Citizens’ satisfaction with “citizens’ initiatives” : the case of the Municipality of Ljubljana

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

Based on a survey, this article analyses the satisfaction with communication between citizens and public servants in the Municipality of Ljubljana (MOL). It highlights the potential of a citizen relations management tool to emphasise the importance of effective communication between the municipality and citizens, the role of civic engagement in the development of the municipality and the importance of understanding and managing differences in satisfaction between citizens and public servants. A notable satisfaction gap exists, with citizens generally more satisfied thatn public servants, except for accesibility to initiatives and problem-solving. The study recommends adopting succesful tools, such as those used in Ljubljana, to improve communication, citizen participation and the quality of services. It emphasises the importance of understanding communication dynamics to tailor municipal improvements and promote civic engagemenet and calls for further research in Central and Eastern European municipalities.

• Language: English
• Keywords: citizen, communication, municipality, participation, public servant
• Work type: Article
• Typology: 1.01 - Original Scientific Article
• Organization: FU - Faculty of Administration
• Publication version: Version of Record
• Year: 2024
• Number of pages: Str. 28-49
• Numbering: Vol. 17, no. 1
• PID: 20.500.12556/RUL-158599
• UDC: 352:304.35(497.4Ljubljana)
• ISSN on article: 1338-4309
• DOI: 10.2478/nispa-2024-0002
• COBISS.SI-ID: 199014915
• Publication date in RUL: 17.06.2024

Record is a part of a journal

• Title: NISPAcee journal of public administration and policy
• Shortened title: NISPAcee j. publi. adm. policy
• Publisher: De Gruyter Brill, Sciendo, Network of Institutes and Schools of Public Administration in Central and Eastern Europe, Georgian Institute of Public Affairs
• ISSN: 1338-4309
• COBISS.SI-ID: 520037913

Licences

• License: CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
• Link: http://creativecommons.org/licenses/by-nc-nd/4.0/
• Description: The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.

Secondary language

• Language: Slovenian
• Keywords: državljan, komunikacija, občina, udeležba, javni uslužbenec

Projects

• Funder: ARIS - Slovenian Research and Innovation Agency
• Project number: P5-0093
• Name: Razvoj sistema učinkovite in uspešne javne uprave