 Service Process Excellence in Public ServicesLászló Buics and Edit Süle A chapter in Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, 2020, pp 173-186 from IRENET - Society for Advancing Innovation and Research in Economy, Zagreb 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. Keywords: Business Process Modelling; Key Performance Indicators; public service processes; Unified Services Theory; one-stop shops (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:zbw:entr20:224686 Access Statistics for this chapter More chapters in Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference from IRENET - Society for Advancing Innovation and Research in Economy, Zagreb |
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