En el contexto del actual debate entre académicos y profesionales del sector público sobre qué modelo de evaluación de la calidad de los servicios públicos es más conveniente, el objetivo central de este grupo de trabajo es doble: por un lado, explorar críticamente qué modelos de evaluación de la calidad de los servicios públicos son más adecuados en función del contexto organizativo y, por otro lado, estudiar que capacidades institucionales y organizativas son necesarias para gestionarlos adecuadamente, muy especialmente en un entorno institucional caracterizado por la "gestión en red" de estos servicios públicos.
El concepto de calidad vinculado a la "satisfacción de necesidades" tiene un carácter dinámico en la medida que las expectativas de servicio y las necesidades en sí varían de unos usuarios a otros a lo largo del tiempo.
Esto obliga a que los procesos de actuación de una organización de servicios deban ser mejorados de forma continuada para poder garantizar su calidad y adaptación a las demandas cambiantes de sus usuarios. El estudio de la calidad de los servicios que suministra el sector público es una condición indispensable de buena gestión. Así mismo, el diseño de un buen sistema de indicadores asegura una mejora en el proceso de adopción de decisiones a todos los niveles de la organización. Un buen sistema de indicadores proporciona la información que se necesita, de acuerdo con el nivel de oportunidad y relevancia de cada momento decisorio. De esta manera, los responsables de la gestión pueden contar con una completa información sobre la situación y la evolución de los aspectos que inciden en la consecución de los objetivos establecidos por la organización, de una manera fiable. La discusión se estructurará en tres niveles diferenciados. Los papers de carácter empírico que muestren experiencias concretas de evaluación de la calidad de los servicios públicos permitirán analizar el estado de la cuestión y la búsqueda de soluciones más efectivas para incrementar las posibilidades de éxito de éstas evaluaciones. Así mismo, los papers de carácter teórico-conceptual permitirán avanzar en la discusión de los actuales modelos normativos. Finalmente, los papers centrados en la descripción de buenas prácticas administrativas de evaluación de la calidad de los servicios públicos ilustrarán, a través de la descripción de experiencias exitosas, los principales aprendizajes de las administraciones públicas que han conseguido posicionarse como referentes en esta materia. Es importante destacar que en un entorno institucional caracterizado por la "gestión en red" de los servicios públicos (y la consecuente diversificación de los mecanismos de colaboración público-privada existentes) la enorme importancia de establecer un sistema adecuado de control de la calidad de los servicios públicos ofrecidos a la ciudadanía resulta aún más evidente, muy especialmente teniendo en cuenta que se configura como la gran asignatura pendiente de muchas de nuestras Administraciones
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GIGAPP
Grupo de Investigación en Gobierno, Administración y Políticas Públicas
GIGAPP
Grupo de Investigación en Gobierno, Administración y Políticas Públicas 