| Abstract [eng] |
88 pages, 28 tables, 9 figures, 62 references. The purpose of the master's thesis is to determine the possibilities of improving the work of Lithuanian municipalities by organizing the provision of administrative services on a one-stop-shop basis after analysing the latest literature on the implementation of the one-stop-shop principle. Following research methods were used in the work: scientific analysis of the literature (analysis of scientific sources), and analysis of information sources (statistical, governmental, analytical reviews). These methods were used throughout the master’s thesis writing process, including the empirical research phase. The method of quantitative research was used for the empirical research. The quantitative research strategy was implemented through an online survey on the website https://apklausa.lt/. Microsoft Excel and SPSS software package (version 26) were used to process the obtained research data. Statistical tools used: calculation of means, Cronbach's alpha coefficient – for assessing the reliability of the questionnaires, Pearson's Chi-square criterion - to evaluate statistical relationships of variables, analysis of positive factors with Varimax spin, determination of data suitability for factorial analysis - Bartlett's sphericity criterion and Kaiser-Meyer-Olkin measure. The analysis of literature sources revealed the main shortcomings in order to achieve a high quality of service to the population: insufficiently regulated relations between public administration institutions, lack of access to integrated databases, low competence of clerks providing public services. After an empirical study in municipalities, 3 problems were identified: the transfer of the provision of public services to the virtual space, the improvement of inter-institutional cooperation, and the arrangement of suitable premises. As one of the main measures to improve the quality of public services, municipalities noted the need to increase the public computer literacy. |
