Abstract:

Considering the guidelines provided in a report Quality of Public Administration – A Toolbox For Practitioners (European Commission, p. 234) of 2015, self-government offices must understand management and improvement of their internal processes (back office processes), as well as processes which establish contact with citizens (front office processes) in order to obtain the right balance between citizens’ growing demands, following administration procedures and an acceptable level of costs incurred by citizens, companies, non-government organisations and public authorities, with the consideration of the assumed political targets.