DO NEW CIRCUMSTANCES CHANGE ROUTINES? PUBLIC ADMINISTRATION AND SERVICE DELIVERY DURING THE COVID19 PANDEMIC IN THE WESTERN BALKANS
DO NEW CIRCUMSTANCES CHANGE ROUTINES? PUBLIC ADMINISTRATION AND SERVICE DELIVERY DURING THE COVID19 PANDEMIC IN THE WESTERN BALKANS

Author(s): Stefan Stojković
Subject(s): Governance, Public Administration
Published by: Centar za evropske politike CEP
Keywords: PUBLIC ADMINISTRATION ; COVID 19 ; WESTERN BALKANS
Summary/Abstract: The COVID-19 outbreak introduced signicant changes in our everyday lives. Online platforms for video communication andcommerce sales are booming, while the population is, by and large, changing its habits. Particularly hit are service delivery systemswhere both service providing institutions and their clients had to accommodate to the new modes of interaction. In this way, thepandemic has also raised important questions about the nature and quality of administrative services in these extraordinarycircumstances. As our direct contacts with institutions have been minimized, the relevance of electronic services (e-services) asprimary means of interaction with public administration gains importance.

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