Zarządzanie wartością klienta samorządu terytorialnego
Customer value management in local government

Summary/Abstract: The demographic survey shows that European societies are characterised by low fertility rates and continuing increases in longevity for the population aged 60 years or over. Therefore the state and local governments are beginning to develop special programmes whichare targeted to specific social groups to improve quality of life. The issue relates to senior citizens who are people aged 60 years or over as well as large families with three or more children. The degree of the difficulty of the task to be carried out is significant. On the one hand, a local government needs to strengthen its position by improvement of the quality of services provided. While in the stereotype of residents’ mentality an office does not have a positive image. Whilst on the other hand, contemporary clients are more demanding than they were a few years ago. The increase of client awareness among local people requires the application of a result-oriented specified local policy. Combining these two options would be difficult, but achievable. There have existed certain projects prepared by the state government administrative organs aiming to introduce client service standards in public administration institutions. This process has already been launched. Work is also underway to create new models on the basis of the surveys conducted in communes where client service standards have been already implemented. There is considerable progress in public administration institutions, which is inevitable and will evolve if public administration is to become modern and to understand its clients’ needs.

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