Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback (Q3100715): Difference between revisions
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(Created claim: summary (P836): The national project “Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback” is aimed at making the services provided by the public administration more efficient. This main objective of the project will be achieved through the expansion of the network of client centers in Slovakia, their monitoring, measurement and evaluation of performance, expansion...) |
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The national project “Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback” is aimed at making the services provided by the public administration more efficient. This main objective of the project will be achieved through the expansion of the network of client centers in Slovakia, their monitoring, measurement and evaluation of performance, expansion of provided services, introduction of a system for measuring satisfaction with public administration services, strengthening institutional capacity of public administration, or exploiting synergies with cooperating entities. The project consists of the implementation of 5 aktivít:Zefektívňovanie public administration carried out for the purpose of public administration reformComprehensive analysis and streamlining of the functioning of client centersExpansion of the network of client centers and monitoring of their activitiesDevelopment of human resourcesMeasuring satisfaction with the provision of public administration servicesThe project will be implemented throughout Slovakia. As the public administration services affect any person who comes into contact with them, whether as beneficiary or provider, the target group of the project can be divided from two aspects: the project group will be composed of public administration employees – the state administration and the municipalities, who hold the position of service provider (staff of district offices, employees of the District Transport Inspectorate, employees of the Department of Documents and Records of the Presidium of the PZ, etc.). The target group is designed to respect the principle of equal treatment and non-discrimination, i.e. different age and educational levels, in the representation of men and women. Streamlining public administration organisations, completing the network of client centres, and measuring their performance, implementing corrective measures in terms of satisfaction measurement, developing soft skills or promoting KC will directly affect employees – public service providers. The identified target group will participate in the implementation of the project and benefit from its outputs. Another target group of the project will be legal and natural persons directly using public administration services and thus occupying the position of service users. It is the public that will play a strategic role in many areas of project implementation, such as using the services of client centres, participating in the course of measuring satisfaction with public administration services, seeing its promotion or the implementation of corrective measures will be adapted to public opinion and to the demands of society. The application for a non-repayable financial contribution submitted is therefore designed in such a way that the target group in question can benefit directly from the implementation of the project. (English) | |||||||||||||||
| Property / summary: The national project “Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback” is aimed at making the services provided by the public administration more efficient. This main objective of the project will be achieved through the expansion of the network of client centers in Slovakia, their monitoring, measurement and evaluation of performance, expansion of provided services, introduction of a system for measuring satisfaction with public administration services, strengthening institutional capacity of public administration, or exploiting synergies with cooperating entities. The project consists of the implementation of 5 aktivít:Zefektívňovanie public administration carried out for the purpose of public administration reformComprehensive analysis and streamlining of the functioning of client centersExpansion of the network of client centers and monitoring of their activitiesDevelopment of human resourcesMeasuring satisfaction with the provision of public administration servicesThe project will be implemented throughout Slovakia. As the public administration services affect any person who comes into contact with them, whether as beneficiary or provider, the target group of the project can be divided from two aspects: the project group will be composed of public administration employees – the state administration and the municipalities, who hold the position of service provider (staff of district offices, employees of the District Transport Inspectorate, employees of the Department of Documents and Records of the Presidium of the PZ, etc.). The target group is designed to respect the principle of equal treatment and non-discrimination, i.e. different age and educational levels, in the representation of men and women. Streamlining public administration organisations, completing the network of client centres, and measuring their performance, implementing corrective measures in terms of satisfaction measurement, developing soft skills or promoting KC will directly affect employees – public service providers. The identified target group will participate in the implementation of the project and benefit from its outputs. Another target group of the project will be legal and natural persons directly using public administration services and thus occupying the position of service users. It is the public that will play a strategic role in many areas of project implementation, such as using the services of client centres, participating in the course of measuring satisfaction with public administration services, seeing its promotion or the implementation of corrective measures will be adapted to public opinion and to the demands of society. The application for a non-repayable financial contribution submitted is therefore designed in such a way that the target group in question can benefit directly from the implementation of the project. (English) / rank | |||||||||||||||
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| Property / summary: The national project “Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback” is aimed at making the services provided by the public administration more efficient. This main objective of the project will be achieved through the expansion of the network of client centers in Slovakia, their monitoring, measurement and evaluation of performance, expansion of provided services, introduction of a system for measuring satisfaction with public administration services, strengthening institutional capacity of public administration, or exploiting synergies with cooperating entities. The project consists of the implementation of 5 aktivít:Zefektívňovanie public administration carried out for the purpose of public administration reformComprehensive analysis and streamlining of the functioning of client centersExpansion of the network of client centers and monitoring of their activitiesDevelopment of human resourcesMeasuring satisfaction with the provision of public administration servicesThe project will be implemented throughout Slovakia. As the public administration services affect any person who comes into contact with them, whether as beneficiary or provider, the target group of the project can be divided from two aspects: the project group will be composed of public administration employees – the state administration and the municipalities, who hold the position of service provider (staff of district offices, employees of the District Transport Inspectorate, employees of the Department of Documents and Records of the Presidium of the PZ, etc.). The target group is designed to respect the principle of equal treatment and non-discrimination, i.e. different age and educational levels, in the representation of men and women. Streamlining public administration organisations, completing the network of client centres, and measuring their performance, implementing corrective measures in terms of satisfaction measurement, developing soft skills or promoting KC will directly affect employees – public service providers. The identified target group will participate in the implementation of the project and benefit from its outputs. Another target group of the project will be legal and natural persons directly using public administration services and thus occupying the position of service users. It is the public that will play a strategic role in many areas of project implementation, such as using the services of client centres, participating in the course of measuring satisfaction with public administration services, seeing its promotion or the implementation of corrective measures will be adapted to public opinion and to the demands of society. The application for a non-repayable financial contribution submitted is therefore designed in such a way that the target group in question can benefit directly from the implementation of the project. (English) / qualifier | |||||||||||||||
point in time: 28 September 2021
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Revision as of 13:54, 28 September 2021
Project Q3100715 in Slovakia
| Language | Label | Description | Also known as |
|---|---|---|---|
| English | Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback |
Project Q3100715 in Slovakia |
Statements
212,266.89 Euro
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3,628,372.63 Euro
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5.85 percent
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1 April 2015
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1 December 2020
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Ministerstvo vnútra Slovenskej republiky
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48°8'54.96"N, 17°6'27.90"E
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Národný projekt s názvom „Meranie efektívnosti poskytovaných služieb verejnej správy, inštitucionálny rozvoj Klientskych centier a integrácia spätnej väzby klientov“ je zameraný na zefektívnenie služieb poskytovaných verejnou správou. Tento hlavný cieľ projektu bude dosiahnutý prostredníctvom rozšírenia siete klientskych centier na Slovensku, ich monitoringom, meraním a vyhodnocovaním výkonnosti, rozširovaním poskytovaných služieb, zavedením systému merania spokojnosti so službami verejnej správy, posilnením inštitucionálnych kapacít verejnej správy, či využívaním synergických efektov so spolupracujúcimi subjektmi. Projekt pozostáva z realizácie 5 aktivít:Zefektívňovanie verejnej správy realizované za účelom reformy verejnej správyKomplexná analýza a zefektívnenie fungovania klientskych centierRozširovanie siete klientskych centier a monitoring ich činnostiRozvoj ľudských zdrojovMeranie spokojnosti s poskytovaním služieb verejnej správyProjekt bude realizovaný na celom území Slovenska. Keďže služby verejnej správy ovplyvňujú každú osobu, ktorá s ňou prichádza do kontaktu, či už ako prijímateľ alebo ich poskytovateľ, cieľovú skupinu projektu možno rozdeliť z dvoch aspektov nasledovne:Cieľovú skupinu projektu budú tvoriť zamestnanci verejnej správy - štátnej správy a samosprávy, ktorí zastávajú pozíciu poskytovateľa služieb (zamestnanci okresných úradov, zamestnanci okresného dopravného inšpektorátu, zamestnanci Odboru dokladov a evidencií Prezídia PZ a pod.). Cieľová skupina je zostavená tak, aby rešpektovala princíp rovnakého zaobchádzania a nediskriminácie, tz. rôznorodá veková i vzdelanostná úroveň, v zastúpení mužov a žien. Zefektívnenie organizácií verejnej správy, dobudovanie siete klientskych centier, a meranie ich výkonnosti, zavádzanie nápravných opatrení v rámci merania spokojnosti, rozvoj mäkkých zručností či propagácia KC sa bude priamo dotýkať zamestnancov - poskytovateľov verejných služieb. Identifikovaná cieľová skupina sa bude podieľať na realizácii projektu a profitovať z jeho výstupov.Ďalšiu cieľovú skupinu projektu budú tvoriť právnické a fyzické osoby priamo využívajúce služby verejnej správy a teda zastávajúce pozíciu užívateľov služieb. Práve verejnosť bude zohrávať strategickú rolu v mnohých oblastiach implementácie projektu ako napr. využívať služby klientskych centier, participovať na priebehu merania spokojnosti so službami verejnej správy, vnímať jej propagáciu alebo zavádzanie nápravných opatrení bude prispôsobené verejnej mienke a požiadavkám spoločnosti. Predložená žiadosť o nenávratný finančný príspevok je teda zostavená tak, aby predmetná cieľová skupina mohla priamo profitovať z realizácie projektu. Realizácia projektu je v súlade s horizontálnym princípom udržateľného rozvoja a podpory rovnosti mužov a žien a nediskriminácie nasledovným spôsobom:orientovanie verejnej správy v prospech občanov, poskytovanie svojich služieb rýchlo, efektívne a kvalitne;podpora ľudského kapitálu a adaptácie na všetky zmeny vyplývajúce z nových podmienok ekonomického a spoločenského charakteru, v záujme kvalitne a dôveryhodne slúžiť občanom;vzdelávanie štátnych zamestnancov;podpora inteligentného, udržateľného a inkluzívneho rastu, prostredníctvom nákladovo-efektívnej modernizácie verejnej správy;zvýšenie kvality a efektivity služieb, ich systematický rozvoj vo všetkých segmentoch verejnej správy;transparentná a merateľná realizácia výkonu služieb verejnej správy vo vzťahu ku vynaloženým verejným zdrojom;nediskriminácia v oblasti výberu odborných a administratívnych kapacít;rovnosť pohlaví v oblasti mzdového ohodnotenia;poskytovanie informácií a služieb dostupne, nediskriminačne a vďaka bezbarierovým priestorom i prístupne pre osoby zo zdravotným postihnutím;vytváranie opatrení na zjednodušenie administratívnych procedúr;odstraňovanie byrokracie a znižovanie regulačného zaťaženia.Pri jednotlivých aktivitách budú sledované merateľné ukazovatele:Aktivita – „Počet koncepčných, analytických a metodických materiálov“ „Počet osôb zapojených do vzdelávania“ „Počet úspešných absolventov vzdelávania“Aktivita – „Počet koncepčných, analytických a metodických materiálov“Aktivita - „Počet okresných úradov zapojených do implementovania inovovaných procesov“ „Počet okresných úradov, ktoré implementovali inovované procesy“ „Počet podporených klientskych centier poskytujúcich proklientsky orientované služby FO a PO“Aktivita – „Počet osôb zapojených do vzdelávania“ „Počet úspešných absolventov vzdelávacích aktivít“Aktivita - „Počet subjektov, ktoré získali podporu na zavedenie a/alebo zlepšenie systémov merania spokojnosti klientov“ „Počet subjektov so zavedenými alebo zlepšenými systémami merania spokojnosti klientov“ „Počet zrealizovaných informačných aktivít“ Ukazovateľ "počet úspešných absolventov vzdelávacích aktivít" je stanovený ako 80 % podiel z plánovaného počtu zapojených osôb do vzdelávania. Táto (Slovak)
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The national project “Measuring the efficiency of provided public administration services, institutional development of Client Centres and integration of customer feedback” is aimed at making the services provided by the public administration more efficient. This main objective of the project will be achieved through the expansion of the network of client centers in Slovakia, their monitoring, measurement and evaluation of performance, expansion of provided services, introduction of a system for measuring satisfaction with public administration services, strengthening institutional capacity of public administration, or exploiting synergies with cooperating entities. The project consists of the implementation of 5 aktivít:Zefektívňovanie public administration carried out for the purpose of public administration reformComprehensive analysis and streamlining of the functioning of client centersExpansion of the network of client centers and monitoring of their activitiesDevelopment of human resourcesMeasuring satisfaction with the provision of public administration servicesThe project will be implemented throughout Slovakia. As the public administration services affect any person who comes into contact with them, whether as beneficiary or provider, the target group of the project can be divided from two aspects: the project group will be composed of public administration employees – the state administration and the municipalities, who hold the position of service provider (staff of district offices, employees of the District Transport Inspectorate, employees of the Department of Documents and Records of the Presidium of the PZ, etc.). The target group is designed to respect the principle of equal treatment and non-discrimination, i.e. different age and educational levels, in the representation of men and women. Streamlining public administration organisations, completing the network of client centres, and measuring their performance, implementing corrective measures in terms of satisfaction measurement, developing soft skills or promoting KC will directly affect employees – public service providers. The identified target group will participate in the implementation of the project and benefit from its outputs. Another target group of the project will be legal and natural persons directly using public administration services and thus occupying the position of service users. It is the public that will play a strategic role in many areas of project implementation, such as using the services of client centres, participating in the course of measuring satisfaction with public administration services, seeing its promotion or the implementation of corrective measures will be adapted to public opinion and to the demands of society. The application for a non-repayable financial contribution submitted is therefore designed in such a way that the target group in question can benefit directly from the implementation of the project. (English)
28 September 2021
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Identifiers
314011D438
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