<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</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.

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

City Hall in Zabrze, Silesian University of Technology

Management Systems in Production Engineering

This work is licensed under the Creative Commons Attribution 4.0 International License.

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...

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

Published Online: May 19, 2022

Page range: 192 - 199

Received: Jan 01, 2022

Accepted: Apr 01, 2022

DOI: https://doi.org/10.2478/mspe-2022-0024

Keywords
Smart City, city management, local government, public services, remote communication

© 2022 Małgorzata Mańka-Szulik et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

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

Published Online: May 19, 2022

Page range: 192 - 199

Received: Jan 01, 2022

Accepted: Apr 01, 2022

DOI: https://doi.org/10.2478/mspe-2022-0024

KeywordsSmart City, city management, local government, public services, remote communication

© 2022 Małgorzata Mańka-Szulik et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
Smart City, city management, local government, public services, remote communication