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Performance-and quality-based control of services for people with disabilities

From EPSA - European Public Sector Award

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The state of Upper Austria is responsible for ensuring services for people with disabilities in that state. In the past, the support organisations had largely determined the disability policy in Upper Austria. In its realisation of tasks, the administration was limited to the financing of expenditures. Different daily rates were paid for the same services, and by name, equal services had different contents. The result was too little transparency in the service offers for people with disabilities. Planning and controlling was exercised largely by the responsible support organisations. Consequently, both the political and administration side formulated a request to bring more transparency, structure and control into the disability policy of the state of Upper Austria. Besides the establishment of an ‘impact-oriented administration’ Wirkungsorientierte Verwaltung, the cooperation between responsible organisations and the state of Upper Austria should be given a new basis. An analysis of organisation and efficiency preceded the project ‘performance- and quality-based control of services for people with disabilities’. The goal of this analysis was to provide a structured overview of the economic and organisational situation in these institutions. The decisions for the next steps towards a quality-oriented policy for people with disabilities should be set on that basis. The results of this analysis showed that the comparison of indicators concerning staff- and care costs had a large range and that the feasibility of a comparison is very limited due to the lack of existing defined quality criteria and key factors determining the quality and quantity of staff.

The main project objectives were the following: transparency of cost and service structure; defined quality standards; same price for equal services; and service-oriented granting of funds in the form of service contracts. The result should be the conclusion of service contracts between the state of Upper Austria and the responsible support organisations. This objective implied that a new foundation of interaction as well as organisation of services for people with disabilities should be established. The state of Upper Austria expanded its scope of tasks from sole cost object and supervisory authority to a controlling- and planning body. The following project milestones were stipulated: reorganisation of the Department of Social Affairs; training of staff in the organisations and in the Department of Social Affairs, particularly in the area of controlling; development of an accounting and controlling directive; development of a service catalogue; development of quality standards; development of ‘required assistance models’; and development of standard cost models.

The project content was developed with representatives of the responsible support organisations. The quality standards and the ‘required assistance models’ were designed with the essential participation of people with disabilities. Service contracts were concluded with all service providers for people with disabilities. The state of Upper Austria now has an overview of services provided and those still needed. Quality standards were defined for all areas based on checklists created for the supervision of compliance. The existing reporting increases transparency of spending, service contents, the resources used and the services actually provided. Therefore a comprehensive control regarding planning, content and cost is ensured. Outcome and satisfaction of service recipients could thus be remarkably improved.

Award info
Award category: smart public service delivery
Award type: submission
Award year: 2011
Project type
Sector: Public health and social welfare/affairs
Type of activity:
Keywords: Impact-oriented administration, controlling, planning, control, transparency, service catalogue, quality standards, output-based funding, equal service for the same price, individual support planning, service costs, service contracts
Short English description: The main project objectives were the following: transparency of cost and service structure; defined quality standards; same price for equal services; and service-oriented granting of funds in the form of service contracts.
Further information
Organisation: Office of the State Government of Upper Austria – Directorate Social Affairs and Health, Department of Social Affairs
Other applicants:
Homepage:
Level of government: regional level
Size of organisation: >100
Number of people involved: >15
Country: Austria
EU membership: EU member
Language code: en
Start date:
End date:


Performance-and quality-based control of services for people with disabilities (48.2924787, 14.292265)
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