Enhancing public value of local public services through electronic interaction
The introduction of electronic public services in various spheres of interaction between citizens and government bodies. The concept of social value. An example of citizens submitting applications in electronic form for the improvement of a territory.
| Рубрика | Государство и право |
| Вид | статья |
| Язык | английский |
| Дата добавления | 04.08.2021 |
| Размер файла | 627,2 K |
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CONCLUSIONS AND RECOMMENDATIONS
Our analysis allows making several principal conclusions.
First, it is definitely worth teaching the elderly people how to work with the new
ICT, since, as our analysis revealed, these people see the potential in employing the new (electronic) format of interaction with district's administration. So, public administrations may be advised to expand provision of free computer classes (e. g., in local libraries) to help the elderly people to work with new forms of claim submission and popularize the electronic format of communication.
Second, for local administrations it is important to continue improving the convenience of the electronic claim submission process, since people would be more loyal to the user-friendly electronic way of interaction. This may also influence the responsiveness of the administration itself, thus, increasing trust in the administration's activity.
Third, the administrations have to take into account that, as of now, in Russia the potential wider openness and transparency of the claim submission process due to switching to the electronic format is not directly correlated with trust in administration's activity for the group of elderly people. On the one hand, this may be a reflection of the fact that this group of people is quite unpretentious and are happy even just to be heard about their problems, without further monitoring of the problem solving process itself. They are more interested in the possibility to effectively submit a claim itself, as well as in the speed of administration's reaction. But, on the other hand, this may also indicate that to develop trust from the part of the older people, thus, further enhancing the public value, the administration should not only simplify the claim submission process, but also regularly show some actual results of its activity.
Our study on the example of a specific service and a certain category of the population shed light on the potential results of introduction of the electronic interaction, viewed through the prism of the public value concept. The study demonstrated the mechanism of the impact of electronic communication on such sources of public value as service quality and trust. Further research should be focused more on studying the impact of the e-services development on such more complex and difficult-to-mea- sure components such as public policy outcomes.
Overall, the obtained results may be used by local authorities to improve and enhance communication with the local aged population. Taking account of the findings of this research may increase the public value of the public service of landscaping and public amenities.
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