PUBLIC ADMINISTRATION REFORM IN THE CONTEXT OF SERVICE QUALITY
The worldwide trend in the last twenty years is that one of globalization and intense development of the social systems. In this new context, the national states are put in a whole new position in which institutions and administrative systems must be flexible to accommodate to those changes. In the new geopolitical context, the local and central public administration has become a defining factor in the economic competitiveness of one country or economic region. For Romania the transformation process of the public administration acquires new dimensions. Thus, these have respond to new changes in the global economy, but equally to the new requirements of integration into EU structures, either. Public administration reform involves outstanding modifications of its major components, both at the central public administration level and at the local public administration and public services in general. On the other hand, the democracy development requires the establishment of a new relationship between citizens and administration, increasing and strengthening of the authority role and reconsideration of the partnership with the civil society and the local officials.
Key words: administration, reform, service quality, administrative systems
Drăgulănescu, N. Managementul calităţii serviciilor. Editura AGIR, Bucureşti, 2003
Anuarul Statistic din România, 2010
SR ISO 9004-2: 1994. Ghid pentru servicii
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