“You’re not missing out.

You’re not falling behind.

You’re right where
God wants you.

”
PA 505 Meeting No. 03
WHAT IS QUALITY PUBLIC SERVICE?

Public Service is the highest form of citizenship

because:

• It in the service of the truth or the collective ideals

and aspirations for social justice, peace, democracy
and empowerment.
• It cannot be delivered by anyone for his or her
private ends.
Defining Quality…
• Quality is a Right!

• Government is responsible to provide it either

directly or maintain a strong regulatory environment
for the private sector
• Citizens’ access to these services should be on a
rights basis rather than on an ability to pay basis

• Quality is not synonymous with efficiency and

effectiveness.

• There is no one-size-fits-all formula for achieving quality.

 Defining Quality…

• Two elements of quality:

• Public is satisfied with the service they are
getting
• Workers delivering the services are satisfied on
their working conditions & their ability to do their
jobs well

• Quality public services can only be delivered by

quality workers.
 Defining Quality…

• Costs of not providing quality public services: (1)

cost of repeating the service, (2) cost of
negotiations and settling disagreements, as well
as higher monitoring costs.
• Achieving quality is a joint effort.
• Quality needs commitment from political
representatives, management and public sector
workers at all levels.
 Defining Quality…

• Quality springs from teamwork.

• The attitudes and role of the workforce is crucial to
implementing quality initiatives.
• Quality requires a bottom-up as well as a top-down
approach.
• Quality should be measured by both the users and
public sector workers.
 Defining Quality…

• Quality is best assessed by multi-functional

teams.
• All parts of a service must be part of the quality
initiative.
• Quality improvement is an ongoing task.
 Defining Quality…

• Quality springs from teamwork.

• The attitudes and role of the workforce is crucial to
implementing quality initiatives.
• Quality requires a bottom-up as well as a top-down
approach.
• Quality should be measured by both the users and
public sector workers.
But Concretely, How Do We
Operationalize All These
Definitions?
 Is there Focus in the Service?

• institutional clarity in terms of

• agency’s mandate;
• organizational mission and vision; and
• how internal policies and rules contribute to the
fulfillment of the mandate.
 Is There Respect for Law?

• must be consistent with existing laws

• laws and other policies must be understood by

the people.

• there must be independent and fair enforcement

of rules and policies
 Does It Root Out Corruption?
• prosecuting those found guilty of graft and
corruption.

• preventing corruption.

• rooting out corruption is a multi-stakeholder effort.

• people must know the concrete implications of

corruption in order to mobilize support.
Does It Employ People Based on
Merit?
• Hiring, promotion and dismissal should be
based on merit and fitness not on nepotism
and patronage
 Does it Develop Staff?
• A quality public sector must develop itself
into a learning organization, by investing
in training.
Does it Consult with Stakeholders?
• The credibility of the public sector is
anchored on how responsive it is to the
needs of the public, hence, the
importance of consulting the users of
public services.
 Does It Provide Information?
• Information about public services is public in
nature since it affects people’s lives.

• Guaranteed access to information relating to

public services is a basic operational definition of
democracy and is a measure of openness in
society.
Crucial Role of Public Services In
National Development
• Source of stability and continuity in governance (esp. in
politically unstable environments)

• Develops confidence of the business sector and enables

economic stability
• Generates economic growth

• Instruments of social justice and equity

• Serves as the operational function of democracy

• Promotes social cohesion

THANK YOU!
 GROUP PERFORMANCE TASK

Duration: 30 minutes each group

Mechanics:

1. Group yourselves into teams 2 groups.

2. Choose a facilitator, a note-taker and a reporter in your group.
3. Discuss your answers on the following questions:
4. Identify the problems, needs and issues that you see, observe and feel are
affecting the delivery of quality services to the public. For your guidance,
look into the following areas:
- hiring, promotion, appointment
- availability of resources
- Budget
- right to organize
- planning and evaluation
- decision-making
- training and development
- Others
5. What are the changes you aspire when your identified problems,
needs and issues are addressed? Please be specific and concrete.
6. What actions must be done to achieve/attain these desired changes?
Identify who you think should initiate/carry out these actions?
7. Summarize the highlights of your discussion.
8. Report your team output to the large group.