53. Ireland
54. Latvia
55. Poland
56. Slovenia
57. United Kingdom of Great Britain and Northern Ireland
58. USA
59. Krakau <2002>
60. Albanie
61. Belgique
62. Estonie
63. Europe orientale
64. pays de l'UE
65. Finlande
66. Géorgie
67. Hongrie
68. Irlande
69. Lettonie
70. Pologne
71. Slovénie
72. Etats-Unis
73. Royaume-Uni de Grande-Bretagne et d'Irlande du Nord
74. Bélgica
75. Europa Oriental
76. países de la UE
77. Finlandia
78. Hungría
79. Irlanda
80. Letonia
81. Polonia
82. Eslovenia
83. Estados Unidos
84. Reino Unido de Gran Bretaña e Irlanda del Norte

Genre/Form

1. Conference papers and proceedings

Contents

1. 1. The Current Quality Agenda of East and West European Public Services / Elke Loffler and Mirko Vintar -- 2. Aims, Approach and Structure of the Book / Elke Loffler and Mirko Vintar -- 3. Early Experience with Performance Management in Hungary, Albania and Georgia: Assessing its Potential for Local Service Improvement / Katharine Mark and Ritu Nayyar-Stone -- 4. The Effect of Organisational Structures and Cultures on Quality Management in Estonian Local Authorities / Kristiina Tonnisson -- 5. Improving the Quality of Services Delivered in Ireland: Different Approaches to the Challenge of Change / Peter C. Humphreys -- 6. Can Teamwork Improve Public Services? An Empirical Analysis of Two Spanish Public Agencies / Salvador Parrado Diez -- 7. Implementing Quality Management in Service Delivery: Comparing Emerging Lessons in East and West European Countries / Peter C. Humphreys -- 8. Quality Management and the Management of Quality in European Public Administrations / Wouter van Dooren, Nick Thijs and Geert Bouckaert -- 9. Do Western Quality Models Work in CEE Countries? Some Insights from the Hungarian Perspective / Gyorgy Jenei and Laszlo Gulacsi -- 10. Finnish Local Authorities' Experiences with the Use of ISO 9000 / Salme Sundquist -- 11. 'ISO 9001 by Decree': The Latvian Approach to Quality Management in the Public Sector / Iveta Reinholde -- 12. Quality Assurance of Public Administration Programmes in Poland / Witold Mikulowski -- 13. Why Do Belgian Public Agencies Use the Common Assessment Framework (CAF)? / Wouter van Dooren and Steven Van de Walle -- 14. Measuring Local Government Productivity in a Quality-Oriented Environment: Methodology and Policy Implications in the USA and UK / Arie Halachmi and Tony Bovaird -- 15. The Usefulness of Quality Accreditation Systems for Public Service Improvement: Comparing Emerging Lessons in East and West European Countries / Katarina Staronova and Elke Loffler -- 16. The Use of ICT in Polish Local Authorities: Improving the Quality of Local Democracy and Public Services / Marcin Sakowicz -- 17. Benchmarking the Quality of Slovenian Life-Event Portals / Mirko Vintar, Mateja Kunstelj and Anamarija Leben -- 18. A Strategic Approach to Improving Service Quality without High Levels of Stakeholder Ownership: the Case of City of Tallinn / Viola Rea-Soiver -- 19. Citizen and User Participation in the UK: Experiences and Trends / Tony Bovaird and Steve Martin -- 20. Improving Public Services Through E-Government and Citizen Engagement: Comparing Emerging Lessons in East and West European Countries / Tony Bovaird.

Owning institution

1. Princeton University Library

Note

1. 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.

Bibliography (note)

1. Includes bibliographical references and index.