UNDERSTANDING PUBLIC SERVICES THROUGH LITERATURE: THEORETICAL FRAMEWORKS AND TRENDS

Abstract

Access to fundamental public services is a cornerstone of the European Pillar of Social Rights, particularly in social protection and inclusion. As a driving force behind effective governance in the global economy, public services play a crucial role in ensuring society’s stability, promoting prosperity and fostering economic growth. This research aims to analyse and systematise theoretical frameworks and current trends in the scientific literature on public services in order to understand their role in the development of the state and society. Employing theoretical research methods including the monographic method, synthesis-analysis method and descriptive method - this study examines a range of studies, official documents and case studies on public services. The findings reveal that international research highlights a strong link between public services, public trust in governance and satisfaction with governance in general. Specifically, both the quality of public services and citizens’ perception of these services are identified as key factors in increasing trust in public administrations and enhancing public participation in the co-design of services. In contrast, inadequate citizen participation is highlighted as one of the major contributors to poor service delivery in municipalities. In an era characterized by rapid technological advancement and digital transformation, public administration shall adapt to address the evolving needs of citizens effectively. Digitalization emerges as a key solution to enable citizens to access the necessary public administration services more quickly and conveniently.