Housing Support Centre’s Evaluation System for Advances in the Quality of its Service and Consistency in ServiceSubmitted by siadmin on Fri, 05/12/2017 - 15:39
Since 2012, the Seoul Metropolitan Government has allocated budget to 10 Housing Support Centres. The centres have been assessing the housing issues for low-income households and offering rental subsidy to those in need. Now that the Central Government and Seoul Housing & Communities Corporation (SH Corporation) are participating in Housing Support Centre’s management, they expect to further fuel the growth of the centre’s role and activities. In order to achieve this advancement, all the Housing Support Centres should improve their consulting skills and the quality of their service; therefore, this paper describes the Housing Support Centre’s evaluation system.
The evaluation system presents the evaluation categories, rating scales, processes, and how to use the assessment results. First, the evaluation category is divided into 34 factors based on its inputs, activities, outputs, and outcomes. Each factor is evaluated by using a 4-point rating scale, such as poor, fair, average, and good. With use of these evaluation factors and rating scale, each centre first conducts an evaluation by itself. After this step, professional evaluators review the outcomes and scrutinise the documents which can confirm the self-evaluation. Finally, the evaluation team pinpoints each centre’s problems and offers the centres an opportunity to assess the issues.
Using the above processes, we tried to evaluate the 10 current Housing Support Centres in Seoul and we found that the results varied among centres. For this reason, the evaluation team should play an important role in proposing how each centre can maintain consistency in service quality.
Lastly, this paper recommends 7 necessary factors to continue the application of the evaluation system: continuous improvements of the evaluation system, housing support centre’s activity guidelines, professional electronic data system, building a website, increasing the number of centres, hiring more staff, and cooperative public-private partnership. All of these factors will help the housing support centres to perform better management in the future.
1_Background and Purpose
2_Main Contents and Research Methods
02 Housing Support Centre’s Foundation and Activities
1_The Centre’s Establishment and Related Acts
2_Activities and Outcomes
03 Evaluation Trends of Social Welfare Centres
1_Evaluation Systems of Social Welfare Centres
2_Recent Evaluation Trends
3_Implications for Housing Support Centres
04 Housing Support Centre’s Evaluation System
1_Benefits of the Evaluation System
2_Propositions of the Evaluation System
3_Detailed Evaluation System
4_Implementation of the Evaluation System
05 The Way Forward