Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Szabolcs-Szatmár-Bereg County Police Headquartes:
4 for Quality - Best Practise Cases at the Hungarian Police
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Country: |
Hungary |
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Organisation: |
Szabolcs-Szatmár-Bereg County Police Headquarters |
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www homepage: |
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Contact person: |
Elekes Edit |
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Address: |
2. Bujtos út Nyíregyháza, Hungary-4400 |
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E-mail: |
elekese@orfk.b-m.hu |
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Phone: |
00-36-20-369-1946 |
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Fax: |
00-36-42-311-975 |
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Level: |
Regional |
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Sector: |
Police and Internal safety |
Short description of the case:
Szabolcs-Szatmár-Bereg County is situated in the most eastern part of Hungary, in the northeastern region. The county is referred to as “Gateway to the East”, and since 1st May, 2004 it has been Gateway of Europe to the East. Quality development for us is not only a concept, nor only an isolated phenomenon, but a programme affecting every part of the organization, every professional field, and which - in our hope - will lead to real and obvious results in the county. Within the quality-developing programme we have made the organization’s self-evaluation using the adapted model of the EFQM, the Police Excellence Model (RKM). We have determined the strong fields of our organizations and those, which needed improvement. Then we launched the developing projects. Besides, we have worked out several new, unique methods and procedures, of which we emphasize the VHS method marking the executive order of the fields needing improvement, the RKHRRP programme rationalizing the human resources of police units, the management method of development projects, and the 4-county benchmarking programme aimed to build up a common knowledge base. In appreciation of our work and the meanwhile-used unique methods our headquarters received an IIASA-Shiba award in 2004 in the category of organization and on the field of administration-public services. The developing work has been continued at full blast at the county’s police stations after winning the Shiba award as well: the year 2005 was that of division of knowledge and of developing projects. On 7th November, 2005 the Szabolcs-Szatmár-Bereg County Police Headquarters received the Award of the House of Hungarian Quality for services of “police prominence with unique methods”- thus being the first in the history of organizations of administrative and public services. With our custom designed method, the Practical Executive Order (VHS) we selected and ranked the most important fields of the police headquarter needing improvement. We helped the quality developing work of 3 other counties by the means of team works and by analyzing the results of the self-evaluation, which was supported by analyzing software designed by us.
The result of the 4 county benchmarking programmes was the practical use of the VHS method. The experience was that the police forces of Borsod, Nógrád, Heves and Szabolcs Counties agreed on some fields of the developing projects. As a result of the successful participation in the project of the Crime Prevention Centre of the Ministry of the Interior we launched a developing project entitled “More effective communication for the inhabitants.” One of the main perspectives of the project was to make the external communication of the police forces more successful and extensive for those layers of the society who have no opportunity to get information from the daily papers or the internet. The unique feature of our pr ogramme aimed to rationalize the human resources of police headquarters (RKHRRP) is that it offers staff rearrangement and redistribution depending on the load of the police organizations. This method is suitable to form the new basis of staff activities and carrying out an equal distribution of load at the different police departments of the Republic of Hungary. The method can be slightly modified and later used in the administrative branch.However, its greatest advantage is that at its present form it is recommended to all European police departments.
Main feature of the case:
- Developing and using the capacities and full potential of the personnel
- Innovation and implementing change
Key words:
EFQM, Customer satisfaction, measurement, Benchmarking
Further information
Long case description (PDF-form)
Case presentation (PDF-form)