diplomsko delo
Špela Jankovič (Author), Mitja Dečman (Mentor)

Abstract

Razvoj digitalne tehnologije vse bolj spreminja način interakcije javnega sektorja z državljani, s čimer se vloga javne uprave spreminja iz klasično birokratske v areno za soustvarjanje, kjer se javne storitve z vključevanjem deležnikov ustrezno preoblikujejo prek razvijanja in vpeljevanja digitalnih tehnologij, da bi se povečala kakovost storitev in s tem zadovoljstvo končnih uporabnikov. Cilj diplomskega dela je na podlagi literature in zadnjih znanstvenih dognanj predstaviti pojem soustvarjanja ter izpostaviti vlogo in pomen soustvarjanja v javni upravi, kot tudi korake soustvarjanja, ki so potrebni pri razvoju nove e-storitve javne uprave. Prek analize študije primera smo te prikazali na praktičnem primeru in jih ovrednotili. Na koncu smo pripravili kratek priročnik za soustvarjanje v javni upravi, ki bo služil organizacijam za podobne aktivnosti v njihovih poslovnih okoljih. V diplomskem delu s pomočjo deskriptivne metode in študije obstoječe literature s področja soustvarjanja definiramo soustvarjanje, ga umestimo v koncept digitalne javne uprave ter opredelimo najuspešnejši način izvajanja procesa soustvarjanja na področju razvoja e-storitev v javni upravi. Posamezne korake soustvarjanja prek študije primera pilotno izvedemo in analiziramo. S pomočjo kvalitativne metode anketnega vprašalnika določimo ključne dejavnike uporabe spletnih storitev med končnimi uporabniki, tj. študenti, kjer je, kot kažejo rezultati, na prvem mestu ključna enostavnost iskanja informacij o postopku oddaje vlog. To morda nakazuje zapletenost ali razpršenost ponujenih informacij, potrebnih za oddajo administrativnih vlog, in odpira morebitne nadaljnje priložnosti za raziskave v smeri zadovoljstva končnih uporabnikov.

Keywords

soustvarjanje;soprodukcija;javna uprava;digitalna uprava;e-storitve;deležniki;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UL FU - Faculty of Administration
Publisher: [Š. Jankovič]
UDC: 35:004(043.2)
COBISS: 114879491 Link will open in a new window
Views: 175
Downloads: 79
Average score: 0 (0 votes)
Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: English
Secondary title: Development of e-services of public administration according to the concept of co-creation: study of a pilot project
Secondary abstract: The development of digital technology is increasingly changing the way the public sector interacts with citizens, thus changing the role of public administration from a classic bureaucratic to an arena for co-creation, where public services, with stakeholder involvement, are transformed through the development and introduction of digital technologies to increase the quality of services and thus the satisfaction of end users. The aim of the thesis was to present the concept of co-creation based on the literature and the latest scientific findings, highlight the role and importance of co-creation in public administration, as well as steps of co-creation needed in the development of a new eservice in public administration. Through the analysis of the case study, we have presented the steps on a practical example and evaluated them. As a result, we have prepared a short handbook for co-creating in public administration, which will help organizations in similar activities in their business environments. In the thesis we used the descriptive method and analysis of existing literature in the field of co-creation, to define co-creation, place it in the concept of digital public administration, identify key drivers and obstacles of co-creation and define the most successful way of implementing co-creation in the development of e-service in public administration. Individual steps of co-creation were performed and analysed through a case study, at the end a manual for co-creation was created as an aid for implementation of the co-creation process. Using the qualitative method of the questionnaire, we determined the key factors for the use of online services among end users, i.e., students, where, as the results show, the ease of finding information about the application process is paramount. This may indicate that the provided information regarding the submission of an application is complexed or dispersed, which could open opportunities for further research towards enduser satisfaction.
Secondary keywords: co-creation;co-production;public administration;digital government;eservices;stakeholders;
Type (COBISS): Bachelor thesis/paper
Study programme: 1000529
Embargo end date (OpenAIRE): 1970-01-01
Thesis comment: Univ. v Ljubljani, Fak. za upravo
Pages: X, 84 str.
ID: 15857881