Public services management system to improve the quality and accessibility of services

   

Project no.: 13.1.1-LMT-K-718-05-0019

Project description:

Many countries in the world, regardless of their level of development, are facing challenges in the quality and accessibility of public services. The delivery of quality public services making them accessible to all members of society is present on the government agenda in many countries. Organizations responsible for the administration and / or delivery of services are looking for ways to improve them. Caused by the COVID-19 pandemic the quarantine and post-quarantine periods in 2020’s and 2021’s highlighted the gaps in public services management in Lithuania and other countries, i.e. the accessibility of public services has declined while many public services have been
restricted and some public services haven’t been provided at all.
The purpose of this project is to propose the Public services management system that is based on the logic of the Business model and expose how public services administrator or provider creates, conveys and captures value using management methods and tools ensuring continuous improvement of services quality and accessibility. The analysis of scientific knowledge and practical experience shows that there is a lack of systematic public services management scientific knowledge and methodological tools and the practice of their application. The analysis of scientific knowledge and practical experience shows that there is a lack of systematic scientific knowledge, methodological tools and application practices in public services management. The aim of the project is to develop the Public services management system that would ensure a continuous increase in the quality and accessibility of public services in an uncertain, complex and dynamic environment. This research is based on the integration of the logic of the Business model and the three dimensions of User experience management, Design thinking methodology and Agile practices within the Public services management system. This would facilitate systemic changes in the public services delivery process and the development of an inclusive society.
This project corresponds to the theme of the Smart Specialization Area “Inclusive and Creative Society” “Socio-cultural innovations for the creation of society development products and services, innovative business models “ and to the priority of smart specialization to encourage the development of non-technological innovations in Lithuania.

Project funding:

This research project is funded by the European Regional Development Fund according to the 2014–2020 Operational Programme for the European Union Funds’ Investments, under measure’s No. 13.1.1-LMT-K-718 activity “Research Projects Implemented by World-class Researcher Groups to develop R&D activities relevant to economic sectors, which could later be commercialized”. Funded as part of the European Union’s response to the COVID-19 pandemic


Project results:

During the project there will be developed the Public services management system encompassing public services management methods, tools and implementation guidelines. After the verification of the Public services management system in relevant environment and its’ refinement there will be achieved 7th technological readiness level (TRL) (system prototype). This system will be set out in the Methodological guidelines for public services administrators and providers.

Period of project implementation: 2021-11-03 - 2023-08-31

Project coordinator: Kaunas University of Technology

Head:
Eglė Gaulė

Duration:
2021 - 2023

Department:
Faculty of Social Sciences, Arts and Humanities, Institute of Social Sciences, Arts and Humanities