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행정서비스 품질제고를 위한 연구

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Frame of Image  실 태를 “고객만족도 조사”, “서비스 헌장제” 등의 제도를 중심으로 분 석하 고 있습니 다. 이러 한 분석 에 기초 하여 이 연 구는 고 객으로 서의 시 민을 중심 으 로 행 정서비 스의 품 질과 수준 을 제고 할 수 있 는 제도적 장치와 방 안을 모 색해 보고 자 노력했 습니다 . 아무 쪼록 이 보고서 가 행정서 비스 품 질제고 를 하기 위한 정부 의 노 력 에 도 움 이 되 기 를 바 랍 니 다. 끝 으 로, 이 과 제 를 책 임 지 고 수 행 한 박 중훈 연 구위원 과 공동 연 구자인 성균관 대 김근 세 교수님 , 영 남대 최준호 교수님 , 그리고 참여자 로서 이 를 지원 한 한현주 연구 원의 노 력에 감사 드립니 다.
2005년 12월 國 究 金
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제 1 장 서론 ··························································· 1
제1절 연구의 의의 및 목적(필요성) ······························ 1 제2절 연구범위 및 방법 ··················································· 4
1. 연구내용 및 범위 ······························································· 4 2. 연구방법 ··············································································· 6
제3절 기대효과 ··································································· 7
제 2 장 고객중심의 서비스 구현 체제 ··········· 8
제1절 행정개혁과 고객중심의 서비스 구현 ················· 8
1. 신공공관리론과 행정개혁 ················································· 8 2. 행정개혁과 시민중심의 서비스 구현 ··························· 11
제2절 고객중심의 서비스 구현을 위한 접근방식과 운영사례 ································································· 19
1. 고객에 의한 서비스 평가제(고객만족도 조사) ·········· 19 2. 서비스 표준제 ··································································· 53
제3절 행정서비스 실태 및 개선제도의 효과에 대한 분석 ····························································· 79
1. 행정서비스의 실태에 대한 인식 ··································· 79 2. 행정서비스 개선제도의 효과에 대한 분석 ················· 86 3. 행정서비스 개선제도의 한계와 개선 방향 ················· 88
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제4절 행정


Full Text
Title 행정서비스 품질제고를 위한 연구
Similar Titles
Material Type Reports
Author(Korean)

박중훈

Publisher

서울:한국행정연구원

Date 2005-12
Pages 291
Subject Country South Korea(Asia and Pacific)
Language Korean
File Type Documents
Original Format pdf
Subject Government and Law < Public Administration
Holding 한국행정연구원

Abstract

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