Hellenic Open University Conferences, International Conference on Business & Economics of the Hellenic Open University 2015

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A Web-based Benchmarking System of Public Services in Greek Municipalities
Sotiris P. Gayialis, Stavros T. Ponis, Georgios A. Papadopoulos, Polyxeni Vassilakopoulou, Ilias P. Tatsiopoulos

Building: Titania
Room: Solon
Date: 2015-02-06 03:00 PM – 04:45 PM
Last modified: 2015-01-27


Benchmarking is recognized as an essential tool for continuous improvement in private and public sector organizations. Benchmarking deals with the identification of the highest standard of excellence for products, services or processes, as well as taking the actions for the necessary improvements to reach those standards Hence, many Governments have been implemented benchmarking in public sector organizations in order to satisfy their requirements for best value public services. The research efforts described in this paper have focused on evaluating and measuring the effectiveness and efficiency of public sector’s services. The literature of how benchmarking process can lead to improvement of organizational performance is examined. The methodological approach followed for the design and development of the web-based Benchmarking System is presented. The development of the system and its deployment in various Greek Municipalities is discussed in the paper. System’s functionality is thoroughly presented and its operation is explained, highlighting its usefulness in public services evaluation and improvement. The benefits of the Benchmarking System for municipalities, citizens and companies are discussed and further research directions are noticed.


Benchmarking; Performance of Government; Public Administration; Municipalities; Local Government