Applying New Methods for Analysing Public Service Processes

Abstract

The purpose of this article is to present a theoretical approach and two analytical methods that have not yet been used in case of complex public services in Hungary, but with their help we can effectively describe and analyse these service processes within the field of administrative public services. First, our goal is to explore the directions of public administration management through an international literature review in order to point out how the role of clients of public services are changing and becoming more and more essential during the plan and execution of public services with special focus on Co-Production and Co-Creation. Second, we would like to present how the methods of Service Blueprinting and Process-Chain Network can be used to map, visualise and analyse intricate public services. We present how the SBP and PCN methods can be used to identify potential problems which can affect the efficiency and effectiveness of a service process. We are using the elaborate process of the Hungarian Guardianship Office’s contact affair procedure as an example, to show preliminary results and to present how important the involvement of clients could be in the process with the right motivation, while also highlighting other inefficiencies of the process which are worth further research.