고객서비스 스탠더드제도의 도입가능성에 대한 연구 = A Study on the Possibility of introducing the American Customer Service Standards into Korea

다국어 초록 (Multilingual Abstract)

The purpose of this study is first to understand in-depth what the American Customer Service Standards is and how it processes and, as next step to judge the possible transferability of that into Korea, to compare it with the Korean Public Service Charter initiated since 1998. At the last part of the report, we are going to propose, in considering all findings learned from the former, a series of recommendations for improving the latter.
The President's circular recommended since 1998 that all public organizations in Korea adopt the Korean Public Service Charter Scheme which requires them customer service standards defining the levels of service quality, when they provide their customers with public products and services. Since then, many of public bodies have practiced it and generalized the ways of improving the products and services they produce for their customers by way of issuing timely accurate and complete information of the levels of service quality. Korea now counts about over 7,800 Charters for central departments and its field agencies as well as local governments and most of them are for both the inhabitants of local authorities and the users of central government's field agencies.
In the same vein to reform the federal Government and agencies, Clinton, President of the US, issued an executive order in 1993 requiring all federal agencies and departments that provide significant services directly to the public to identify and survey their customers, set service standards, and measure progress against them. This was in the wake of the British Citizen's Charter the beginning of the American Customer Service Standards to enhance the American Public's trust to the Government.
The US Customer Service Standards stories presented in this study demonstrates how powerful service standards can be in driving public organizations to deliver what their customers want, when those organizations take them seriously. For instance, the American Scheme demands that the standards of quality for service provided to the public should be customer service equal to the best in business; as best practices of the Social Security Administration(SSA), it recommends to make use of toll-free phones to provide world-class service at any times the customers want. And the President's order recommended above all that all agencies deal directly with the public to survey their customers and establish customer service standards, which matters most. For the concrete result, Clinton administration made the Government Performance Result Act and conducted also the government-wide customer satisfaction survey, and so on.
The working team's useful findings from the American Customer Service Standards will serve as a useful formulas for executive heads and managers at all levels of public organization in adapting those best practices for further promoting the Korean Public Service Charter.