Administracja publiczna bliżej obywatela
Public administration closer to the citizen

Summary/Abstract: Contemporary times are characterized by the constantly changing market environment, in which there are new needs to which one must adapt oneself. The development of the contemporary client’s consumer awareness leads to change of a citizens’ expectations to the performance of administrative services by state government agencies. Assignments performed as delegated and own by local government bodies must be completed with due diligence through the fact that they carry out their tasks on their own behalf and under their own responsibility. Public administration may not remain indifferent to clients’ Leeds and should introduce changes to a concept of management, motivation methods, innovative approach towards a petitioner/client, implementation of modern technologies and broadly understood computerization. It is necessary to establish and properly implement customer service standards, which can affect the perception of administrative organs and ensure residents’ satisfaction regarding the administrative services provided. These actions have an impact on innovative approach to customer service quality and the difficult to reproducer elements of management of a state institution will create an image of a citizen-friendly and open administrative body, which will contribute to the increase of people’s satisfaction and trust in a specific public institution.

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