The evolution of service of excellence within the public service : a journey of eight years

Abstract

This dissertation examines the evolution of service excellence in the Malta Public Service over an eight-year period (2013 till 2021). The research aims to understand the changes in service culture and the resulting impact on the quality of services delivered to citizens. The study employs a mixed-methods approach through content and discourse analysis. The findings reveal that there has been significant progress in improving service quality over the past eight years under review. The public service has placed a growing emphasis on service delivery, with factors such as training and technology contributing to this improvement.

Despite these advancements, challenges persist, such as bureaucratic red tape. The study concludes by offering recommendations for future improvements in service excellence within the Malta Public Service.

The research discloses that a strong focus on service excellence is essential for delivering high- quality public services that meet the needs of citizens. This study provides valuable insights into the evolution of service excellence within the Malta Public Service, highlighting the importance of continuous improvement in service delivery.

The findings of this research can contribute as a guidance in the development of policies and practices within the public service, promoting a culture of excellence and contributing to the overall development of the public service.