Improving the Quality of Public Services

I. Service Standards

A. A policy on service standards is in place. [See More]

B. Service standards have been publicly declared.

C. Service standards have been reviewed and improved.

D. Service standards and declarations have been published.

II. Excellent Service Culture

A. Various efforts have been made to improve skills and/or competencies in applying an excellent service culture. [See More]

B. Service information is easily accessible through various media. [See More]

C. A system for rewarding and sanctioning service providers is in place. [See More]

D. A compensation system for service recipients is provided if the service does not meet standards.

E. Integrated service facilities are available. [See More]

F. Service innovations have been implemented. [See More]

III. Complaint Management

A. An integrated platform for service complaints and consultations is available through SP4N-Lapor! [See More]

B. A dedicated unit manages service complaints and consultations. [See More]

C. Evaluations of complaint/feedback and consultation handling have been conducted.

IV. Service Satisfaction Assessment

A. Public satisfaction surveys on services have been conducted. [See More]

B. Survey results on public satisfaction are openly accessible. [See More]

C. Follow-up actions on public satisfaction survey results have been implemented.

V. Information Technology Utilization

A. Information technology has been applied to provide services. [See More]

B. An integrated service database has been developed. [See More]

C. Continuous improvements have been made. [See More]