The Retake of Common Assessment Framework: The Impact on Portuguese Municipalities’ users

Negreiro, Carla; S. Costa, Cláudia; Fernandes, Joana

Publication

The Retake of Common Assessment Framework: The Impact on Portuguese Municipalities’ users

2018Conference object

dc.contributor.author	Negreiro, Carla
dc.contributor.author	S. Costa, Cláudia
dc.contributor.author	Fernandes, Joana
dc.date.accessioned	2020-04-03T11:18:23Z
dc.date.available	2020-04-03T11:18:23Z
dc.date.issued	2018
dc.description.abstract	In 1980, the public sector focused on the theme of quality and Portugal followed the tendency, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stands out. It is a European model that assesses organizational performance, with reference to the Principles of Excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and was implemented in Portuguese local authorities. It is important to reinstate CAF in order to analyse the results obtained by Portuguese municipalities (15, among 308) and find out how these results and subsequent impacts interact and determine quality enhancement of such organizations. Accordingly, our research question is: What is CAF's contribution to the perception of quality improvement in Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semi-structured interviews with those in charge for quality in the municipalities. Regarding the literature review, a set of elements obtained through CAF’s implementation in the municipalities emerge, namely: the achieved results include actions and improvement plans, good practices, quality assessment and measurement system, citizen and stakeholder’s satisfaction, continuous improvement; on the other hand, in terms of perceived impacts, the achieved results emerge: organizations’ quality improvements, change of public culture, TQM tool facilitator, connections between quality management models as well as practices of bench learning and benchmarking. Thus, it is intended to retake CAF and collaborate for a new theoretical approach, investigating the impacts of such implementation in the public administration, specifically in Portuguese municipalities.	pt_PT
dc.description.version	info:eu-repo/semantics/publishedVersion	pt_PT
dc.identifier.citation	Negreiro, Carla; Costa, Cláudia S.; Fernandes, Joana (2018). The retake of common assessment framework: the impact on portuguese municipalities’ users. In I Encontro Internacional de Língua Portuguesa e Relações Lusófonas (LUSOCONF2018). Bragança. ISBN 978-972-745-249-1	pt_PT
dc.identifier.isbn	978-972-745-249-1
dc.identifier.uri	http://hdl.handle.net/10198/21477
dc.language.iso	eng	pt_PT
dc.peerreviewed	yes	pt_PT
dc.rights.uri	http://creativecommons.org/licenses/by-nc/4.0/	pt_PT
dc.subject	Public services quality	pt_PT
dc.subject	Common assessment framework	pt_PT
dc.subject	Portuguese municipalities	pt_PT
dc.subject	Impact	pt_PT
dc.subject	Content analysis	pt_PT
dc.title	The Retake of Common Assessment Framework: The Impact on Portuguese Municipalities’ users	pt_PT
dc.type	conference object
dspace.entity.type	Publication
oaire.citation.startPage	116	pt_PT
oaire.citation.title	Livro de Resumos do I Encontro Internacional de Língua Portuguesa e Relações Lusófonas (LUSOCONF2018)	pt_PT
person.familyName	Costa
person.familyName	Fernandes
person.givenName	Cláudia S.
person.givenName	Joana
person.identifier.ciencia-id	2F1B-0FEA-A447
person.identifier.ciencia-id	A41D-FF9D-929E
person.identifier.orcid	0000-0001-8294-2218
person.identifier.orcid	0000-0001-5962-2945
person.identifier.rid	AAL-4392-2020
person.identifier.scopus-author-id	25624613800
rcaap.rights	openAccess	pt_PT
rcaap.type	conferenceObject	pt_PT
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