DIGITALIZATION OF PUBLIC SERVICES IN KOSOVO - INCREASING INSTITUTIONAL TRANSPARENCY, ACCOUNTABILITY, REDUCING CORRUPTION AND CITIZENS' ACCESS TO PUBLIC SERVICES.

This research paper brings the analysis on the impact of the digitization of public services in increasing transparency, institutional accountability and citizens' access to digitized public services in Kosovo. Digitization with dynamic developments in the field of technology remains almost surpassed as a concept and approach for the modernization of Public Administration, namely the deployment of public services on digital platforms. Digitization is an extremely complex and demanding process with particular emphasis on societies where the institutional culture is challenged by various problems such as lack of accountability, limited transparency, the presence of corruption, the lack of sustainable economic development, an education system that has not been achieved to adapt to the demands of the labour market as well as the last but not least the importance where disadvantaged groups in all their diversity are recognized and protected by the legal framework but their inclusion in practice is at an unsatisfactory level as a result of not being priority during policy planning and their budgeting. Therefore, it is of scientific interest, but simultaneously for the creation of applicable policies that aim to regulate and improve the access of citizens to public services, and to increase accountability, transparency, and reduce corruption in the Public Administration sector to analyse how and how much through the digitalization of public services, such an increase of the system in the service of citizens is possible, and what does digitalization actually bring. [ABSTRACT FROM AUTHOR]