The subject of this thesis discusses the influence of using CAF model (Common Assessment Framework) on the quality of work, satisfaction of employees and satisfaction of customers, who are using their services. Because organisations of public services are aware about importance of continuous improvements, different standards or approaches are being formed to assure their quality. CAF model is a free tool for holistic mastering of quality. It consists of nine measures. First five of them discuss characteristics of organisation factor, the other four measures discuss results, achieved on the field of citizens, employees, as well as on the field of whole society. Self-evaluation has no influence on development of public services and does not bring any added value to reasearch, if organisation does not compare or analyse acquired information and if organisation does not sum up key findings and afterwards, based on all research results does not prepare an action plan of improvements, which the organisation also executes in continuation. Result of research in thesis show actual connection between self-evaluation according to CAF model, satisfaction of employees and satisfaction of users of services in discussed administrative office. Beside that, the positive contribution of management and active work of group for health promotion on workposition for satisfaction of employees is being evident. Active incorporation of employees to improvement process, creating suggestions for improvements and looking for innovative solutions, that lead to optimisation of work processes and effective acticity of organisation, ensures satisfaction of employees, that is consecutively being transffered to users of services. In spite of consistent consideration of saving measures and continuous reduction of employees, administrative unit suceeds to assure qualitative and at the same time legally prescribed tasks, satisfied employees, as well as satisfied users of services.

Tema predmetnega magistrskega dela obravnava vpliv uporabe modela CAF (Common Assessment Framework ali Skupni ocenjevalni okvir v javnem sektorju) na kakovost dela, zadovoljstvo zaposlenih in zadovoljstvo uporabnikov. Zaradi zavedanja o pomembnosti stalnega izboljševanja delovanja organizacij javnega sektorja so se oblikovali različni standardi oziroma pristopi k zagotavljanju njihove kakovosti. Model CAF je brezplačno orodje za celovito obvladovanje kakovosti. Sestavljen je iz devetih meril, kjer prvih pet obravnava značilnosti dejavnikov organizacije, štirje pa rezultate, ki se dosegajo na področju državljanov, zaposlenih in celotne družbe. Samoocenjevanje nima vpliva na razvoj javne uprave in ne prinaša dodane vrednosti raziskovanja, v kolikor organizacija s primerjavo in analizami pridobljenih podatkov ne povzame ključnih ugotovitev in na podlagi pridobljenih podatkov ne izdela akcijskega načrta izboljšav, ki jih v nadaljevanju tudi izvede. Izsledki raziskav v magistrskem delu kažejo na dejansko povezanost samoocenjevanja po modelu CAF z zadovoljstvom zaposlenih in zadovoljstvom uporabnikov v obravnavani upravni enoti. Poleg tega je razviden pozitiven prispevek vodstva in aktivno delo skupine za promocijo zdravja na delovnem mestu k zadovoljstvu zaposlenih. Aktivno vključevanje zaposlenih v procese izboljšav, ustvarjanje predlogov za izboljšave in iskanje predlogov za inovativne rešitve, ki vodijo k optimizaciji delovnih procesov ter učinkovitejšemu delovanju organizacije, zagotavlja zadovoljstvo zaposlenih, ki se posledično prenaša na uporabnike. Kljub doslednemu upoštevanju varčevalnih ukrepov in nenehnemu zmanjševanju števila zaposlenih, upravni enoti uspeva zagotavljati kakovostno in hkrati zakonito opravljene predpisane naloge ter zadovoljstvo zaposlenih in uporabnikov.