Decentralization - the Mainstay of Increasing Quality in Delivering
DOI:
https://doi.org/10.18662/eljpa/56Keywords:
Public services, quality standards, decentralization of public services, indicators, Quality standardsAbstract
The article deals with the issue of how the application of decentralization in public services leads to an increase in their quality. Although quality is more difficult to measure and quantify, it can be said that it is the extent to which the nature of public service performance meets the expectations of citizens in a particular community.
Where service delivery is carried out in a decentralized manner, the local public administration authorities must first be concerned about how they respond to the expectations of the beneficiaries, and for this to describe quality standards, materialized by measuring some indicators. Measuring the quality of decentralized public services is the first step towards optimizing them. The article highlights the quality standards to be met by the local public administration authorities in the provision of a decentralized public service. With the provision of a decentralized public service, public authorities need to identify whether there is an improvement or a decline in the quality of services provided by decentralization and verify whether the increase in the quality of public services has led to a maximum degree of satisfaction that can be offered to the consumer.
Thus, increasing the quality of public service provision must be a direct consequence of the application of the principle of decentralization by local public administration authorities.
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