CITIZENS' INSIGHTS ON DIGITAL GOVERNANCE IMPACT IN TIRANA DISTRICT, ALBANIA
CITIZENS' INSIGHTS ON DIGITAL GOVERNANCE IMPACT IN TIRANA DISTRICT, ALBANIA

Summary/Abstract: The digitalization of public services in Albania has been a transformative leap that has significantly improved the interaction between the government and its citizens. In an era marked by rapid technological advancements, the Albanian government has taken substantial strides toward modernization and widespread technological utilization in its services by establishing an online platform. This study aims to explore the impact of this digital transformation on public services in Albania, focusing on citizens' perspectives. Through a structured questionnaire administered to 385 respondents in developed cities within the Tirana District (including Rrogozhina, Kavaja, Vora, Kamza, and Tirana) from May 2023 to August 2023, this research assesses citizens' utilization and perceptions of digital public services. The goal is to determine inclusivity, equality, information adequacy, service availability, and the advantages and challenges encountered during this modernization process. Findings suggest that digitalization has notably streamlined administrative processes, providing citizens with faster and more straightforward experiences. Data analysis reveals that 95% of participants were registered on the e-Albania platform and owned smartphones. However, 82% of respondents sought assistance from acquaintances rather than directly accessing services via the e-Albania Portal. For a more comprehensive digital transformation, sustained investments in technological infrastructure and information security by Albanian authorities are crucial. Equally critical is educating and training citizens in digital skills and the benefits of online services, ensuring a broader and more successful adoption of these services. These efforts will contribute to a more inclusive, efficient, and citizen-centric digital landscape in Albania.

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