Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Service commitments to citizens
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Country: |
ESPAÑA |
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Organisation: |
AJUNTAMENT D'ESPLUGUES DE LLOBREGAT |
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www homepage: |
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Contact person: |
ENRIC GINER RODRIGUEZ |
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Address: |
Plaça Sta. Magdalena, 5-6 |
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E-mail: |
eginer@ajesplugues.es |
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Phone: |
0034934809101 |
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Fax: |
0034933722910 |
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Level: |
Local |
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Sector: |
General administration |
Short description of the case:
HEADWORD: “BUILDING SUSTAINABLE QUALITY” Subject: “SERVICE COMMITMENTS TO CITIZENS” The service commitments describe the level of service quality that citizens can expect. They contribute to achieving greater citizen PARTICIPATION, and TRANSPARENCY and RESPONSIBILITY in the municipal management
Main feature of the case:
- Developing and managing processes
- The satisfaction of customers and citizens
Key words:
They are a tool for constant improvement, based on the following methodology: 1. Determining citizen needs and expectations. 2. Translating those needs and expectations into service requirements. 3. Redefining the processes to fulfil the requirements. 4. Making the commitments public, as well as measuring their fulfilment. 5. Ensuring that the requirements are fulfilled by implementing individual objectives. 6. Accounting for expenses, periodically supervising and improving the commitments.
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)