{'fraction_non_alphanumeric': 0.014696058784235137, 'fraction_numerical': 0.0, 'mean_word_length': 5.190082644628099, 'pattern_counts': {'":': 0, '<': 0, '<?xml version=': 0, '>': 0, 'https://': 0, 'lorem ipsum': 0, 'www.': 0, 'xml': 0}, 'pii_count': 0, 'substrings_counts': 0, 'word_list_counts': {'cursed_substrings.json': 1, 'profanity_word_list.json': 0, 'sexual_word_list.json': 0, 'zh_pornsignals.json': 0}}
Developing a New Model for Monitoring and Evaluating Public Services Performance

Public service is a matter of public interest, not only for the public administration, but also for the beneficiaries. People are increasingly interested in the quality of the public service and have become more and more demanding. The amount of information that is available on the internet creates higher expectations. In this context, using measurement and reporting methods and instruments is not optional anymore. Furthermore, the provision of public services is a matter of achieving a balance between costs, pleasing the beneficiary, increasing quality and benchmarking with similar services. Since Romania has become a member of the EU, and even earlier, since it has been a beneficiary of development funds, the issue has not been just the provision of public services, but that of using and creating measurement instruments and methods, and the question of achieving the performance point where a balance between costs and benefits is attained. The problem is that there is a lack of understanding the basics of reporting results and monitoring performance, there is no general instrument or model that allows any public institution to use it and benchmark the results, and the instruments available are either too complicated to understand or do not work for the entire range of public service. Thus, the present study aims at offering a general measurement instrument for the public service performance.