|
Original research
EVALUATING THE PERFORMANCE OF PUBLIC INSTITUTIONS IN PROVIDING RAISING AND COLLECTING PROCESS OF SOLID WASTE SERVICESPages 101-112
Zaman Abdalameer,
Abstract
Institutions in general, and service institutions in particular, are interested in excellence in their field of work. Service institutions, whether in the public or private sector, continuously strive to raise the level of service performance by providing high-quality services and constantly working to improve operations in order to Earned the trust of beneficiaries, who are the permanent customers of these institutions. In public sector service institutions that have no competitors because their services are free of charge, the satisfaction of the service user (customer) is the primary goal. This is achieved by focusing on providing the user with excellent services that meet their expectations and desires. Therefore, these institutions are constantly seeking to identify the desires and aspirations of current and future customers, as well as to identify their needs and expectations towards the institution, especially given the revolution in information and communication technology (websites, social media sites, etc.). and other websites and communications) have enabled customers to view services offered around the world and compare them with those offered by service providers in the city where they live. It has become imperative for it to keep pace with global developments in the field of services, pay attention to service quality, and continuously evaluate its performance in order to provide distinguished service. The process of evaluating institutional performance in service provision, including solid waste collection and disposal, suffers from gaps and weaknesses in most service institutions. These gaps are evident in implementation processes and between actual and planned performance within the institution, according to the standards and performance indicators set by each institution in line with its objectives and vision. In addition, these institutions lack accurate data and experience in the process of evaluating service performance. The lack of experts and specialists in this field and the weak use of service indicators and standards that would raise the level of service provided if they were implemented correctly and used as a reference for the institution to improve and raise the level of its service performance.
Keywords: Service institutions, Service quality, Beneficiary or customer satisfaction, Institutional performance evaluation, Solid waste collection and disposal service.
|
Maha Jawad, 
PDF 