The Monitoring of Public Services Quality as a Problem of Local Government Administration - Slupsk Case Study

The quality of public services provided for local communities by the public administration units is today a big challenge for local government units. Residents, community organizations, businesses evaluate the activities of local government based on the level of satisfaction of public needs. Improving the quality of public services is possible through continuous monitoring. For this purpose attempts are made to make testing and even implementation of the innovative tools in Poland. The main subject of the study is a short description of public services in the light of the evolution of theoretical models of public administration, the description of tools form monitoring these services and the analysis of a practical approach to this issue as an example of Slupsk. The main objective is to identify, on the example of Slupsk, at what level implementation of modern management instruments are governments located. The reasoning was based on the interpretation of literature, strategic documents, source materials and social research in the form of interview free with the employees of the municipal office. The study demonstrated that Slupsk and other cities are testing the modern tools of monitoring the quality of public services. Despite that the analysed city decided not to implement one of them. As part of improving the quality of public services, the city gave up even on unified ISO standards in favour of developing their own individual quality management system of public services.