This study was conducted as a case study to determine the best practices in government policies and services for the dissemination of those practices to other ministries and agencies in the government. The five best practices in policies and services are selected based on the scores of the customer satisfaction indices compiled in 2005. The five major policies which scored the highest in the satisfaction indices are "the expansion of future growth base" of the Ministry of Science and Technology, "upgrade of the communication and electronic wave broadcasting service" of the Ministry of Information and Communication, "security of the public health and safety" of the Ministry of Health and Welfare, "establishment of clean and safe maritime environment" of the Ministry of Maritime Affairs and Fisheries, "improvement of women's rights through the reduction of sex trafficking, etc." of the Ministry of Gender Equality and Family. The five government agencies which scored the highest in the customer satisfaction indices are Korea Meteorological Administration, Korea Customs Service, Rural Development Administration, National Emergency Management Agency, and Small and Medium Business Administration.
Based on the analysis, it appears that most policies received a higher score from the professional group and the internal customers, i.e. public employees in the related areas than from the general public. This seems to be largely due to the high degree of difficulty and specialization of the policies which concern the interest of the general public to a lesser degree. "The improvement of women's rights through the reduction of sex trafficking, etc." of the Ministry of Gender Equality and Family is the exception of the general trend. It is very difficult to draw a common thread from the various policies in different Ministries. It is the publicity and the dissemination of information regarding the policies that is most important in terms of garnering the higher scores in the survey. But it is difficult to say that the policies which scored highest in the survey are necessarily the best policies.
The five institutions with the highest satisfaction scores introduced and intensified several service items such as reducing the time frame of civil services, introducing the shot message service(SMS), and the installation of convenient resting areas for the customers. Almost all the institutions have similar service items but the real difference comes from the service attitude and behavior of the public employees. It is the service attitude and
behavior of the government employees that has the most critical influence on the level of customer satisfaction.
In spite of the limitation that the study is based on a one-year survey, this research opens the door for the further analysis and study of the results of the customer satisfaction survey in the public sector.
고객만족도 조사, 분석(An analysis of customer satisfaction index)
우수사례 분석을 중심으로(Focusing on the best practices)
서울 : 한국행정연구원
|Subject Country||South Korea(Asia and Pacific)|
|Subject||Government and Law < Public Administration|