You Can't Manage What You Can't Control, And You Can't Control What You Can't Measure
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Abstract
Improving the quality and accessibility of public services for the populace is a cornerstone of government policy in public administration. To gauge the effectiveness and efficiency of related strategies, government programs, and projects, central government bodies and local governments—as their official drafters and implementers—employ monitoring and assessment of public service quality. With the "Law on Public Services" having been in effect for several years, it is timely to draw conclusions. This article examines problematic aspects of public service quality control and proposes potential solutions.
Keywords: monitoring, public service, quality control, digitalisation of public services, certification of public services, service recipient.
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