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«Public Administration Issues» Journal,

Post. address:
National Research University
Higher School of Economics
20 Myasnitskaya Str., Moscow 101000, Russian Federation
Location address:
of. 307, 4/2, Slavyanskaya sq., Moscow 109074, Russian Federation

Tel./fax: 7 (495) 772-95-90, ext. 12631

E-mail: vgmu@hse.ru 

Science Index rating

32nd place in the SCIENCE INDEX
for 2019 (more than 4000 journals)
Russian Science Citation Index

two-year impact factor for 2019: 2,631
(the citation of all sources)

Russian Science Citation Index
five-year impact factor for 2019: 1,725

Ten-year h-index 2019: 31

 

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Scopus




Research and educational journal
Published quarterly since 2007
ISSN 1999-5431
E-ISSN 2409-5095

Tomasz Michalski 1, Krzysztof Kopeć 2
  • 1 PhD, Associate Professor at the University of Gdańsk Institute of Socio-Economic Geography and Spatial Management, Department of Regional Development., Jana Bażyńskiego 4, 80-309 Gdańsk, Poland
  • 2 2PhD, Assistant Professor at the University of Gdańsk Institute of Socio-Economic Geography and Spatial Management, Department of Regional Development, Jana Bażyńskiego 4, 80-309 Gdańsk, Poland.

IMPLEMENTATION OF MONITORING OF THE QUALITY OF PUBLIC SERVICES AT THE LOCAL LEVEL AS A TOOL FOR REFORMING PUBLIC ADMINISTRATION – THE POLISH EXPERIENCE

2021. No. 6. P. 128–145 [issue contents]

The main aim of the article is to present a model of monitoring of the quality of public services which can be used to enhance the quality of self-government in European post-communist countries. The secondary aim of the article is to identify factors which hinder the implementation of the model. The theoretical basis for the presented model comes from three earlier ones: the Deming cycle, the Boyd cycle, and the model of institutional development of organizations.

The model has been tested in 10 local administration units (LAU) in Poland. It consists of six stages presented in the article: decision to implement monitoring, its objectives and resources; selection of indicators; collection of data; analysis of the collected data and preparation of reports; use/dissemination of the reports; final evaluation of monitoring and implementation of conclusions. Three critical points were identified at which decisions to stop monitoring were often taken, namely: disappointment with the first main report which failed to answer all of the problems raised by the authorities, changes of the LAU authorities as a result of elections, and “indolence” of local authorities manifested in expecting support from outside.

Citation:

Michalski, T. and KopećK. (2021) ‘Implementation of monitoring of the quality of public services at the local level as a tool for reforming public administration – the Polish experience’,Public Administration Issues, 6 (Special Issue II, electronic edition), pp. (in English). DOI: 10.17323/1999-5431-2021-0-6-128-145

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ISSN 1999-5431
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