Doskonalenie usług administracyjnych

On the basis of his own survey, carried out in 14 offices of governmental agencies, the author draws conclusions on the quality of public services offered. He goes on to present the available social and organisation options of upgrading the level of administrative services. Those he considers to include the need to introduce competition elements, a fully process-based approach, limitation of the discretionary aspects of administrative services, standards of customer relations and new social roles.