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Better and more in public administration

From EPSA - European Public Sector Award

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Diploma winner

On 1 January 2007 the Northern Great Plain Regional Employment Centre (Regional Employment Centre) was created by merging the employment centres in the counties of Hajdú-Bihar, Jász-Nagykun- Szolnok and Szabolcs-Szatmár-Bereg. The Regional Employment Centre, headed by a Director-General, is an independent budgetary authority comprised of a central department and several branch offices. It has a staff of 671 people, out of which 164 work in the central departments, divisions and groups.

After the decision of the Director-General, a Common Assessment Framework (CAF) model was introduced in the Regional Employment Centre on 1 January 2007. The mission was to achieve an effectively running regional labour market, promote employment and increase the number of employed people, thus preventing unemployment and alleviating its negative effects by applying the Centres’ core values of legality, humanity, partnership, and satisfaction.

To accomplish an effective quality management activity we established a working group independent of the organisational hierarchy, led by the quality management director who reports directly to the Director-General. The task of the working group is to lead the whole quality management system of the organisation. The regional quality management rapporteur is the regional director of the system and is in direct contact with the quality management rapporteurs of the organisational units. Carrying out the satisfaction surveys and recording the results of the questionnaires is the task of the appointed quality management rapporteurs at the branch offices and central organisational units. We established Quality Improvement Groups to work on problems arising during the CAF selfassessments and as a result of the SWOT-analysis.

Currently, 11 of our branch offices’ self-information places are available as a result of modernisation and customer orientation, where internet access is provided. In this way, clients can look for the most important information regarding employment on the websites of the Public Employment Service. In these self-information places people have access to different brochures and information leaflets on care and support. Each year we organise career advice exhibitions at several locations within the regions, in order to provide help to young people with regard to further education, by introducing and presenting to them the possibilities available. In order to help disabled people, physical and communicational accessibility of the branch offices has been ensured.

By using the specific planning and measuring methods of the quality labour market services developed within the CAF quality management system in the Northern Great Plain Regional Employment Centre, we have managed to get more and more people to give positive feedback on our work.

Award info
Award category: citizen involvement
Award type: diploma
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: quality management
Keywords: Quality management, employment/unemployment, CAF
Short English description: To accomplish an effective quality management activity we established a working group independent of the organisational hierarchy, led by the quality management director who reports directly to the Director-General
Further information
Organisation: North-Plain Regional Labour Centre
Other applicants:
Homepage:
Level of government: regional level
Size of organisation: >100
Number of people involved:
Country: Hungary
EU membership: EU member
Language code: en
Start date:
End date:


Better and more in public administration (47.9579338° N, 21.7151236° E)
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