Abstract:

The customer experience resulting from their interaction with the organization during the performance of the public service influence show they perceive the value provided to them. Public organizations applying lean management principles should therefore focus not only on improving internal operations, but also strive to improve customer experience. The aim of the article is to create a basis for a better understanding of the issues of customer experience and to identify the possibilities of using lean management to improve them in public services. The first part of the article explains the concept of customer experience and customer journey in the context of public services. Then, the problem of improving public services with the use of lean management was discussed. The next part of the article presents the results of a critical literature review on the practical use of lean management in public institutions to improve customer experience. Research has shown that combining customer experience management with lean can contribute to better design and improvement of public services.