Primerjava mnenj občanov in javnih uslužbencev glede komuniciranja v Mestni občini Ljubljana : magistrsko delo

Verbič, Miha (author), Kozjek, Tatjana (mentor), Umek, Lan (comentor)

Komunikacija občine z občani je pomembna za razvoj mesta, za zadovoljstvo občanov ter za obiskovalce mesta. V okviru magistrskega dela se je proučevalo zadovoljstvo s komunikacijo po prenovljenem procesu komuniciranja med zaposlenimi na Mestni občini Ljubljana (v nadaljevanju MOL) in občani. Namen magistrskega dela je bil proučiti, kako komunikacijo z MOL ocenjujejo zaposleni na MOL in kako občani. Uporabljena je bila metoda anketiranja. Raziskava je pokazala, da tako zaposleni na MOL kot tudi občani MOL komunikacijo med MOL in občani ocenjujejo kot dobro. Občani MOL tudi glede dostopnosti občine do pobud in reševanja problemov ocenjujejo kot dobro. Anketirani občani MOL najpogosteje kot vir informacij koristijo komunikacijo s sorodniki, prijatelji, znanci. Kot glavno pomanjkljivost komunikacije z MOL po prenovljenem procesu dajanja pobud anketirani vidijo z izolacijo določenih skupin (starejših, računalniško nepismenih ipd.). Vendar pa se anketirani zaposleni na MOL v povprečju bolj strinjajo kakor anketirani občani MOL, da sta pomanjkanje osebnega stika in zapletenost odgovorov glavni pomanjkljivosti MOL pri komuniciranju z občani. Anketirani zaposleni na MOL se v povprečju bolj strinjajo, da MOL v največji možni meri uresničuje želje občanov in si prizadeva za njihovo zadovoljstvo. Anketirani občani si želijo predvsem, da MOL bolje uresničuje želje občanov oziroma da jih uresničuje, kolikor je mogoče ter da razume želje in predloge občanov. Rezultati raziskave magistrskega dela kažejo, da si MOL prizadeva, da je in ostaja najboljši servis svojim občankam in občanom. To je cilj, ki ga je treba zasledovati vsak dan, predvsem iz stališča zaposlenih oziroma tistih, ki delajo s strankami. Brez dobre in ustrezne ter hitre komunikacije ni napredka, ni izboljšav in ni zadovoljnih strank. Rezultati raziskave so lahko v pomoč tako zaposlenim na MOL kot tudi zaposlenim v ostalih (mestnih) občinah, ki imajo v svojem delovnem okolju/procesu komunikacijo z občani.

• Language: Slovenian
• Keywords: Komunikacija, občani, Mestna občina Ljubljana, pobude občanov
• Work type: Master's thesis/paper
• Typology: 2.09 - Master's Thesis
• Organization: FU - Faculty of Administration
• Place of publishing: Ljubljana
• Publisher: [M. Verbič]
• Year: 2021
• Number of pages: IX, 92 str.
• PID: 20.500.12556/RUL-132779
• UDC: 35:316.65-021.272
• COBISS.SI-ID: 83816451
• Publication date in RUL: 03.11.2021

Secondary language

• Language: English
• Title: Comparison of the citizens' and employees' opinions on communicating in the Municipality of Ljubljana

Abstract

The communication of a municipality with its citizens is important for the development of the city itself, the satisfaction of citizens and visitors of the city. Within the master's thesis, satisfaction with the municipality's communication after the renewed process of communication between employees of the Municipality of Ljubljana and the citizens was studied. The purpose of the master's thesis was to research how communication with the Municipality of Ljubljana (MOL) is evaluated by its employees and by citizens. The survey method was used. The research showed that both employees of the Municipality of Ljubljana and its citizens assessed the communication between the Municipality and its citizens as good. The surveyed citizens of the Municipality of Ljubljana also assessed the Municipality's accessibility to initiatives and problem solving as good. The surveyed citizens of the Municipality of Ljubljana most often use communication with relatives, friends, and acquaintances as the basic source of information. Participants see the isolation of certain groups (elderly, computer illiterate, etc.) as the main shortcoming after the renewed process of giving initiatives. However, on average, MOL employees agree more than MOL citizens that the lack of personal contact and the complexity of answers are the main shortcomings of MOL in communicating with citizens. On average, employees at MOL agree that MOL fulfills the wishes of citizens to the greatest possible extent and strives for their satisfaction. Above all, the citizens want the Municipality of Ljubljana to realize the wishes of the citizens better, or to at least realize them as much as possible, and to understand their wishes and proposals. The results show that MOL strives to be and remains the best service to its male and female citizens. This is the goal that needs to be pursued every day, especially from the point of view of employees or those who work with clients. Without proper, appropriate and swift communication, there is no progress, no improvements, or satisfied clients. The results of the research can help employees in the Municipality of Ljubljana, as well as employees in other (urban) municipalities who practise communication with citizens in their work environment/during their work process.

• Keywords: communication, citizens, Municipality of Ljubljana, citizens' initiatives