Satisfying the Needs of Citizens

8 July 2013

Municipality of Dzierzoniow - Poland

EFQM's 2012 Awards Finalist

"The EFQM Excellence Model is the perfect tool to sustain management based on process integration and improvements. Our goal is to develop approaches which ensure sustainable development of Dzierzoniow and satisfaction of all stakeholders."
Marek Piorun, Town Mayor


Dzierzoniow is a town with a total area of 20 square kilometres and a population of 34,000 located in the southwest of Poland in the Dolnoslaskie Voivodship. Municipality of Dzierzoniow shapes the town development and performs a function of a local public administration. The primary reason for the Municipality's existence is to satisfy the needs of the citizens of Dzierzoniow through the implementation of the Strategy of Local Sustainable Development.

Benefits of implementing the EFQM Excellence Model

  • Municipality of Dzierzoniow achieved a financial surplus for 5 consecutive years.
  • A stunning 95% of the Municipality's customers are satisfied with the service they receive which is above benchmark levels for similar towns in Poland.
  • The number of complaints submitted to the Mayor has been halved since 2003 as a result of improvements made to the effectiveness of the organisation.
  • Thanks to professionally prepared applications the Municipality, received over €2 million of external funds to invest in improving the standard of living of citizens.
  • Positive trends in employee satisfaction help to improve employee efficiency and their ownership of the business. 271 people participated in 60 improvement teams in 2010.
  • Since 2008 the Municipality has been among the leading communes in a prestigious ranking published by the major economic daily in Poland 'Rzeczpospolita'.

Municipality of Dzierzoniow was a Finalist in the EFQM's 2012 Excellence Awards.

"Municipality of Dzierzoniow has a strong commitment to improvement and the assessment team feel sure that they will achieve many successes in the years to come and become an exemplar of public administration across Europe."  
Paul Evans , Assessor Team Leader