THE ROLE OF DIGITALIZATION IN INCREASING THE QUALITY OF PUBLIC SERVICES PROVIDED TO CITIZENS BY PUBLIC ADMINISTRATION INSTITUTIONS

Abstract

In the current context in which there is a growing diversity of public services offered to citizens through numerous public administration institutions, the issue of the quality of these services is increasingly being raised, so that they ensure the highest possible level of user satisfaction. Therefore, in the paper I tried to identify, through a quantity research, using as a tool the questionnaire, the main problems faced by citizens in situations where it is imperative to use various public services and not only, because certain categories of public services are vital to all citizens of a community. Based on the research data I identified as absolutely necessary the introduction of digitalisation, where it does not yet exist, but also the continued increase in the performance of existing digital platforms, to prevent or eliminate as much as possible the main problems that are negative aspects of the quality of public services from the citizen’sperspective.

Keywords

• public services
• citizens
• digitalization
• quality
• public administration institutions