Abstract
The introduction of a quality management system to improve the quality of communications between the executive branch and society, which will increase the effectiveness and efficiency of public administration, reduce unreasonable or unnecessary time, improve the quality of management decisions and transparency of their mechanism. It is determined that the essence of management as the operation of human and financial resources to achieve a certain goal in the private and public sectors is the same. Therefore, new successful management models that have proven their effectiveness in the private sector have been borrowed by the state, in particular the introduction of the ISO 9001: 2000 quality management standard in public authorities. It is investigated that the local authorities of Berdyansk (Zaporizhzhya region, 2003), Komsomolsk (Poltava region, 2004) and Makeyevka (Donetsk region, 2006) were the first among the authorities to introduce the ISO system). Development of such systems has started in the mayoralties of Slavutych (Kyiv region), Korosten (Zhytomyr region) and Kamianets-Podilskyi (Khmelnytsky region). The next were Volyn and Kyiv regional state administrations. Currently, the only central government body in Ukraine that has implemented and certified a quality management system is the MDCSU (certified in October 2005). A comparison of approaches to improving government management systems based on the use of ISO 9001 and the CAF model, found that the first of them is more focused on streamlining and formalizing activities and is most effective in bodies where consumers are not yet clearly defined, services, the order of execution of processes. It was found that the introduction of self-assessment according to the CAF model, which can be aimed at a comprehensive analysis of the activities of public authorities, identification of weaknesses and development of measures to improve the process. Such an analysis will be effective if the public authority understands consumer expectations, clearly regulates the procedure for carrying out current activities and requires its further improvement in order to increase consumer satisfaction.
Published Version
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