A STUDY ON CITIZEN SATISFACTION SURVEY FROM THE PERSPECTIVE OF INFORMATION MANAGEMENT IN QUALTIY AWARD ASSESSMENT FRAMEWORK

Abstract

Many local governments conduct public service satisfaction survey for improving their policy making. However, the survey gives insufficient effect to a policy making on a policy making cycle, actually. In this study, we focus on the Information Management Category of the Japan Quality Award Assessment Framework to build an evaluation model which can make an assessment for a policy cycle between satisfaction survey and a policy making. Thus we evaluated a case of the survey and policy making cycle of a city government. Consequently we revealed more policy issues. Moreover, we pointed out some faults in policy making cycle by our proposed methodology which focused on citizen’s dissatisfaction.