Statistical comparison of typical Hungarian administrative public service processes using key performance indicators

Abstract

This study aims to comparatively analyse the front office operations of two Hungarian gov-ernment windows, one located in a capital city district and the other in a county district centre, to examine the difference in the perceived service levels. First, through an international literature review, the study describes the background of the government window system and the importance of key performance indicators (KPIs). In addition, it demonstrates how KPIs can be measured in a public service context, regardless of the type and complexity of a given service. Second, the study provides a detailed statistical analysis and a comparison of the typical administrative public services related to waiting times, processing times, and lead times. Moreover, it offers an analogy of industrial service process management by presenting how the selected meth-ods and measures can be used to review processes related to an industrial, a manufacturing, or a public service, following a holistic management approach. The study contributes to the literature by using KPIs of the private sector and industry in public service processes and shows how these common KPIs can be measured in the public service context to provide valuable insights into service processes. Finally, it demonstrates the differences between the KPIs of the government windows to help legislators to increase the efficiency and effectiveness of services.