Service delivery quality management based on the workflow monitoring system

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The ‘Service Delivery Quality Management Based on the Workflow Monitoring System’ introduced in the Municipality of Piotrków Trybunalski is a self-assessment and improvement tool for those municipal activities which affect the quality of services provided. It serves to improve the customer-oriented management process. It is also an element of internal control which enables an analysis of the efficiency of municipal services in the sphere of administrative services provided, which consequently improves the customer service system. It is based on clerical staff professionalism, clarity and openness of activities, accessibility of information, and organisational and managerial efficiency.

Before the described system was introduced, the office’s work processes had been defined and request forms to be filled in, with attached information cards, had been created. These documents provide information on a service request process and specify time limits, fees and required attachments. They are available both on paper and in electronic form via the Centre’s website. They are supplementary to the procedures defined under ISO 9000:2001. The municipality has launched a website dedicated to its customers, which gives access to all necessary information, displays the situation of queues at individual service points, offers the option of booking a service in the Municipality Office on a specific day and at a specific time, and provides contact details. Free access to the Municipality website is available via ‘infomats’ located in several spots around the town and a terminal in the Municipality headquarters. The electronic queue management system with a callforward system calculates average customer waiting time and average service time. Information leaflets are available to customers free of charge. Easy access to the required information measurably reduces the time needed to process a service. Clerical workers, who are relieved from the duty of informing customers, are more productive, issue more administrative decisions and handle more service requests. The type and frequency of surveys and questionnaires regarding service quality have been determined. In addition, text messages, electronic mail and a free phone line are used to contact customers. As a result of a survey on public expectations towards the Municipality Office, the information points have been modernised based on the way in which citizens prefer to obtain information on administrative procedures.

The essence of the workflow monitoring system is the need to identify indicators to evaluate the quality of services provided and to analyse them regularly, which enables appropriate remedial and improvement measures to be taken. Monitoring adopted indicators helps the authorities achieve qualitative objectives set for the Municipality Office. The workflow monitoring system helped reduce average service time and average customer waiting time, even though the number of customers had increased.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: quality management
Keywords: Quality management, workflow monitoring, ISO
Short English description: Monitoring adopted indicators helps the authorities achieve qualitative objectives set for the Municipality Office.
Further information
Organisation: Municipality of Piotrków Trybunalski
Other applicants:
Homepage:
Level of government: local level
Size of organisation: >100
Number of people involved:
Country: Poland
EU membership: EU member
Language code: en
Start date:
End date:


Service delivery quality management based on the workflow monitoring system (51.4078044° N, 19.6584326° E)
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