Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Experiences of the city of Martin at the ISO standards, model EFQM and CAF model
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Country: |
Slovakia |
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Organisation: |
City Hall of Martin |
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www homepage: |
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Contact person: |
Mr. Miroslav Veres and Mr. Imrich Zigo |
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Address: |
Namestie S.H. Vajanskeho 1, 036 49 Martin |
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E-mail: |
zigo@martin.sk, veres@martin.sk |
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Phone: |
+421-43-42 04 501 |
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Fax: |
+421-43-41 324 83 |
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Level: |
Local |
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Sector: |
General administration |
Short description of the case:
The city of Martin implemented Integrated Manager System in the line with ISO standards 9001 and 14001 in 2000.So that the City Hall has six years of practise experiences with the increasing of quality in public services. The self-assesment in the line with EFQM was done in 2003 - 2004. Our City Hall was awarded by the National Quality Prize for EFQM Model in 2004. The self-assesment in the line with CAF was done in 2005 - 2006. The city of Martin has practical experiences at the international benchmarking - our partners are cities in Hungary and Czech Rep. The City Hall in Martin created for their clients very modern Client Center in Slovakia.
Main feature of the case:
- The satisfaction of customers and citizens
- Innovation and implementing change
Key words:
ISO 9001:2000, ISO 14001:2004, EFQM Model, Client Center, Benchmarking