Práce se snaží reagovat na posun ve vnímání fungování veřejné správy. Tím je zejména přechod od nařizovací správy k chápání správy jako službě veřejnosti. Jednou z možností modernizace a zlepšení práce veřejné správy je aplikace metod managementu kvality. V práci se poukazuje na rozdílnost veřejné správy a celého veřejného sektoru oproti soukromému. Ze soukromé sféry jsou zdůrazněny metody, které mohou být aplikovatelné i ve veřejné správě. Větší část práce je pak věnována Modelu CAF (Common Assessment Framework), který byl speciálně navržen pro implementaci ve veřejném sektoru. Pro jeho snazší zavedení jsou uvedeny i upravené praktické příklady ze starších projektů.

Dieses Forschungspapier fasst die zentralen Ergebnisse entsprechenden Diplomarbeit zur Steuerverwaltung in Polen zusammen. Die zentrale Fragestellung lautet, wie sich diese spezifische öffentliche Verwaltungsstruktur im Zuge der Transformation und des Beitritts zur Europäischen Union entwickelt hat und inwiefern sie heute europäischen Standards entspricht. Da es der EU in dem Bereich an Kompetenzen mangelt, besteht kein einheitliches europäisches Modell der Steuerverwaltung, an dem die polnische zu messen wäre. Die Autorin nutzt das im Rahmen der Europäisierungsforschung entwickelte Konzept des Europäischen Verwaltungsraums, um die aktuelle Gestalt der polnischen Steuerverwaltung unter Berücksichtigung verbindlicher Vorgaben der EU und deren Aktivitäten im Beitrittsprozess analysieren zu können. Ob es eine spezifisch europäische Steuerverwaltung gibt, wird anhand von Daten der OECD mit einer Clusteranalyse ausgelotet werden. Schließlich wird Polens Verortung in den differenzierten Steuerverwaltungswelten ermittelt. Desweiteren analysiert die Autorin die Verbreitung des Common Assessment Frameworks in den Steuerverwaltungen in den Staaten Mittelosteuropas thematisiert. Eine eigene Umfrage bei den polnischen Finanzämtern bringt mehr Klarheit über die Nutzung des CAF in der polnischen Steuerverwaltung. Schließlich ermittelt die Autorin mittels eines semantischen Differentials das Image der polnischen Steuerverwaltung in Deutschland und vergleicht dieses mit dem Selbstbild der deutschen Steuerverwaltung. In einer Schlussbetrachtung werden die Ergebnisse der verschiedenen Untersuchungen zusammengeführt. Die Antwort der Autorin auf die aufgeworfene Frage nach dem europäischen Charakter der polnischen Steuerverwaltung ist verhalten optimistisch. / This research paper is including the central findings of the diploma thesis diploma about the fiscal administration in Poland. The central question is, how this specific public administrative structure developed in the course of the transformation process and the entry to the European Union and to what extent it corresponds today to European standards. Since the European Union has only few competencies in this field, no uniform European model of the fiscal administration exist, at which the Polish fiscal administration would be measured. The author uses the concept of the European administrative space, in order to be able to analyze the current shape of the Polish fiscal administration with special consideration of obligatory defaults of the European Union and their activities during the entry process. Whether there is a specifically European fiscal administration will be find out, on the basis of data of the OECD with a cluster analysis. Finally, Poland’s place in the different fiscal administration worlds is determined. Further the author analyzes the spreading of the Common Assessment Frameworks in the fiscal administrations in Central Eastern European Countries. Its own inquiry with the Polish tax offices brings more clarity over the use of the CAF in the Polish fiscal administration. Finally the author determines the image of the Polish fiscal administration in Germany by means of a semantic differential and compares this with the self-image of the German fiscal administration. In a final consideration the results of the different findings are connected. The answer of the author to the raised question about the European character of the Polish fiscal administration is with restraint optimistic.

Current legislation, within England, states that local authorities should provide services for all those families in need, while also setting thresholds for access to these services. However, research has identified that regardless of the introduction of strategies to identify need and enhance family support, on-going barriers to services remain. This study took a social constructionist approach to explore professionals’ experiences of the use of the Common Assessment Framework form and multiagency working. Data were collected in four different local authorities in the South East of England, in two phases: phase one February 2011 to February 2012, phase two July to September 2014. Phase one was intended to focus on the experiences of both professionals and families in one Local Authority (LA). However, as a result of a difficulty in accessing families the research was refocused to professionals’ experiences and use of the CAF alone. Phase two was extended to three further LAs. Forty one professionals, from a variety of agencies, took part in semistructured interviews individually or in a group. Data were analysed utilising thematic analysis (Braun & Clarke 2006). Conclusions are from a small scale study and so cannot be generalised. However, findings suggested professional use of the CAF was dictated by local authority policy. Two issues emanated from this. Firstly, as the local authorities adopted the policy of utilising the CAF as a referral mechanism, rather than for its intended purpose, to assess needs, professionals perceived the CAF form as a referral tool, rather than an assessment tool. Secondly, the range of professionals utilising the CAF was diverse. This diversity necessitates suitable training to accommodate the various professionals and their backgrounds. However, in this study, such training was largely lacking. Additionally professionals found multi-agency working, required by the CAF process, problematic, time consuming, and onerous. However, experienced and knowledgeable professionals were seen to utilise creative ways in which to successfully navigate the ‘referral process’. A further finding of the study is that there were key differences in regard to the ways in which diverse professional groups view safeguarding for adolescents. Recommendations for future research, policy and local authority use of the CAF form have been made.

Práce se snaží reagovat na aktuální otázku, týkající se modernizace veřejné správy a s ní spojenou aplikaci metod managementu kvality ve veřejné správě. Zvláštní pozornost je věnována Modelu CAF (Common Assessment Framework), který byl vyvinut jako nástroj sebehodnocení speciálně pro veřejný sektor. V České republice byl tento model doposud aplikován především na úrovni samosprávných a ústředních správních úřadů. Vzhledem k možnosti implementovat tento model v nejrůznějších částech veřejného sektoru, se práce snaží upozornit na vhodnost využití Modelu CAF i v oblasti vzdělávání. Pro jeho snazší aplikaci ve školách jsou uvedeny i praktické příklady důkazů, které jsou důležitým podkladem pro hodnocení v Modelu.

Cíl diplomové práce spočíval v nástinu podmínek a prostředí pro implementaci systémů managementu jakosti ve veřejné správě ČR. Při objasňování tohoto cíle bylo využito východisek z dostupných literárních pramenů, praktických zkušeností s implementací Úřadu městské části Prahy 7 a také vlastního výzkumu. Systémy managementu kvality tvoří ucelené přístupy k rozvoji organizace formou obecných doporučení, jak skutečného růstu kvality poskytovaných statků či služeb dosáhnout. Aplikaci standardizovaných metod je třeba přizpůsobit individuální organizaci vzhledem k předmětu její činnosti a vytýčeným cílům. Veškeré přístupy jsou vždy pouze nástrojem a pomůckou, jenž při správném využití dokáží napomoci ke zkvalitnění a zefektivnění řízení. V současné době je implementace přístupů ke kvalitnímu řízení veřejné správy v ČR dobrovolná a každá veřejná instituce/úřad si jej může zvolit, dle vlastního uvážení. Při dostatečné publicitě a prezentaci, by v budoucnu mohly systémy managementu kvality v očích veřejnosti působit jako určitá záruka poskytovaných statků a služeb.

The aim of this thesis is to define methods and techniques of quality management as a tool for improving the efficiency of municipalities. The theoretical part deals with the concept of quality and its management, the European Union's attitude and the basic methods of quality management in municipalities. Especially, the method of the Common Assessment Framework (CAF) is discussed. Finally, the theoretical background characterizes the town of Sušice, its activity and the functional composition of the municipal authority in Sušice. In the practical part, the CAF model is implemented into the municipal authority in Sušice. It provides a report describing the results of self-assessment, information about the evaluation team, procedures and forms of assessment, and responses to the questions of the CAF model. The outcome includes the evaluation of individual criteria, the summary of results using the SWOT analysis and a draft of the improvement plan.

The Common Assessment Framework (CAF) is an important part of the procedures envisaged in the government¿s Every Child Matters: Change for Children (ECM: CFC) programme. Implementation of CAF, in particular, raises many important questions, not least those arising from the inconsistencies apparent between government rhetoric around the development of multi-agency services provided to all children with `additional¿ needs and the actual experiences of children, young people, parents/carers and practitioners in `real world¿ situations. This paper explores the extent to which the actions of practitioners and the experiences of service users with regard to CAF mirror or differ from those which would be expected in view of the content of government guidance and policy documents.The data used is taken from an evaluation of CAF processes in two locations in northern England over a period of 6 months. It concludes that very small numbers of children and young people actually received the service; that, despite genuine enthusiasm from practitioners for them to be so, the processes observed could not yet be described as fully `child centred¿; that fathers were insufficiently involved; and that CAF was, in reality, another service `rationed¿ according to resources available and according to agencies¿ priorities.

Darbe apžvelgiamas Europos Sąjungos vaidmuo, vystant gerą viešąjį valdymą Lietuvoje. Aptariama gero viešojo valdymo samprata ir kaip jį traktuoja tarptautinės organizacijos. Baltoji knyga dėl Europos valdymo, skaidrumo iniciatyva, konsultacijos su visuomene bei Europos ombudsmenas prisideda prie gero viešojo valdymo skatinimo. Darbe apžvelgiamas Bendrojo vertinimo modelis, kuris yra skirtas visoms Europos viešojo administravimo organizacijoms, norinčioms tobulinti savo veiklą. Šis modelis yra vienas populiariausių kokybės vadybos taikymo priemonių Europoje. Geras viešasis valdymas remiasi orientacija į žmogų. Europos Sąjungoje vyraujančius efektyvumo, skaidrumo, rezultatyvumo, dalyvavimo principus stengiamasi įdiegti Lietuvos viešajame valdyme. Europos Sąjungoje yra išskiriami penki gero viešojo valdymo principai: atvirumas, dalyvavimas, atskaitomybė, veiksmingumas, darnumas. Prie gero viešojo valdymo tobulinimo prisideda Europos Sąjungos gerosios praktikos pavyzdžiai, kurie suteikia naujų žinių, idėjų, kaip galima pagerinti esamą padėtį. Nuoseklus, užtikrintas ir kryptingas darbas viešojo valdymo srityje, padeda siekti geresnių rezultatų, piliečių įtraukimo, naujų metodų diegimo bei problemų sprendimo būdų. Viešojo valdymo institucijos, kurios remiasi skaidrumu, atvirumu, atsakingumu, bendradarbiaudamos su piliečiais, privačiu sektoriumi, nevyriausybinėmis organizacijomis yra pajėgios kurti gerą viešąjį valdymą. Nacionalinis bendradrabiavimas yra svarbus veiksnys, tačiau... [toliau žr. visą tekstą] / The paper gives an overview of the European Union’s role in the development of good public administration in Lithuania. It discusses the concept of good governance and how it is treated by international organizations. White Paper on European governance, transparency initiative, in consultation with the public and the Ombudsman contributes to the promotion of good governance. The paper gives an overview of the Common Assessment Framework, which is open to all European public administration organizations wishing to improve their performance. This model is one of the most popular application of quality management activities in Europe. Good public governance is based on the orientation of the individual. European Union, the prevailing efficiency, transparency, effectiveness, participation in efforts to implement the principles of Lithuanian public governance. European Union has released five principles of good governance: openness, participation, accountability, efficiency, sustainability. To improve good governance by the European Union best practices that provide new knowledge and ideas on how to improve the situation. Consistent, secure and purposeful work in the field of public administration, contribute to better outcomes, civic involvement, introduction of new methods and solutions. Public administrations, which are based on transparency, openness, accountability, cooperation with citizens, the private sector, non-governmental organizations are able to develop good... [to full text]

Pirmojoje darbo dalyje atlikta Bendrojo vertinimo modelio taikymo viešojo sektoriaus organizacijose analizė teoriniu požiūriu: išnagrinėtas visuotinės vadybos kokybės principų taikymas didinant viešojo sektoriaus efektyvumą, kokybės vadybos metodų taikymas viešajame administravime, Bendrojo vertinimo modelio samprata ir struktūra. Antrojoje darbo dalyje: išnagrinėtas Bendrojo vertinimo modelio taikymo Lietuvos viešojo sektoriaus organizacijose plėtra; išanalizuoti Bendrojo vertinimo modelio diegimo 2011 metais Kauno rajono savivaldybės administracijoje rezultatai; sudaryta Kauno rajono savivaldybės administracijos veiklos vertinimo pagal Bendrojo vertinimo modelio kriterijus metodika; atliktas Kauno rajono savivaldybės administracijos veiklos vertinimas pagal Bendrojo vertinimo modelio kriterijus; palyginti skirtingų metų Kauno rajono savivaldybės administracijos veiklos vertinimų pagal Bendrojo vertinimo modelio kriterijus rezultatai. Trečiojoje darbo dalyje pateiktos silpnosios Kauno rajono savivaldybės administracijos veiklos sritys ir iš jų kylančios veiklos administravimo problemos, identifikuoti Kauno rajono savivaldybės administracijos veiklų valdymo hierarchiniai lygiai, pasiūlytas Kauno rajono savivaldybės administracijos veiklos tobulinimo planas. Praktinė darbo reikšmė: identifikuotos Kauno rajono savivaldybės veiklos problemos. Nustatyta, jog Kauno rajono savivaldybės administracijoje nėra užtikrinta komunikacija tarp politinio – administracinio – vykdančiojo... [toliau žr. visą tekstą] / In the first part of the work of the Common Assessment Framework of public sector organizations in terms of theoretical analysis: examination of general quality management principles to increase public sector efficiency, quality management methods in public administration, the Common Assessment Framework and the concept of structure. In the second part, examined Common Assessment Framework application Lithuanian public sector organizations in the development, to analyze the implementation of the Common Assessment Framework in 2011, Kaunas District Municipality results of up Kaunas District Municipality performance assessment under the Common Assessment Framework criteria methodology performed Kaunas District Municipality performance evaluation by Common Assessment Framework criteria to compare different years Kaunas district Municipality veiklosvertinimų from Common Assessment Framework test results. The third part of the weak Kaunas district municipality administration activities and their resulting performance management problems, identify the Kaunas District Municipality hierarchical management levels, the proposed Kaunas District Municipality performance improvement plan. Practical significance: Kaunas District Municipality identified performance problems. It was found that the Kaunas District Municipality does not guarantee communication between the political - administrative - operational level, it is a lack of administrative cooperation heads of structural divisions of... [to full text]

The Thesis analyses modern trends in the management of Public Administration in Czech Republic. The reforms and changes in Public Administration are supported by the implementation of management tools and tools focused on quality of Administration. These tools, including elements of corporate governance and some principles of private sector market, aims to improve and make the Public Service more effective. New Public Management (NPM) can be considered as a general name for the tools and for the concept of the Management of Public Administration, in particular meaning the principles of Process Management, the Balanced Scorecard (BSC), Benchmarking, the Common Assessment Framework and other methods and tools based on the models of TQM and EFQM. The practical part of the thesis contains the surveys and evaluation of the efficiency of the above mentioned models by the Regional Authority and selected municipalities, including their strengthts and weaknesses.