| Abstract [eng] |
82 pages, 21 tables, 8 figures, 50 references. The main objective of this Master’s thesis is to evaluate the application of IT management models in the public sector as well as their links to the improvement of the quality of public services, and, based on the results of theoretical analysis and original research, to develop an IT management model adapted to public sector organizations. The thesis consists of three main parts: literature review, original research and its results, and conclusions with recommendations. The literature review examines the key challenges of IT management in the Lithuanian public sector, the concept and significance of IT management models, the core principles of IT management, and their links to the quality of public services. It also analyses the theoretical aspects related to the quality of public services, the challenges of improving the service quality, and the role of information technologies in public service delivery. In addition, internationally applied IT management models (COBIT, ITIL, ISO standards) and their adaptation possibilities for the public sector are reviewed. The original research of the thesis employs a mixed methodology, combining quantitative and qualitative study. The quantitative study was conducted by means of a questionnaire survey of 82 public sector employees, aiming to assess IT management maturity, IT decision-making effectiveness, and quality of public services. Data analysis was performed using Spearman correlation and regression analysis methods, while the SERVQUAL methodology was applied to evaluate the quality of public services. The qualitative study involved four semi-structured interviews with IT managers from public sector organizations. These interviews allowed for a deeper exploration of the findings of the quantitative study and provided insights into the practical application of IT management models, the assumptions for IT management maturity formation, and the impact of IT solutions on the quality of public services. Based on the research findings, a hybrid IT management model for public sector organizations was developed. The model integrates a strategic phase based on the COBIT methodology, operational IT service management based on ITIL elements, information security principles in line with the ISO 27001 standard, aspects related to organizational competencies and supplier management, and a strong orientation towards the quality of public services based on SERVQUAL methodology. The conclusions and recommendations of the thesis present practical insights for public sector organizations, emphasizing the importance of strengthening IT management maturity, developing competencies, improving supplier management, and enhancing the quality of public services. The results of the original research may serve as a basis for further academic research and for the development of a national IT management model for the public sector. |
