Evaluation and Transparency in PA Modernization: Monitoring the Main Mechanisms in Italy and Romania

NATIONAL AND EUROPEAN VALUES OF PUBLIC ADMINISTRATION IN THE BALKANS, pp. 123-131, A. Matei, C. Radulescu, eds., Economica Publishing House, 2011

8 Pages Posted: 18 Dec 2011

See all articles by Marco Amici

Marco Amici

Independent

Marco Meneguzzo

University of Rome Tor Vergata

Lucica Matei

National School of Political Studies and Public Administration (NSPSPA)

Cristina Mititelu

Independent

Date Written: December 17, 2011

Abstract

Despite of variety of changes and interests in PA citizen’s relationships, the commitments in public service delivery are more ‘customer oriented’. With the development of the New Public Management paradigm and public sector reforms, a new model of Public Administration- citizen’s relationship in public management is addressed. The scholar’s attention to verify and overcome the gaps in Public Administration-citizens relations for a more effective quality in public service delivery is increasingly relevant, but quality policy programs implementation for a more integrated citizen-centered service are still poorly developed. At the first glance the continuous improvement of implementation programs dealing with citizen-centered service and the quality-oriented practices in Italy and Romania seems quite fragmented. The argument sets the general framework for assessing quality service, exploring the causal relationships between administrative performance in terms of transparency and citizen’ satisfaction within the public administration, through the analyses on a first stage projects implementation and instruments of evaluation institutionalization. The paper presents a first initial overview on the current quality policies, paradigms and projects for delivery of government services for a citizens/customer development approach through a more integrated, easy-to-access and personalized services and generates also, possible guidance in methods in carrying reforms, tools and mechanisms of evaluation

Keywords: quality, transparency, evaluation, PA-citizen relationships, customer satisfaction

JEL Classification: D73

Suggested Citation

Amici, Marco and Meneguzzo, Marco and Matei, Lucica and Mititelu, Cristina, Evaluation and Transparency in PA Modernization: Monitoring the Main Mechanisms in Italy and Romania (December 17, 2011). NATIONAL AND EUROPEAN VALUES OF PUBLIC ADMINISTRATION IN THE BALKANS, pp. 123-131, A. Matei, C. Radulescu, eds., Economica Publishing House, 2011. Available at SSRN: https://ssrn.com/abstract=1974007

Marco Amici

Independent ( email )

No Address Available

Marco Meneguzzo

University of Rome Tor Vergata ( email )

Via di Tor Vergata
Rome, Lazio 00133
Italy

Lucica Matei (Contact Author)

National School of Political Studies and Public Administration (NSPSPA) ( email )

6 Povernei Street
Bucharest, 010643
Romania
0040213146507 (Phone)
0040213146507 (Fax)

HOME PAGE: http://www.snspa.ro

Cristina Mititelu

Independent ( email )

No Address Available

Register to save articles to
your library

Register

Paper statistics

Downloads
60
Abstract Views
537
rank
356,689
PlumX Metrics