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Service Process Excellence in Public Services

In: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020

Author

Listed:
  • Buics, László
  • Süle, Edit

Abstract

The goal of this paper is to create a comprehensive picture of the service process structure of a typical Hungarian Government Window, which functions as a one-stop shop service centre for administrative public services. The research is focusing on process management details regarding service quality, and excellence in public services. Performance indicators are identified through a literature review based on the similarities and differences of private and public services. We are using collected data from a Government Window to visualize front office operations with Business Process Modelling and we analyse the time-related data by using performance metrics identified in service quality literature. Our research provides useful insights into the Hungarian public service centre operations that can be useful as a basis of comparison with other countries' similar service systems.

Suggested Citation

  • Buics, László & Süle, Edit, 2020. "Service Process Excellence in Public Services," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 173-186, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    • Handle: RePEc:zbw:entr20:224686
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    File URL: https://www.econstor.eu/bitstream/10419/224686/1/17-ENT-2020-Buics-173-186.pdf
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    References listed on IDEAS

    as
    1. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    2. World Bank, 2017. "The World Bank Annual Report 2017," World Bank Publications - Books, The World Bank Group, number 27986.
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    More about this item

    Keywords

    Business Process Modelling; Key Performance Indicators; public service processes; Unified Services Theory; one-stop shops;
    All these keywords.

    JEL classification:

    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

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