Standardy prostego języka i jego wpływ na jakość obsługi klienta KRUS Standards of plain language and its impact on the quality of customer service of the Agricultural Social Insurance Fund (KRUS)

Abstract

The quality of service in government offices has long been a subject of research and discussion. Public administration units are introducing many changes in their operation to ensure better and faster service delivery. The good image of an office is created primarily by the competence of its employees. It is worth noting that the provision of services by government officials is not an easy task. A very important aspect of working in any office is the communication process. The use of plain language principles facilitates communication between officials and customers. This is the way recommended by experts and advocates of the idea of simplifying public communication. The purpose of this article is to show how the use of plain language in the office affects the quality of customer service. To achieve the assumed objective, a survey among KRUS customers was conducted using a face-to-face survey method. The article introduces the customer in public administration and definitions of terms such as administration, customer, service and quality. The process of communication using plain language principles was also presented. Before the article was written, a review of the available literature on public administration and plain language standards had been conducted. References were made to the works of Marek Bugdol, Tomasz Piekot, the article “Customer at the heart of administration”, and the Integrated Management System of the Agricultural Social Insurance Fund, among others.