Bureaucratic reputation and detection of the “organisational climate” of the courts

The attention and interest surrounding reputation within public sector practice are increasing. Finding a validated measurement that effectively distinguishes between the various aspects of reputation and is applicable to this specific sector remains one of the most complex issues to face today. With particular reference to the field of “justice”, the issue of reputation and the reputational risk associated with that of performance evaluation has been the subject of lively debate at European level in recent years, followed by a strong request for measurement systems that take into account various aspects. In an attempt to respond to this need, this document offers a first introduction to the question of the quality of the service provided by the Courts. The aim of this paper is to introduce an evaluation tool that is not only theoretical but also practical, taking into account the various actors and factors related to the organisation and functioning of judicial offices. This includes surveys gathering feedback from both internal and external users to assess their satisfaction, self–assessment of the central organisational structure, and evaluation of the legal system. This comprehensive approach forms a complex framework necessary to determine the overall quality of the Court’s organisation and administration. To adopt a holistic perspective, certain indicators are suggested, which readers can utilize as proposals for measuring service quality and the organisational climate within judicial offices.