Benchmarking Quality Circles for Local Public Services

Benchmarking Quality Circles for Local Public Services

Collaborating with the Barcelona Provincial Council and the Benchmarking Quality Circles from 2005 with the Sports Service and 2012 with the Education Service: more than 130 technician’s participants and more than 60 municipalities.

The Benchmarking Quality Circles (BQC), Barcelona Provincial Council’s project, is a way of working within the provision and management of services carried out by local governments in the Barcelona province. These pretend to measure, compare and evaluate results, using a set of commonly agreed performance indicators and form a working group to exchange experiences and best practices. Currently, there are more than 130 technicians and more than 60 different municipalities participating. Itik Consulting carries collaborating in this project from 2005 with the Sports Service and from 2012 with the Education Service, which includes the Day nurseries (pre-school) and the Music schools.

The indicators that form the BQC are organised in a Balanced Scorecard, which turns into the planning tool, management and control of the processes of the different municipal services analysed. At the same time, this is formed by 5 different perspectives:

So, Benchmarking Quality Circles provide key data to adopt the most successful measures in each moment, as well as take decisions and define future strategies to attain aims established from the municipal services.

The role that Itik Consulting plays in this project is key since it is in charge of supporting the BQC design process, collecting data with the municipalities, as well as analysing results and participating in the workshops of improvement. With the increase of municipalities’ participants and the evolution that the project has experienced, Itik Consulting has had to adapt, creating specific tools of detection of errors in the collection of data, as well as new instruments that allow validating the data with more effectiveness. In the same way, it has incorporated the use of complementary communication adapted to the new context, as well as contributes his knowledge of the sector and experience in the interpretation of the results obtained in each edition.