Αξιολόγηση της αποδοτικότητας των Κέντρων Εξυπηρέτησης Πολιτών (ΚΕΠ), με τη μέθοδο της Περιβάλλουσας Ανάλυσης Δεδομένων
Παππάς, Δημήτριος Ε.
SubjectΠεριβάλλουσα Ανάλυση Δεδομένων ; Δημόσια διοίκηση -- Πληροφορική ; Εξυπηρέτηση πελατών -- Έλεγχος ποιότητας ; Απόδοση -- Μέτρηση
The measurement of efficiency of systems of production in general, constitutes diachronically an important problem to resolution. The significance of efficiency is related with the faculty of one unit to convert, with generally speaking unknown mechanism of production, the surges that it consumes, in produced flows. The traditional econometric methods that are used for the measurement of efficiency focus in the manufacture of function of production, that they consider that it conditions the transformation of surges in flows in a system of production. Nevertheless, there problems that are related with the guarantee of quality of products, or services that are provided by Organisms of Common Utility and Public Sector, while at the same time they focus in the saving of resources that they use. For such type problems the utilization of traditional econometric methods, is not advisable. Data Envelopment Analysis, is a method of measurement of efficiency, linear, which calculates the limit of efficiency of total of units of production, separating them in efficient or not, and it does not require the adoption of any function, that would be considered that it conditions the transformation of surges in flows, that in deed can be multiple. The particular method it lies in the fact that it calculates the efficiency of each decision making unit (DMU), judging this under the more favorable conditions, while important is the extension of method in problems in which the precise prices data are not known either from the nature of the problem or from objective difficulties and faults at the process of measurement.