A QCS Mark for the Irish Public ServiceHumphreys, Peter C. ; Butler, Michelle ; O'Donnell, Orla
pdf-Format: Dokument 1.pdf (613 KB)
|Dokumentart:||Bericht / Forschungsbericht / Abhandlung|
|Institut:||CPMR- Committee for Public Management Research|
|Schriftenreihe:||CPMR research report|
|BK - Basisklassifikation:||88.20 (Organisation staatlicher Einrichtungen, Management staatlicher Einrichtungen)|
Kurzfassung auf Englisch:
The Committee for Public Management Research (CPMR) was established in 1997 to develop a comprehensive programme of research to serve the needs of future development in the Irish public service (http://www.irlgov.ie/cpmr). As part of this remit, the CPMR has undertaken a series of major studies to inform the development of a Quality Customer Service (QCS) approach in the civil and wider public service. The study was undertaken during the period April-December 2000 by research staff from the Institute of Public Administration. Drawing upon previous research, this current study focuses on the critically important issues of accreditation and recognition. In particular, by critically evaluating current arrangements, and drawing upon best practice here and elsewhere, this study provides objective and practical suggestions as to how best to introduce a QCS Mark in the Irish public service. This study was also undertaken in consultation with the QCS Working Group which has a vital role to play in taking forward the current QCS Initiative in the civil and wider public service. Why research a possible QCS Mark for the Irish public service? At the planning stage of the research, initial consultations indicated that: · There is considerable support for the view that the development of an effective servicewide system of accreditation and recognition (i.e. a QCS Mark) could have a key role to play in the next phase of the QCS Initiative. · A well-designed QCS Mark scheme could assist the internal and external promotion of a quality customer service, by raising awareness and morale, and acting as a driver for progressive change. · Such a development could also have major implications for the promotion of a benchmarking approach to QCS by the public service. · It could provide a platform to facilitate the sharing of best practice among organisations, promote healthy competition and allow achievement to be acknowledged. · An appropriate and effective QCS Mark scheme could also facilitate improved service delivery integration within and between public bodies. Scope of the research Accordingly, this study seeks to: · review current quality accreditation systems in Ireland and elsewhere. This will help identify the range of approaches available, potential key elements and appropriate concepts for an Irish public service QCS Mark system · identify (a) the potential benefits and other implications for the Irish public service from the introduction of a voluntary and attainable QCS Mark system and (b) the key issues to be addressed in order to introduce system-wide accreditation · outline a framework for QCS accreditation in the Irish public service and how such a system might be administered and resourced · make recommendations on the steps to be taken to introduce the proposed system,in the civil service in the first instance, with a view to its extension to the wider public service. Our research presents: · a detailed review and evaluation of relevant QCS and quality management literature. This has helped us to identify key issues and to develop an appropriate conceptual framework upon which to design a QCS Mark for the public service · an analysis and evaluation of relevant international material on existing accreditation schemes and effective national or federal approaches to the development and implementation of such schemes · in-depth discussions with key personnel in government departments, external agencies,commercial organisations and trades unions, as well as a cross-section of public service providers in order to obtain evaluative feedback on existing and potential future arrangements.
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