The "internal client" in the work of the "My Documents" centers

Внутренний клиент» в работе центров «Мои документы

Alexey V. Baranov (Баранов А.В.), Olga V. Kotlyarova (Котлярова О.В.) and Ilya V. Yanin (Янин И.В.)
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Alexey V. Baranov (Баранов А.В.): South-Russia Institute of Management – branch of Russian Presidential Academy of National Economy and Public Administration
Olga V. Kotlyarova (Котлярова О.В.): Vladimir branch of Russian Presidential Academy of National Economy and Public Administration
Ilya V. Yanin (Янин И.В.): South-Russia Institute of Management – branch of Russian Presidential Academy of National Economy and Public Administration

State and Municipal Management Scholar Notes, 2024, vol. 1, 9-19

Abstract: The article presents a study devoted to identifying the degree of satisfaction of an internal client (employees of the My Documents offices in new regions). The degree of their satisfaction with their own professional activities, vision of professional prospects, interaction with managers and applicants of the MFC is analyzed. Based on the conducted survey and the analyzed results, a system of proposals has been formulated, the implementation of which, according to the authors, will increase the level of client- centricity in working with an internal client, and therefore increase the effectiveness of interaction between MFC employees and citizens in need of state assistance.

Keywords: client-centricity; government for people; internal client; MFC; internal customer satisfaction (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rnp:smmscn:s2411

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