Gyventojų ir paslaugų gavėjų dalyvavimas teikiant viešąsias paslaugas: Utenos rajono savivaldybės „Transporto organizavimo“ atvejo analizė
Vaškelienė, Aistė |
Recenzentas / Rewiewer |
Licencinė sutartis Nr. MRU-EDT-1792.
Šiame magistriniame darbe nagrinėjama gyventojų ir paslaugų gavėjų dalyvavimo įtaka viešųjų paslaugų planavimui ir teikimui Utenos rajono savivaldybėje, ypatingą dėmesį skiriant „Transporto organizavimo“ paslaugai. Darbo tikslas – išanalizuoti, kaip gyventojų įsitraukimas į šios paslaugos kūrimo ir teikimo procesus gali pagerinti paslaugų kokybę ir prieinamumą, ypač kaimiškose vietovėse, kur viešojo transporto paslaugos yra ribotos. Tyrimas remiasi mokslinės literatūros analize, anketine apklausa ir statistine duomenų analize. Rezultatai rodo, kad gyventojų įsitraukimas gali padidinti pasitenkinimą paslaugomis ir pagerinti paslaugų teikimo efektyvumą, tačiau dalyvavimo procesą riboja įvairūs socialiniai, ekonominiai ir instituciniai veiksniai. Šio darbo rezultatai gali būti naudingi tobulinant viešojo transporto paslaugų teikimą ir skatinant gyventojų dalyvavimą paslaugų kūrimo procesuose mažesnėse savivaldybėse.
The involvement of residents and service recipients in the provision of public services is becoming increasingly important in order to ensure the quality, accessibility and compliance of services with consumer needs. This is especially relevant in the field of transport organization in regions where there are challenges in terms of accessibility of services, lack of resources, social exclusion and demographic challenges. In the context of Utena district municipality, despite the ongoing public transport development initiatives, resident participation often remains fragmented. This work aimed to analyze the influence of residents' participation on the planning and implementation of public services in the Utena district municipality, with special attention to the "Transport Organization" service. The study examined two problematic questions: (1) what factors encourage or limit residents' involvement in the planning, improvement and evaluation of public services; (2) what social, health or economic factors determine the need to use the transport service. To achieve the goal of the study, three tasks were set, including the analysis of the theoretical basis, the assessment of legal regulation and the conduct of an empirical study. The study was conducted using a quantitative method - an anonymous questionnaire survey, in which 167 residents of the Utena district participated. The data were analyzed using the SPSS program. The results of the study showed that the transport organization service is especially needed by older people and residents of rural areas. However, their participation in the creation and improvement of services remains limited - usually due to a lack of information, complex forms of involvement or low activity. Respondents identified the following main problems: limited service availability, long waiting times, logistical challenges and insufficient information dissemination. Statistical analysis confirmed the relationships between social and health factors and frequency of service use. The conclusions of the work revealed that the involvement of residents strengthens democracy, trust in institutions and the quality of public services. In order to achieve more efficient provision of transport services, it is necessary to improve the dissemination of information, develop cooperation between institutions and communities, and implement the principles of co- creation.