Evaluation and transparency in PA modernization: monitoring the main mechanisms in Italy and Romania

With the development of the NPM and public sector reforms, a new model of PA- citizens relationship in public management is addressed. The scholar's attention to verify and overcome the gaps in PA-citizens relations for a more effective quality in public service delivery is increasingly relevant, but quality policy programs implementation for a more integrated citizen-centered service is still poorly developed. At the first glance the continuous improvement of implementation programs dealing with citizen-centered service and the quality-oriented practices in Italy and Romania seems quite fragmented. The argument sets the general framework for assessing quality service, exploring the causal relationships between administrative performance in terms of transparency and citizen' satisfaction within the public administration, through the analyses on a fist stage projects implementation and instruments of evaluation institutionalization. The paper presents a first initial overview on the current quality policies, paradigms and projects for delivery of government services for a citizens/customer development approach through a more integrated, easy-to-access and personalized services and generates also, possible guidance in methods in carrying reforms, tools and mechanisms of evaluation.