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1 Quality – satisfaction – trust: Country presentation Belgium Steven Van de Walle, EGPA Conference Potsdam 4-7 sept 2002 Leuven University Public Management Institute www.kuleuven.ac.be/io
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2 Main issues in the political discourse on trust in the 1990’s (Belgium) Cleavage citizen-government (beginning 90’s) Political crises (mainly Dutroux crisis) Bad functioning of the administration Intolerance (beginning – end 90’s) Security (±1995 - ) Civil society - social capital (end 90’s)
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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)
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4 APS: themes YearTheme 1996Environment, social exclusion, gender 1997Mobility, spatial planning, ICT 1998Political knowledge, cultural participation, ethnocentrism 1999Leisure, transport, children day care 2000Environment 2001ICT, training 2002Social exclusion, solidarity
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5 The state of political trust: opinion polls (%)
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6 Satisfaction with democracy (Eurobarometer)
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7 Quality initiatives Federal Government: “Copernicus-project” Flemish Region: “Beter Bestuurlijk Beleid” Public services users’ Charter (1993) Satisfaction surveys: Quality Barometer
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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.
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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....
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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...
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11 Trust in the civil service-evolution (%, EVS)
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12 Trust in the civil service – Europe (%, EVS 1999)
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13 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 1997, %)
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14 Trust in civil service (Belgium): evolution (Eurobarometer, spring 1999, %)
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15 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 2000, %)
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16 Trust in civil service (Belgium): evolution (Eurobarometer, spring 2001, %)
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17 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 2001, %)
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18 Trust in civil service: trends (Eurobarometer)
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19 Trust in civil service: regional differences 1997 (%, Eurobarometer)
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20 Decentralisation and trust (%)
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21 Restoring trust: politics vs. administration (trust)
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22 Restoring trust: politics vs. administration (distrust)
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23 Trust in ‘administrations’: stereotypes? (%)
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24 Complaints Federal Ombudsman, 2000 & 2001 (%)
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25 Corruption (Transparancy International, CPI)
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