Zarządzanie efektywnością miejskich usług publicznych
Managing the effectiveness of urban public services

Summary/Abstract: Methodologically the paper builds upon an assumption that effectivenessoriented thinking concerning public services can be reasonably composed into management process as long as different orientations and expectations of stakeholders are taken into account. Authorities, public services operators (also private entities) as well as end users (beneficiaries) – all of them have different understanding of public services effectiveness. Anyway they all refer to the same values and norms, which not necesserily lead to the efficiency growth within the complex process of public services delivery. Model approaches to managing the effectiveness of urban public services are presented in the paper. They are followed by the results of the empirical studies on selected services (i.e. e-government, road maintenance and education) in the towns of the Silesia Voivodeship.

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