Optimizing the Provision of Public Services By Local Administration as a Component of the Smart City Concept on the Example of Zabrze

Surveys performed among the residents of Zabrze indicate that in 2021 the majority of respondents (67%), wishing to use public services provided by the local government, still preferred to visit the office in person. Residents noticed negative aspects of direct service, such as queues of people wait...
Ausführliche Beschreibung

Gespeichert in:

Autor*in:	Mańka-Szulik Małgorzata [verfasserIn] Krawczyk Dariusz [verfasserIn]

Format:	E-Artikel
Sprache:	Englisch ; Polnisch ; Russisch

Erschienen:	2022

Schlagwörter:	smart city city management local government public services remote communication

Übergeordnetes Werk:	In: Management Systems in Production Engineering - Sciendo, 2016, 30(2022), 2, Seite 192-199
Übergeordnetes Werk:	volume:30 ; year:2022 ; number:2 ; pages:192-199

Links:	Link aufrufen Link aufrufen Link aufrufen Journal toc

DOI / URN:	10.2478/mspe-2022-0024

Katalog-ID:	DOAJ029054974

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topic_title	TS155-194 Optimizing the Provision of Public Services By Local Administration as a Component of the Smart City Concept on the Example of Zabrze smart city city management local government public services remote communication
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title_sort	optimizing the provision of public services by local administration as a component of the smart city concept on the example of zabrze
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title_auth	Optimizing the Provision of Public Services By Local Administration as a Component of the Smart City Concept on the Example of Zabrze
abstract	Surveys performed among the residents of Zabrze indicate that in 2021 the majority of respondents (67%), wishing to use public services provided by the local government, still preferred to visit the office in person. Residents noticed negative aspects of direct service, such as queues of people waiting for the case to be completed (26%), excessive bureaucracy (24%) or lack of parking spaces (18%). However, they counted on help in completing the necessary formalities by officials who should be: professional (20%), communicative (18%) and kind (17%). The use of the digital platform (ePUAP) dedicated to customer service was reported by 32% of respondents. At the same time, as much as 40% of the respondents, in order to save time and to simplify procedures, declared their will to use innovative methods of remote contact with public administration (e.g. via social media). The COVID-19 pandemic showed that it was possible to increase (even by 250%) the number of cases handled remotely, which with over 90% of households in Poland with access to a computer network creates opportunities for integrated development as part of the Smart City idea. The aim of the paper was to identify the residents’ expectations related to the provision of public services by local administration. Precise determination of the ways of perception of both direct and remote customer service has not only an application value. It also allows for further research study on the management of local government, including the organization of management control, as well as social communication of local governments.
abstractGer	Surveys performed among the residents of Zabrze indicate that in 2021 the majority of respondents (67%), wishing to use public services provided by the local government, still preferred to visit the office in person. Residents noticed negative aspects of direct service, such as queues of people waiting for the case to be completed (26%), excessive bureaucracy (24%) or lack of parking spaces (18%). However, they counted on help in completing the necessary formalities by officials who should be: professional (20%), communicative (18%) and kind (17%). The use of the digital platform (ePUAP) dedicated to customer service was reported by 32% of respondents. At the same time, as much as 40% of the respondents, in order to save time and to simplify procedures, declared their will to use innovative methods of remote contact with public administration (e.g. via social media). The COVID-19 pandemic showed that it was possible to increase (even by 250%) the number of cases handled remotely, which with over 90% of households in Poland with access to a computer network creates opportunities for integrated development as part of the Smart City idea. The aim of the paper was to identify the residents’ expectations related to the provision of public services by local administration. Precise determination of the ways of perception of both direct and remote customer service has not only an application value. It also allows for further research study on the management of local government, including the organization of management control, as well as social communication of local governments.
abstract_unstemmed	Surveys performed among the residents of Zabrze indicate that in 2021 the majority of respondents (67%), wishing to use public services provided by the local government, still preferred to visit the office in person. Residents noticed negative aspects of direct service, such as queues of people waiting for the case to be completed (26%), excessive bureaucracy (24%) or lack of parking spaces (18%). However, they counted on help in completing the necessary formalities by officials who should be: professional (20%), communicative (18%) and kind (17%). The use of the digital platform (ePUAP) dedicated to customer service was reported by 32% of respondents. At the same time, as much as 40% of the respondents, in order to save time and to simplify procedures, declared their will to use innovative methods of remote contact with public administration (e.g. via social media). The COVID-19 pandemic showed that it was possible to increase (even by 250%) the number of cases handled remotely, which with over 90% of households in Poland with access to a computer network creates opportunities for integrated development as part of the Smart City idea. The aim of the paper was to identify the residents’ expectations related to the provision of public services by local administration. Precise determination of the ways of perception of both direct and remote customer service has not only an application value. It also allows for further research study on the management of local government, including the organization of management control, as well as social communication of local governments.
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title_short	Optimizing the Provision of Public Services By Local Administration as a Component of the Smart City Concept on the Example of Zabrze
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