자치단체 행정서비스 품질사례분석을 통한 개선방안

Measurement and Improvement for the Service Case Study of Local Governments

This is a study on analyzing and developing ways of improving administrative service quality. This study focuses on “Service Standards or Service Charters , I and “the Service Delivery System and Procedures . This study is “Service Standards or Citizen Charter . This study an떠yzes the ways and effects of the measure of service standards in the developed countries and tries to present better way of introducing service standards system in our country. Based on the problems of Korean Service Standards or Service Charter and the experiences of other developed countries, this study presents ways of improving Service Standards System in our country as follows. This study examines the service delivery system and procedures ofl administrative services to develop and present better way of service delivery~ system. In this regard, service delivery system and procedures theoretically, in~ relation to service quality. Under this approach, this study presents following agendas to improve the service delivery system as well as service quality itself.