Вдосконалення клієнтоорієнтованості персоналу в центрах надання адміністративних послуг на прикладі Турківської міської ради
Автор: Бончук Оксана Миколаївна
Кваліфікаційний рівень: магістр
Спеціальність: Публічне управління та адміністрування (для державних службовців)
Інститут: Інститут адміністрування, державного управління та професійного розвитку
Форма навчання: заочна
Навчальний рік: 2025-2026 н.р.
Мова захисту: українська
Анотація: Bonchuk O.M., Yaremko I.I. (head). Improving the customer orientation of personnel in administrative service centers (on the example of the TsNAP in Turka). Master’s qualification work. – Lviv Polytechnic National University, Lviv, 2025. Extended abstract. The study provides a comprehensive analysis and detailed description of the functioning of the system of administrative service centers (TsNAP) in the city of Turka, which was the result of the implementation of the administrative services reform in Ukraine. The historical stages of the creation of the TsNAP system are described both at the state level and directly in the Turka territorial community, and an overview of the key legislative framework that regulates the activities of these centers is provided. Special attention is paid to the impact of administrative service provision practices on increasing the level of customer orientation. It is substantiated that customer orientation in public administration is a complex system of values, organizational decisions and tools for evaluating results, which ensures the improvement of the quality of public services, strengthening citizens’ trust in government and the transition to the service state model. The obtained theoretical generalizations create the basis for further analysis of practical mechanisms for implementing customer orientation in the activities of the Administrative Service Center. A comprehensive analysis of the state of customer orientation of the Center for the Provision of Administrative Services of the Turkivka City Council of the Sambirsky District of the Lviv Region in the conditions of decentralization and digitalization of public services was conducted. The institutional principles of the functioning of the Administrative Service Center as a structural unit of a local government body, its regulatory and legal support, organizational structure, tasks, powers and mechanisms for interaction with other entities providing administrative services were revealed. The object of the study is the staff of the Administrative Service Center in the city of Turka, for which a comprehensive analysis of measures aimed at maintaining high service standards was conducted. The subject of the study is the organizational, managerial and service principles of the functioning of the ASC, the level of customer orientation, the quality of administrative services and the effectiveness of personnel management based on the analysis of local and best domestic practices. The purpose of the study is to conduct a comprehensive analysis of the activities of the ASC of the city of Turka, assess the level of its customer orientation, the effectiveness of the organizational structure, management processes and the quality of service to the population, substantiate the areas of improvement of the customer orientation of the ASC of the city of Turka by using the results of the SWOT analysis and adapting the best practices of Ukrainian ASCs. The results of the study show that the ASC of the city of Turka operates in accordance with the modern requirements of the service state, has an appropriate material and technical base, implements digital and mobile services, demonstrates positive dynamics of growth in the number of services provided and budget revenues. It was found that spatial planning, corporate standards and personnel policy have a positive impact on the level of citizen satisfaction and trust in local government bodies. The key strengths and weaknesses of the staff’s customer orientation were identified, risks and opportunities for its development were identified. Practical measures were proposed to improve the personnel management system, develop emotional intelligence, communication skills, digitalize services, and implement mentoring. The feasibility of using the experience of the Lviv ASC to improve the quality of service in the Turkiv community was substantiated. The work carried out a comprehensive study of the current state and prospects for the development of a customer-oriented approach in the activities of the Turkiv ASC. Based on SWOT analysis, the strengths and weaknesses of the Center’s functioning were systematized, and key opportunities and threats to increasing the staff’s customer orientation were identified. It was substantiated that for the public sector, customer orientation is not associated with profitability, but with the level of trust, citizen satisfaction, accessibility and transparency of administrative services. The main risks were identified, including inflated customer expectations, professional burnout of staff, technical dependence on digital systems, and insufficient level of employee motivation. 3thanks to the analysis of the best practices of the ASCs of Lviv, as a model for adaptation in the conditions of the Turkivska community, the importance of the electronic queue, inclusive organization of space, digitalization, information support and systematic quality monitoring is shown. The expected social and organizational and economic effects of the implementation of the proposed measures are summarized. 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