Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/224686
Authors: 
Buics, László
Süle, Edit
Year of Publication: 
2020
Citation: 
[Title:] Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020 [ISSN:] 2706-4735 [Volume:] 6 [Pages:] 173-186
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.
Subjects: 
Business Process Modelling
Key Performance Indicators
public service processes
Unified Services Theory
one-stop shops
JEL: 
H83
Creative Commons License: 
https://creativecommons.org/licenses/by-nc/4.0/
Document Type: 
Conference Paper

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