| Abstract [eng] |
The most important thing in the aspects of rendering public services is to satisfy needs of citizens and the quality of the service. Practice of European Union and other democratic countries shows that philosophy of marketing, as the way of managing public sector, allows to ensure satisfaction of citizens‘ needs, high quality of rendering public services, improves image of the organisations of public sector. However, in Lithuania the concept of management of quality services is a new concept to compare. Considering to this, fire and rescue services change, as the administrative management of integral part of public sector. According to principles of public management, in progressive countries, the mission of fire and rescue service is: render services to citizens, raise democratic values, improve professionalism and quality of live in active community. Purpose of work: to do the analysis of quality of public services in Klaipėda‘s District Fire and Rescue Service and Kretinga‘s Fire and Rescue service. Object of work is quality of public services, and tasks to be done is: to do the theoretical analysis of quality of public services, review system of national fire and rescue services, analyse juridical regulation of fire and rescue services, do the quality analysis of Kretinga Fire and Rescue Service, analyse results of the research, give conclusions and recommendations. To summarize officers and citizens research results about the quality of Kretinga Fire and Rescue Service public services, it could be said that, quality of services is proved by professionalism of officer, fast responding to emergency calls, fast liquidation of fire and other events. However, to improve the quality of fire and rescue services, better community information, events about Kretinga Rescue and Fire Service is needed, also to improve domestic conditions, update equipment and technique. In the theoretical part of the work theoretical features of public services quality is analysed, in the second part of the work, policy of ensuring public service quality in fire and rescue services is reviewed, in the third part national fire and rescue service is presented, the structure of Klaipeda‘s District Fire and Rescue Management and Kretinga‘s Fire and Rescue is reviewed. In investigative part of the work public analysis of the public service quality of Klaipeda‘s District Fire and Rescue Management and Kretinga‘s Fire and Rescue is given. In the end of the job, conclusions and recommendations ar given. |
