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Service Process Excellence in Public Services

László Buics orcid.org/0000-0002-2810-4982 ; Széchenyi István University, Hungary
Edit Süle ; Széchenyi István University, Hungary

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.

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Keywords

Hrčak ID:

250948

URI

https://hrcak.srce.hr/250948

Publication date:

22.9.2020.

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