The development of digital technology is increasingly changing the way the public sector
interacts with citizens, thus changing the role of public administration from a classic
bureaucratic to an arena for co-creation, where public services, with stakeholder
involvement, are transformed through the development and introduction of digital
technologies to increase the quality of services and thus the satisfaction of end users. The
aim of the thesis was to present the concept of co-creation based on the literature and the
latest scientific findings, highlight the role and importance of co-creation in public
administration, as well as steps of co-creation needed in the development of a new eservice
in public administration. Through the analysis of the case study, we have presented
the steps on a practical example and evaluated them. As a result, we have prepared a short
handbook for co-creating in public administration, which will help organizations in similar
activities in their business environments.
In the thesis we used the descriptive method and analysis of existing literature in the field
of co-creation, to define co-creation, place it in the concept of digital public administration,
identify key drivers and obstacles of co-creation and define the most successful way of
implementing co-creation in the development of e-service in public administration.
Individual steps of co-creation were performed and analysed through a case study, at the
end a manual for co-creation was created as an aid for implementation of the co-creation
process. Using the qualitative method of the questionnaire, we determined the key factors
for the use of online services among end users, i.e., students, where, as the results show,
the ease of finding information about the application process is paramount. This may
indicate that the provided information regarding the submission of an application is
complexed or dispersed, which could open opportunities for further research towards enduser
satisfaction.
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