20.500.12556/RUL-187180 Sprejemanje koncepta hibridnega upravnega delavca med strankami upravnih enot diplomsko delo Acceptance of a hybrid administrative worker concept among the clients of administrative units V Sloveniji se določene upravne enote soočajo s preobremenjenostjo in zaostanki, medtem ko stranke še vedno najpogosteje upravne zadeve urejajo osebno na okencu. Kot predlagano rešitev delo obravnava koncept hibridnega upravnega delavca, pri čemer postopek na daljavo vodi uradna oseba iz manj obremenjene upravne enote, uslužbenec na lokaciji (v našem primeru asistent) pa pomaga stranki pri opravilih, ki zahtevajo fizično prisotnost. Namen dela je bil ugotoviti, kako bi stranke predlagano rešitev sprejele. Diplomsko delo je temeljilo na modelih sprejemanja tehnologije TAM, TAM2 in UTAUT ter tujih primerljivih rešitvah. Empirični del smo zasnovali na podlagi anketnega vprašalnika, ki so ga anketiranci izpolnjevali v spletnem orodju 1KA in v tiskani obliki. Zbrane podatke smo na vzorcu 215 enot analizirali v programih Excel in Jamovi, pri čemer smo uporabili opisno statistiko in linearno regresijo. Anketiranci koncept opredeljujejo kot uporaben predvsem zaradi krajših čakalnih vrst in hitrejše izvedbe postopka. Najbolj vplivna so priporočila zaupanja vrednih oseb in uslužbencev na upravnih enotah, manj pa državna priporočila na televiziji ali radiu. Največ zadržanosti se kaže pri reševanju tehničnih težav. Potrdili smo vse tri zastavljene hipoteze, saj so zaznana uporabnost, vpliv pomembnih drugih in samoocena digitalnih zmožnosti za uporabo storitve, pozitivno povezani z uporabnikovo pripravljenostjo za uporabo predlagane rešitve. Priporočila smo oblikovali na podlagi rezultatov, ki so pokazali, da je uspeh hibridne storitve odvisen tudi od jasno predstavljenega poteka postopka, usmerjanja strank s strani uslužbencev, pomoči na kraju samem in dviga digitalnih spretnosti. Ker udeleženci koncepta niso preizkusili v praksi, predlagamo spremljanje učinkov po pilotni uvedbi. In Slovenia, certain administrative units face excessive workloads and processing backlogs, while clients still most often handle administrative matters in person at the counter. As a proposed solution, the thesis examines the concept of hybrid administrative officer, in which the procedure is conducted remotely by an official from a less burdened administrative unit, while an employee on site (in our case assistant) helps the client with tasks requiring physical presence. The aim of the thesis was to examine clientsʼ acceptance of the proposed solution. The thesis was on the TAM, TAM2 and UTAUT technology acceptance models and on similar international solutions. The empirical part was designed around a survey questionnaire, which respondents completed in the 1KA online tool and in printed form. The collected data from a sample of 215 units were analysed in Excel and Jamovi using descriptive statistics and linear regression. Respondents consider the concept as useful, primarily because of shorter queues and faster completion of the procedure. The most influential factors are recommendations from significant others and from employees of administrative units, while state recommendations on television or radio are less influential. The greatest reservation concerns the resolution of technical problems. All three hypotheses were confirmed, as perceived usefulness, the influence of significant others and self-assessed digital skills required to use the service are positively related to the userʼs willingness to use the proposed solution. The recommendations were formulated on the basis of the results, which showed that the success of a hybrid service also depends on a clearly presented course of the procedure, guidance of clients by employees, assistant on-site assistance and improved digital skills. Since participants did not test the concept in practice, we suggest monitoring its effects after a pilot implementation. hibridni upravni delavec upravna enota sprejemanje tehnologije model TAM model UTAUT namera uporabe Hybrid administrative officer administrative unit technology acceptance TAM model UTAUT model intention to use true false false [M. Tratnik] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2026-09-09 10:40:02 2026-09-09 10:40:08 2026-09-11 14:16:06 0000-00-00 00:00:00 2026 0 Ljubljana 0 Ljubljana IX, 51 str. 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.8:35.077.3(497.4)(043.2) (497.4)(043.2) 19080 290850307 Tratnik_Masa_-_SPREJEMANJE_KONCEPTA_HIBRIDNEGA_UPRAVNEGA_DELAVCA_MED_STRANKAMI_UPRAVNIH_ENOT.pdf Tratnik_Masa_-_SPREJEMANJE_KONCEPTA_HIBRIDNEGA_UPRAVNEGA_DELAVCA_MED_STRANKAMI_UPRAVNIH_ENOT.pdf 1 F037D8694A9AD565F221A6EA3F243854 655e24e01066df45f37323dbef5fcd8595f1da112dae7ebec3aba23a998fec55 0b56e042-ac2a-11f1-8bc5-0050569b8976 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=246645 Fakulteta za upravo 0 0 0