20.500.12556/DKUM-69430 The management of complaints in Slovene public administration Upravljanje pritožb v slovenski javni upravi The Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services. Slovenska javna uprava je del širšega družbenega sistema. Zato mora delovati odzivno in celo proaktivno. Instrument pritož- be v upravnem postopku in širše v okviru celotnega upravnega poslovanja je javni upravi pri sledenju družbenim spremembam v pomoč in bi ga tako morala jemati kot obliko konstruktivne kritike. Javna uprava se mora na podlagi pritožb uporabnikov njenih storitev oz. strank v upravnih postopkih učiti in kot učeča organizacija nauke vgraditi v bodočo prakso. V prispevku izhajamo iz tistih problemov pritožbe v ožjem smislu kot nezadovoljstva stranke, ki se nanašajo na delovanje javne uprave oz. izhajajo iz dejstva, da je ena izmed značilnosti upravnega postopka oz. druge storitve prav neposreden stik med stranko in izvajalcem storitve. S tovrstnim pristopom bo javna uprava razvila del celovitega sistema kakovosti oz. odličnosti, ki poudarja pomen zadovoljstva (vseh) uporabnikov javnih storitev. public administration administrative procedure administrative management complaint Slovenia customers javna uprava upravni postopek upravno poslovanje pritožba Slovenija stranke true true true Angleški jezik Slovenski jezik Znanstveno delo 2018-01-22 14:16:18 2018-01-22 14:17:13 2022-08-01 17:27:22 2019-07-11 17:31:59 2008 0 0 str. 22-30 št. 1 Letn. 41 jan.-feb. 2008 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1318-5454 35(479.4) 610909 2867886 10.2478/v10051-008-0003-9 1318-5454 URN:SI:UM:DK:NDMYSPG9 Organizacija_2008_Stare,_Gruden,_Kovac_The_Management_of_Complaints_in_Slovene_Public_Administration.pdf Organizacija_2008_Stare,_Gruden,_Kovac_The_Management_of_Complaints_in_Slovene_Public_Administration.pdf 1 2CCC631F369095A1F8A1863A90C2E229 987f72cca7d52615ca4333f72a779333245f8be5cdc793630c83b91f4833fc74 9cabc22e-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/a344fb79-dc47-4f4f-ab13-482b1ded4f2a https://dk.um.si/Dokument.php?lang=slv&id=121451 http://www.degruyter.com/view/j/orga.2008.41.issue-1/v10051-008-0003-9/v10051-008-0003-9.xml 1 https://dk.um.si/Dokument.php?lang=slv&id=121450 Fakulteta za organizacijske vede Organizacija 0 0 0