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Customer Satisfaction in Services Provided by the Kaunas City Centre of Social Services: Aspects of Index Calculation and Interpretation
Public Policy and Administration
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| Title |
Customer Satisfaction in Services Provided by the Kaunas City Centre of Social Services: Aspects of Index Calculation and Interpretation
Kauno miesto Socialinių paslaugų centro klientų pasitenkinimas teikiamomis paslaugomis: indekso skaičiavimo ir interpretavimo aspektai |
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| Creator |
Tamutienė, Ilona
Civinskas, Remigijus |
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| Subject |
social services; satisfaction index; centre of social services of Kaunas city
— socialinės paslaugos; pasitenkinimo indeksas; Kauno miesto socialinių paslaugų centras — |
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| Description |
The research of citizen satisfaction in public services gained new relevance in Lithuania in 2009, when the Ministry of Interior added the assessment of customer satisfaction in public services as an instrument of public management quality policy. The paper seeks to answer how this top-down initiative is applied in practice and what kinds of problems arise. The object of analysis in the paper are two independent researches related to the assessment of satisfaction in public services, which were conducted in Kaunas in 2013 and produced markedly different results. The paper is based on the case of the assessment of the Customer Satisfaction Index of Kaunas City Centre of Social Services (CSS), which aims to uncover the factors that determined the disparity in the results.The analysis of the calculation methods for the satisfaction index of the services provided by the CSS has revealed that the methodology approved by the Lithuanian Minister of the Interior can be utilized at the municipal level for the satisfaction in general services used by the majority of city residents. The municipalities, which conduct centralized assessment of public services and wish to ensure objectivity must control that the satisfaction index indicator includes only the customers who have used the service. However, in this case one would face increased financial costs, which rise due to the process of ensuring the involvement of customers who have used services provided by separate institutions.
Nuo 2009 m. Lietuvoje piliečių pasitenkinimo viešosiomis paslaugomis tyrimai tapo naujai aktualūs. Tuo metu Vidaus reikalų ministerija, siekdama skatinti į vartotoją orientuotą požiūrį, kaip viešojo valdymo kokybės politikos priemonę įtraukė vartotojų pasitenkinimo viešosiomis paslaugomis vertinimą. Straipsnyje siekiama atsakyti į klausimą, kaip ši iš viršaus į apačią nuleista iniciatyva taikoma praktikoje ir su kokiomis problemomis susiduriama. Straipsnio analizės objektu tapo 2013 m. Kaune atlikti du nepriklausomi tyrimai, susiję su viešųjų paslaugų pasitenkinimo vertinimu, kurių rezultatai gerokai skyrėsi. Straipsnis remiasi Kauno miesto SPC patenkinimo paslaugomis indekso vertinimo atveju, kuriuo siekiama atskleisti rezultato skirtumus lėmusius veiksnius.Pasitenkinimo SPC teikiamomis paslaugomis indekso skaičiavimo metodų analizė parodė, kad LR vidaus reikalų ministro patvirtinta metodika savivaldybės lygmeniu gali būti taikoma pasitenkinti bendrosiomis paslaugomis, kuriomis naudojasi didesnė miesto gyventojų dalis, nes antraip, kaip parodė praktika, rezultatai bus neobjektyvūs. Savivaldybės, kurios viešąsias paslaugas vertina centralizuotai ir nori užtikrinti objektyvumą, turi kontroliuoti, kad į pasitenkinimo indekso rodiklį būtų įtraukti tik pasinaudoję paslauga klientai. |
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| Publisher |
Mykolas Romeris University
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| Contributor |
—
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| Date |
2015-04-24
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion — — |
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| Format |
application/pdf
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| Identifier |
https://www3.mruni.eu/ojs/public-policy-and-administration/article/view/4094
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| Source |
Public Policy and Administration; Vol 14, No 1 (2015): Public Policy and Administration; 91-102
Viešoji politika ir administravimas; Vol 14, No 1 (2015): Public Policy and Administration; 91-102 2029-2872 1648-2603 |
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| Language |
ltu
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| Relation |
https://www3.mruni.eu/ojs/public-policy-and-administration/article/view/4094/3865
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| Rights |
Copyright (c) 2015 Public Policy and Administration
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