The Korea Local Administration Review

This study focuses on analyzing to what extent ‘120 Dasan Call Center’ hasachieved its objectives. This research created criteria to evaluate theachievements of the Call Center and analyzed them from the viewpoint ofcitizens and employees. The performance of the Call Center was analyzed byusing the Program Login Model. The result of this research shows that thedegree of satisfaction in terms of both citizens and employees has beenimproved since the Call Center was created.
□ Keywords: Call Center, Program Logic Model, Performance Evaluation,Complaints Services