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Housing Support Centre’s Evaluation System for Advances in the Quality of its Service and Consistency in Service

Abstract

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.

 

Contents

01 Introduction

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

1_Research Summary

2_Policy Implications

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