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Citizen-oriented Service in Public Administration ( Germany)

This article examines the citizen-oriented service in public administration in Germany, based on the materials of Professor of Berlin School of Economics and Law, Dr. H. Bucker-Gartneron. It explores the principles of good management, acting strictly according to the rules, low costs, and satisfaction of citizens and staff. The importance of easy access to public services through various channels and the preferred communication channels are also discussed. The article highlights the use of e-government as one aspect of citizen-oriented service and the implementation of the Magic Square of Good Management in Public Administration.

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Citizen-oriented Service in Public Administration ( Germany)

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  1. Citizen-oriented Service in Public Administration ( Germany) Based on the materials of Professor of Berlin School of Economics and Law Dr. H.Bucker- Gartneron Tetyana Shablya

  2. Magic Square of Good Management in Public Administration •Acting strictly according the rules •Low costs •Satisfied citizens •Satisfied staff

  3. Citizen-oriented Service •Much more than satisfied citizens •E-Government can be one aspect only •Acting strictly according the rules •Easy access to public service –Territorial (small distance) –In time –Different channels

  4. Acting strictly according the rules •Knowledge of the relevant law and rules •Correct implementation of the rules •Principle of judicial investigation requires: –Cooperation with the citizen –Direct contact to the citizen (often) –Social competences

  5. Preferred channels to public administration •60 % Telefone •40 % Visit •20 % Internet •< 10 % Letter •> 50 % of the people who use the internet frequently prefer telephone

  6. 115 –Call Center for Public Authorities in Germany •Participants of the project –87 national authorities –11 (among 16) states –205 municipalities •Guiding information •Services 7 a.m. –6 p.m.; Mo-Fr •IT-Knowledge management •115 = unique Telephone number •Municipalities manage the call centers

  7. Characteristics of “mobile”office •Citizens meet an officer outside the office (in shopping center, neighborhood house, library) •Technical equipment –Laptop –Mobile phone (UMTS) –Cryptography for data transfer from server –Printer (appropriate to documents) –Card-reader (payment by credit card)

  8. Appointment –intermediate step between online-and offline-service –Multiple access parts to get an appointment •via Internet (Berlin.de) •via Telephone 115 •locally at the office

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