Quality Management in Service Authorities (CZ0022)

The introduction of quality management principles in service authorities (within the scope of improvement criteria or comprehensive quality management methods)

1. The introduction of quality management principles in service authorities

Language of the commitment as it appears in the action plan:

The objective of the commitment is to introduce a mandatory minimum quality standard in service authorities. It recommends expanding this minimum standard to an optimum standard by implementing a quality management method chosen from the three quality management methods listed in the Methodological Guideline, which have been tried and tested in public administrative practice over the long term and have a positive impact on the given organisation.

Milestone:

The introduction of quality management principles in service authorities. (Verifiable output is the number of service authorities introducing improvement criteria or the extent of comprehensive quality management methods under the Resolution of the Government No. 214 of 4 April 2018.)

For full text of the commitment please see: https://korupce.cz/partnerstvi-pro-otevrene-vladnuti-ogp/narodni-akcni-plany-nap/ctvrty-akcni-plan-2018-2020/faze-vytvoreni/

Start Date: 1 September 2018           

End Date: 30 June 2021

Context and Objectives

The commitment aims to introduce quality management principles in service authorities, taking into account the criteria and methodological guideline introduced under the Government Resolution No. 214 of 4 April 2018. [1] 

Currently, the Czech Republic state administration does not have standardized quality management systems. Quality management methods are implemented primarily by local authorities without a national overall monitoring and evaluation system. To address this fragmentation, the commitment supports the implementation of Act No. 234/2014 on the Civil Service, which aims to enhance the internal processes of service authorities to improve the effectiveness of the public administration.

The commitment is specific enough to be verified as it includes clear indicators, e.g. the number of service authorities introducing improvement criteria under the Resolution No 214. However, the commitment is not relevant to OGP values as it only targets public administration internally, without including any public-facing element that could foster access to information, civic participation, or public accountability.

The potential impact of this commitment is minor. The commitment could have a positive effect in creating quality standards across the central public administration. In particular, the impact in terms of improved service delivery and trust in government could be significant. Over time, there could also be benefits in terms of public accountability through an increase in management procedures and clarity in terms of responsiveness to citizens. As the commitment is written, it could have a minor impact on citizens’ access to public administration offices after the standardization of a quality management system is implemented.

Next steps

The next action plan could focus on commitments that are clearly relevant to OGP values and contain public-facing elements. In terms of public administration, this could entail commitments focused on response mechanisms to citizens’ needs and inquiries, and public accountability mechanisms.

[1] Government Resolution No. 214 of April 2018, http://bit.ly/2qd652U

1. The introduction of quality management principles in service authorities

Completion: Limited

The government regularly conducted meetings to provide information to quality managers; held trainings (including an e-learning platform); consulted and prepared relevant documentation; and started preparing a methodological guideline on developing quality management systems. Some service authorities are now reviewing implementation of quality management principles, others have begun to implement the methodological guideline for introducing quality management principles, and still others have not yet started. [1]