THE ROLE OF DIGITALISATION IN THE PROCESS OF IMPROVING THE QUALITY OF URBAN PUBLIC SERVICES

There is a large body of research showcasing the enormous potential of digitalization in adressing several challanges public sector faces, such as bureacracy, transparency, efficiency, a better interaction with citizens, providing successfull examples and best practices. However, empirical research...

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Bibliographic Details
Published inTheoretical and Empirical Researches in Urban Management Vol. 17; no. 4; pp. 22 - 35
Main Authors Mina-Raiu, Laura, Melenciuc, Mihaela
Format Journal Article
LanguageEnglish
Published Bucharest Academy of Economic Studies - Research Center in Public Administration and Public Services 01.11.2022
Academia de Studii Economice - Centrul de Cercetare in Administratie si Servicii Publice (CCASP)
Research Center in Public Administration and Public Services
Academia de Studii Economice Bucuresti
Research Centre in Public Administration & Public Services
Subjects
Analysis
Best practice
Communication
Digitization
Geography, Regional studies
Inquiry method
Internet
Local government
Metropolitan areas
Organizational change
Pandemics
Public administration
Public officials
Public sector
Public services
Questionnaires
Regional Geography
Romania
Social science research
Social service
Society
Technology
Total quality management
User experience
Romania
Bucharest Romania
Digitalization
Quality improvement
Public services
Perceived level of qulity
Citizens satisfaction
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Summary:There is a large body of research showcasing the enormous potential of digitalization in adressing several challanges public sector faces, such as bureacracy, transparency, efficiency, a better interaction with citizens, providing successfull examples and best practices. However, empirical research focusing on the user experience is not so well represented in the literature, despite the fact that one the key goals of e-services is to fit the needs and expectations of the citizens. In this paper we focus on digitalisation from the perspective of the beneficiaries, who from a total quality management approach should be the first to inform digitalization initiatives, but who in most cases are just passive receivers of the digitalization outcomes. We place our attention on urban mobility services offered by Sector 4 Bucharest Municipality because both before and during the pandemic they proved to be highly digital. Our findings reveal both the usersʼ, as well as the public services providersʼ perspective, suggesting that although the perceived levels of digitalization and satisfaction with e-services are quite high, there is plenty of room for improving the quality of e-services by involving both citizens and employees in the design process and by boosting their level of digital skills.
ISSN:2065-3913
2065-3921