Knowledge Base

Achieving and sustaining Excellence in Public Services

Excellence in Government Services adopting EFQM Model

Today, citizens (customers) have access to a wide array of products and services delivered consistently with a high level of service from the private sector, and they expect a similar level of service from the government. As seen below, citizens have many expectations when it comes to government services.

Nilufer's strong customer orientation

Nilüfer Belediyesi - Turkey

2013 EFQM Excellence Prize Winner in "Adding Value for Customers"

Nilüfer Municipality has demonstrated a strong customer orientation. Particularly, and being a Municipality, they are showing clear and effective citizens orientation; by not only fulfilling needs, expectations and opportunities, but also by anticipating in an active way to future expectations, with a clear approach towards social sustainability.

Nilufer Municipality, Turkey - EFQM Prize Winner 2013

EFQM Prize Winner in Adding Value for Customers

They do not only add value by understanding, and fulfilling customer needs, expectations and opportunities, but by anticipating future demands and expectations, contributing to the modern life standards enjoyed by Nilüfer citizens.

Driving improvement initiatives through team effort

Municipality of Dzierzoniow - Poland

Recognising the impact of team work on the successful implementation of organisation wide systems, Municipality of Dzierzoniow (MoD) set up the TGV team The main goals of the team is to plan, implement and monitor all activities necessary to implement the EFQM Model and improve the operations of MoD.

Stakeholders

Municipality of Dzierzoniow - Poland

Dzierzoniow is a town with a total area of 20 square kilometers and a population of 34 thousand in Poland. Building partnerships became an impulse to create a new stakeholder map, include partnerships in process reviews and designate people who would be responsible for managing the relations with our partners.

Participation Groups

REGTSA - Spain

REGTSA is an Independent Body reporting to the Salamanca Provincial Council. REGTSA’s main areas of activities are Tax Management, Tax Collection, and Information Management. With the means of Participation Groups, being clearly one of its key success factors, Regtsa boosts its business performance and innovation by fostering “swarm knowledge” and empowering ordinary people to do extraordinary things.

Succeeding through People

REGTSA - Spain

Results of the past 10 years show very clearly that REGTSA managed a "turnaround" from a publicly funded tax collection agency to a self-funded (even saving!) public agency which even has become an innovation motor for their customers, the municipalities of the Salamanca province.