دور الإدارة العامة الجديدة في تحسين جودة الخدمات العامة: دراسة حالة الإدارة العامة للجوازات-وزارة الداخلية القطرية

الملخص EN

Public organizations seek for continuous development and improvement by using several modern administrative methods.

one of these methods is the new public administration that most public organizations started implementing long time ago.

this method adopts the same tools used by the private sector in delivering services.

it focuses on simplifying procedures and using technology, reducing service time and separating between the service provider and the customer.

it also focuses on the role of public organizations as a supervisory role in providing services.

the new public administration focuses on direction rather than implementation and prevention rather than reaction.

it addresses competitiveness, balance of programs, performance and innovation.

in order to achieve the goals of the study, this research was applied to the general directorate of passports of the ministry of interior in the state of Qatar, where a questionnaire was distributed to the groups that participated in the application process.

the study reached a set of results; the most important of which is that the application of the new public administration contributed to the improvement of the quality of services provided to the public.

the general directorate of passports adopted the method of decentralization by granting powers to employees, which resulted in reducing administrative complications, simplified procedures, and discarded complex procedures.

the application of the new public administration has also contributed to achieve the added value of good reputation and high satisfaction from the public.

in the end, the study made a set of recommendations, the most important of which is giving up by the public organizations some services that could be performed by the private sector and focus on the supervisory role, and improving the quality of other services incumbing to them.