The Self-Assessment of Services’Quality in Public Administration

Abstract

The paper is part of doctoral research which researches current trends in the quality management in public administration. Increasing service quality and minimizing risks in public administration is the main goal of the quality-risk management in the present context in which Romanian public administration is constantly changing having as background its alignment to the new European standards. The objectives of this research are the following: the analysis of public services quality as well as the way in which clients perceive these services. The paper studies the self-assessment process viewed as the main instrument in measuring the quality of public services, the author creating a model of the self-assessment cycle in public administration within this paper.

Keywords

• quality management
• quality
• public administration
• self-assessment