| Abstract [eng] |
The object of the research: implementing the “Front office” principle into citizen service in municipalities. The aim of the research: conditions, opportunities and problems of applying the “Front office” principle while serving citizens. The task of the thesis of the Master‘s work: analysing the situation of implementation and opportunities o development of the “Front office” principle in municipalities, identify problems and present possible solutions. The following tasks were raised to implement the aims of the research: analyse the conception of e-government and the „Front office“ principle, identify the „Front office“ principle as one of the components to modernise the services of the Public Sector; analyse the legal instruments of the country which regulate the implementation of the „Front office“ principle; analyse the situation and existing problems of the „Front office“ principle in municipalities; identify the development possibilities of implementation of the „Front office“ principle. The primary methods of the research: analysis of documents, scientific literature, synthesis and generalization, as well as a poll of experts in the internet. At the beginning of the research, the hypothesis was raised, that after implementing the „Front office“ principle in municipalities, the quality and efficiency of executive services towards the approaching individuals would increase, as well as citizens‘ satisfaction with the work of the institutions of self-government. The research proved this hypothesis. |
