This is a study on analyzing and developing ways of improving administrative service quality. Ever since the 1980s,“Citizen-oriented management” has been a major focus of administrative reform in the developed countries, such as United States and Great Britain. Diverse measures like“Customer Satisfaction Survey” is widely introduced in relation with the “Performance-oriented management” to measure government performance in terms of citizen perspectives. In this project, diverse analysis has been done to evaluate the effects and problems of the measures of improving administrative services. This study focuses on the
measures of “Customer Satisfaction Survey”, “Service Standards or Service Charters”, and “the Service Delivery System and Procedures”.
At first, this study examines the contents and methods as well as the effects and limitations of customer satisfaction survey. Despited the effects and values of the citizen survey, the measure has the problem of limiting the scope of citizen-centered government performance evaluation. It also has the limitation of developing citizen-centered performance measures and utilizing the results. In this regards, this study examines and suggests the methods of “CIPA(Citizen Initiated Performance Assessment)”. The CIPA emphasizes citizen initiation in developing performance measures, selecting evaluation scope/targets, utilizing evaluation results, etc.
The second theme of this study is “Service Standards or Citizen Charter”. This study analyzes the ways and effects of the measure of service standards in the developed countries and tries to present better way of introducing service standards system in our country. Based on the problems of Korean Service
Standards or Service Charter and the experiences of other developed countries, this study presents ways of improving Service Standards System in our country as follows.
First, perform national survey every 2-3 years.
Second, set up specific long term target goal of satisfaction level on administrative services.
Third, under the national long term satisfaction target goal, central government should lead local governments 3-5 year plan to improve administrative services.
Forth, specifically specify implementable service standards for each service.
Finally, run alternatives like “service standards accredit” to recognize and utilize better practices.
Finally this study examines the service delivery system and procedures of administrative services to develop and present better way of service delivery system. In this regard, service delivery system and procedures theoretically, in relation to service quality. Under this approach, this study presents
following agendas to improve the service delivery system as well as service quality itself.
- improve responsiveness to the needs on administrative services
- improve professional knowledge on administrative services
- develop administrative supply structure in a way of performance-oriented and simplification
- strengthen the relationship between the managerial and street level administrators
- strengthen the long term education and training to the public employees