The target of the paper is to identify organizational barriers and means of quality improvement of services rendered by public administration. The article presents current pro-quality activities and problems connected with application of the process approach. The author emphasizes the necessity of diversification of the access to services, recommending one-stop-shops, kiosks and the concept of e-government.
Financed by the National Centre for Research and Development under grant No. SP/I/1/77065/10 by the strategic scientific research and experimental development program:
SYNAT - “Interdisciplinary System for Interactive Scientific and Scientific-Technical Information”.