Quality assurance in public policy decision-making

Abstract

This article explores the strategic role of Quality Assurance (QA) in enhancing public policy decision-making, with a focus on Malta’s prevalent public service reform. By defining quality through measurable benchmarks and embedding Key Performance Indicators (KPIs) into governance frameworks, QA has transformed service delivery into a more transparent, accountable, and citizen-oriented process. The article highlights the complementary roles of internal and independent external audits, and stakeholder involvement as essential QA mechanisms. Emphasis is placed on the role of independent External Quality Assurance (EQA) in reinforcing objectivity, accountability, and good governance. The paper underscores the significance of stakeholder participation, feedback loops, and systematic follow-up mechanisms in reinforcing quality outcomes. A key highlight is the shift towards data-driven QA, using artificial intelligence and business intelligence tools to inform decision-making. By embedding QA, Malta exemplifies how strategic QA fosters effective governance, enhances service delivery, builds public trust, and ultimately better serves citizens’ needs.