The right choice of measurement indicators represents an increasing challenge to organizations. The problem arises when organizations choose wrong indicators to measure efficiency and effectiveness, which leads to incorrect business results. This prevents organizations from improving their business performance and providing higher quality of services.
The main purpose of bachelor thesis was, based on the obtained data from the analysis, to determine whether the Administrative Unit Ljubljana (UE LJ) in period 2017 – 2019 operated (un)efficiently and (un)effective, and beside that, to identify the causes of (un)efficiency and (un)effectiveness. In addition, the purpose was also to propose measures to management of administrative units, for more efficient and effective operation. The goal was to study and analyse the efficiency and effectiveness of the UE LJ, in the period 2017– 2019. In the theoretical part of the thesis, the method of description was used to describe the following basic concepts: public sector (JS), efficiency and effectiveness and measurement indicators of efficiency and effectiveness. We used professional articles, the content reports of Administrative Unit Ljubljana and laws to describe the basic concepts and activity of the public sector. In the empirical part analytical research method was used, where emphasis is on analysing and investigating of achieved efficiency and effectiveness of the Administrative Unit Ljubljana in the period 2017–2019.
The results of analysis show that selected administrative unit operated efficiently and effectively in the analysed period of time. The biggest discrepancies and opportunities for improvement occur in the costs of office supplies, the number of resolved cases, lack of contact with customers, and employee satisfaction. With the right and accurate measurement of efficiency and effectiveness, the management can eliminate the perceived deviations and in the coming years, this will further increase the efficiency and effectiveness of operations at UE LJ.
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