Service Quality in the Service Sector: an international symposium

Article Abstract:

The US federal government and the governments of various countries feel the need to improve the quality of public service. The concern is brought about by the trend in which all economic, societal and international affairs problems are blamed on the government and public employees. Administrators of government agencies should understand the challenges associated with efforts to improve service as well as the matters about the measurement of organizational performance. Professionalism and moralization as well as proper targeting are some reasons why better understanding is required of public employees. Executive order 12862: Setting of Customer Standards is discussed.

Standards, Analysis, Services, Powers and duties, Public employees, Government employees, Government productivity

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The path of quality in a Spanish autonomous agency

Article Abstract:

An analysis of the organizational reform path taken by Spain's National Institute for Social Security reveals that granting administrative agencies varying degrees of autonomy may improve the productivity of government agencies even in the absence of national reforms in the public sector. The study highlights the steps taken by various Spanish government agencies to reform their respective systems in the absence of an encompassing law with regards to the public sector.

Case studies, Spain

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Implementing performance accountability in Florida: What changed, what mattered, and what resulted?

Article Abstract:

The performance of agency programs in Florida's Department of Revenue, Department of Children and Families and Department of Law Enforcement are discussed.

Florida

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