Master Thesis. ,,The effect of e-administration in accelerating administrative procedures - Case: Municipality of Shtime

Transcription

1 FACULTY OF PUBLIC ADMINISTRATION Master Thesis,,The effect of e-administration in accelerating administrative procedures - Case: Municipality of Shtime Mentor: Prof.ass.dr. Sadik HAXHIU Candidate: Lulzim SAHITI Prishtinë, 2016

2 CONTENT Acknowledgements Abstract LIST of figures LIST of charts Error! LIST of TABles Error! LIST of Abbreviations Error! INTRODUCTION Error! 1. The aim of the research Error! 2. Subject and importance of the research Error! 3. Objectives Error! 4. Basic research questions Error! 5. The study hypothesis Error! 6. SCIENTIFIC RESEARCH METHODOLOGY Error! Bookmark not 7. Description of the research methodology Error! 8. Definition and description of the research variables Error! Bookmark not 9. Description of the survey and interviews conducted Error! Bookmark not 10. Limitations of the study Error! CHAPTER I Error! 1. e-administration - DEFINITION, DEVELOPMENT AND INCREASING TRANSPARENCY TOWARDS THE CITIZENS IN The MUNICIPALITY OF SHTIME 1.1 Concepts and theories of e-administration Error! 1.2 Development of e-administration and practices of developed countries Error! 1.3 E-administration and the increasing of transparency towards citizens in municipal administrationerror! 1.4 Organization and Information Technology infrastructure Error! 1.5 Work organization and functioning of the Citizen Service Centre in the Municipality of Shtime Error! 1.6 Administrative services offered by CSC Error! 1.7 E-administration and access to public documents Error! Bookmark not 1.8 Platform of software system and electronic data processing Error! 1.9 Online services and their efficiency in municipal administration Error! 1.10 Human resources and their role in the application of e-administration Error! CHAPTER II Error!

3 2. E - ADMINISTRATION AND ITS EFFECTS IN ACCELERATING ADMINISTRATIVE PROCEDURES - CASE MUNICIPALITY SHTIME Error! 2.1 Existing and non-existent online services in the municipality of Shtime Error! 2.2 Management Information Software for Education (MISE) and the digitization of school administration project "e-school" Error! 2.3 Cadastral information via the Internet Error! 2.4 Shtime s municipal administration with "One Stop Shop" for businesses registration Error! 2.5 Electronic invoicing for Property Tax Error! 2.6 E-procurement platforms and increased transparency Error! Bookmark not 2.7 Control system of eletronic access Error! 2.8 Management Information System of Public Finance Error! Bookmark not 2.9 Information System of Social Assistance Scheme Error! Bookmark not 2.10 Geographic and demographic statistics of the Municipality of Shtime Error! 2.11 Secondary statistics for online services application in the Municipality of Shtime Error! 2.12 Presentation of research results Error! 2.13 Negative aspects of e-administration by citizens, observations, comments and suggestions Error! 2.14 Results from interviews with officials and the director of the General Administration Error! 2.15 Confirmation of hypotheses Error! 2.16 The next study Error! CONCLUSIONS AND RECOMMENDATIONS... Conclusions Recommendations Literature and Bibliography Error!

4 ABSTRACT Governments around the world are faced with different challenges for the transformation and modernization of public administration through e-governance ranging from the central to local levels. With the development of information technology the process of administrative services quality enhancement is advanced, providing quality service, transparent and overall to citizens, businesses and within the administration. In this paper will be discussed the importance of information technology to increase the efficiency of the Shtime municipal's administration in internal communication and providing services to citizens, increasingly using electronic platforms that are used by sectors and the respective departments of the Municipality of Shtime. In this scientific work it will also be treated about the more advanced methods of management of the administration, where all administrative services are concentrated in an office as Center of Citizen Service or One Stop Shop and digitalization of administrative services in education, cadastre, geodesy, finance sector, property tax and others. In this study the work was concetrated on the role of information technology in removing red tape, simplifying procedures, increasing transparency and the opportunity for the citizen to be active participant and decision maker.

5 Key words: e-administration, local government, online services, municipality of Shtime, eletronic government

6 CONCLUSIONS AND RECOMMENDATIONS 1. Conclusion According to the results obtained from this research, application of electronic administration is considered satisfactory and effective in accelerating the procedures in relation to citizens and its institutions within the Municipality of Shtime. This confirms the hypothesis set for this study. In order to increase the capacity of the municipal administration of Shtime, through this research, we have concluded that we should contribute to the modernization of public services, by simplifying the integrated procedures and unified provision of services in a single center as Citizen Service Center, through which can be done: Reducing the time and expense of citizens in making administrative services, making services in a single window, improving the quality of services using new innovative solutions and increase the confidence and satisfaction of citizens by the way of services' provision by the municipal administration of Shtime. 2. Recommendation To draft promotional materials for the electronic services offered by the Municipality of Shtime; To organize campaigns for citizens to promote the use of electronic services; To create centers of computers for public use in the space within the municipality or other public spaces where citizens can use the Internet for utilities; To organize training courses in order to inform citizens about how the use of information technology, specifically electronic services; To provide a single location of contact with citizens in the municipality, where they can articulate all their requirements including property tax, cadastral services, business registration etc.; To increase space with the purpose of increasing the services in a single center; To recruit any civil administrative for administrative legal help by announcing their citizens on the progress of their request within the legal time limit etc. To improve existing applications and develop new digital platforms;

7 To establish sophisticated network device online for issuing of civil documents through "e-kiosk" to supply citizens with: Birth Extract, Birth Certificate, Marriage Certificate, Citizenship Certificate and Certificate of Residence; The data to be recorded only once as possible that they then can be reused by other systems; To sensitize all citizens of the municipality of Shtime for entering their personal data in the electronic system, with the aim of using electronic services, which also ranks in counters will be reduced; Electronic services to be interoperable with each other, which means they can be understood, to cooperate with the platform and other systems present and those to be developed in the future, without any obstacle to access or implementation; Civil servants to constantly train in order to increase their capacity in the use of equipment and digital platforms; To create an electronic management system for information on primary health sector, in order to have an electronic record of health data, respectively electronic health cards out to all citizens; To have WI-FI (Wireless Fidelity) free around the town of Shtime to facilitate the use of electronic services, To install intranet for internal communication at the Center for Social Work, To enable access to the Directorate of Health and Social Welfare in Information System of Social Assistance Scheme and increase the capacity of electronic services of this system.