Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
emphasis was placed on a culture of trust. Buy-in from all executives and employees
was imperative; this was obtained through a consultative and inclusive process. All
employees were empowered by being actively integrated in the modernization process
and encouraged to contribute ideas. Delegation of tasks at appropriate levels
created a real sense of empowerment among the employees. Offering training in
relevant areas (such as conflict resolution) enhanced the knowledge base of the individuals
who had to carry out specialized tasks.
The use of information technology was seen as a central enabler, and back in 1996
(long before the internet was widely used) the administration launched their own
website. The website not only provides information and downloadable documents,
but also allowed some applications to be completed online. By implementing the
objective “Every Citizen is King” the administration transformed itself into a customerfocused
organisation where staff thought of citizens as customers.
For more information, please visit: www.salzburg.gv.at
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