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Statistical comparison of typical Hungarian administrative public service processes using key performance indicators
Hungarian Statistical Review
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 servicedoi:10.35618/hsr2021.01.en090 fatcat:dmwqypqd5nfyngkqf55ogbxh2y