Pogostost zahtev strežbe po posameznih tipih storitve

Kralj, Aljana

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Title:	Pogostost zahtev strežbe po posameznih tipih storitve
Authors:	ID Kralj, Aljana (Author) ID Ferjan, Marko (Mentor) More about this mentor...
Files:	UN_Kralj_Aljana_2016.pdf (992,20 KB) MD5: 3BD21E07CC790D4B92056A24BFFE2D17
Language:	Slovenian
Work type:	Bachelor thesis/paper
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	Javna uprava in njene storitve predstavljajo nepogrešljiv del našega vsakdana. Pomemben del javne uprave so upravne enote, ki so z delovanjem začele s 1.1.1995. Z razdružitvijo nekdanjih občin so prevzele izvajanje nalog, ki so v pristojnosti države. Kljub temu ljudi še vedno pogosto slišimo reči, da grejo na občino, čeprav grejo dejansko na upravno enoto. Upravne enote nam nudijo raznovrstne storitve.Zadolžene so npr. za izdajo osebnih izkaznic, potnih listov, gradbenih dovoljenj. Za zadovoljstvo uporabnika s storitvijo in delom upravnega organa naj bi bila upravna storitev čim bolj enostavna, hitro in kakovostno opravljena ter dostopna, uradnik, ki jo izvaja, pa strokoven in prijazen. Namen raziskave diplomskega dela je bil ugotoviti, koliko od obravnavanih desetih različnih tipov storitev so državljani opravili na Upravni enoti Tržič in koliko na Upravni enoti Ruše, ki spadata med majhni, med seboj primerljivi upravni enoti. V okviru raziskave sem s pomočjo statističnih podatkov, ki sem jih pridobila iz vsebinskih poročil o delu obeh upravnih enot, odgovorila na zastavljena vprašanja. Zanimalo me je, ali posamezni dejavniki, kot so število prebivalcev, razvitost območja in demografska struktura, vplivajo na pogostost vloženih zahtevkov strank in koliko upravnih zadev ter drugih upravnih nalog na zaposlenega je bilo rešenih na posameznih upravnih enotah. Ugotovila sem, da so ob podobnem številu prebivalcev zahteve za istovrstne storitve pri proučevanih upravnih organih različne in da razvitost območja ter demografska struktura neposredno ne vplivata na pogostost istovrstnih zahtev strank. V raziskavi je bilo ugotovljeno tudi, da je število rešenih upravnih zadev in drugih upravnih nalog na zaposlenega višje na Upravni enoti Ruše, kar še posebej izstopa pri drugih upravnih nalogah.
Keywords:	upravna storitev, kakovost storitve, javna uprava, Upravna enota Tržič, Upravna enota Ruše
Place of publishing:	Kranj
Year of publishing:	2016
PID:	20.500.12556/DKUM-63353
COBISS.SI-ID:	7815443
NUK URN:	URN:SI:UM:DK:AHGXS8BP
Publication date in DKUM:	28.10.2016
Views:	1437
Downloads:	95
Metadata:
Categories:	FOV
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Secondary language

Language:	English
Title:	The frequency of demands for services in different fields (of administration)
Abstract:	Public administration and its services encompass indispensable part of our everyday life. An important part of the public administration is presented by administrative units, which started its operation on the 1st of January 1995 and adopted implementation of tasks from the state jurisdiction after separation of former municipalities. We still often say “I am going to the municipality”, even though we actually go to the administrative unit which offers various services, such as issue of identity card, issue of passport, obtaining a building permit. Administrative service should be as simple as possible, implemented fast and qualitatively, and available with anticipated friendliness and professionalism of the official implementing it in order to achieve satisfaction of service´s user with work of the public authority. The purpose of the research in the graduation thesis was to establish how many of the ten discussed different types of services have been performed by the citizens in the Tržič Administrative Unit and how many in the Ruše Administrative Unit, which belong among small but comparable administrative units. Within the research I have, using statistical data obtained from substantive reports on work of both administrative units, answered the set questions whether individual factors, namely number of inhabitants, area´s development, and demographic structure influence the frequency of submitted applications by clients, and how many administrative tasks were solved per employee in both administrative units. I have established that with similar number of inhabitants requirements for the same kind of services in both discussed administrative authorities differ, and that area´s development and demographic structure do not influence directly the frequency of the same kind of requirements by clients. The research has also revealed that a number of solved administrative matters and other administrative tasks per employees is higher in the Ruše Administrative Unit, which is especially evident in other administrative tasks.
Keywords:	administrative service, service´s quality, public administration, Tržič Administrative Unit, Ruše Administrative Unit

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