The aim of the Master's thesis is to analyse the development and implementation of the ideology of New Public Management in the Slovenian public administration from the perspective of standards and performance measurement. Quality administrative services are an important part of organisations, especially nowadays, when experience rapid changes that require flexible, dynamic public administration. The Master's thesis presents how Slovenian administrative units measure their performance, how satisfied users are with their services and how the Covid 19 pandemic has affected the field of quality management, while organisations have been confronted with completely new situations.
In analysing the existing literature and sources, it was found that before the Covid 19 pandemic, there was more interest in measuring quality. The culture of continuous improvement was not yet developed to the point where public administration organisations would care about developing quality management in normal and unexpected (crisis) situations. If an organisation uses the tool of quality management regularly, it is easier to cope with challenges, regular measurement also brings better communication and involvement of staff.
The main finding of this master thesis is that a more widespread and regular application of quality management tools would undoubtedly bring progress to the organisations of the Slovenian public administration. Organisations would become more accountable and flexible and measure the measures in a way that they actually bring benefits. We suggest that regular quality measurement should be carried out annually in all user-oriented organisations, with a focus on developing an improvement plan. There is a need to involve staff, strengthen communication and to implement quality management measures as comprehensively as possible.
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