Governments worldwide are increasingly focusing on creating customer value in public services and customer experience management to improve public sector performance and increase citizens' trust in government. Therefore, recently there has been an increase in scientific literature and case studies analysing different aspects of customer value creation and/or customer experience in public services. Still, the interaction between the two is not clearly disclosed and linked. The purpose of this research is to accentuate the insights arising from research in science and practice, to summarise and systematise the knowledge already created and to perform an empirical study. Applying the methods of researching the content of scientific literature and practical reports, the article reveals the interaction between the value of public services to the customer and the customer experience in services. The aim of this study is to reveal the concept of customer value creation by applying customer experience management in public services. After refining the general theoretical insights of service value creation for the customer, the basics of the need and benefits of their application in the provision of public services as well as the application of the method of value creation for the customer in the provision of public services are analysed. The findings of this research positions the customer value in public services as a subjective phenomenon, i. e., the value is created by customers as it is based on their experiences in the process of service provision. In contrast, service providers create a value creation system for customers, which turns them into the co-creators of that value. Value creation for the customer occurs through the co-production and co-design of public services, where the customer is an active participant in different stages of service provision. Customer needs and expectations are evolving, and public service providers need to be able to recognise and track them and respond to these changes by applying a ...
Since the 8th decade of the XXth century the scientifi c and practical level of public administration is dominated by the customer (client) oriented approach, often associated with New Public Management (NPM) doctrine. As an alternative to the New Public Management "customer" model, R. B. Denhardt and J. V. Denhardt (2000) proposed a "new public service" idea, which is based on the concepts of democracy and citizen and citizen participation as an essential precondition for democratic governance. Separation of "citizen" and "customer" attitudes in the provision of public services newly raise the issue of government-citizen interaction and promote discussion on the concept of citizenship. The article deals with the problem of defi nition of conception of public services participants as quality assessors under the assumption that participation of citizens as service recipients in public services is related to public service quality evaluation, i.e., satisfaction, and that the concept of service recipient as "customer" is limited in public services, and may be used to describe only one of the potential positions of behaviour of the service recipients. The aim of the article is to analyze the conception of identifi cation of public service participants as quality assessors on the basis of the aspect of a citizencustomer participation in public services. The paper gives an overview of features describing the particularity of public service characteristics and roles of service. [to full text]
Since the 8th decade of the XXth century the scientifi c and practical level of public administration is dominated by the customer (client) oriented approach, often associated with New Public Management (NPM) doctrine. As an alternative to the New Public Management "customer" model, R. B. Denhardt and J. V. Denhardt (2000) proposed a "new public service" idea, which is based on the concepts of democracy and citizen and citizen participation as an essential precondition for democratic governance. Separation of "citizen" and "customer" attitudes in the provision of public services newly raise the issue of government-citizen interaction and promote discussion on the concept of citizenship. The article deals with the problem of defi nition of conception of public services participants as quality assessors under the assumption that participation of citizens as service recipients in public services is related to public service quality evaluation, i.e., satisfaction, and that the concept of service recipient as "customer" is limited in public services, and may be used to describe only one of the potential positions of behaviour of the service recipients. The aim of the article is to analyze the conception of identifi cation of public service participants as quality assessors on the basis of the aspect of a citizencustomer participation in public services. The paper gives an overview of features describing the particularity of public service characteristics and roles of service. [to full text]
Some researchers have assumed that bureaucratic reform could improve citizens' satisfaction. This study examines the impact of some aspects of bureaucratic reform on public service performance and citizens' satisfaction, including: organizational structure, business process, human resources, law and regulations, supervision, accountability, and work culture. This study employed a quantitative method to collect and analyze data from 279 respondents who received licensing services from the government agencies of the regencies and the city governments in the Special Region of Yogyakarta in 2019. The findings of this study show that organizational structure, accountability, and work culture positively and significantly influence performance. Moreover, accountability, work culture, and performance positively and significantly affect citizens' satisfaction. Conversely, business processes, human resources, law and regulations, and supervision do not positively and significantly influence performance. Furthermore, human resources do not positively and significantly affect citizens' satisfaction. The results of this study contribute both theoretically and practically to the wider academic field.
Public administration does not include provision of public services but only their administration, i.e. all that precedes the conclusion of a public service contract is regulated by administrative law and once the contract is concluded the legal relationships between the parties are regulated by civil law in Lithuania. It is one of the reasons why the institute of administrative contract is not widely recognized in Lithuania, although the Supreme Administrative Court has recognized this institute in several cases. The author also considers why provision of public services in Lithuania is not equated with administrative legal relations and not considered as public administration but as a matter of civil law. Thus, the author analysed the institute of public contract in Lithuania and has proved that these contracts are administrative. The latter statement is based on a series of arguments which prove that publicly offered contracts are not based on the usual principles of contract law (freedom of contract, equality of parties) and are intended to serve the public interest. The research is based on the case law of France, Germany and the Czech Republic which shows the notion of public administration in these countries and diversity of administrative contracts. Noteworthy, in contrast to Lithuania, in these states the institute of administrative contracts is regulated by the laws which regulate public administration (Germany, the Czech Republic) and other laws (France). The starting point of the article is a public interest report given in 1999 by the French State Council. Two concepts of public interest are crystalized in this report – utilitarian and voluntarist. It states that in a country where a separate system of administrative courts is established, public interest must be at the centre of politics, laws, administrative acts, decisions of administrative courts. Thus, in such a country, the functional concept of public administration shall not be unduly narrowed. The researcher seeks to find an answer which concept of public interest the political institutions of Lithuania follow, since there is a tendency to delegate regular state functions to the actors of private sector or to state bodies with a different legal status.
Public administration does not include provision of public services but only their administration, i.e. all that precedes the conclusion of a public service contract is regulated by administrative law and once the contract is concluded the legal relationships between the parties are regulated by civil law in Lithuania. It is one of the reasons why the institute of administrative contract is not widely recognized in Lithuania, although the Supreme Administrative Court has recognized this institute in several cases. The author also considers why provision of public services in Lithuania is not equated with administrative legal relations and not considered as public administration but as a matter of civil law. Thus, the author analysed the institute of public contract in Lithuania and has proved that these contracts are administrative. The latter statement is based on a series of arguments which prove that publicly offered contracts are not based on the usual principles of contract law (freedom of contract, equality of parties) and are intended to serve the public interest. The research is based on the case law of France, Germany and the Czech Republic which shows the notion of public administration in these countries and diversity of administrative contracts. Noteworthy, in contrast to Lithuania, in these states the institute of administrative contracts is regulated by the laws which regulate public administration (Germany, the Czech Republic) and other laws (France). The starting point of the article is a public interest report given in 1999 by the French State Council. Two concepts of public interest are crystalized in this report – utilitarian and voluntarist. It states that in a country where a separate system of administrative courts is established, public interest must be at the centre of politics, laws, administrative acts, decisions of administrative courts. Thus, in such a country, the functional concept of public administration shall not be unduly narrowed. The researcher seeks to find an answer which concept of public interest the political institutions of Lithuania follow, since there is a tendency to delegate regular state functions to the actors of private sector or to state bodies with a different legal status.
The development of information technology and the formation of various social networks is proceeding very rapidly, increasing the creation of many forms of self-organization – including civil society, unions, and associations. It therefore becomes urgent to create an effective system of communication between public authorities and society. This article provides a brief analysis of the study of network societies in service-type states. It is emphasized that the use of a service state in Ukraine in the process of development is a very important factor that ensures the interconnection and interplay of such subjects of the public administration system as: public authorities, business structures, and NGOs. The prospects of the realization of the project "State in a Smartphone" as a concept of digital transformation in Ukraine in the direction of its functioning as a service are analyzed. The current state of the implementation of e-democracy tools in Ukraine in the context of digital transformation in the development of a service state is investigated. Ukraine significantly contributes to improving the efficiency of public administration and ensuring sustainable socio-economic development during change management processes. This positive effect is achieved through the active involvement of the population and public structures in the process of developing, making, and implementing political and administrative decisions regarding the creation and dissemination of public goods, and in meeting public interests and needs. Thus, interaction between the authorities and public organizations and the optimization of their cooperation with the use of modern communication technologies should contribute to the democratization of society, and should facilitate improvements in the quality of life of the population. Therefore, the issue of the development and implementation of new communication technologies in the activities of different levels of government in the context of building interaction with civil society institutions is of particular importance in contemporary Ukraine. ; Informacinių technologijų plėtra ir įvairių socialinių ir komunikacijos tinklų formavimasis vyksta labai sparčiai. Didėjant daugybei šio proceso organizavimo bei piliečių dalyvavimo formų, įskaitant pilietinę visuomenę, sąjungas, asociacijas, būtina skubiai sukurti efektyvią valdžios institucijų ir visuomenės komunikacijos sistemą. Straipsnyje pateikiama trumpa įtinklintos visuomenės paslaugų būsenos analizė. Pabrėžiama Ukrainoje įgyvendinamų skaitmeninių paslaugų svarba bei analizuojami veiksniai užtikrinantys tokių viešojo administravimo sistemos subjektų, kaip valdžios institucijos, verslo struktūros, NVO, tarpusavio ryšį ir sąveiką. Išanalizuotos projekto "Valstybė išmaniajame telefone", kaip skaitmeninio Ukrainos pertvarkymo, kad ji funkcionuotų kaip paslauga, koncepcijos realizavimo perspektyvos. Tiriama dabartinė e-demokratijos priemonių diegimo padėtis Ukrainoje skaitmeninės transformacijos kontekste. Ukrainos valdžia reikšmingai prisideda gerinant viešojo administravimo efektyvumą bei veiksmingumą. Valstybės institucijos skaitmenizuodamos paslaugas užtikrina tvarų socialinį bei ekonominį šalies vystymąsi. Šis teigiamas poveikis pasiekiamas aktyviai dalyvaujant gyventojams ir viešosioms struktūroms. Skaitmeninių ir komunikacijos technologijų pagalba kuriamos bei platinamos viešosios gėrybės tenkina visuomenės interesus ir poreikius. Taigi valdžios institucijų ir visuomeninių organizacijų sąveika, jų bendradarbiavimo optimizavimas naudojant šiuolaikines skaitmenines ir komunikacijos technologijas turėtų prisidėti prie visuomenės demokratizacijos ir gyventojų gyvenimo kokybės gerinimo. Todėl naujų komunikacijos technologijų kūrimo ir diegimo įvairių valdžios lygių veikloje klausimas, kuriant sąveiką su pilietinės visuomenės institucijomis, yra ypač svarbus šiuolaikinėje Ukrainoje.
We start analyzing issues concerning the present situation of public services in Lithuania in this scientific work. There are listed means of production and the way how to improve the supply of the public services in an electronical way. In this case the possible solution of how to realize the public service – "Announcement of moving" and the functional requirements for the e-Service Portal are described. The tools are developed to identify the customers of e-Service Portal using e-banking systems. The internal Web Service which is used to provide our public service in an electronical way is created as well. The main goal of this work is to define the concept of One Stop Services which provides face-to-face access to all government services under one roof.
We start analyzing issues concerning the present situation of public services in Lithuania in this scientific work. There are listed means of production and the way how to improve the supply of the public services in an electronical way. In this case the possible solution of how to realize the public service – "Announcement of moving" and the functional requirements for the e-Service Portal are described. The tools are developed to identify the customers of e-Service Portal using e-banking systems. The internal Web Service which is used to provide our public service in an electronical way is created as well. The main goal of this work is to define the concept of One Stop Services which provides face-to-face access to all government services under one roof.
[full article in English] The development of evaluation and effective public administration mechanisms are crucial for providing effective e-government services. The article explores the international expertise in the field of the e-service evaluation process. The organization and provision of e-services in government entities, as well as the evaluation regarding the organization and functioning of information systems, are carried out by the "ASAN service" system in Azerbaijan. The evaluation of the organization and functioning of e-services is conducted by considering three determined criteria: the level of digitalization and relevance, the level of information openness and accessibility, and the level of convenience of use. The evaluation process of e-services allows for improving the level of services and the development of feedback mechanisms; currently, much attention is attributed to the development of citizen-centered services. ; [straipsnis anglų kalba; santrauka ir reikšminiai žodžiai lietuvių kalba] Azerbaidžane nuo 2013 m. e. paslaugų vertinimą kasmet atlieka Valstybinė viešųjų paslaugų ir socialinių inovacijų tarnyba (ASAN). Pagrindinis elektroninių paslaugų vertinimo tikslas yra teikti prieinamas ir nenutrūkstamas viešąsias paslaugas piliečiams, taip pat pagreitinti informacijos išteklių, valstybės institucijų bei elektroninių paslaugų sistemų integravimą tobulinant valdymo sistemas šioje srityje. Valstybinės agentūros atlikto vertinimo rezultatas yra konkrečios rekomendacijos, atsispindinčios kiekvienos valstybinės įstaigos parengtame sertifikate. Praktika rodo, kad paslaugų teikėjai vykdydami veiklą taiko rekomendacijas, o tai lemia teigiamus paslaugų organizavimo pokyčius. Tokios veiklos rezultatas – Azerbaidžanas pakilo per 12 e.valdžios plėtros indekso pakopų ir 2016 m., palyginti su 2014 m., užima 56 vietą tarp 193šalių.
After Lithuania became a member of the EU, the competitiveness of public services was determined by the ability to ensure efforts of state institutions to provide quality public services and ensure quality of life for local residents. This article presents concept of public service quality and quality evaluation models. Research of public opinion regarding the quality public services was carried out in Lithuanian municipalities. Research includes seven fields of municipal public services: 1) social services, 2) health care services, 3) education services provided by secondary schools of municipalities, 4) education services provided by adult education institutions and centres. Based on the research, a model of the quality development of public services in Lithuanian municipalities is formed. In the model the key elements that make the public policy effective are identified. ; Lietuvai tapus ES nare, viešųjų paslaugų konkurencingumą lemia gebėjimas užtikrinti valstybės institucijų pastangas suteikti kokybiškas viešąsias paslaugas ir užtiktinti vietos savivaldos gyventojų gyvenimo kokybę. Lietuvos savivaldybės dabartiniu metu yra veikiamos ekonominio šalies nuosmukio, politinių permainų ir ypač viešojo administravimo reformos, taip pat pokyčių sveikatos apsaugos, švietimo ir socialinės rupybos srityse. Daugelis minėtų sąlygų keičiasi labai sparčiai ir iš esmės. Todėl savivaldos institucijų personalas, siekdamas prisitaikyti prie kintančios aplinkos, privalo keisti savo veiklą nuolatos ir sistemingai. Savivaldybių strateginiai planai ir juose pateikti tikslai teikiant viešąsias paslaugas turi būti pagrindas formuojant strateginius reikalavimus personalui. Svarbiausias viešųjų paslaugų kokybės vertinimo pagrindas turėtų būti paslaugų vartotojų nuomonės tyrimo rezultatai. Siekiant išsiaiškinti, ar Lietuvos savivaldybės įgyvendina socialines, sveikatos priežiūros ir švietimo paslaugas taip, kaip deklaruoja savivaldos strateginiuose veiklos planuose, nuspręsta apklausti skirtingų savivaldybių gyventojus ir sužinoti jų nuomonę apie savivaldybių organizuojamas bei teikiamas paslaugas. Tam buvo iškeltas tyrimo tikslas – atlikti viešosios nuomonės tyrimą, siekiant išsiaiškinti, kaip gyventojai vertina savivaldybės organizuojamas ir teikiamas viešąsias paslaugas. Straipsnio tikslas – pateikti viešųjų paslaugų kokybės sampratą, atlikti švietimo, sveikatos ir socialinės apsaugos sistemų teikiamų paslaugų kokybės vertinimą Lietuvos savivaldybėse. [.]
A smart society starts from pre-school age. Aiming to implement the National Education Strategy for 2013–2022, the considerable attention is paid to the involvement of children into pre-school education, where their individual skills would be more actively disclosed. It is therefore essential to develop alternatives within education system, which would be accessible, attractive and valuable to those groups of society that are currently not sufficiently enough involved into education. Considering that the economic well-being of the Republic of Lithuania is growing and the employment is increasing, the requirements for the quality and availability of public services are increasing in the society, it is worth to be mentioned that Lithuanian society also expects more accessibility and quality of services in pre-school education institutions.The aim of the research is to reveal the possibilities of new ways and channels of delivering public service in pre-school education institutions. Having conducted the content analysis of scientific literature and synthesis of ideas substantiated with scientific analysis as well as having conducted qualitative research in pre-school education institutions of Mažeikiai County Municipality, the research is based on the case of Mažeikiai county.The selection of the research object – public services in pre-school education institutions and their delivery ways and channels – is based on the aim of education policy to increase the accessibility, repeatability, individualization of services for early education as well as the increasing interest in modern ways of service delivery in Lithuania, by combining direct and indirect service delivery channels. In the second decade of the 21st century, scientists' attention paid to the personalization and particularity of the service is increasing, as the user's needs and the supplier's possibilities are growing. Innovative technical channels and a whole set of instruments are increasingly being used to personalize services (A. Patapas, V. Vilutytė-Žilienė, 2013, pp. 312–325; A. Jonas, 2016, p. 206).Services are often available through several different distribution channels, which, according to L. Bagdonienė et al. (2004), are understood as the chains of entities (individuals and organizations) involved in the delivery of services and performing specific functions. There are two types of service delivery channels – direct and indirect (through intermediaries) – distinguished by authors, and on the basis of the latest scientific literature, we have included one more channel, when both channels are combined. Direct service delivery may be provided at the provider's institution or in the consumer's location, or some services may be provided at either location. Meanwhile, the indirect service channel can take many forms, whose structures are rapidly changing and they are increasingly complex, with active use of e-services, m-services and smart services.In Lithuania,10-15 years ago, direct education services included all educational services (education and care, educational assistance, parent education, etc.) and most of social services (nutrition, health care, social and psychological assistance, ensuring of physical, social and emotional security, family support, etc.). Today, we are talking about combining these channels and the increasing involvement of stakeholders and social partners into service delivery. In this way, modern service delivery channels could be: 1) alternative to the traditional channel (direct service delivery at the provider's institution or at the recipient's home) when digital technologies are used, according to the provider's choice or the recipient's choice, 2) chains and networks created by inter-institutional co-operation and partnership, when educational and social services are delivered both directly (recreational services for children and family, temporary education and care, child care centres, babysitting services, social and psychological assistance in pre-school education institution or at home, etc.) and indirectly (e-communication with parents, informing about health, social support from local authorities, issues on children's rights, supply of extracurricular activities, involvement in local community activities, etc.), usually by coordinating delivery channels.The analysis of the material collected during the semi-structured interview (six heads of pre-school education institutions in Mažeikiai county and one specialist from education department who works with kindergartens were interviewed) allowed to distinguish the following particularities and perspectives of the delivery of modern pre-school education services: Delayed political decisions are among the external factors that hinder the increased use of modern services and delivery channels. The process is promoted by opportunities created by information technology and migration, as emigrants returning to Lithuania want new, more diverse services for their children. Of the internal factors that influence the development of modern services, the competence of the staff of pre-school education institution is the most significant. At present, it is of paramount importance in educational services, without avoiding to introduce alternative educational programs. There is active learning to ensure the social and emotional safety of children, but there is the lack of deeper understanding and readiness to provide family support services and work with at-risk families. Inter-institutional cooperation is important in service supply chain. It has increased in providing educational, physical, emotional security services for a child; there is the lack of active social interaction with other institutions in providing family support and social security services. Through the combination of direct and indirect service delivery channels, the use of digital technologies is important, and informants see their potential in increasing access to services, increasing diversity of services, reducing the disparity in service availability between urban and rural areas, and creating new quality of education. In Lithuania, it has not been prepared so far for the model of pre-school education at home and family support, and during the transitional period there would be an approval for mobile kindergarten groups. Nanny service, as an alternative service to early childhood education, is provided only in exceptional situations, and it would be viable in the cities and its funding should be complex; the pedagogical and value competence of a nanny is important as well. ; Straipsnyje pristatomas naujų viešųjų paslaugų teikimo būdų ir kanalų galimybių tyrimas ikimokyklinio ugdymo įstaigose. Prie naujų paslaugų teikimo būdų priskyrus tuos, kuriuose derinami tiesioginis ir netiesioginis paslaugų teikimo kanalai, analizuojama tokių paslaugų situacija Lietuvoje ir kitose ES valstybėse. Pasitelkus kokybinio tyrimo strategiją, išsiaiškinti pagrindiniai procesus skatinantys ir juos stabdantys veiksniai.
This article discusses the development of regional policies in two countries, Latvia and Norway. The aim is to present how these policies have evolved and can be understood with the application of complexity theory as a common theoretical framework for analysis. Even though Latvia and Norway have quite different experiences in regional development policy, both have tried to react to modern challenges of globalization and demographic changes by using general theories and concepts of economic and social development. Differences and similarities between the two countries are high-lighted by a review of studies from Latvia and Norway that describes the variety of policies that can be applied for regional development. Regional policy in both countries has coalesced around support for local initiative and entrepreneurship. ; Šiame straipsnyje analizuojamos dviejų šalių, Latvijos ir Norvegijos regioninių politikų vystymas. Tikslas – pristatyti šių politikų raidą ir supratimą kompleksiškumo teorijos, kaip analizės teorinio pagrindo, kontekste. Nors Latvija ir Norvegija turi gana skirtingą regioninės politikos vystymo patirtį, tačiau šioms valstybėms tenka reaguoti į šiuolaikinius globalizacijos iššūkius ir demografinius pokyčius, naudojant bendras teorijas bei ekonominio ir socialinio vystymo gaires. Dviejų šalių skirtumai ir panašumai yra išskiriami atlikus Latvijos ir Norvegijos analizę, kurioje apibūdinama politikos, taikomos regioniniam vystymui, įvairovė. Regioninė politika šiose šalyse vystoma remiantis vietinio iniciatyvumo ir verslumo skatinimu.
Ðiandien daugelis vieðøjø bibliotekø susiduria su spaudimu pateisinti joms skiriamas biudþeto lëðas, árodant jø vertæ bei socialiná, ðvieèiamàjá, taip pat ekonominá poveiká individams ir bendruomenëms. Ðiame straipsnyje pristatomas Norvegijos vieðøjø bibliotekø vertës tyrimas, kurá atliekant vieðosioms paslaugoms tirti buvo taikyti ekonominiai modeliai. Vieðøjø bibliotekø paslaugos ðiame tyrime traktuojamos kaip viena ið vieðøjø gërybiø, turinèiø tam tikrà socialinæ vertæ. Kadangi lëðos vieðosioms gërybëms finansuoti nëra skirstomos lygiai, vartotojai gali iðreikðti savo prioritetus, teikiamus vienai ar kitai vieðajai paslaugai. Tyrime kelti ðie pagrindiniai klausimai: Ar vieðàsias gërybes vertinantys ekonominiai modeliai gali bûti naudingai pritaikyti vieðosioms bibliotekoms? Ar ðis poþiûris á vieðàsias bibliotekas prisideda prie bibliotekininkystës ir informacijos mokslø teorijos ir metodologijos? Teorinës analizës pagrindu autorë daro iðvadà, kad ekonominiai modeliai, o ypaè sàlyginio vertinimo modelis, gali bûti taikomi siekiant iðsiaiðkinti vertæ, kurià þmonës sieja su vieðosiomis bibliotekomis. Siekiant pagrásti ðià iðvadà empiriniais duomenimis, atliktas tyrimas, kuriame dalyvavo daugiau nei 1000 bibliotekø lankytojø, taip pat respondentø, nesinaudojanèiø vieðøjø bibliotekø paslaugomis. Tyrimo atspirties situacija buvo pasirinkimas uþdaryti vieðàjà bibliotekà, jos finansavimà skiriant kitoms vieðosioms paslaugoms arba padidinant metinius mokesèius gyventojams. Tyrimo duomenimis, 94 proc. respondentø mano turintys turëti galimybæ naudotis vieðàja biblioteka savo savivaldybëje. 36 proc. respondentø sutiktø su mokesèiø padidinimu, jei ði suma bûtø skirta vietos vieðajai bibliotekai iðlaikyti. 10 proc. respondentø teigë, kad sutiktø mokëti papildomus mokesèius, skirtus bibliotekai, taèiau nurodyta suma yra per didelë. Nemaþa respondentø dalis (39 proc.) teigë, kad vieðoji biblioteka turi bûti iðlaikoma, taèiau nesutiko su tuo, kad bibliotekos iðlaikymo pagrindu galëtø bûti didinami mokesèiai. Tik 3 proc. respondentø pareiðkë, kad vieðoji biblioteka neturëtø bûti finansuojama, net jeigu jiems tai nieko nekainuotø. Taip pat 90 proc. respondentø teigë, kad ðiuo metu bibliotekoms skiriamos mokesèiø dalies nukreipimas kitoms vieðosioms paslaugoms jiem bûtø maþiau vertingas nei bibliotekø paslaugø vertë. 3 proc. respondentø sutiktø, kad vieðoji biblioteka bûtø uþdaryta, o finansavimas skirtas kitoms savivaldybës remiamoms vieðosioms paslaugoms. Remdamasi tyrimo rezultatais autorë daro esminæ iðvadà, kad Norvegijos vieðøjø bibliotekø nauda yra daug didesnë, nei kainuoja jø paslaugø iðlaikymas, ir ðá kainos ir naudos santyká vertina kaip 1:4. Kitaip tariant, gyventojai teigia ið kiekvienos mokesèiams sumokëtos kronos, skirtos vieðajai bibliotekai, gaunà keturis kartus didesnæ naudà.Public libraries and valuation: A Norwegian study applying a non-market approachSvanhild Aabø
Straipsnyje analizuojama organizacinė kultūra Kazachstano valstybės tarnyboje – aptariama esama valstybės tarnybos sistema Kazachstane. Galima teigti, kad organizacinė kultūra paveikia organizacinį efektyvumą. Bandant nustatyti organizacinės kultūros valstybės tarnyboje ypatumus, empiriniam tyrimui atlikti buvo pasirinktas apklausos metodas. Straipsnyje aptariamos anoniminės išorės ekspertų ir vyriausybės pareigūnų apklausos išvados. Pagrindinė tyrimo išvada – teigiamos ir neigiamos organizacinės kultūros savybės praktikoje išlieka. Taip pat didelė dalis respondentų tarp Kazachstano valstybės tarnautojų mano, kad jie labai prisideda prie viešųjų paslaugų. Darbe daroma išvada, kad kuriant stiprią organizacinę kultūrą viešosios paslaugos yra reikšmingos. ; The article takes organizational culture of civil service of Kazakhstan as a subject of its investigation. The article discusses the current state of the civil service system in Kazakhstan. It can be argued that organizational culture affects organizational effectiveness. In an attempt to identify peculiarities of the organizational culture of the civil service, an empirical analysis in the form of surveys was chosen as an appropriate research method. Therefore, the paper discusses the findings of the anonymous survey conducted among external experts and government officials. The main finding of the study is that both - positive and destructive characteristics of organizational culture appear to persist in practice. At the same time, a significant proportion of respondents among Kazakhstani civil service staff believes that they considerably contribute to public services. The paper concludes by arguing that developing a strong organizational culture of public service is significant.
