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1

Analysis of the Practice of Providing Administrative Services by the Member States of the European Union

100%

Bolbotenko A.

Krakowskie Studia Małopolskie

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2021

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vol. 1(29)

28-40

EN

The article considers the primary and secondary legislation of the European Community and normative legal acts of different European countries that regulate the provision of administrative services. Related concepts used in European Union law to define the scope of public services were distinguished. The practice of providing administrative services was analyzed on the examples of Poland, England, France and Sweden. Characteristics of the subject composition of public services were studied. The assessment of public service standards was made. The analysis of long-term programs of public administration reform in EU member states was carried out. The basic principles of functioning of state institutions and organizations that provide services to citizens, as well as the obligations of government agencies in the sphere of organization, distribution and provision of administrative services were determibed. In addition, various ways of improvement the quality of the provision of services, which the countries of the European Community are already using and are planning to use in the future, were considered. Obstacles to the introduction of new approaches to the improvement of the quality of public services were found. The analysis of formation of systems of various social services was carried out. The activity of state social services on needs assessment and planning of social services was considered. The concept and direct implementation of the principle of “mutual complementarity” were analyzed.

2

The Management of Complaints in Slovene Public Administration

75%

Stare J., Gruden B., Kovač P.

Organizacija

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2008

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vol. 41

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issue 1

22-30

EN

The Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services.

3

Od administracji publicznej do public governance

51%

Izdebski H.

Zarządzanie Publiczne / Public Governance

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2007

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issue 1(1)

7-20

PL

Przedmiotem studium jest ewolucja myśli administracyjnej od prawniczego ujęcia właściwego Rechsstaat oraz od kolejnych ujęć związanych z teorią organizacji (choć pierwsze z nich, Study of Administration Woodrowa Wilsona, programowo należało do sfery nauk politycznych) do obecnych koncepcji public governance, mających za punkt odniesienia społeczeństwo obywatelskie i interesariuszy administracji publicznej. Kolejne podejścia do problematyki administracji publicznej nie zrywały całkowicie z wcześniejszymi koncepcjami i realizacjami, lecz tworzyły nakładające się na siebie „warstwy”, składające się na współczesną wizję administracji publicznej.

EN

The study presents the sense of evolution of thinking on public administration – from a legal approach caracteristic of the Rechtsstaat and furher approaches linked with theory of organisation (though the ﬁrst of them, Woodrow Wilson’s Study of Administration was declared to belong to political science) to present ideas of public governance, oriented on civil society and public administration stakeholders. The subsequent approaches of public administration have not been breaking fully with the previous ones and their implementations, but they have been a kind of „layers”, laid one after another one, and producing the present vision of public administration.

Refine search results

1 Krakowskie Studia Małopolskie

1 Organizacija

1 Zarządzanie Publiczne / Public Governance

1 Bolbotenko A.

1 Gruden B.

1 Izdebski H.

1 Kovač P.

1 Stare J.

1 2021

1 2008

1 2007

Analysis of the Practice of Providing Administrative Services by the Member States of the European Union

The Management of Complaints in Slovene Public Administration

Od administracji publicznej do public governance