After determining the demands of citizens, the Mayor’s Office has started a complex development process that has been built upon several pillars: the idea of reducing the use of paper and to set up the necessary informatics background in order to meet the requirements of environmental sustainability; making processes electronic and creating and improving transparency and publicity; improving performance and making it measurable. In the course of achieving these aims, much attention was paid to increasing effectiveness and efficiency through developments, to make it all measurable and to obtain feedback from our clients in relation to the correctness and effectiveness of our aims. After learning the requirements of the European Administrative Space and studying the requirements connected with the continuous development of the quality process and the effects of existing systems on one other, a number of actions and innovations have been carried out including the development of internal and external communication, improving educational and training systems and customer satisfaction. By applying the Common Assessment Framework (CAF) model, the organisation has undergone a change of approach with regard to both management and employees.
An e-Administration informatics frame has been created, which allows clients to, for instance, submit their house and land tax acknowledgements via the internet. In the case of these tax categories, we have implemented the possibilities of e-Payment. In order to reduce the use of paper, we made the whole proposal-making process electronic, which has also resulted in considerable costs savings: we have saved approximately 7000 printed pages and related printing and delivery expenses. By using this system, our clients can download the proposals for sessions of the body of representatives from our homepage and can access current information on municipal decisions. The system also contributes to the principle of transparent functioning.
Continuous improvement of quality and an increase in performance have become the main objectives of the overall quality policy. A competencebased system for measuring the performance of our colleagues has therefore been introduced. As a result of our efforts relating to the issue of quality, the 13th District Mayor’s Office in Budapest was the first out of 3200 municipalities in Hungary to receive the Hungarian Public Administration Quality Award in 2004, the year of its foundation. In the same year, the project was also presented at a quality conference in Rotterdam.
|Award category:||public service delivery|
|Sector:||Public administration, modernisation, institutional affairs, reform|
|Type of activity:||quality management|
|Keywords:||Performance development, strategy, quality, leadership and organisational methods, e-Government, change management, CAF|
|Short English description:||Continuous improvement of quality and an increase in performance have become the main objectives of the overall quality policy|
|Organisation:||Budapest 13th District Mayor’s Office|
|Level of government:||local level|
|Size of organisation:||>100|
|Number of people involved:|
|EU membership:||EU member|