1QC

LIST OF BEST PRACTICE CASES

Please find a list of the selected Best Practice Cases as well as links to longer descriptions of the cases and institutions selected.

Austria
 District administration Zell am See- Customer Service is Our Success
 @mtshelfer online

Belgium
 The National Office for Family Allowance For employees in Belgium: A  legitimate public service
 The integrated management instrument, developed at the National           
Employment Office in Belgium (NEO)

Denmark
 The Public Employment Service in Ringkoebing amt
 Abstract of Quality Award Application for Herning Central Hospital, Herning, Denmark
 Introduction to Customs and Tax, Denmark - Aarhus Region

Finland
 Lahti Region Educational Consortium
 Keski-Uusimaa Tax Office
 ABONET, City of Turku

France
 Parthenay’s electronic administration experiment
 Direction départementale de l’agriculture et de la forêt des landes:« landes » local administration (DDAF)
 ANPE (National Employment Agency)

Germany
 Personnel Controlling in the Free Hanseatic City of Bremen
 Quality management - Ideas from the Federal Office of Administration
 The administration reform process in the town of Passau

Greece
 National Center of public administration
 Amaroussion municipality

Ireland
 Taxes consolidation project
 The Irish Freedom of Information (FOI)
 Return to Students of Marked Examination scripts to Facilitate Appeals

Italy
 The Keys of the City
 Toward excellence - The municipality of bologna: On the way to the continuous improve-ment of its performances
 Electronic filing of data regarding tax returns and payments

Luxembourg
 Maritime Administration - The Luxembourg Project

The Netherlands
 The Dutch Case - Description of the Dutch Tax and Customs Administration

Portugal
 National Network of Business Formalities Centres (BFC)
 Citizens’ One-Stop-Shop
 National Statistical Institute of Portugal (INE-PT)

Spain
 Quality Plan of Madrid 
 Improving relationships between citizens and the Spain’s Administrations
 Barcelona: modernising government and management in a local authority

Sweden 
 Swedish Customs administration
 The System for Self-Service Access to the Swedish Vehicle Registry 
 Open Customer Systems in the Swedish Public Employment Service

United Kingdom
 St. Mary’s College
 Warwickshire County Council Treasurer’s Department
 Inland Revenue

European Commission
 EUROPAplus, intranet of the European Commission - From information sharing to knowledge management