| Abstract [eng] |
Reduction of Administrative Burden in Municipality by Application of Balanced Score Card 94 pages, 6 tables, 54 figures, 51 references. The Master thesis aims to create a model of solutions for reducing the administrative burden in the municipality, based on the perspectives of a balanced system of indicators. The research focuses on the assessment of the administrative burden of the services provided in the municipality from the 4 perspectives of the system of balanced indicators. The knowledge gap is the lack of research on how the system of balanced indicators is used to assess and reduce administrative burdens. Methods used in the work: analysis of the scientific literature, questionnaire survey, standard cost model, and conceptual method (to create a model). The SPSS software was used to evaluate the results of the study and the following statistical tools were used to calculate statistical characteristics: regression analysis, t-test analysis - to evaluate statistical relationships of variables, ANOVA - to evaluate respondents' opinions, Cronbach's alpha - to evaluate the reliability of Likert scales. Graphs and charts reflecting the data of the empirical study, created using Microsoft Office Excel. Literature review revealed that many researchers, depending on the case, use mixed conceptual approaches to assess administrative burdens and the quality of public services. Conceptual models depict causal relationships between factors that researchers believe are relevant in addressing administrative burden reduction issues. Quality management models and systems developed in the public sector, as well as in business, not only improve the quality of the services but also reduce the administrative burden in the perspective of internal processes. To achieve a modern management method in the organization as well as high-quality activities in the public sector and to keep pace with changes, the system of balanced indicators was developed by R. S. Kaplan and D. P. Norton remains relevant to this day. Interest in BSC, its measurement possibilities, analysis of their indicators, how they depend on and are related to the quality of service provided, the impact of the environment, competitive advantage, organizational structure, encourages researchers to look for new solutions to the problems. An empirical study was conducted in one of the 60 municipalities of Trakai (hereinafter - the municipality), during which the aim was to determine how the BSC can be used to assess and reduce the administrative burden in the municipality. To collect data on the quality of services provided and the administrative burden, questionnaires were provided to municipal employees and customers to find out the views of customers and employees. Based on the results of the literature analysis and empirical research, a decision model for reducing the administrative burden in the municipality was developed, based on the BSC data (Fig. 25, p. 53). An empirical study found that the administrative burden in a municipality can be measured by integrating its assessment into the BSC. |
