Zhodnocení kvality vybraných správních služeb Magistrátu statutárního města Ostrava

Abstract

The bachelor thesis "Evaluation the quality of selected administrative services in the City of Ostrava Hall " described the issue of administrative services related the identity cards and passports managed by “obce s rozšířenou působností”. Thesis calculated counts of administrative operations and also evaluated related client satisfaction survey. The aim of the bachelor thesis “Evaluate the client satisfaction in ID card and passport agenda and showing the progress in counts of selected administrative operations for the time period since 2016 to 2021”and was structured into six chapters. In the theoretical part, emphasis was placed on administrative services at the level of ID card and passports. In the practical part, emphasis was placed on the evaluation of selected quality parameters for the time period since 2016 to 2021. The results of the evaluation showed that the City of Ostrava Hall provides its services with quality and this also follows from the conducted satisfaction questionnaire survey. In terms of the performance of administrative operations, ID cards received count value and lost count value was the highest in 2016 and also the highest ID card issued count value was recorded in 2018. Focusing on passports the amount of received request and also amount of issued passports was the highest in 2017 and the highest lost count value appeared in 2019. From these years it can be concluded that the average number of received passports was around 18 thousand pieces. However, the average number of issued passports was one thousand pieces lower than for received passports requests. However, the smallest average number was recorded for passport losses.