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Analyzing Service Behaviors of Street-Level Bureaucrats for Civil Petition

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2006, 17(1), pp.177-201
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

OH, SOOGIL 1

1고려사이버대학교

Accredited

ABSTRACT

The era of new governance needs new behavior of street-level bureaucrats. In the context, the purpose of this study is to analyze service behavior of street-level bureaucrats against the civil petition in the era of new governance. For this, the contents of the bulletin boards - ‘LET'S PRAISE’- in the hompages of 25 local governments in Seoul Metropolitan are analyzed. It is because the voice of civil petitioners in the bulletin boards can be appropriate sources for analyzing the service behavior of street-level bureaucrats. The important results of the analyses are that stree-level bureaucrats have to have the meticulous consideration and the kindness against the petitions of civil petitioners. Consequently, this study reveals that the meticulous consideration and the kindness are the priority of the citizen satisfaction, different from other results of citizen satisfaction against public service. In addition, it is believed that those implications can suggest useful dimensions in measuring citizen satisfaction of public services in many ways.

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