Analysis of officials\u27 quality of service factors

Veliko organizacij državne uprave so uvedle sistem celovitega upravljanja kakovosti s pomočjo različnih orodij, ki je izboljšal kakovost storitev in so še vedno na poti proti poslovni odličnosti. Zelo redke so organizacije, ki dosegajo vrhunske rezultate za stranke. V državni upravi naj bi sistem managementa kakovosti deloval kot orodje za pravilno izvajanje veljavne zakonodaje ter strokovno izvajanje dela za stranke, saj sodobna javna uprava stremi k prijaznosti in učinkovitosti uprave, ki je usmerjena k stranki. Vedno višja pričakovanja državljanov, ki želijo prejeti kakovostne javne storitve so med drugim odvisna od odnosa med uradnikom in državljanom. Potrebno je doseči zadovoljstvo strank, zato je pomembno, da organizacija raziskuje, ugotavlja in izboljšuje dejavnike kakovosti, ki najbolj vplivajo na kakovost storitve. Za stranko je kakovost storitve prejeta subjektivno in se lahko vrednoti kot razkorak med pričakovano in zaznano storitvijo, kar je ključnega pomena za organizacijo. Izvedena je raziskava o zadovoljstvu strank z dejavniki kakovosti storitev javnih uradnikov, ki je na podlagi statističnih izračunov, pokazala, da so stranke najmanj zadovoljne s pozornostjo uradnikov. Kot najbolj pomemben dejavnik kakovosti se je izkazala strokovnost, kot najmanj pomemben dejavnik kakovosti pa urejenost. Ugotovljene so tudi določene pomanjkljivosti pri posameznih dejavnikih kakovosti, za katere so predlagane izboljšave: večje ozaveščanje zaposlenih o usmerjenosti k stranki, dodatno usposabljanje za delo s strankami, razvijanje medosebnih odnosov in komuniciranja, večje stimuliranje za uspešno reševanje postopkov, ustrezna kadrovska selekcija in e-uprava.Many public administrations have introduced a quality management system by using different tools which has improved the quality of service and they are still on the way to the business excellence. Very rare organizations reach the top-level results of customer service. A quality management system in the public administration should work as a tool for regular implementation of applicable law and professional implementation of work for service users, because the modern administration focuses on the kindness and efficiency of the Administration which is focused on the customer service. Always higher citizens\u27 expectations who wish to receive the quality of public services among other depend on the relationship between the official and the citizen. The organization should explore, identify and improve the quality factors which mostly affect the quality of service in order to achieve the satisfaction of customers using its service. The quality of service is received subjectively by the customer and it could be measured as a gap between the expected and actually perceived services which is crucial for organization. Recently conducted customer satisfaction survey about the qualities of services’ factors of public officials and its statistical calculation has shown that customers are the least satisfied with their attention. Professionalism has proved as the most important quality factor whereas the least important quality factor was their appearance. Individual quality factors have shown certain deficiencies, for which the following improvements were proposed: greater awareness of employees to customer orientation, additional customer service training, skill development for interpersonal relationships and communication, greater stimulation for successful resolution of tasks, appropriate personnel selection and e-government