The quality of service delivery to users depends not only on the professional knowledge of public servants but also on their general and digital competences. General competences are reflected in effective communication, empathy, emotional intelligence, responsible conduct, and an appropriate attitude towards users. Digital competences enable the effective and secure use of digital tools and adaptation to changes brought about by the digital transformation of public administration.
This master's thesis examines the role of general and digital competences of public servants in service delivery within administrative units in the Republic of Slovenia. The study examines the relationship between self-assessed competences and perceived service quality, the relationship between the perceived usefulness of digital systems and workload reduction, and differences in perceived digital competences across age groups.
The study used a survey and included 189 public servants employed in administrative units. The results showed a strong positive relationship between general competences and perceived service quality. General competences were a statistically significant predictor of service quality, whereas the contribution of digital competences was not statistically significant. A strong positive relationship was also found between the usefulness of digital systems and workload reduction, with usefulness being a statistically significant predictor of workload reduction. Younger participants rated their digital competences higher than older participants. Based on the findings, recommendations were formulated for the systematic development of general and digital competences, age-appropriate training, strengthened communication skills, and greater involvement of public servants in developing user-friendly digital solutions.
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