논문

The Main Purpose of this study is to analyze the present status and changes of
the Public Service Charter in Korea. The purpose of the Public Service Charter is
to satisfy citizens by promoting the quality of public services. The Public Service
Charter helps people understand what a public organization does, what services
to expect, how to contact it and how to seek a remedy if something goes wrong.
Since the Public Service Charter program in Korea was set up in 1998, significant
progress has been made towards the goal of providing better services.
Evaluation of the Public Service Charter is composed of a customer satisfaction
index (CSI) and other performance indicators, which cover a broad range from
the development stage of the Public Service Charter to the implementing stage
and finally to the feedback stage. The customer satisfaction index shows the
customers level of satisfaction with the quality of service they are receiving.

As a result, the government should be aware of the determinants of performance
of the Public Service Charter and should increase Participation of front-line staff
(consultation of front-line staff and reflection of consultation results), build a
management organization (department and manpower), strengthen the education
of organizational members, form an implementation plan and establish a legal
base and enlarge incentives(department and staff). The implementation of the
Public Service Charter program is an on-going exercise because it has to reflect
the extensive and continual changes that take place in the domain of Public
Services. The government has continuously strived to serve its customers in an
effective and efficient way so as not only to meet but to exceed their
expectations.