Prestiż czy efektywność?

The article is devoted to the issue of the functioning of Quality Management Systems according to ISO Standards. The context of application of such standards in public administration offices is especially taken into consideration in this article. The system, which is implemented in the departments of the public administration offices requires an adaptation to the norms and standards of its activities. The degree of customer satisfaction with the way of setting the issue in the public offices, the quality of service, the time which needs to the taken to the problem is one of the most important determinants of the quality. It is not only the prestige to the office, improvement of the efficiency, reduction of the costs or improvement of the work culture but it is also a huge challenge for the public administration offices. The Bielsko - Biala City Council that will be described in this article, definitely rised to the challenge.