1 / 15

Customer Satisfaction Measurement Case of Administrative Units of the Republic of Slovenia

Customer Satisfaction Measurement Case of Administrative Units of the Republic of Slovenia. Dr Gordana Žurga. Contents. Description of the Customer Satisfaction Measurement System for Administrative Units; Role of Ministry of Public Administration and Administrative Units;

lucketta
Download Presentation

Customer Satisfaction Measurement Case of Administrative Units of the Republic of Slovenia

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Satisfaction Measurement Case of Administrative Units of the Republic of Slovenia Dr Gordana Žurga

  2. Contents • Description of the Customer Satisfaction Measurement System for Administrative Units; • Role of Ministry of Public Administration and Administrative Units; • Support to Decision Making

  3. Administrative Units • 58 Administrative Units • Administrative procedures at local level.

  4. Evaluation of PAs’ added value to the LS goals QM - Important Milestones Comparative analysis of QM in PAs On the Path towards Business … (2001) From Quality to Good Practices … (2002) CAF Good Practices in Slovene … (since 2003) PRSPO Pilot Project for PA CUSTOMER SATISFACTION MEASUREMENT EFQM ISO Slovenian Development Strategy Reform Programme for Achieving the LS Goals eGovernment Strategy 2006 - 2010 Slovenian EU Presidency Quality Committee First ISO 9000 Certificate in Administrative Unit National Quality Programme of the Republic of Slovenia Quality Policy in State Administration Pilot project on external excellence evaluation in PA Further Development Strategy of the Slovenian Public Sector 2003-2005 Quality Policy in Slovene Public Administration 1993 – 2000 European and International Comparison 2001 - 2010 Competitive Quality 2011 - 2020 Excellent Quality

  5. Chronology 2000, Dec.: Methodology was developed; 2001: Pilot test in 14 AU; 2002: Obligatory for all AU; 2006: Questionnaire and methodology were renewed Data time series for Administrative Units since 2002.

  6. Customer Satisfaction Measurement System Purpose: • To improve quality of services Focus: • Customers who had just consumed service(s) at the Administrative Unit; • Gap between expected and perceived quality

  7. Methodology • Gap between expected and perceived quality; • Responsible person for testing customer satisfaction: Head of AU; • Location, timing, box, anonymity, …

  8. Questionnaire • Standardized; • AU, Departments; • Sample; Minimum of 30 answered questionnaires per Department

  9. Questionnaire

  10. The procedure Questionnaire & Methodology AU Customer Survey Conduction MPA Input of the Data SPSS Data Processing & Standardized Report Further Elaboration of the Report Comparative Report Improvement Areas Identification AU Action Plan

  11. Support to Decision Making • Administrative Units: • Identification of areas for improvement • Measures and activities to be included in Action plans • Ministry of Public Administration: • Comparative Analysis • Combining ‘soft’ and ‘hard’ data • Benchmarking and bench learning info

  12. Support to Results side of the CAF Model Satisfaction of Employees Administrative Statistics New Measurement System for Administrative Units Satisfaction of Customers (Yearly) Quality Barometer (Monthly)

  13. CUSTOMERS/ CITIZENS CUST. SATISFACTION 9 S / 11 I CUST. ORIENTATION 5 S / 7 I EMPLOYEES SATISF. & MOTIVATION 7 S / 9 I PERFORMANCE 5 S / 8 I PERFORMANCE RESULTS PRODUCTIVITY & AP 2 S / 7 I ECONOMY & FINANCES 3 S / 10 I SOCIAL RESPONSIBILITY SOCIETY 4 S / 5 I ENVIRONMENT 3 S / 3 I New Measurement System for Administrative Units OVERALL SCORE

  14. Web site of the MPA • http://www.mju.gov.si/si/delovna_podrocja/kakovost_v_javni_upravi/zadovoljstvo_strank_in_zaposelnih/ • Questionnaire & methodology • Data entry point • Comparative data

  15. Additional information: • Dr Gordana Žurga • Ministrstvo za javno upravo / Ministry of Public Administration • + 386 1 478 86 94 • gordana.zurga@gov.si • www.mju.gov.si

More Related