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Cited by 16E-Government and Public ServicesSmart Cities and TechnologiesLocal Governance and Planning

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

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Mańka-Szulik, Małgorzata, Krawczyk, Dariusz·2022·Management Systems in Production Engineering
DOI 10.2478/mspe-2022-0024
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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.

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Fig. 1 Number of cases (in thousands) related to public services handled in Poland by the ePUAP system before the COVID-19 pandemic Source: Based on data from the Supreme Audit Office.
Fig. 1 Number of cases (in thousands) related to public services handled in Poland by the ePUAP system before the COVID-19 pandemic Source: Based on data from the Supreme Audit Office.CC-BY · From the PDF

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Metadata

Authors
Mańka-Szulik, M., & Krawczyk, D.
Affiliations
Silesian University of Technology (PL)
ORCID
Venue
Management Systems in Production Engineering
Publisher
Walter de Gruyter GmbH
Published
2022-05-19
Volume
30
Issue
2
Pages
192-199
ISSN
  • 2299-0461 (ISSN-L)
  • 2450-5781
DOI
10.2478/mspe-2022-0024
OpenAlex
W4280582721
Cited by
16
References
0
Citations by year
2026: 2 · 2025: 2 · 2024: 4 · 2023: 2 · 2022: 6
FWCI
7.47
Type
journal article
Language
en
Open access
Licence
Locations
  • Management Systems in Production Engineering (publishedVersion, cc-by)
  • DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
Topics
  • Social Sciences › Political Science and International Relations › E-Government and Public Services
  • Social Sciences › Urban Studies › Smart Cities and Technologies
  • Social Sciences › Geography, Planning and Development › Local Governance and Planning
Keywords
public services, local government, smart cities, digital public services, remote customer service, resident expectations, bureaucracy, COVID-19 pandemic, Zabrze, social media, local government communication

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Mańka-Szulik, M., & Krawczyk, D. (2022). Optimizing the Provision of Public Services By Local Administration as a Component of the Smart City Concept on the Example of Zabrze. Management Systems in Production Engineering. https://doi.org/10.2478/mspe-2022-0024