Maksym Sitnicki
Public Management, Issue 3 (39), 2017, pp. 345-358
https://doi.org/10.4467/20843968ZP.16.027.7242
The article discusses how to turn the bureaucratic offices of public institutions in the comfortable service centers, that will be able quickly, efficiently and competently to provide administrative services to citizens. It is proved that the strategy development for service centers providing administrative services to citizens in the public institutions should be based on the basis of continuous monitoring of citizens’ requests, learning difficulties, which arise at the stage of management and administration of individual services, and building a clear strategic plan for the prioritization of certain services. There should be some opportunities to motivate managers that provide direct administrative services. We propose the mechanism of strategic planning for service centers in state institutions that is based on innovation, and provides abilities to implement innovative procedure for public servicing to enhance the quality of administrative services and the level of customer satisfaction. It is found that such client oriented approach possible to achieve by reducing the time phases for administrative services, by optimization of the number of institutions that coordinate the implementation of administrative services, by motivating the high competence of perpetrators, and by the optimization of services documentary turnover.