NOVIM TEHNOLOŠKIM RJEŠENJIMA DO INTELIGENTNE JAVNE UPRAVE
NEW TECHNOLOGICAL SOLUTIONS TO INTELLIGENT PUBLIC ADMINISTRATION

Summary/Abstract: We live in an era of radical and rapid changes. The services provided by public administration are not keeping up with these changes. This work focuses on the digitalization of public administration, and the measures that should be taken to change its way of working and service provision. We examine the current state of its services to propose new solutions for work processes and service delivery. We suggest new concepts, namely self-service and service offering. For the public administration to offer its service to users, it must adopt a new concept based on artificial intelligence. In this paper, along with the new concepts of self-service and service offering, we also suggest how to implement artificial intelligence in public administration operations. The new solutions would enable service users to have a choice of how to access the services they need. At the beginning of 2023, IUT conducted a study aimed at examining the state of new technology use in Balkan countries, especially in their public administrations. We investigated how prepared the survey participants were to accept new concepts of self-service and service offering. Only a small portion of the results from this study is presented in this paper.

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