Methodological Instruments for Public Services Quality Improvement
Authors: Denitsa Gorchilova, Evgenia Delcheva
Abstract
The article presents the main findings from a theoretical and empirical research on the instruments for quality improvement applied by public services providers in Bulgaria. It is based on data from an empirical study of 161 healthcare and educational institutions that are publicly owned or/and publicly funded. National and internal quality standards, accreditation and international quality standards turn out to be the most widely applied instruments for quality improvement. At the same time public sector specific instruments for quality improvement like Common Assessment Framework and Model of Excellence are nearly unknown and not applied in Bulgaria.