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.
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