1. 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

2. 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)

3. 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)

4. 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

5. 5 The state of political trust: opinion polls (%)

6. 6 Satisfaction with democracy (Eurobarometer)

7. 7 Quality initiatives Federal Government: “Copernicus-project” Flemish Region: “Beter Bestuurlijk Beleid” Public services users’ Charter (1993) Satisfaction surveys: Quality Barometer

8. 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.

9. 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....

10. 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...

11. 11 Trust in the civil service-evolution (%, EVS)

12. 12 Trust in the civil service – Europe (%, EVS 1999)

13. 13 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 1997, %)

14. 14 Trust in civil service (Belgium): evolution (Eurobarometer, spring 1999, %)

15. 15 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 2000, %)

16. 16 Trust in civil service (Belgium): evolution (Eurobarometer, spring 2001, %)

17. 17 Trust in civil service (Belgium): evolution (Eurobarometer, autumn 2001, %)

18. 18 Trust in civil service: trends (Eurobarometer)

19. 19 Trust in civil service: regional differences 1997 (%, Eurobarometer)

20. 20 Decentralisation and trust (%)

21. 21 Restoring trust: politics vs. administration (trust)

22. 22 Restoring trust: politics vs. administration (distrust)

23. 23 Trust in ‘administrations’: stereotypes? (%)

24. 24 Complaints Federal Ombudsman, 2000 & 2001 (%)

25. 25 Corruption (Transparancy International, CPI)