PowerPointpresentatie

1
Quality satisfaction trust Country
presentation Belgium Steven Van de Walle, EGPA
Conference Potsdam 4-7 sept 2002
Leuven UniversityPublic Management Institute
www.kuleuven.ac.be/io
2
Main issues in the political discourse on trust
in the 1990s (Belgium)

• Cleavage citizen-government (beginning 90s)
• Political crises (mainly Dutroux crisis)
• Bad functioning of the administration
• Intolerance (beginning end 90s)
• Security (1995 - )
• Civil society - social capital (end 90s)

3
Data sources

• Election-research (1991, 1995, 1999)
• European Values Study (1980, 1990, 1999)
• Eurobarometer (since 1973)
• APS-surveys (1996-...)
• Client satisfaction surveys
• Opinion polls
• Other surveys, e.g. working on government (2002)

4
APS themes
5
The state of political trust opinion polls ()
6
Satisfaction with democracy (Eurobarometer)
7
Quality initiatives

• Federal Government Copernicus-project
• Flemish Region Beter Bestuurlijk Beleid
• Public services users Charter (1993)
• Satisfaction surveys Quality Barometer

8
Federal government

• Federal Quality Barometer
• Standardised instrument for Federal Ministries
• Services, allocation, information, taxes,
  control,...
• Mainly 1998-1999
• Developed within framework of Public Service
  Users Charter
• Ministry of Finance Client consultation (jan.
  2002), cf. preparation of COPERFIN programme.

9
Ministry of the Flemish Community

• Steering Committee client satisfaction surveys
• Co-ordination
• Harmonisation
• Relation with reforms?
• Surveys on tax services, education, health care,
  pilotage....

10
Other government agencies

• Client satisfaction surveys in a wide range of
  agencies
• Bi-annual general client survey public transport
  (De Lijn)
• Permanent monitoring unemployment agency
• Fund for the social integration of the disabled
• Post office mystery shopping
• Belgian Army research on image
• ...

11
Trust in the civil service-evolution (, EVS)
12
Trust in the civil service Europe (, EVS 1999)
13
Trust in civil service (Belgium) evolution
(Eurobarometer, autumn 1997, )
14
Trust in civil service (Belgium) evolution
(Eurobarometer, spring 1999, )
15
Trust in civil service (Belgium) evolution
(Eurobarometer, autumn 2000, )
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Trust in civil service (Belgium) evolution
(Eurobarometer, spring 2001, )
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Trust in civil service (Belgium) evolution
(Eurobarometer, autumn 2001, )
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Trust in civil service trends (Eurobarometer)
19
Trust in civil service regional differences 1997
(, Eurobarometer)
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Decentralisation and trust ()
21
Restoring trust politics vs. administration
(trust)
22
Restoring trust politics vs. administration
(distrust)
23
Trust in administrations stereotypes? ()
24
Complaints Federal Ombudsman, 2000 2001 ()
25
Corruption (Transparancy International, CPI)