Improving the Quality of Community Public Services-Case Study: General Directorate of Personal Records, Brașov

Claudiu Coman (), Adrian Netedu, Sorin Liviu Damean, Ovidiu Florin Toderici, Victor Alexandru Briciu, Mihai Lucian Pascu and Maria Cristina Bularca
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Claudiu Coman: Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania
Adrian Netedu: Faculty of Philosophy and Social-Political Sciences, University ‘Alexandru Ioan Cuza’, 700506 Iasi, Romania
Sorin Liviu Damean: Faculty of Social Sciences, University of Craiova, 200764 Craiova, Romania
Ovidiu Florin Toderici: Faculty of Educational Sciences, Psychology, and Social Assistance, Aurel Vlaicu University, 310032 Arad, Romania
Victor Alexandru Briciu: Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania
Mihai Lucian Pascu: Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania
Maria Cristina Bularca: Faculty of Sociology and Communication, Transilvania University of Brasov, 500036 Brașov, Romania

Sustainability, 2023, vol. 15, issue 1, 1-43

Abstract: The public administration and the services it offers have an important role in the lives of citizens. The purpose of this research was to identify the factors that influence citizens’ perception of community public services in order to improve and make them more efficient. In order to conduct the research we used a mixed-method approach. In the context of the quantitative analysis, the sample comprises 798 beneficiaries of public services from Brașov County. In the context of the qualitative analysis, the sample comprises directors of institutions that offer public services in Romania and people with decision-making roles at the level of Brașov County. The results revealed that the citizens of Brașov County have a positive opinion about public services, and that factors such as age, living environment and income influence their level of satisfaction with these services. Furthermore, the results of the qualitative analysis offered information about the measures that could be implemented in order to improve the public services. Given that the main measure mentioned by the respondents refers to digitization, we argue that digitization might be the key element in maintaining the sustainability of public services and in increasing people’s satisfaction with them.

Keywords: public administration; public-services; public policy; COVID-19; digitization (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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