Area: Javna uprava
Competent authority: MJU
EZU URL: .nan
Initiative ID: 1090
Initiative accepted and completed: .nan
Initiative classified in EZU: .nan
Initiative forwarded in response: '2020-12-21'
Initiative published: '2020-12-21'
Initiative submitted: '2020-12-18'
Response from the competent authority: 'With regard to the petition, the Ministry
  of Public Administration would like to clarify that, in accordance with the Regulation
  on Administrative Business, clients have the possibility to make suggestions, comments,
  criticisms, compliments regarding the authority''s business with the client in writing,
  orally or by writing in the book of comments and compliments, which is located in
  the reception or other appropriate area of the authority.The responses provided
  are taken into account in the system of evaluation of the regular performance and
  the annual evaluation of the performance of public servants according to the criteria
  set out in the Collective Agreement for the Public Sector (Official Gazette of the
  Ministry of Public Administration, No. The Public Sector Collective Agreement (Journal
  of Laws of the RS, No 57/08 and annexes 1 to 12) and the Law on the Public Sector
  Salary System.Organisations of the public administration that deal with customers
  are therefore obliged to measure customer satisfaction with their performance at
  least every two years on the basis of a methodology prescribed by the Minister responsible
  for public administration.The administrative units, among other bodies, have been
  measuring customer satisfaction for many years on the basis of a uniform methodology.
  The methodology and reports are published on the national website gov.si. We note
  that users rate the work of public servants and their professionalism very highly
  (2018 measurement: average score 4.9 out of 5). In this respect, it is important
  to take into account the fact that when determining satisfaction, a clear distinction
  is made between the work of the public servant (professionalism, independence, expertise,
  attitude towards the customer, etc.) and the result of the service (the decision
  is not always positive for the customer, which consequently affects their satisfaction).
  It is also necessary to identify the factors of satisfaction of users of public
  services in relation to the competences of the public servant (expectations in relation
  to the legislation).We would point out that the frequency of clients and the complexity
  of administrative procedures vary greatly from one authority to another, and it
  would not be appropriate to judge all officials solely through the evaluation of
  clients. Some will get no marks but will do a good job, others may be consistently
  praised because of the nature of their work and their innate likeability. Customers
  are consistently advised that, after the service has been provided, they should
  choose to record their impressions and suggestions in the comments and compliments
  books, thus contributing to a higher quality of the service provided. We consider
  that the system of recording comments and compliments in the comment and compliment
  book is adequate, as customers make a considered decision to comment or compliment.
  All the entries made are regularly reviewed by the heads and the criticisms are
  responded to or taken into account in the evaluation of the civil servants.At the
  same time, the heads of the authorities strive to ensure that the officials are
  friendly and professional, as they attach great importance to the quality of their
  operations.We also note that the widespread use of the ISO 9001 and CAF quality
  models in the administrative units for at least 25 years has also brought about
  a significant change in the quality of the services provided. We will strive to
  maintain this level in the future, or to improve it in areas where this proves necessary.'
Text file: 1090.txt
Title: Appraisal of civil servants
URL: https://www.stopbirokraciji.gov.si/pobuda/?st=1090
