Measurement and evaluation of the public administration performance through delivery of electronic services

Mirlinda Batalli

Abstract:
The purpose of this paper concerns the relation between delivery of electronic services (e-services) and evaluation of public administration performance. Public sector organizations should pay attention and determine the strategies to be followed in order to increase the satisfaction of citizens and businesses in relation to delivery of electronic services. The study aims to review the demands toward progress to the competitiveness, the sustainability, efficiency and effectives in public administration that have rapidly enforced the wide reforms in the public sector, in order to modernize the initiatives to offer better electronic services for the citizens. The article aims to present that the transformation process toward providing electronic services to the citizens should be assessed continuously, in light with challenges, demands and process of globalization, in order to strengthen the capacities of public administration and make it more efficient. In this regard, the regular evaluation and measurement of the public administration performance leads toward the promotion of enhanced public services and higher level of accountability. Through receiving the e-services, citizens can save their time, can reduce the expenses and create an easier access of communication with all levels of the government.

Keywords:
e-services; measurement; evaluation; performance; efficiency

Full text available in PDF: Academicus-MMXV-12-169-179.pdf

Digital Object Identifier (DOI): http://dx.medra.org/10.7336/academicus.2015.12.11

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