INTEGRATION OF QUALITY INTO THE PUBLIC SERVICES MANAGEMENT SYSTEM
DOI:
https://doi.org/10.64051/jhn.v1i1.28Keywords:
e-government, public administration, quality management, service management, user satisfactionAbstract
This paper addresses the enhancement of public administration quality in the Republic of Serbia, with a particular focus on the implementation of quality management systems within the framework of e-government. The introduction outlines the issue of citizen dissatisfaction with public administration services and emphasizes the importance of achieving more efficient and transparent operations within public institutions. The paper highlights the necessity of adopting modern quality management principles in the public sector, aiming to improve user satisfaction and service efficiency. Within the theoretical framework, key aspects of quality management and its application in public administration are examined, while the empirical section analyzes the state of e-government implementation across local self-government units in Serbia. The research is based on data from the report of Development Consulting Group (DCG d.o.o.) concerning the implementation of e-government in 60 local self-government units, supported by the Swiss PRO program. The primary objective of the research is to determine the correlation between the quality of e-services and user satisfaction, as well as the existence of quality assurance mechanisms in public service delivery. The research findings may contribute to the advancement of public administration through the application of modern management principles and technologies, ultimately enhancing the quality of services provided in the public sector.
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