Calitatea serviciilor publice – consideraţiuni generale şi sisteme de management
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2024-03-20 16:23
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TINCU, Violeta. Calitatea serviciilor publice – consideraţiuni generale şi sisteme de management. In: Teoria şi practica administrării publice, 17 mai 2019, Chișinău. Chișinău, Republica Moldova: Academia de Administrare Publică, 2019, pp. 65-68. ISBN 978-9975-3240-4-5.
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Teoria şi practica administrării publice 2019
Conferința "Teoria şi practica administrării publice"
Chișinău, Moldova, 17 mai 2019

Calitatea serviciilor publice – consideraţiuni generale şi sisteme de management

Quality of public services - general considerations and management systems

Качество государственных услуг – общие соображения и системы менеджмента


Pag. 65-68

Tincu Violeta
 
Academia de Administrare Publică, Republica Moldova
 
Disponibil în IBN: 29 mai 2019


Rezumat

The quality of public services delivered determines the positive image of the public administration, regardless of its level - central or local. Nowadays, the concept of quality is differently perceived in both scientific works and existing legislation. In the latter’s case, public services quality, and especially local public services quality, is approached in a non-consistent manner. In the meantime, public services users in the Republic of Moldova become more and more demanding, while public administration must keep up to the new requirements, implementing quality management systems. On the other hand, public administration authorities must not start from scratch, given both scholars’ works and international practices contain extensive experience in the field, which, after being implemented and adjusted, could substantially contribute to existing public services quality-related issues resolution.

Cuvinte-cheie
public services, Quality, quality basic concepts, quality management systems, Public administration