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Czech Republic

Quality Management in Service Authorities (CZ0022)



Action Plan: Czech Republic Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: Ministry of the Interior – Civil Service Section

Support Institution(s): The service authorities defined by the Act No. 234/2014 Coll., on the Civil Service, with the exception of the Office for Personal Data Protection and the Czech Telecommunication Office. Based on their own requests, these authorities are not subject to the Resolution of the Government No. 275 of 10 April 2017, in which the Government approved the Methods for Introducing Management in Service Authorities.

Policy Areas

Legislation & Regulation, Legislative, Public Service Delivery

IRM Review

IRM Report: Czech Republic Design Report 2018-2020

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Pending IRM Review

Potential Impact:

Implementation i

Completion: Pending IRM Review


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

IRM Midterm Status Summary

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.


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:

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,


  1. Quality Management in Service Authorities

    CZ0022, 2018, Legislation & Regulation

  2. Judiciary Annual Report

    CZ0023, 2018, E-Government

  3. Publishing Lower Court Decision

    CZ0024, 2018, E-Government

  4. Raising Awareness About Whistle-Blowers

    CZ0025, 2018, Anti-Corruption

  5. Open Education Data

    CZ0026, 2018, Access to Information

  6. InspIS Information System

    CZ0027, 2018, Access to Information

  7. Open Data from School Inspector

    CZ0028, 2018, Access to Information

  8. Publication of Education Information on Creative Commons

    CZ0029, 2018, Access to Information

  9. Implementing the Civil Service Act

    CZ0016, 2016, Anti-Corruption

  10. Priority Data Sets of Public Administration

    CZ0017, 2016, Access to Information

  11. Public Administration of the Czech Republic’s Open Data Ecosystem

    CZ0018, 2016, Access to Information

  12. National Open Access to Scientific Information Strategy

    CZ0019, 2016, Legislation & Regulation

  13. Supporting Volunteering

    CZ0020, 2016, Civic Space

  14. Improving Local Level Safety

    CZ0021, 2016, E-Government

  15. Adoption of the New Act on Civil Service

    CZ0007, 2014, Anti-Corruption

  16. Implementing Legislation for the New Act on Civil Service

    CZ0008, 2014, Anti-Corruption

  17. Institutional Measures to Implement the New Act on Civil Service

    CZ0009, 2014, Capacity Building

  18. Selection, Recruitment, and Appointment of Civil Servants/High-Ranking Civil Servants

    CZ0010, 2014, Capacity Building

  19. Systematization of Service Positions and Service Authorities

    CZ0011, 2014, Labor

  20. Streamline the Free Access to Information System

    CZ0012, 2014, Access to Information

  21. Support for Open Data Publishing

    CZ0013, 2014, Access to Information

  22. Open Data Catalogue

    CZ0014, 2014, Access to Information

  23. Open Data Legal Framework

    CZ0015, 2014, Access to Information

  24. Adoption of an Act on Civil Servants

    CZ0001, 2012, Legislation & Regulation

  25. Amendments of the Free Access to Information Act

    CZ0002, 2012, Access to Information

  26. Identification and Removal of Legal and Technical Obstacles

    CZ0003, 2012, Access to Information

  27. Creation of an Open Data Infrastructure in the Public Procurement Sector

    CZ0004, 2012, Access to Information

  28. Converting the Most Important Data Sources to Open Data Standards

    CZ0005, 2012, Access to Information

  29. Creation of a Catalogue of Public Administration Data

    CZ0006, 2012, Access to Information

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