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Project of Improvement of Quality of Public Services

From EPSA - European Public Sector Award

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The project Improvement of Quality of Public Services provided by the Alytus City Municipal Administration was a long-term project implemented from 2009 to 2015. Its aim was to achieve quality improvements in public services provided by the Alytus City Municipal Administration by creating and implementing a “One-Stop-Shop” public service system and Common Assessment Framework (CAF) and performing external evaluation of the activity of the administration.

The self-assessment implemented using the CAF approach (assessment of the work of municipality administrations) served as diagnostic tool and provided additional motivation for staff during the reform process. The assessment was based on the current situation and facts of 2009 (the starting point of the change process), highlighted prior and current achievements of the local administration and outlined future aims with the help of external and internal evaluation. Thus, it shed light on strengths of the activities carried out by the Alytus City Municipal Administration and on areas for further improvement. Following this assessment, the project working group proposed 25 simple improvement means (quick wins) and 25 large-scale improvement projects.

As a result of the external effectiveness evaluation of the activities of the Alytus City Municipal Administration, external experts prepared the evaluation report which contained recommendations and suggestions for future development. This report was based on an analysis of the legal basis and of the activities of structural sections of the administration as well as on discussions with employees.

Before starting to implement the “One-Stop-Shop” service system, the project work group visited three twin-town municipalities to gather more information in this area. The municipalities of Naestved (Denmark), Mandal (Norway) and Velizy-Villacoublay (France) were visited. The city delegation observed how One-Stop-Shops work in reality and how this approach gets local administration closer to its citizens. Once the “One-Stop-Shop” public service system had been implemented in Alytus, public services became more effective: all necessary information, applications and claims can now be obtained and managed in one working place, arranged in a comfortable way for public attendance. The IT system “Avilys” (“Hive”) of the one-stop-shop gives the municipality the possibility to shift high amounts of “paper work” into the virtual space and thus enables the administration to save time, cut stationery expenses and to “go green”. All correspondence (incoming and outgoing documents), agreements and legal documents can be handled (accepted, initiated, prepared, conformed, confirmed, signed), stored and viewed in a single space.

When Lithuania joined the Euro Zone on 1st January 2015, the Municipality of Alytus implemented the necessary adjustments for the one-stop-shop system to shift from Litas to Euro.

During the implementation of the project all employees of the Alytus City Municipal Administration received necessary trainings allowing them to use “Avilys”: 170 officers participated in trainings and currently use their knowledge in their daily work.

Award info
Award category: the public sector as partner for a better society - supra-local and local level
Award type: diploma
Award year: 2015
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Public administration, One-Stop-Shop, Common Assessment Framework (CAF)
Short English description: The project Improvement of Quality of Public Services provided by the Alytus City Municipal Administration was a long-term project implemented from 2009 to 2015. Its aim was to achieve quality improvements in public services provided by the Alytus City Municipal Administration by creating and implementing a “One-Stop-Shop” public service system and Common Assessment Framework (CAF) and performing external evaluation of the activity of the administration.
Further information
Organisation: Alytus City Municipal Administration
Other applicants:
Homepage:
Level of government: local level
Size of organisation: >100
Number of people involved: >15
Country: Lithuania
EU membership: EU member
Language code: en
Start date:
End date:


Project of Improvement of Quality of Public Services (54.3964691, 24.048676699999987)
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