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An Analysis of Client-Oriented and Transmitting Service Processes in a Public Organization : focusing on workers compensation

김장기 1 노현승 1 Shin Youn Chang 2

1근로복지공단
2강원대학교

Accredited

ABSTRACT

In recent times, most quasi-public organizations have emphasized customer-oriented service. In a quasi-public organization. Customer-oriented service pursues several values through improvements in the service delivery system. Most public organizations have achieved omanagerial performance and customer value by improvement of transmitting service process. Conversion of the transmitting service process can take place with deliberate changes in the organizational structure, the activation of human resources, and the preparation of a working system. From the perspective of management of public client relationships, this research attempts an analysis of customer services in the area of worker compensation and to explore the transmitting service system of the Korean Workers’ Compensation & Welfare Service (KOMWEL) following its two transformations after 2005. The aim of this study was to review the practical aspects of the transmitting service process in KOMWEL. The findings showed that the foundations of a customer-oriented service are dealing with the coordination of legal services and alternative services, policy support in the management of public-client relationships, the balance between managerial performance and customer value, and the management of customer contact in the service executive process.

Citation status

* References for papers published after 2023 are currently being built.