Digitālo rīku izmantošanas iespējas publisko pakalpojumu sniegšanā VSAA
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Date
2023
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Rīgas Stradiņa universitāte
Rīga Stradiņš University
Rīga Stradiņš University
Abstract
Bakalaura darba nosaukums: Digitālo rīku izmantošanas iespējas publisko
pakalpojumu sniegšanā VSAA.
Pētījuma aktualitāte: Darba aktualitāte ir saistīta ar Valsts sociālās apdrošināšanas
aģentūra (VSAA) valsts pārvaldes e-risinājumu plašāku izmantošanu publisko pakalpojumu
sniegšanā, kā arī e-risinājumu implementēšanas iespējām. Darba autore sava darba ietvaros
vēlas noskaidrot, kādus instrumentus, rīkus un pasākumus pašlaik izmanto dažādas valsts
aģentūras, kādas tika izmantotas pandēmijas apstākļos, kā arī, kā var uzlabot pakalpojumu
sniegšanas procesu, optimizējot un automatizējot to.
Bakalaura darba pētījuma mērķis: Balstoties uz teorētiskām atziņām un empīrisko
datu analīzi, izpētīt digitālo rīku izmantošanas iespējas publisko pakalpojumu sniegšanā Valsts
sociālās apdrošināšanas aģentūras (VSAA) valsts pārvaldes institūcijā un, izstrādāt
rekomendācijas digitālo rīku izmantošanai.
Pielietojot monogrāfisko metodi, pirmajā darba daļā tika veikta zinātnisko pētījumu
analīze par digitālo rīku izmantošanas iespējām publisko pakalpojumu sniegšanai un klientu
apkalpošanai. Darba otrajā daļā, izmantojot sekundārās datu analīzes metodi, tika veikta no
VSAA iegūtās informācijas un datu analīze.
Izmantojot kvantitatīvo pētījuma metodi, tika veikta VSAA publisko pakalpojumu
lietotāju aptauja, lai noskaidrotu digitālo rīku izmantošanas iespējas publisko pakalpojumu
sniegšanā VSAA valsts pārvaldes institūcijā. Respondenti: VSAA publisko pakalpojumu
saņēmēji, Latvijas iedzīvotāji.
Galvenie rezultāti: Tika sasniegts pētījuma mērķis, tika izpētīti izmantotie digitālie
rīki, kā arī tika izstrādātas rekomendācijas digitālo rīku izmantošanai VSAA publisko
pakalpojumu sniegšanai. Tika atbildēts uz pētījuma jautājumu, ka VSAA ir nepieciešams
uzlabot Latvija.lv e-pakalpojumu portālu, ir nepieciešami uzlabojumi virtuālā asistenta
darbībā, kā arī ir nepieciešams nodrošināt attālinātu pakalpojumu un konsultāciju sniegšanu.
Atslēgvārdi – digitālie rīki, publiskie pakalpojumi, sniegšana, VSAA, apkalpošana
Darba apjoms 65 lpp, neskaitot pielikumus. Darbā tika izmantotas 8 tabulas un 19 attēli,
37 literatūras avoti, kā arī 1 pielikums.
Bachelor's thesis title: Possibilities of using digital tools in the provision of public services in VSAA. Relevance of the research: The relevance of the work is related to the wider use of e solutions of the State Social Insurance Agency (SSIA) state administration in the provision of public services, as well as the possibilities of implementing e-solutions. As part of her work, the author of the paper wants to find out what instruments, tools and measures are currently used by various state agencies, which were used during the pandemic, as well as how the process of service provision can be improved by optimizing and automating it. The purpose of the bachelor thesis: Based on theoretical knowledge and empirical data analysis, to investigate the possibilities of using digital tools in the provision of public services in the state administration institution of the State Social Insurance Agency (SSIA) and to develop recommendations for the use of digital tools. Applying the monographic method, the first part of the work analyzed scientific research on the possibilities of using digital tools for the provision of public services and customer service. In the second part of the work, using the method of secondary data analysis, the information and data obtained from VSAA was analyzed. Using the quantitative research method, a survey of VSAA public service users was conducted in order to find out the possibilities of using digital tools in the provision of public services in the VSAA state administration institution. Respondents: recipients of VSAA public services, residents of Latvia. Main results: The goal of the study was achieved, the digital tools used were studied, and recommendations were developed for the use of digital tools for the provision of public services in VSAA. The research question was answered that VSAA needs to improve the Latvija.lv e-services portal, improvements are needed in the operation of the virtual assistant, and it is also necessary to provide remote services and consultations. Keywords – digital tools, public services, provision, VSAA, service Work volume 65 pages, excluding appendices. The work used 8 tables and 19 images, 37 literature sources, as well as 1 appendix.
Bachelor's thesis title: Possibilities of using digital tools in the provision of public services in VSAA. Relevance of the research: The relevance of the work is related to the wider use of e solutions of the State Social Insurance Agency (SSIA) state administration in the provision of public services, as well as the possibilities of implementing e-solutions. As part of her work, the author of the paper wants to find out what instruments, tools and measures are currently used by various state agencies, which were used during the pandemic, as well as how the process of service provision can be improved by optimizing and automating it. The purpose of the bachelor thesis: Based on theoretical knowledge and empirical data analysis, to investigate the possibilities of using digital tools in the provision of public services in the state administration institution of the State Social Insurance Agency (SSIA) and to develop recommendations for the use of digital tools. Applying the monographic method, the first part of the work analyzed scientific research on the possibilities of using digital tools for the provision of public services and customer service. In the second part of the work, using the method of secondary data analysis, the information and data obtained from VSAA was analyzed. Using the quantitative research method, a survey of VSAA public service users was conducted in order to find out the possibilities of using digital tools in the provision of public services in the VSAA state administration institution. Respondents: recipients of VSAA public services, residents of Latvia. Main results: The goal of the study was achieved, the digital tools used were studied, and recommendations were developed for the use of digital tools for the provision of public services in VSAA. The research question was answered that VSAA needs to improve the Latvija.lv e-services portal, improvements are needed in the operation of the virtual assistant, and it is also necessary to provide remote services and consultations. Keywords – digital tools, public services, provision, VSAA, service Work volume 65 pages, excluding appendices. The work used 8 tables and 19 images, 37 literature sources, as well as 1 appendix.
Description
Starptautiskais bizness un ilgtspējīga ekonomika
International Business and Sustainable Economy
Vadība, administrēšana un nekustamo īpašumu pārvaldība
Management, Administration and Real Estate Management
International Business and Sustainable Economy
Vadība, administrēšana un nekustamo īpašumu pārvaldība
Management, Administration and Real Estate Management
Keywords
digitālie rīki, digital tools