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Màster en Gestió de Continguts Digitals, Facultat d'Informació i Mitjans Audiovisuals, Universitat de Barcelona. Curs: 2022-2023. Tutor: Dr. Rubén Alcaraz Martínez, PixApp es una aplicación para encontrar baños públicos en Barcelona. Surge de la necesidad de mejorar la experiencia de las personas en la ciudad, especialmente en lo que se refiere al acceso a servicios básicos como los lavabos públicos.

COVID-19 worsened urban slum dwellers' pre-existing vulnerabilities. Maintaining WHO-suggested physical distancing/isolation made planning more challenging in slums. The scenarios hint at the urgency to investigate whether these resource-scarce communities – already susceptible to climate change, poverty, health services, infrastructure, and space constraints, could build resilience against COVID-19. What lack of resources/assets made communities vulnerable there, and what adaptation measures were taken? What planning/management practices were adopted there, and to what extent could WHO's IPC guidelines (on transmission prevention and control) be followed? Findings show that pre-COVID economic, infrastructural, and health-related issues had affected slum dwellers' COVID-time vulnerabilities. While poor infrastructure and sanitation, informal employment, livelihood diversity, superstition, and comorbidities remained the key ‘internal’ issues, lack of institutional preparedness and safety-net programs, discontinued municipal services and inaccessible/untrustworthy healthcare services and corruption/bias/non-coordination in beneficiary selection remained the key ‘external’ issues. Information sharing, openness to pandemic knowledge, and active participation in awareness/training programs have been the most adopted measures. Aid schemes, despite criticisms, saved dwellers from starvation. Therefore, this proved to be a critical coping element. However, NGOs systematic monetary aid gave dwellers the most flexibility in spending. On top, NGOs proved to be the most vital external stakeholder in all sectors except for built environment/planning. To increase adaptive capacity, scopes remain in maximizing the use of community infrastructure in future events. Simultaneously, spatial aspects, alongside the non-spatial, seemed crucial in tackling complex poverty profiles, resource-scarcity, and vulnerabilities of slums. Findings are based on NGO BRAC's existing dataset and fieldwork between April–August 2020 on 29 slums in Khulna, Bangladesh, using a qualitative methodology. The study contributes to a growing body of knowledge and practice on resilient planning for COVID-19 (and similar future pandemics), especially for slums, while addressing its overlooked spatial dimensions.

Purpose: The thesis of the study states that, "the issues of accounting of municipal sector entities are not often described in Polish scientific articles". The aim of the article is to present the areas of research in the field of budget accounting and enterprise accounting of entities that provide municipal services. Design/Methodology/Approach: To achieve the goal formulated in this way, literature analysis, analysis of published scientific works and logical inference were adopted as research methods. The research was based on the articles presented in BazEkon, which were published in the years 2016 - 2020. Findings: Municipal sector entities meet the needs of the society in the provision of goods and services, such as: water, heating, municipal waste disposal, public transport, sewage disposal, electricity, heat and gas supplies. They measure, evaluate, record and control their activities. These activities are reflected in the accounting system of these entities. Municipal sector accounting is an important and topical issue. Practical Implications: The literature review and own research contributed to the presentation of new areas of research worth scientific deliberations and analysis in the area of municipal sector accounting. Originality/Value: According to the authors, this issue is extremely important due to the involvement of the municipal sector in the implementation of sustainable development goals, the provision of goods and services with respect for the natural environment and the implementation of tasks in accordance with the expectations of the local society.

The e-municipality practices that emerged with the use of information and communication technologies in municipal services do not only consist of the provision of services in the electronic environment, but also encourage a more citizen-oriented and participatory management. Today, municipalities provide citizens with information on various issues through their web pages, and provide opportunities such as conveying their requests, complaints and suggestions, and transaction. On the other hand, it is seen that municipalities have started to be included in the "e-government gate" application created in 2006 for the integration of e-government activities. In this study, the issue of e-municipality is discussed. In this context, the e-municipality practices of Bagcılar, Buyukcekmece and Arnavutkoy Municipalities, the first three municipalities with the highest number of service areas at the “e-government gateway” among the district municipalities in Istanbul, were analyzed comparatively. In this framework, it is aimed to examine different e-municipality applications and to identify development areas. In the study, first of all, the conceptual framework on e-government and e-municipality was given by making use of the literature review, then information was given about the development process of e-government and e municipality in Turkey. The analysis of the e-municipal applications of Bagcılar, Buyukcekmece and Arnavutkoy Municipalities was carried out using the “e-government gateway”, the websites of the municipalities, and the printed publications and documents (strategic plan, performance program and annual report). The data obtained were analyzed and evaluated with a certain systematic, the development areas of the e-municipal applications of the municipalities within the scope of the analysis were determined, and suggestions for the improvement of the application were presented. Bilgi ve iletişim teknolojilerinin belediye hizmetlerinde kullanılmaya başlamasıyla ortaya çıkan e-belediyecilik uygulamaları, yalnızca hizmetlerin elektronik ortamda sunulmasından ibaret olmayıp, daha vatandaş odaklı ve katılımcı bir yönetimi de teşvik etmektedir. Günümüzde belediyeler web sayfaları yoluyla vatandaşlara çeşitli konularda bilgilendirmeler yapmakta, talep, şikayet ve önerilerini iletme, işlem yapma gibi imkanlar sağlamaktadır. Diğer yandan, günümüzde belediyelerin e-devlet çalışmalarının bütünleştirilmesine yönelik olarak 2006 yılında oluşturulan “e-devlet kapısı” uygulamasına dahil olmaya başladığı da görülmektedir. Bu çalışmada, e-belediyecilik konusu ele alınmıştır. Bu kapsamda, İstanbul ilindeki ilçe belediyeleri arasında “e-devlet kapısı”nda en fazla hizmet alanı ile yer alan ilk üç belediye, Bağcılar, Büyükçekmece ve Arnavutköy Belediyelerinin e-belediyecilik uygulamaları karşılaştırmalı olarak analiz edilmiştir. Bu çerçevede, farklı e belediyecilik uygulamalarının incelenmesi ve gelişim alanlarının tespit edilmesi amaçlanmıştır. Çalışmada öncelikle literatür taramasından yararlanılarak e-devlet ve e-belediye konusundaki kavramsal çerçeveye yer verilmiş, daha sonra Türkiye’de e-devlet ve e-belediyeciliğin gelişim süreci hakkında bilgi verilmiştir. Bağcılar, Büyükçekmece ve Arnavutköy Belediyelerinin e-belediye uygulamalarının analizi ise “e-devlet kapısı”, belediyelerin web sayfaları ve basılı yayın ve dokümanlardan (stratejik plan, performans programı ve faaliyet raporu) yararlanılarak gerçekleştirilmiştir. Elde edilen veriler belirli bir sistematikle analiz edilerek değerlendirilmiş, analiz kapsamındaki belediyelerin e-belediyecilik uygulamalarının gelişim alanları tespit edilmiş ve uygulamanın geliştirilmesine yönelik öneriler sunulmuştur.

In this study, the transformation of municipal services, which were tried to be carried out by some traditional institutions such as “vakif” and “lonca”, or by “kadi” who was the higher governor in the administration of the city until the 19th century in the Ottoman Empire, into a modern municipality understanding as a result of changing conditions and necessities was examined. In the introduction part of the study, after examining the traditional municipal practices of the Ottoman Empire until the mid-19th century, the transition process to modern municipality in the 19th century was studied. In the first part of the research, the municipal services traditionally carried out by kadi, naip, lonca and vakif from the establishment of the Ottoman Empire to the abolition of the Janissary Corps in 1826 were discussed. In the second part, the transition process from traditional municipality to modern municipality was evaluated. With the effect of internal and external dynamics, the necessity of performing municipal services in a more organized manner from a single center has been demonstrated with examples. In the third part, the contributions of municipalities to the development and development of the city, municipal services carried out to increase the quality of life of its people, and by whom the services are carried out since the establishment of Municipality of Safranbolu in 1870 was evaluated. In addition, the transition stages from the unorganized structure of municipalities formed during the service delivery phase to the institutionalization of them were scrutinized. The importance of the municipality in the establishment of the military regiments that played a leading role in the development of the cities in Safranbolu, in the construction of inner-city sidewalks and roads and the connection roads with other cities were underlined. In addition, it has been determined that municipalities have started to take a role in social solidarity and organization issues, as in the protest rallies held during the occupation of the country after the First World War.

The article provides a comparative analysis of the legislation on administrative offenses of the Russian Federation and the Republic of Azerbaijan in the provision of public services. It is noted that the Code of Administrative Offenses of the Russian Federation provides for only one article 5.63 "Violation of the legislation on the organization of the provision of state and municipal services." The article provides a detailed analysis of all its parts. The ways of improving the disposition of the article are proposed. The Code of Administrative Offenses of the Republic of Azerbaijan contains Article 380, which establishes administrative responsibility for violation of the legislation on electronic signature and electronic document. There are Rules for the provision of electronic services in the Republic of Azerbaijan, article 13 of which establishes not administrative responsibility, but the obligation of electronic service providers to ensure the protection of personal data and other information that was obtained in the course of the provision of electronic services. At the end of the article, conclusions are made about the possibility of applying the positive experience of both countries in their legislation.

Analyzing shifts in the delivery mode of 12 municipal servicesbetween 2010 and 2018, in about 41% of the observations, shiftstook place, with 54% toward outside production and 46% towardinside production. In the physical domain, most shifts were tocooperation, whereas in the operational domain reverse privatizationand also cooperatization are dominant trends. Based on logitmodels, for services with high asset specificity, we find a lowerlikelihood of change, whereas for services with high measurementdifficulty, we find a higher likelihood of change to outside andaway from in-house, and a lower likelihood of change to inside.

The emergence of COVID-19 and its variants has dramatically shifted the way that societies respond to a pandemic crisis and postpandemic plans. One of the response needs is the ability to track potential transmissions within population movements effectively, which can exploit the means of pervasive computing by collecting and processing ubiquitously acquired anonymously aggregated data, as well as long-term data that constitute prior but limited contextual knowledge. This article presents a practical method for the assessment of the risk profiles of communities by acquiring, fusing, and analyzing data from public transportation, district population distribution, passenger interactions, and cross-locality travel data while still preserving individual user privacy. The proposed framework fuses these data sources into a realistic simulation of a transit network for a given time span to report on the risk of the public transit system as whole, as well as problematic wards and routes. By shedding credible insights into the impact of public transit on pandemic spread, the article findings will help to set the groundwork for aggregate transmission simulation tools that could provide pandemic response teams with a robust framework for the evaluations of city districts most at risk, and how to adjust municipal services accordingly.

Rapid urban population growth stimulates the challenges of city government authorities in providing the municipal services adequately considering the citizen’s demand. While the gap persists between the service provision and citizen’s perception on it, the quality of life of cities may deteriorate due to psychological dissatisfaction of dwellers with urban services. Hence the evaluation of the urban service quality from the citizen’s perspective and accordingly addressing the gap is necessary for sustainable urban management. This study shows a common framework incorporating SERVQUAL, Analytical Hierarchy Process (AHP) and Citizen’s Score Card to define the quality of municipal services spatially and functionally based on the satisfaction of citizens. The items under the dimensions of SERVQUAL and the weightages of each dimension were set through literature review and expert opinion. Dhaka, the only megacity of Bangladesh is experiencing an impetuous growth towards its northern portion and Dhaka North City Corporation (DNCC) is the responsible authority to supply the municipal facilities within this area. Nine residential neighborhoods having homogeneous characteristics in terms of population density, residential land use, built up area and income level within the jurisdictional area of DNCC were selected to collect the data. The data were collected through household questionnaire survey using stratified random sampling technique where people responded for each SERVQUAL questions and scored the facilities provided by the DNCC. The result shows citizens are moderately satisfied (63.3%) with municipal services aggregately. To meet the demand of dwellers, the city government authority should be more functional, reliable and participatory and be equipped with qualified manpower and facilities. Despite the locational characteristics are uniform among the case areas, Ward 3, Ward 4 and Ward 31 are in unprivileged state in terms of municipal services. The facilities of public toilet, parking and disaster management activities performed by DNCC are commonly in unsatisfactory state in all areas that require special attention from the authority. Based on the findings, it could be stated that where the city government authority is roughly unsusceptible to meet the demand of the existing population, the enormous population growth within urban areas could affect the life quality poorly. Therefore this paper would fetch a course where the deficiency on urban services would be evaluated under a common arena considering the psychological aspect of citizen, thereby priority interventions could be ascertained for enhancing the life quality of urban areas.

In Russia, digitalization of the state and municipal spheres remains a task to be resolved. The present research objective was to assess the current level of digitalization of state and municipal services in the Kemerovo region in order to develop some recommendations. The author analyzed foreign experience and compared the digital situation in the Kemerovo region with that in other constituent entities of the Russian Federation. The low level of local digitalization results from the low level of information and communication infrastructure, "patchwork automation", lack of qualified personnel, financial problems, etc. The following measures can improve the situation: more active feedback from citizens, analysis of best practices, participation in pilot government projects, increasing the availability and convenience of electronic services via mobile applications and gamification, etc.

Citizens’ content with the quality and availability of the rendered public services is the key criterion for the efficiency of the service state. Satisfaction assessment is conducted through monitoring services using sociological surveys and “Your Control” platform. For revealing the customer’s experience, the article offers to use opinions posted by the citizens on the independent websites for customer reviews. The subjective opinions of the customers about the conditions and nature of rendering services gives additional information on the problems faced by citizens in the process of receiving services in multifunctional centers would broaden the knowledge on the appropriate service from the perspective of customer expectations, as well as use the acquired information for quality control in the public sphere. Research methodology employs analytical and comparative methods, summary of customer reviews posted on the websites. This article is first to introduce the new type of source for assessing citizens’ content with the quality of rendered public services. The problematic areas in rendering public services in multifunctional centers are determined. The need is substantiated for further search of the methods to increase citizens’ satisfaction and efficiency of rendering public and municipal services. The acquired results of can be used in the activity of executive branches, local administrations, and multifunctional centers that provide public and municipal services.

RESUMO A crescente geração de resíduos sólidos urbanos é um problema que atinge países de diversos níveis de desenvolvimento. A falta de adequados planejamento e gerenciamento de resíduos sólidos urbanos acarreta prejuízos à qualidade de vida da população e ao ambiente e elevação dos custos do manejo desses resíduos. O presente trabalho apresenta o panorama dos gastos públicos municipais despendidos entre 2009 e 2017 com os serviços de limpeza urbana de 31 dos 34 municípios que compõem a Região Metropolitana de Belo Horizonte. Os municípios foram ordenados por faixas populacionais, conforme classifica o Instituto Brasileiro de Geografia e Estatística. Realizou-se análise estatística descritiva, e a normalidade dos dados foi testada (teste de Shapiro-Wilk; α = 5%). Também avaliou-se a existência de correlação entre as receitas e as despesas municipais com o manejo de resíduos sólidos urbanos (teste de Spearman; α = 5%). Verificou-se, ainda, a existência de diferenças significativas entre grupos de municípios em função do agrupamento por faixas populacionais (teste de Kruskal-Wallis; α = 5%). Os resultados apontaram diferenças significativas do custo per capita despendido pelos municípios com os serviços de manejo de resíduos sólidos urbanos entre as seis faixas populacionais comparadas. Os gastos municipais relativos à faixa populacional “acima de 500.000 habitantes” foram significativamente superiores aos das demais faixas. Embora não discuta qualidade e cobertura dos serviços, este trabalho contribui para a área, visto a escassez de estudos envolvendo custos e resíduos sólidos urbanos, bem como possibilita a criação de estratégias direcionadas à otimização dos gastos públicos visando à sustentabilidade financeira. ABSTRACT The growing generation of urban solid waste (USW) undistinctively affects countries having different levels of development. The lack of adequate planning and management of USW causes damage to the quality of life of the population and to the environment and increases the costs of handling this waste. This work is aimed to present a panorama of municipal public expenditures between 2009 and 2017 on urban cleaning services in 31 out of 34 municipalities comprising the Metropolitan Region of Belo Horizonte, Brazil. The municipalities were ordered by population groups, according to the classification of the Brazilian Institute of Geography and Statistics. A descriptive statistical analysis was performed and the normality of the data was tested (Shapiro-Wilk test; α = 5%). The existence of a correlation between municipal revenues and expenses relative to the management of USW was also evaluated (Spearman test; α = 5%). The existence of significant differences among groups of municipalities due to the grouping by population (Kruskal-Wallis test; α = 5%) was also verified. In general, the results showed significant differences in the per capita cost spent by municipalities with SUW management services among the six population groups compared. Municipal expenditures for the “over 500,000 inhabitants” population group were significantly higher than for other groups. Although it does not discuss quality and extension of the services, this work contributes to the area, given the scarcity of studies involving costs and SUW, as well as enables the creation of strategies aimed at optimizing public spending aimed at financial sustainability.

The linkage between local perceptions of municipal services and the level of trust in the local government is an under-researched and yet relevant aspect for a small multi-ethnic island like Mauritius. This research draws from the opinions of some 400 Mauritian inhabitants gathered through a Citizens’ Satisfaction Survey carried out in 2018 to evaluate the attitudes of citizens towards local government services and trigger further research on future options for improving the local government sector. The results from a structural equation modelling (SEM) indicate that satisfaction with local outputs is a significant predictor of trust in local authorities. Trust in public institutions is also found to be a possible mediator in this nexus. Further probing into citizens’ responses reveals that their preferences for local public goods differ across jurisdictions and vary with level of education. Findings also point to a tendency for citizen mobility which can have important implications for improving local services through fiscal decentralisation.JEL Classification: H1, H3, H4

В современном мире рост городов происходит параллельно с противоположным процессом — городским сжатием, одной из причин которого является депопуляция. Проблема городского сжатия остро стоит в Арктическом регионе России. Арктические города, образованные в начале XX века как стратегические центры освоения Севера, с 1990-х годов испытывают отток населения в результате перехода от плановой к рыночной экономике. Например, в период с 1989 по 2020 год население города Апатиты Мурманской области сократилось на 37 % — с 88 тыс. до 55 тыс. чел. Такое значительное сокращение численности населения города, с одной стороны, подразумевает адаптацию жилищного фонда, объектов социальной инфраструктуры и жилищно-коммунального хозяйства, а с другой — требует поиска новых моделей стратегического и пространственного развития. За рубежом как в научной, так и в практической сфере появляются новые подходы к планированию городов с сокращающимся населением. В российской академической среде тема планирования депопулирующих городов только начинает развиваться, при этом в документах стратегического и территориального планирования большинства городов страны проблема не поднимается или же для ее решения предлагаются противоречивые меры. Такой подход едва ли может быть успешен, поскольку закладывает нереалистичные траектории развития города. Поэтому важна активизация дискуссии вокруг проблемы планирования депопулирующих городов России. Авторы статьи рассматривают этот вопрос на примере города Апатиты. Цель статьи — предложить варианты дальнейшего развития города Апатиты с учетом известных примеров развития в условиях городского сжатия. Авторы анализируют ряд документов стратегического и территориального развития города Апатиты и Мурманской области с точки зрения учета ими демографических трендов. Анализ обнаруживает противоречия между закладываемыми в документ демографическими прогнозами и предлагаемыми мерами. Опираясь на зарубежные практики стратегического планирования сжимающихся городов, авторы предлагают приоритетные направления стратегического развития города Апатиты. В заключение обосновывается вывод о возможности стабилизации численности населения города Апатиты за счет развития научной и туристической сфер.

State and local governments have stepped up research on innovative approaches to the provision of basic public services. The purpose of this study is to determine the blockchain impact on the efficiency of public administration in the sphere of state (municipal) services.The study illustrates the advantages and problems of blockchain on the example of its application and implementation in government bodies at various levels with an analysis of international experience. According to international experience, new technologies can improve the efficiency of service delivery, therefore, this study appeals to the importance of supportive policies for improving the results of using blockchain in the sphere of public administration of state (municipal) services.In the end, the authors determined that the introduction of blockchain in the sector of state (municipal) services, on the one hand, has several advantages (cost reduction, immutability (minimization of the risk of losing documents), elimination of intermediaries (network decentralization), distribution of information storage (lack of a single center vulnerability), openness of transactions and demonstration of innovative potential), on the other hand, several problems (the problem of trust and security, invasion of privacy and violation of constitutional rights, inequality in access to technology, changing legislation in accordance with new technologies, slow and costly implementation process).

Current trends of digital transformation show that artificial intelligence is one of the most relevant and popular digital technologies, which is used to solve a wide range of problems related to the practice of public administration and the provision of municipal services. Artificial intelligence is becoming more and more popular both in public administration and in the practice of organizing the work of local governments, in the development and implementation of plans for the efficient use of municipal resources. The aim of the study is to determine the main vectors of the introduction of artificial intelligence in the practice of municipal government based on the analysis of foreign experience of digital transformations. Research methods. Comparative analysis has been used to study the experience of implementing digital artificial intelligence technology in countries that are leaders in the digitization of public administration and the development of GovTech. The structural-functional method has been used to determine the main vectors of the use of artificial intelligence in municipal government. The results of the study showed the wide world practice of using artificial intelligence in the sphere of municipal government and the latest opportunities for its implementation in the practice of local self-government in Ukraine. Conclusions. Digital transformation of control, based on artificial intelligence, can be recognized as such one only as a result of full-scale digitization of the entire data set. collected and used in public administration, automation of this process and radical increase of data processing by artificial intelligence technologies that will significantly improve the quality of work, both municipal and government agencies.

Türkiye her dönemde göç hareketlerinin yöneldiği coğrafyalardan biri konumundadır. Son 10 yıldır kitlesel akınla gelen ve geçici koruma statüsü altında bulunan 3,5 milyondan fazla Suriye uyruklu yabancının yanında farklı statülerdeki diğer yabancılar da eklendiğinde hâlihazırda 5 milyondan fazla yabancı bugün Türkiye’de yaşamaktadır. Çalışmada Türkiye’ye gelen kişiler, statüleri bakımından ayrım gözetilmeden “yabancı” çatı kavramı altında değerlendirilmektedir. Çalışmayı önceki çalışmalardan ayıran özgünlük, Türkiye’de belediyelerin göçmen, düzensiz göçmen, sığınmacı gibi herhangi özel bir statüde daraltmadan tüm yabancılara sunduğu hizmetleri geniş çaplı incelemesidir.Belediyeler, vatandaşların ihtiyaçları için kurgulanmış yönetim birimleri olsa da kentlerde yaşayan yabancılara da kaçınılmaz olarak hizmet sunmaktadırlar. Araştırmanın temel hipotezi, Türkiye’de belediyeler tarafından sunulan hizmetlerin kentte yaşayan yabancıların statüsüne, uyruğuna, kentin bulunduğu yerin sosyoekonomik özelliklerine göre değişiklik göstermesi ve belirli bir standardının bulunmamasıdır. Bu kapsamda, çalışmada belediyelerin yabancılara sundukları hizmetler, Türkiye’de bulundukları farklı statülere ilişkin veriler analiz edilerek ele alınmaktadır. Yabancıların yoğun şekilde yaşadıkları büyükşehirler ile bazı ilçe belediyelerinin kurumsal yapıları, internet sayfaları, faaliyet raporları içerik analizi yöntemiyle incelenmektedir. Hizmet sınırların belirginleşmesi için yabancılarla sıklıkla etkileşim halinde olan 10 büyükşehir belediyesi ve 11 büyükşehir ilçe belediyesi incelenerek mevcut durumu tespit edilmeye çalışılmaktadır. Buradan hareketle kentsel alanda yabancılara yönelik kamu hizmetlerinin sunumunda bir model önerisi geliştirilmektedir., In the last 10 years, more than 3.5 million Syrian nationals came with a mass influx and are under temporary protection; more than 5 million foreigners currently live in Turkey when other foreigners with different statuses are added. In the study, people who come to Turkey are evaluated under the concept of “foreigner” without any discrimination in terms of their status. The originality that distinguishes the study from previous studies is that it extensively analyzes the services provided by municipalities in Turkey to all foreigners without narrowing it to any special status such as immigrants, irregular immigrants, asylum seekers. Although municipalities are administrative units designed for the needs of citizens, they inevitably provide services to foreigners living in cities. The main hypothesis of the research is that the services provided by the municipalities in Turkey vary according to the foreigner’s status, nationality, socio-economic characteristics of the place where the city is located, and there is no specific standard. The secondary data are analyzed by content analysis method. To clarify the borders of services, 10 metropolitan and 11 metropolitan district municipalities are examined. From this point of view, a model proposal is developed to provide public services for foreigners in the urban area.

The purpose of this study is to assess blockchain’s impact on the activities of various structures and bodies of the state administration. The levels of blockchain development and blockchain 3.0 characteristics, which can be used for organizational and managerial decisions when building digital systems of a service nature, are considered. The deficiencies of legal regulation that impede blockchain’s integration into such systems are noted. The international experience, where blockchain is already used at the level of the state administration, as well as state and municipal services, is considered. The authors pay attention to the difficulties of introducing digital technology in the state administration, which not only complicates digitalization but can also create new problems if applying incorrect simplifications of virtual and real systems. The blockchain introduction in state services meets the increased demand of society for openness, accessibility, and absence of bureaucracy and does not interfere with its monopoly on the administrative coercion function.

The article considers project management in state and municipal management, and notes the limitations of its application at the regional and municipal levels. Most municipalities have formed municipal project offices, but the work is carried out exclusively within the framework of the implementation of national projects and is more formal than practical. There is a complexity of perception of new approaches in management. Despite the active widespread introduction of digitalization in municipalities in recent years, there has been a tendency to increase the information closeness of government bodies and departmental structures from each other. The existing system of interdepartmental electronic interaction is currently focused mainly on obtaining the necessary information by the authorities in order to provide individuals and legal entities with state and municipal services. In the field of state and municipal project management, there is a certain information vacuum that prevents various project management participants from effectively performing their functions in the project implementation process. As a solution to this problem, it is proposed to lay the basis for improving the project management system a single digital platform for interdepartmental electronic interaction, combining information about both citizens on the basis of the portal of state and municipal services, and about economic entities (legal entities and individual entrepreneurs), as well as real estate objects accumulated on the basis of the portal of the Federal Tax Service of the Russian Federation, which will allow state authorities and local governments to receive complete information, necessary for the correct management decision - making, including in the field of project management.

The article analyzes the gender factor of differences in Internet activity and use of digital services. The information base includes data from a survey on Russia conducted by the Higher School of Economics and Rosstat, and the results of a sociological survey conducted in the Vologda Oblast in 2020. A comparison is made of the goals of visiting the Internet, the availability and level of development of digital skills, the use of state and municipal services in an online format for men and women using the methods of system-structural and cross-tabulation analysis. Shown that at the everyday level there are elements of the digital gender divide, largely due to gender stereotypes formed in society.

The purpose of this paper is to develop a comprehensive approach to evaluating digitalization of interaction of the state and citizens in the sphere of providing state services. The objectives of the study include the analysis of current Russian and foreign approaches to assessing the digitalization of interaction between the state and citizens; development and testing of a composite indicator methodology for conducting such an assessment in the provision of public services. Materials and methods. When preparing the paper, the authors studied Russian and foreign theoretical and practical approaches to evaluating digitalization of interaction between the state and citizens. The approbation of the digitalization index of interaction between the state and citizens proposed in the article was carried out on the basis of data from a selective federal statistical observation of the Federal State Statistics Service on the use of information technologies, information and communication networks by the population, as well as the data from the Ministry of Economic Development of the Russian Federation. To achieve the objective, theoretical methods (comparative analysis, synthesis, and generalization), modelling, and correlation analysis were used. Results. Based on the analysis of foreign and Russian approaches, their advantages and limitations, the article substantiates the methodology for calculating the digitalization index of interaction between the state and citizens, taking into account the immediate results (the availability of state and municipal services in the electronic form), intermediate results (the demand for the electronic form of service provision) and the final results of digital transformation in the provision of public services (satisfaction of citizens with the quality of services provided in the electronic form), as well as the risks of digital interaction (the level of digital trust of citizens in the interaction with the state). Approbation of the digitalization index of interaction between the state and citizens in the regional context was carried out. To assess the applicability of the proposed index, the correlation dependence of its values and the values of the index components on the level of education of the population, employment, income and urbanization, as well as differences in the availability of information and communication technologies infrastructure was investigated. At the same time, the level of digitalization correlation of interaction between the state and citizens with social factors is higher than with infrastructural ones. This means that to solve the problem of digital inequality in Russian regions, it is not enough to provide universal access to the Internet; factors of human capital development also play an important role in promoting digital channels of interaction. Conclusion. Assessing the digitalization of interaction between the state and citizens requires taking into account various indicators that reflect the immediate, intermediate and final results of such an interaction, as well as the risks associated with the transition to “digit”. In terms of the provision of public services for such an assessment, it is advisable to use the digitalization index of interaction between the state and citizens. Further promising areas of research in the field of assessing the digitalization of interaction between the state and citizens are related to the study of the influence of citizens’ trust in government bodies on the level of digitalization of interaction between the state and citizens, as well as taking into account the interaction of citizens and the state within the framework of other types of state functions (development and implementation of state policy, regulation, control and supervisory activities). The implementation of these directions will require the expansion of the currently available information base.

This paper presents a new non-parametric methodology in which robust frontiers are used to measure the impact of environmental constraints on efficiency. In this approach, a data panel structure is applied to determine which management forms for the delivery of municipal services – public or private, in cooperation or individual – are best suited to the environment where the services are provided. The study method proposed is then applied to analyse the waste collection service provided in Spanish municipalities during the period 2002–2014. The results obtained show that of the management forms considered inter-municipal cooperation adapts best to heterogeneous environmental conditions.

Utility fees have been in the mainstream in recent years, with the State taking all available measures to align payments made by owners and users of individual premises in an apartment building to the constitutional principles of certainty, fairness and proportionality not only de jure but also de facto. In 2020, due to the spread of a new coronavirus infection, the state adopted a number of measures of state and social support for the population, small and medium-sized businesses, in connection with which amendments to the law were introduced. The paper provides a critical review of legislative innovations in the field of housing and utilities payments and synthesis of proposals on measures of state support for housing and utilities organizations providing municipal services. The author examines preferences for citizens and management organizations. One of the most significant trends in the current conditions involves providing support for the population. The author notes the contradictory nature of approved innovations, analyzes their further influence on judicial practice and development of scientific-theoretical thought in the field of housing and civil legislation. The paper critically evaluates the “transformation” of the legislation regulating housing and utilities (communal services) fees. The main idea of the paper is the fact that in the current difficult situation the state should provide full support to organizations connected with housing and utilities to stabilize the society and the State as a whole.

ZusammenfassungKinder- und Jugendgesundheitsdienste (KJGD) als eine kommunale Struktureinheit des deutschen öffentlichen Gesundheitssystems sind mit der Gesundheitsfürsorge für Kinder, Jugendliche und Familien befasst. Wesentliche Aufgaben sind in den Gesundheitsdienstgesetzen der Bundesländer festgelegt und umfassen Tätigkeiten in, für und mit Betreuungs- und Bildungseinrichtungen. Seit Beginn der COVID-19-Pandemie haben sich die Tätigkeiten der KJGD deutlich verändert. In dem vorliegenden Beitrag werden die Aufgaben während der Pandemie dargestellt. Grundlage ist eine Befragung von KJGD-Leitungen in 11 Kommunen im Bundesland Nordrhein-Westfalen im Oktober 2020.Der KJGD wird während der Pandemie stark in den Infektionsschutz in Kitas und Schulen eingebunden. Dazu gehören Kontaktpersonennachverfolgung, Abstrichentnahme, Beratung, Teilnahme am Krisenstab, Quarantäneüberwachung und Datenerfassung. Originäre Tätigkeiten müssen in vielen Bereichen vollkommen eingestellt oder zumindest stark eingeschränkt werden. Betroffen sind u. a. die Aufgabenbereiche Betriebsmedizin, Gutachten, Schuleingangsuntersuchungen, Feststellung sonderpädagogischer Unterstützungsbedarfe, Gesundheitsberichterstattung, Kooperationen mit Kinderschutz und Frühen Hilfen, Ausbruchsmanagement für andere Erkrankungen und Schließung von Impflücken.Die Folgen des Aussetzens originärer Tätigkeiten sind noch nicht abzusehen, so z. B. jene von fehlenden Schuleingangsuntersuchungen. Die Wiederaufnahme der Tätigkeiten ist dringend erforderlich. Im Interesse der kommunalen Daseinsvorsorge ist der KJGD ein unverzichtbarer Health-in-all-policies-Akteur, Koordinator und Garant dafür, dass Kinder und Jugendliche nicht nur physisch gesund und von Infektionen verschont bleiben, sondern auch in ihrer Entwicklung und Teilhabe unterstützt werden.

Waste generation in the life of people and enterprises is an inevitable process today. The level of utilization of municipal waste has increased on average to 23 % in Belarus. The paper provides an assessment of the existing systems for the collection and disposal of waste solid household items based on technological stages (preparation of waste for loading into a garbage collection vehicle; organization of temporary storage of waste in households, at enterprises; collection and removal of waste from the territories of households, organizations and enterprises; neutralization, processing and recycling of waste). The consequences of untimely collection of solid household and industrial waste are considered in the paper. The paper presents the factors that have a harmful effect on the human environment and the ecology of the territories of settlements and enterprises. An analysis of the effectiveness of the timely removal of such components in the systems of municipal services of cities and enterprises as an important component providing social, economic and environmental significance is given in the paper. At the present stage of the development of technology and available technologies, one of the most rational and economically justified ways of delivering waste to the areas for their sorting and processing is vacuum transportation using pipeline transport. Its application is justified for industrial zones and settlements with high and medium population density. Moreover, such a pipeline can be laid next to existing pipeline and other transport communications.

The financial provision of state and municipal services is being actively improved at the legislative level, and therefore is the subject of interest of jurisprudence and economics, which determines the relevance of the chosen topic. Purpose: to study scientific literature on the theoretical foundations of the concept of «finance», and regulatory legal acts of the Russian Federation related to the concepts of «financing» and «state task» for disclosing the concepts of financial provision of state and municipal services in the sphere of education. Methods: the authors use the empirical methods of comparison, description, interpretation, legal-dogmatic and as well as the method of interpretation of legal norms. Results: the authors’ interpretation of the concept of «state task» is given, it is concluded that the state task is a financial instrument in the budgetary sphere.

The subject of the study is administrative barriers in the provision of public services to individuals and business entities in the Russian Federation. The article proposes methods of analysis of the quality of providing public and municipal services to the population and economic entities. The paper investigates the degree of openness of public authorities. The authors propose a systematic approach to the study of the causes and conditions of administrative barriers, as well as an effective universal system of measures designed to eliminate such barriers and improve the quality of the state’s response to public requests. The paper studied methods of combating administrative barriers in a practical application with the establishment of the main techniques and methods of public administration, the methodology for eliminating administrative barriers. The authors analyze the role of self-regulation, professional communities and social networks in removing administrative barriers.

Infrastructure crises are not only technical problems for engineers to solve—they also present social, ecological, financial, and political challenges. Addressing infrastructure problems thus requires a robust planning process that includes examination of the social and ecological systems supporting infrastructure, alongside technical systems. An integrative Social, Ecological, and Technological Systems (SETS) analysis of infrastructure solutions can complement the planning process by revealing potential trade-offs that are often overlooked in standard procedures. We explore the interconnected SETS of the infrastructure problem in the US through comparative case studies of green infrastructure (GI) development in Portland and Baltimore. Currently a popular infrastructure solution to a wide variety of urban ills, GI is the use and mimicry of ecological components (e.g., plants) to perform municipal services (e.g., stormwater management). We develop the ecological-technological spectrum—or ‘eco-techno spectrum’—as a framing tool to bridge all three SETS dimensions. The eco-techno spectrum becomes a platform to explore the institutional knowledge system dynamics of GI development where social dimensions are organized across ecological and technological aspects of GI, exposing how governance differs across specific forms of ecological and technological hybridity. In this study, we highlight the knowledge system challenges of urban planning institutions as a key consideration in the realization of innovative infrastructure crisis ‘fixes.’ Disconnected definition and measurement of GI emerge as two distinct challenges across the knowledge systems examined. By revealing and discussing these challenges, we can begin to recognize—and better plan for—gaps in municipal planning knowledge systems, promoting decisions that address the roots of infrastructure crises rather than treating only their symptoms.

The work examines the experience of using lean technologies in the work of multifunctional centers in the Lipetsk region. The authors substantiated the need to use lean production in order to improve the quality of state and municipal services. Russia had now developed the necessary legal and regulatory framework, which provided the basis for improving public administration and guaranteeing the quality of services. The article summarizes the results of activities created to implement the policy of the state institutions, which were called multifunctional centers (MFCs) on the example of the Lipetsk region. Since 2019, a pilot project “Lean Region”, aimed at optimizing the internal processes of organizations by minimizing losses through the introduction of lean technologies, was launched in the Lipetsk Region,. In the framework of this event, the implementation of a project aimed at reducing queues, creating comfortable conditions for both applicant and staff to stay in the MFC was launched at the site of the Lipetsk Central Department of the UMFC Lipetsk Region. One of the difficult issues to solve the problem of improving the quality of service is the testing of methods for evaluating the services provided, receiving feedback and implementing measures to improve Various lean production tools, including mapping, have been proposed to improve the delivery of State and municipal services. The analysis of the process of providing state and municipal services in Multifunctional Centers revealed various problems of the MFC's work related to the gaps between online and offline interaction channels, the complexity and multiplicity of visits for different services; with obsolete MFC monitoring system; technical optimization of MFC service, etc., is required. To solve these problems, a set of measures aimed at introducing a knowledge management system, an MFC monitoring system and a technical optimization of the MFC service is proposed.

The article proposes an author's approach to the systematization of legal acts governing the provision of municipal services. At the same time, using the approach of A.Yu. Shumilov to the allocation of levels of legal regulation, the author systematized legal acts governing the provision of municipal services according to the following structure: constitutional level (basic) – middle level – detailing level – local level.

Public corporations have been constantly in the spotlight, with some commentators arguing that they can help governments provide better public services, and others insisting that their governance is simply too complex. Despite this ongoing debate, few studies have researched public-corporation performance. The present study offers empirical evidence of the effects of various forms of corporatisation on public-service costs. In particular, it examines public-service costs incurred under four different forms of governance: public agencies, public corporations, mixed public corporations with minority public ownership, and mixed public corporations with majority public ownership. The analysis considers eight types of public services in 874 Spanish municipalities between 2014 and 2017. The empirical results show that services provided by public corporations are no less costly than those provided by public agencies. In fact, the services offered by mixed corporations with government majorities tend to cost more than those provided by public agencies.

Реформа децентралізації та процес формування спроможних територіальних громад є пріоритетним завданням уряду України. Реформа має на меті сформувати дієву систему місцевого самоврядування задля створення якісного середовища для життя людей, підвищення якості надання муніципальних послуг та забезпечення сталого розвитку регіонів. Реформа базується на європейських принципах організації місцевого самоврядування, що зумовило добровільний характер об’єднання територіальних громад. Було проведено значну підготовчу роботу з впровадження реформи, зокрема затверджено методику формування спроможних громад, що визначала, які соціально-економічні фактори слід ураховувати при ухваленні рішень про добровільне об’єднання та розробленні перспективних планів. Проте результати реформи станом на серпень 2018 року були не досить задовільними: було створено 753 об’єднані територіальні громади, які об’єднали 3 492 окремі місцеві спільноти, хоча відповідно до перспективних планів, затверджених Урядом для 23 областей, 7 913 наявних громад мали утворити 1 206 об’єднаних територіальних громад. Наше дослідження присвячено аналізові процесу добровільного об’єднання територіальних громад у контексті реалізації реформи децентралізації в Україні та виявленню соціально-економічних факторів, що цьому сприяють. У дослідженні було проведено факторний аналіз процесу добровільного об’єднання територіальних громад в Україні в період 2014—2017 рр., на підставі якого визначено соціально-економічні фактори, що є значущими при ухваленні громадами рішення про добровільне об’єднання. Дослідження проводилось за допомогою методу кореляційно-регресійного аналізу зі застосуванням програмного комплексу STATA, було оцінено вплив 24 демографічні та соціально-економічні фактори. Результати дослідження статистичних характеристик економетричних залежностей виявили, що такими факторами є: середній розмір площі землі одного домогосподарства; частка об’єднаних територіальних громад, створених у попередньому році; розмір паїв землі в одному домогосподарстві (своїх та орендованих) і розмір рівня прибутку фермерських господарств у районі.

Purpose: An element of poor service delivery concerns the quality of management on the maintenance of services like water, electricity, roads, schools and clinics. This is a relevant and topical issue for research because of the current situation regarding these provisions in South Africa. This research took place in a Municipality situated in Limpopo Province, South Africa. It is the responsibility of municipalities to ensure that they fulfil their constitutional obligations in the delivery of maintainable, operative and well-organised municipal services through the maintenance of infrastructure. As this country has been subjected to a large number of service delivery complaints, this has led to the motivation of this study. The purpose of this study is to analyse maintenance on municipal infrastructure and service delivery in a local municipality, in particular focusing on the water supply. This research study is aimed at analysing how local municipality conducts its maintenance of municipal infrastructure, seeking to understand the challenge of maintenance on service provided to the communities. Design/Methodology/Approach: To achieve the success of this research, both qualitative and quantitative methods were adopted. A survey questionnaire and structured interview questions were conducted with communities and employees in a municipality in Limpopo Province. Findings: The results of the study revealed that residents are facing water difficulties due to a lack of maintenance and absence of water supply. People are fetching water from the rivers in the nearby community, water which unfortunately is not purified. Furthermore, people have experienced this poor maintenance and service delivery for years, negatively impacting on the community’s standard of living. Originality/Value: The original contribution of this work was to analyse the types of maintenance being used in local municipalities and how it will benefit the communities. To the best of the authors’ understanding, there are no studies that have been conducted in South Africa regarding the impact of maintenance on municipal infrastructure, and this paper aims to fill this gap.

The COVID-19 pandemic has had severe consequences for the older section of the population In this project, we studied how COVID-19 measures have impacted a group of older persons as users of municipal health and care services in Norway We were specifically concerned with how communication works, in terms of the communication channels used, and what this means for the older We also analyzed the users' experiences during the period of COVID-19 restrictions in terms of quality of life In addition, we looked at the municipal service providers' understanding of the situation of the older The data collection was performed mainly in July 2020 when Norway had relatively strict COVID-19 restrictions in relation to health and care services for older residents Our results indicate that COVID-19 restrictions both impaired the quality of life and security and aggravated loneliness Regarding the older and communication, it was crucial to identify channels of communication with which the older are most comfortable The results of this study clearly show that (a) the older had a definite preference for face-to-face personal communication;(b) although the older were familiar with the audio phone call and used it as a substitute for home visits, it reduced their security and quality of life;and (c) video-based media such as smartphones, tablets, and PC were not desirable alternatives to regular voice-based phones

Nowadays many democratic states face the acute problem of even and sustainable regional development. The article studies different trends of organizational changes in the development of local self-governance in connection with social and economic changes. It is found out that the key hindrances for effective development of local selfgovernance are the standard of living of the population, the resource potential, investment appeal, the scale of local self-governance authority, the level of municipal facility infrastructure and low use of informational and advanced technologies in municipal services being rendered. In this aspect we focus on the issue of upgrading the system of strategic management of municipal structures’ development, which could provide an opportunity of identifying their promising directions and with the help of advanced information technologies reach a new level of development. The authors by analyzing academic data, key parameters of development and legislative and organizational principles of local self-governance in the Republic of Armenia prepared recommendations aimed at modernizing the system of municipal structures’ management, which would allow us to build an efficient, flexible and economical system of local self-governance. Findings of the research could be used both in the system of state and municipal governance and in academic research in the field of local self-governance development.

This study explores the intangible factors that influence citizens’ satisfaction from municipality services. Three factors are considered: place attachment, quality of life, and relationship between the municipality and citizens. The study is based on a qualitative and a quantitative analysis. A conceptual framework is formulated using Structural Equation Modeling (SEM). The originality of this study lies in two findings: First, objective tangible factors are not sufficient to develop citizens’ satisfaction from the municipality services. There is a necessity to cultivate a mutual relationship between the municipality and its citizens. Second, the quality of life can influence satisfaction from the services and not vice versa, as assumed in previous research.

Mangrove forest management is becoming increasingly difficult due to increasing pressure from burgeoning mangrove fuel wood dependent coastal population justifying the urgent need for a multi-dimensional participatory approach that brings together all stakeholders into a broad management and governance framework. This paper investigates, analyzes and puts stakeholders’ participation within the framework for mangrove ecosystem management in local communities of Bimbia-Mabeta areas, a prominent mangrove deforestation hotspot in Cameroon. Results from data collected from a survey of three chosen communities and analyzed using relevant statistical tools showed the level of involvement and intervention in the management process of two categories of stakeholders: direct stakeholders (primary) being exploiters and indirect stakeholders (secondary - providing service control, law and enforcement; and tertiary - mainly ecological service beneficiaries). Their respective incomes per annum derived from mangrove resource exploitation activities ranged from 500.000 to 750.000 fcfa ($1000 - 1500) per person for direct exploiters; and indirect (municipal services) 180.000 to 1.800 000fcfa ($360 to 3600) and 360000 to 1.080 000 fcfa ($720-2160) for government services. A matrix and map was constituted to categorize and appreciate stakeholders in terms of their roles, responsibilities, interests, influence for mangrove restoration and level of impact of mangrove degradation on their livelihoods. Perspectives for elaboration of appropriate management and stakeholders’ engagement plans for more efficient governance to enhance sustainable management of mangroves through integrated, multidisciplinary and ecosystem approaches are further discussed. Key words: Mangrove ecosystem management, stakeholders’ involvement, stakeholder’s matrix, stakeholder’s map, stakeholders’ engagement plan, good governance, Cameroon.

The article points to the forms of commercial companies and partnerships, provided for in Polish law, i.e. the Act of 2000 – Commercial Companies Code in conjunction with the provisions of the Act of 1996 on municipal services management, that can be used by a commune to run municipal services management – in particular in the procedure of their incorporation or accession to them by the commune (or holding their shares) – both in the public sphere and outside that sphere, taking into account the diverse views expressed in the literature so far relating to that issues, and extended from March 2021 based on the Act of 2019 amending the Commercial Companies Code with simple joint stock company, a catalogue of commercial companies and partnerships in general, the legal relationship between the provisions of Articles 2, 9 and 10 Act on municipal economy, the specific conditions for the incorporation (and acceding to) by the commune (or holding share rights) of commercial companies/partnerships outside the public service sphere, as well as related legal categories of companies/partnerships acting for the benefit of local government and other companies/partnerships important for the development of the commune, as well as proposals for the law as it should stand (de lege ferenda) in this area.

The primary purpose of this research is to understand the demands and needs of consumers in the services offered by local governments, to reveal what consumer behaviours are and to examine the factors affecting these behaviours with an analytical approach. The main population of the study consists of the heads of the households living in 14 neighbourhoods in the centre of Bingol and receiving service from Bingol municipality. Considering the population in central Bingol, the minimum sample size was determined as 400. The questionnaire was applied in March-June 2017 period. In this study, the questionnaire technique was used as a data collection method. The survey consists of two parts. In the first part, questions were asked to determine the socio-economic and demographic characteristics of the individuals. The second part involves the Scale of Consumer Behaviour in Local Government Services, which consists of 34 questions to question the consumer behaviours of the participants affecting the municipal services. The construct validity of this scale was determined by exploratory and confirmatory factor analyses. As a result of the factor analysis, it has been determined that five types of consumer behaviour are significant and accordingly crucial in local government services. These factors are identified as Environmental Consumer, Participant Consumer, Passive Consumer, Attentive Consumer and Questioning Consumer.

Este texto apresenta um projeto-piloto de desmaterialização de um procedimento inerente à delegação de competências entre o Município de Oeiras e as Juntas/Uniões de Freguesia do Concelho. Num quadro em que as cidades portuguesas começam a apostar mais fortemente nos Sistemas de Informação Geográfica (SIG) para mudar a relação entre cidadãos, espaços e serviços municipais, este projeto é apresentado como um learning case de inteligência territorial. O projeto foi conduzido numa unidade orgânica do município, procurando-se aferir as potencialidades das tecnologias open-source (QGIS 3.6) na governança digital da cidade. A governança digital implica habilitar práticas governativas centradas nos usuários (cidadão e empresas) como cocriadores de serviços e políticas públicas. Nesse sentido, este projeto de digitalização idealiza numa segunda fase o envolvimento e participação dos usuários para que os serviços e as políticas possam ser sustentados nas suas necessidades/preferências. A desmaterialização do procedimento implicou a identificação dos circuitos e fluxos de informação, tipologias documentais envolvidas e responsabilidades associadas a cada atividade, no sentido da sua simplificação, informatização e otimização. A principal aprendizagem deste learning case é a de evidenciar a partir do terreno como pequenos projetos incrementais estão/podem ser ativados para que no futuro uma transformação digital mais profunda possa acontecer. A smartificação liderada pelos municípios (Smart Cities 2.0) está ainda, portanto, numa fase de kick-off que deve ser analisada, especificamente na sua relação com a governança digital, através de casos de aprendizagem para um melhor planejamento e gestão do território. Palavras-chave: Inteligência Territorial. Desmaterialização. Governança Digital. Smart Cities. Learning Case.

In the article, a comprehensive analysis of theoretical aspects of the formation of “e-government” was carried out in the context of the development of new state management. Factors affecting the formation and development of e-government in Russia have been identified.The authors argue that the application of new and improved e-government tools is an important task in the context of improving the efficiency of public and municipal governance. The use of “e-government” technologies and tools makes the process of public administration more open, as citizens receive the necessary level of awareness about the results of the activities of public authorities. The advantages of developing interactive interaction between state administration bodies and citizens through expansion of activities of state ports, multifunctional centers of provision of state and municipal services, as well as state automated systems are justified.

This chapter is devoted to the description of the existing system of training, retraining, and advanced training of state and municipal employees in Russia and the proposal of options for solving the problems facing society and strengthening Russian statehood. The organization of training, retraining, and advanced training of state and municipal employees includes a system of measures to create new, re-profile, and improve existing educational institutions and optimize the mechanisms for competitive selection and selection of trainees and teachers. At the same time, education has a decisive role in training personnel for state and municipal service.

Informe elaborat en el context de desconfinament davant l’emergència provocada per la COVID-19. Report prepared in the context of deconfinement to the emergency caused by COVID-19.

BackgroundPerformance measurement is growing in importance as a management tool in services for disabled people.AimThe aim of this article is to add to the existing literature by exploring (a) the motivation for the introduction of such measurements, (b) the reasoning behind the choice of current indicators, and (c) the impact of performance measurements on service delivery.Methods(1) A study of documents (national and, if available, also local) on the motivation for, choice of, and implementation of quality measurements, and (2) interviews with top and middle managers in community services for people with intellectual disabilities or mental health difficulties.ResultsA varied set of motivations have been identified, including the intention to introduce a more facts-based and transparent governance, the need for information that supports the management of scarce resources, and as a tool in the development of service quality for users. The motivation appears to be dependent on level of government, and the attitude among service unit managers tends to be ambivalent; they want performance measurements but cannot see how to measure the important aspects of service quality. The choice of actual indicators is subject to a process bias; that is, one measures what is easily available in administrative systems. The results concerning impact on services are less clear and also context dependent. We have identified usage in the search for cost-cutting possibilities, defense against critique, and that reporting runs the risk of reinforcing routinization of services.DiscussionThe possible impact on services is discussed. Layers of ambiguity are outlined, as measurements can be tools both for quality development and in the defense of current services against “unrealistic demands” from the media or stakeholders. The measurements tend to be used more as sources of governance information than tools for quality development.ConclusionThe impact of quality measurement is rather ambiguous. On the one hand, it functions as a tool for budget control, whereas on the other hand, unit managers call for better measurement of user outcomes and expect that such measurement can balance the current preoccupation with input indicators, such as expenditures.

Therese Dwyer Løken, Marit Kristine Helgesen, Catharina Bjørkquist Faculty of Health, Welfare and Organisation, Østfold University College, Halden, NorwayCorrespondence: Therese Dwyer Løken, Østfold University College, Post Box 700, Halden, 1757, Norway, Tel +47 92062944, Email therese.d.loken@hiof.noPurpose: Fragmentation in health and social care services can result in poor access to services, lack of continuity and inadequate provision for needs. A focus on integration of services are thus suggested to prevent negative consequences of fragmentation for service recipients. There are, however, few studies that explore the competence needed for integration of services in municipal health and social care organizations. This study explores which types of competence stakeholders require and how collective competence can promote service integration.Methods: This is a single-case study, and the data consist of focus group interviews and individual interviews with service recipients, family caregivers, professionals and managers. The data were analysed both inductively and deductively.Results: The analysis resulted in four main themes: 1) Knowledge about individual life situations and organization and system, 2) investigation competence, 3) person-centred collaboration competence and 4) facilitating competence. The themes form the basis for a collective competence framework that can promote service integration.Conclusion: As service integration involves a high degree of interlinked activities between professionals and organizational units, a collective approach to the concept of competence is presumably applicable. When service integration competence is approached as a collective attribute of a network within and between organizational units, the organization can facilitate this competence by encouraging an active exchange of knowledge between professionals. We also argue that service integration competence increases connectivity and interdependency between professionals and organizational units, and includes service recipients and family caregivers as legitimate extra-professional parts of the collaborative network.Keywords: fragmentation, care coordination, interdependency, extra-professional involvement, health and social services, municipal services

Citizen demand for quality public services is increasing, and improvements in the provision of public services affect citizen satisfaction and loyalty. This research is to evaluate citizens’ loyalty to municipal officials on the quality of public services provided by the municipality. The measurement is made through a household-level survey, with a sample of 428 valid questionnaires, in a rural parish of Tengel in Guayaquil, following the American Customer Satisfaction Index (ACSI). This study used the Warp-PLS 7.0 software with a structural equation model to evaluate the seven hypotheses raised. A new component is included in this research: the effect of perceived quality in the provision of municipal services in rural areas on the value ratio perceived by the citizen and overall satisfaction. The results obtained allowed us to observe that the loyalty of the citizen to the elected municipal officials depends on citizen satisfaction with the public services provided by the municipal administration in rural areas. In addition, the quality perceived by the citizen modulates at different levels the relationships between the perceived value and the citizen satisfaction. Areas of improvement in the provision of public services such as municipal police, firefighters, veterinary services, parking services and address information were identified. The findings would allow local public administrators to take action to improve the services provided in rural areas in order to maintain the loyalty of citizens.

Danışman: DOÇ. DR. HAKAN YILDIRIM Yer Bilgisi: İstanbul Gelişim Üniversitesi / Lisansüstü Eğitim Enstitüsü / İşletme Ana Bilim Dalı Konu: İşletme = Business Administration, Bu araştırmanın amacı vatandaşların belediyenin sunmuş olduğu hizmetlerden memnuniyet düzeylerinin ölçülmesidir. Aynı zamanda katılımcıların belediye hizmetlerinden memnuniyetleri; yaş, cinsiyet, çocuk sahibi olma, eğitim durumu, gelir düzeyi, meslek durumu değişkenlerine göre incelenmiştir. Bu araştırmanın evrenini İstanbul'da ikamet eden kişiler oluşturmaktadır. Araştırmanın örneklemini ise İstanbul Büyükşehir Belediyesinden hizmet almış olan ve İstanbul'da ikamet eden katılımcılar oluşturacaktır. Araştırmada örnekleme yöntemi olarak basit rastgele örnekleme kullanılmıştır. Araştırmada veri toplama aracı olarak kişisel bilgi formu ve belediye vatandaş memnuniyet ölçeği kullanılmıştır: Araştırmanın tüm verileri SPSS 23.0 paket programında analiz edilmiştir. Araştırmada verilerin normal dağılım gösterip göstermediğini ölçmek için Shapiro-Wilk testi uygulanmıştır. Çalışmada kullanılan veriler normal dağılım gösterdiği için parametrik testler uygulanmıştır. Çalışmada ikili grupların karşılaştırılmasında T testi, üç ve daha fazla grup için Anova testi uygulanmıştır. Araştırma sonucunda elde edilen bilgilere göre; katılımcıların belediye memnuniyet ölçeğinden almış oldukları toplam puanları yüksek seviyededir. Aynı zamanda katılımcıların belediye memnuniyet ölçeği alt boyutlarından aldıkları puanlara bakıldığında; ulaşım ve trafik, kültür ve eğlence, sosyal yardım hizmetleri memnuniyet puanları orta seviyede, çevre ve sağlık hizmetleri, sosyal tesis hizmetleri memnuniyet puanları ise yüksek seviyede olduğuna ulaşılmaktadır. Katılımcıların belediye memnuniyet ölçeği toplam puanları, belediye memnuniyeti ölçeği alt boyutları olan; ulaşım ve trafik hizmetleri, kültür ve eğlence hizmetleri, çevre ve sağlık hizmetleri, sosyal yardım hizmetleri, zabıta hizmetleri, sosyal tesis hizmetleri puanları cinsiyetlerine, çocukları olup olmamasına, gelir durumlarına göre istatistiksel olarak anlamlı bir farklılık göstermemektedir. Katılımcıların belediye memnuniyet ölçeği toplam puanları yaşlarına göre istatistiksel olarak anlamlı bir farklılık göstermektedir. Katılımcıların belediye memnuniyeti ölçeği alt boyutları olan; ulaşım ve trafik hizmetleri, çevre ve sağlık hizmetleri, zabıta hizmetleri puanlarına yaşlarına göre istatistiksel olarak anlamlı bir farklılık gösterirken, kültür ve eğlence hizmetleri, sosyal yardım hizmetleri, sosyal tesis hizmetleri puanları yaşlarına göre istatistiksel olarak anlamlı bir farklılık göstermemektedir. Katılımcıların belediye memnuniyet ölçeği toplam puanları eğitim durumlarına göre istatistiksel olarak anlamlı bir farklılık göstermemektedir. Katılımcıların belediye memnuniyeti ölçeği alt boyutları olan; ulaşım ve trafik hizmetleri, kültür ve eğlence hizmetleri, çevre ve sağlık hizmetleri, sosyal yardım hizmetleri, sosyal tesis hizmetleri puanları eğitim durumlarına göre istatistiksel olarak anlamlı bir farklılık göstermemektedir. Ancak zabıta hizmetleri memnuniyet puanları eğitim durumlarına göre istatistiksel olarak anlamlı bir farklılık göstermektedir. Katılımcıların belediye memnuniyet ölçeği toplam puanları mesleklerine göre istatistiksel olarak anlamlı bir farklılık göstermektedir. Aynı zamanda katılımcıların belediye memnuniyeti ölçeği alt boyutları olan; ulaşım ve trafik hizmetleri, çevre ve sağlık hizmetleri, zabıta hizmetleri puanları da mesleklerine göre istatistiksel olarak anlamlı bir farklılık gösterirken, kültür ve eğlence hizmetleri, sosyal yardım hizmetleri, sosyal tesis hizmetleri puanları mesleklerine göre istatistiksel olarak anlamlı bir farklılık göstermemektedir., The aim of this research is to measure the satisfaction level of citizens with the services provided by the municipality. At the same time, participants' satisfaction with municipal services measured according to; age, gender, having a child, educational status, income level, and occupational status. The data of this research consists of people living in Istanbul. The sample of the research is the participants who have received service from the Istanbul Metropolitan Municipality and who lives in Istanbul. Simple random sampling was used as the sampling method in the study.Personal information form and municipal citizen satisfaction scale were used as data collection tools in the research: All data of the research were analyzed in the SPSS 23.0 package program. In the study, Shapiro-Wilk test was applied to measure whether the data showed a normal distribution.Since the data used in the study showed normal distribution, parametric tests were applied. T test and Anova test of three or more groups were used to compare paired groups in the study. According to the information obtained as a result of the research; The total scores of the participants from the municipality satisfaction scale are high. At the same time, when we look at the scores of the participants from the sub-dimensions of the municipality satisfaction scale; Transportation and traffic, culture and entertainment, social assistance services satisfaction scores are at a moderate level, while environmental and health services and social facility services satisfaction scores are high.The total scores of the participants' municipality satisfaction scale, the sub-dimensions of the municipality satisfaction scale; transportation and traffic services, culture and entertainment services, environment and health services, social assistance services, police services, social facility services scores did not show a significant difference according to their gender, whether they have children or not, and their income status. The total scores of the participants' municipality satisfaction scale show a significant difference according to their age. The sub-dimensions of the participants' municipality satisfaction scale; While transportation and traffic services, environment and health services, and municipal police services showed a significant difference according to their age, cultural and entertainment services, social aid services, social facility services scores did not show a significant difference according to their age.The total scores of the participants' municipality satisfaction scale do not show a significant difference according to their educational status. The sub-dimensions of the participants' municipality satisfaction scale; Transportation and traffic services, culture and entertainment services, environment and health services, social assistance services, social facility services scores did not show a significant difference according to their educational status, but the satisfaction scores of municipal police services showed a significant difference according to their educational status showed a significant difference. At the same time, the sub-dimensions of the participants' municipality satisfaction scale; Transportation and traffic services, environment and health services, and police services scores also showed a significant difference according to their professions, but culture and entertainment services, social aid services, social facility services scores did not show a significant difference according to their professions.