QUALITY MANAGEMENT IN PUBLIC SERVICES: LESSONS FOR MUNICIPAL GOVERNANCE AND CITIZEN-CENTRIC ADMINISTRATION

Abstract

Public services increasingly operate in a context of fiscal constraints, rising expectations, and ubiquitous digital interactions. Quality management (QM) offers an integrated approach to improve reliability, timeliness, transparency and responsiveness of municipal services while strengthening citizen trust. This paper synthesizes evidence and practice across three families of instruments: (i) public-sector quality frameworks such as the EU’s Common Assessment Framework (CAF) and the EFQM Model; (ii) ISO standards (ISO 9001/ISO 18091 for local government and the ISO 37120-series for city indicators); and (iii) citizen-centric performance tools (citizen charters, participatory platforms, and open performance information). We compare municipal innovations in European and non-European contexts—including Barcelona’s participatory platform (Decidim), Estonia’s X-Road data exchange, Brazil’s participatory budgeting in Porto Alegre, and India’s primary-care “Mohalla Clinics”—to distill operational lessons on measurement, participation, and continuous improvement. We also link QM to outcomes that matter to residents, drawing on recent cross-national evidence on satisfaction with administrative services and the drivers of institutional trust. The synthesis yields a practical playbook for municipalities: align purpose with measurable service standards; institutionalize co-production; deploy interoperable data infrastructure; and embed iterative learning through CAF/EFQM-style self-assessment and ISO-aligned KPIs. Throughout, we highlight pitfalls (checklist compliance, equity blind spots, and weak feedback loops) and propose a benchmarking template that municipalities can adapt.