Challenges for the development of e-services in local governments

Summary

Abstract

The aim of the paper is to outline the concept of e-services and to explain the challenges of e-government solutions, then to present the public e-services model with examples of applied tools and solutions in local government units and an attempt to assess the possible benefits of its implementation in the managerial decision making at local level. Technological advances, new ICT tools and the Internet of Things, as well as the opportunities provided today by the acquisition of big data, mean that management at the local level can be not only simpler but also more efficient. Combining this data and analyzing it in a proper manner through smart solutions can help to identify problems, possible improvements but also to forecast trends for better service delivery. Smart cities, and by extension smart local managers, are already using these tools today. Smart solutions are employed not only for electoral purposes but above all to optimize energy consumption, improve the management of public assets, and to streamline public services. Nevertheless, these changes require effective leadership at the local level. A haphazard approach to harnessing the benefits of the internet revolution causes issues with interoperability for the implemented systems, and results in the dispersion of large quantities of data across different databases; furthermore, it degrades the quality of the provided information. In the wake of this fact, successful implementation of smart and e-government solutions requires effective leadership and a thorough strategy. It is not only a challenge of the present day, but also an inescapable necessity.

Keywords: public management, e-government, local government, ICT, smart city, smart management

Introduction

The emergence of modern techniques and new communication tools, most notably the internet, has revolutionized the approach to delivering public services and communicating with stakeholders. New communication channels have given rise to the so-called social media, as well as useful applications, shopping platforms, e-commerce, e-banking, elaborate websites, e-mail, etc. This clearly demonstrates an awareness about the benefits of transferring more elements of the business into virtual space. The whole process has been accelerated since it has become a necessity as a result of the COVID-19 restrictions. There have also been a number of transformations in the public sector, for which the development of e-services has been an opportunity not only to improve civic awareness and build an information society, but also to increase management efficiency, minimize costs and create a better image overall.