Kvalita a zlepšování služeb ve veřejné správě

The graduation theses deal with evaluating the overall service quality at the Municipal office of Louňovice u prahy. The aim is to appraise results reached by applying a CAF model and, thereafter, work out proposals for a permanent and long-term improvement of the quality of provided services. In the practical part of the paper, there is the CAF model applied, which represents the most common instrument being used by organisations of the public sector to self-evaluate their outputs. After having rendered an image of quality itself, the work continues to search ways for more effective functioning of institutions and enhancing of a fulfillment level of wishes of the respective citizens. The endeavour of the paper is to motivate the administration of the Municipal office in Louňovice to use the self-evaluation repeatedly according to the CAF model for bringing the desired ever-lasting and long-term quality improvement.