European Journal of Service Management

In recent years, the role of public administration has been constantly changing. The requirements concerning the improvement of the business successive to the administration are increasing. The transformation of the economic system forces the processes of institutional, functional and instrumental improvement of public administration. The reason for this state of affairs is the growing expectations of citizens about the quality of public services and their simultaneous opposition to raising taxes. As indicated in the article, the administration’s action is to support effective and effective e-government. It has been specified that the basis of the development of effective e-administration lies in the human factor, which should contribute to increasing demand (through education) and supply (by building content) to the e-services it provides. It follows that successful implementation of the desired e-services depends on the level of e-skills of all entities involved in the planned project. It was concluded that in order to be able to achieve a higher level of e-administration development, we need an efficient, effective, transparent and open model of its development, which will contribute to the increase of accessibility and the level of advancement of public services over the Internet. This model must take into account the needs, expectations and preferences of both citizens and the offices themselves.