1. Public administration in change more quality, better service Intro Jean Eigeman Professional senior in public administration Local and regional government Manager VNG Member of the Senate

2. Public administration in change more quality, better service Focus on developing power 1 approach? Complementary strategies Need for constant awareness on changing social dynamics Incentives

3. Public administration in change more quality, better service Learning process Exchange of experience Feedback from civilians and companies Networking in the public sector

4. Public administration in change more quality, better service More aspects on reform in the public sector 1. political reform 2. reform of management (general and operational)

5. Public administration in change more quality, better service Reliability Institutional legitimacy Trust representative legitimacy Satisfaction good public services

6. Public administration in change more quality, better service Downward spiral of trust Incidents  more rules  too much administrative density  diminishing enforcement  GROWING DISTRUST AND DISSATISFACTION

7. Public administration in change more quality, better service CORE BUSINESS OF (LOCAL) GOVERNMENT ?  EFFICIENCY  EFFECTIVITY  TRUST  STRONG SOCIAL BASIS

8. Public administration in change more quality, better service PRIMARY PROCESS/TASK FOR POLITICS REPRODUCTION OF LEGITIMACY KEEP UP THE SYSTEM PRIMARY PROCESS/TASK FOR THE ADMINISTRATION PROFESSIONAL ADVICE GOOD SERVICES AWARENESS OF SOCIAL ENVIRONMENT

9. Public administration in change more quality, better service 3 TRACKS NOW IN THE NETHERLANDS Enforcement of (local) democracy Innovation in public administration Innovation in operational management RED LINES : INTEGRITY AND TRANSPARANCY

10. Public administration in change more quality, better service Innovation of political institutions 2002 A more dual system Strengthening the local council Focus on legislative framework, control and representation

11. Public administration in change more quality, better service Focus on political control  Planning and control (respons)  Research of the council  Auditors chamber

12. Public administration in change more quality, better service PROGRAM OF THE CENTRAL GOVERNMENT MODERNIZING PUBLIC ADMINISTRATION RESULT: a better performance by the government with a reduced bureaucratic burden

13. Public administration in change more quality, better service 4 AMBITIONS 1.The government will improve its service provision to the citizens 2.The government will regulate less and differently 3.Central government will organize itself better 4.Central government will reform its relations with provinces and municipal councils (the Code)

14. Public administration in change more quality, better service 1.Improving service provision 65% of the public service over internet in 2007 One-off provision of data from citizens Binding agreements for electronic data exchange Authentication facility on line

15. Public administration in change more quality, better service 2.Less and differing regulation Reduction of administrative burden of 25 % Assess new regulation to avoid new administrative burden More attention to alternatives like self regulation Agreement with Europe to reduce administration

16. Public administration in change more quality, better service 3.Better organization of central government Downsizing advice system Limiting hiring of external contractors Stimulating shared services Restructuring national civil service

17. Public administration in change more quality, better service 4.Reforming relations with decentralized government A coalition with the organizations of municipalities and provinces To develop performance comparison of various government bodies Reduction of regulation Reduction of specific grants to decentralized government Cooperation on quality management systems

18. Public administration in change more quality, better service Local government innovated  Public service program  Quality management  Benchmarking  Cooperation and shared services  Improving planning and control

19. Public administration in change more quality, better service Better service: 1 system for a telephone number for all municipalities More transparent decision making 1 service point for all municipal services

20. Public administration in change more quality, better service Quality management: Benchmarking A national charter on municipal qulity Developing one general system (ISO, INK) A role for the VNG as a sector organization More transparency in public financial performance Visitation of citizens