CIVITATE - decisions on quality standards of public services
The Independent Commission for the Assessment, Transparency and Integrity of Public Administration (CIVITATE) adopted two important resolutions:
· No 88: "Guidelines for the definition of quality standards"
· No 89: 'addresses - subject to consultation - in the field of parameters and reference models of the measurement system and performance appraisal "
It 's a preparatory step that will lead the government, including ministries to define by the end of this year, their quality standards.
The quality of the work by the PA., Clarify the guidelines of Civitate, will be measured by reference to four dimensions: accessibility, timeliness, transparency and effectiveness.
Accessibility refers to the availability of information that allows you to easily locate the place where the service can be requested.
Timeliness is the time between the application of performance and service delivery. The quality of the service is always done in relation to the time taken to obtain the required performance.
Transparency is the accessibility of a given set of information to enable citizens to be able to relate so clear with the PA responsible for knowing the procedure, the expected timing, costs incurred in order to process the request.
Efficacy refers to the correspondence between what is required by the user and the service offered by the PA
For each of these dimensions, the government should set indicators that will assess whether the quality of the loaned is above or below the standard required.
Every administration, by virtue of its specificity, may choose the best organizational solutions, for example checks, procedures to follow.
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