Performanța serviciilor publice. Modele sistemice și abordări calitative

Abstract

This paper approaches one of the major themes of public administration reform: quality of the public services. There are some studies and researches in this field in the transition countries, as well as in the developed countries, as OECD’s countries. Performing a better quality of the public service is based of new initiatives in order to give other meaning to the relation between administration and citizen; this, without any doubt, will contribute to the performance of the public sector. Certainly, expected progresses in this sense are required to be measured. Therefore, each initiative must be followed by a relevant indicators system whose evolution distinguishes as close to reality as possible the real progress achieved. The systemic pattern is the most rational one, but the quantification of relations and processes adjacent to the new initiative still remain an open issue.