Abstract Theprincipal objective of this thesis is to help Kosovo different municipalitiesoffices to find a better and faster way to serve their citizens with differentdocuments. Because every day a citizenwill require a service from the municipalities office for example to start a new business or closeit or even just to pay different taxes. Iwould like to thank Municipality of Vucitrn that gave me theopportunity to work with them and see howthey complete everyday tasks ordifferent request from the citizens of Vucitrn.Lastbut not least I would like to thank mysupervisor in Municipality of Vucitrn MR Isuf Jashari that was always ready to helpor guide me every time i need it and my Professor from IBCM MR Bojan Dokic that help me during myinternship and with my thesis. And I hope thatthis thesis will give a better understanding on how the Municipality officesserve their citizens and how we can improve this procedures to be less time consuming for booth parts. Executive summary Over the last fewdecades Municipalities are always dealing with more and more requests fromtheir citizens in order that they cancomplete their duties toward their country in order to open a business or apply for a different document or just topay their different taxes. Due to this extreme growing number ofrequests from the citizens toward their municipalities its time that municipality offices takeadvantages from the technology that exist now days. Technology offers a better way to store different documents ina safer and faster method, and give the opportunity to use this documents whenthe need shows up in a faster way.
And by using theexisting technology municipalities wouldn’t need to have a number of theiroffices busy with different documents that when the need for a particulardocument shows up the person responsible for that office has to look for thatdocument and sometimes take a lot of hours just finding that paper and then tostart using it for the purpose that it serves. So this is a very timeconsuming for both parties especially for the citizens that need that documentas fast as possible. Section1 This section will startwith introduction and give explanations about the methodology used and it willinclude a problem statement. General information about how Municipalities canimprove their service offerings will be given.
Introduction Now days technology hasadvanced so much that different countriescouldn’t follow up with different advancement and its costing them too much,for example in a municipality in Kosovo a person has to go in to two different officebuildings that aren’t even close to each other just to pay and finish theircar’s taxes, so this process is a very time consuming, so if the governmentwould invest a little in this part of public administration and take advantagesfrom the existing technology people wouldn’t have to go to two differentbuilding just to pay for taxes or other services. ProblemStatement To get a better understating on how the municipalities could takeadvantages of the existing technology this paper will focus on some mainproblems that throughout the paper will be discussed and get answered. Some of the main topics that will be discussed are:1. Record files keeping 2. Time consuming3. Advantages of using modern technology 4.
Disadvantages of using modern technologyThese topics will be widely discussed because of the problems that existbecause of not taking advantages of themodern technology that exist now days. MethodologyIn this section there is going to be some brief information about themethodology that was used to accomplish this research. Several differentsources of information were used in this paper in order to fulfill the research goals and to get answers to the mainquestions form the problem statementMostly there have been interviews with people who work in differentdepartment like financial department, administration department etc in the municipality’s office, I also gathereddata by observing the staff while I was in my internship how they completedtheir daily tasks.
Interviews: Primary data has been collected from different interviews that i did inmy internship place, from different people working in different departments. Materials:Secondarydata gathered from books, and generalknowledge from my studies at IBCM. Main part 1. Record files keeping Maintaining secure, accurate and efficientrecords is a key responsibility While doing my internship in Vucitrnmunicipality I was transferred to different departments to see how eachdepartment deals with its daily tasks.So one thing that I witnessed was the recordfiles keeping system, it was a very messy system, they weren’t following any numeric or alphabetic system in orderthat when they needed a particular caseor just some kind of document they hadto look the hole office shelf’s in order to find it and sometimes it needed agreat amount of time. Even when you find the box or shelf’s youneeded to check every document to find it because they weren’t placed in annumeric order.Another key issue was that when a citizenneeded to pay for example it’s car license plate they had first to go in the main municipalitybuilding in 1st floor to find their tax paying papers take them in 2nd floorsign them up from a different municipality worker than go to the secondmunicipality building to sing up so more documents and prove that they havepaid their other obligations like electric energy, wastes dispose etc than pay for their license plate.
And it’s worth mention that when travelingfrom the 1st building of municipality to the second you need to drive by thecar because it is a distance that walking would take like -20-25 minutes. Timeconsuming The procedure that our citizens need to complete for example in order to start a new business or takesome kind of documents for their land that they own or something else it cantake a week to a whole 1 month until they find and verify those document. Sothis method of doing their daily tasks its effecting in every way our lives. Because we had so many potentialinvestors that wanted to invest in our municipality (Vucitrn) and theprocedures that municipalities needed to follow were the same as always, every document that needed to be found tooka great time, and investors can’t wastetheir time by waiting the municipalities workers just to find some documentsfor a particular land that they are interested to use for different kind ofbusinesses. So they just move to another municipality or country that dealswith this procedure faster, and this iseffecting our citizens even financially, because as we know in our country we have a very low rate of employment.
Advantages of using modern technology As we know the existing technology offers many great advantages thatcould be used even from our government or municipalities in order to serve their citizens faster.We have so many different application that could have different optionsto be used and take advantages from.There are cloud basset apps that could allow our municipalities tocreate different kind of database that they can have all of information aboutour citizens in one offices. This methodwould take very less time because peoplewouldn’t have to go to differentbuildings and offices just to take some kind of documents or pay for their carlicense plate.By starting to work with this kind of databases they would eliminate allthe large offices with boxes and documents on them, and would shorter the timeto finding a document in a great way because they offer automatic numericclassification of documents that in our case is a big deal.Here are some of the advantages of using electronic record keeping Electronic record keepingMostmunicipalities could use this databases and software’s to simplify recordkeeping and produce meaningful reports and delivering faster service to thepeople .
But there are also many other advantages if a municipality wants to use electronic record keeping.Advantages· Helps you recordregions exchanges, including salary and costs, installments to laborers,overseeing distinctive tasks better and so on. · Efficient approach tokeep budgetary records and requires less storage room.
· Easy to create orders,solicitations, indebted person reports, monetary explanations, representativepay records, distinctive stock reports from various existing activities or newtasks. · Automatically countssums and gives revealing capacities. · Keeps up with the mostrecent assessment rates, impose laws and decision. · Allows you to movedown records and keep them in a protected place in the event of flame orburglary.Saving time through efficiency and automation Increase the quality of the municipality management and record keeping · Searchable Text: When a document is scanned, OCR examines thetext and creates a digital version of the contents. This text is stored withthe document, creating a file that can be searched by any employee for any informationthat they need to finish their daily tasks or request. · Editing andCommunication: traditional file system are cumbersome in that they don’t enableusers to effectively alter documents or send data to others.
Paper recordsfrequently can’t be altered specifically, compelling users to make newduplicates to refresh old documents. To disperse information on paperdocuments, clients must mail, fax or output the information. Databases enableusers to alter data fields specifically, and on the grounds that data is putaway carefully, it is as of now in a frame that can be effortlesslytransmitted. · Order of DataDatacab get out of order in customary documenting frameworks. In the event thatsomebody coincidentally puts a document in the wrong place, or removes a recordfrom a bureau and neglects to return it, it can prompt lost information or thecreation of extra duplicates of documents. Electronic recording frameworksenable clients to rapidly check whether data as of now exists some place in theframework, which stays away from issues like repetitive documents andinformation misfortune.
Electronic backup Set up a safeelectronic reinforcement framework to guarantee records are securely savedfrequently moved down. Every day reinforcements are prescribed, especially forcritical records. Also gives the alternative to backup copies in a separatelocation to for example the municipalities building in case of fire, theft or anatural disaster.
For exampledifferent external hard drive etc. Cloud backup Cloud backup providesa method for the municipalities to manage their computing resources and recordsonline. The term has developed over late years, and can be utilized to portraythe utilization of an outsider for your capacity and computing needs. Cloud backupservices are becoming more popular every day the only thing that themunicipalities need to be ensure is that the method they choose protects their privacy and security of the documents. Manual record keepingManualrecord keeping that we use now days it also has it advantages but in our caseit’s not working best for us.AdvantagesIt requires less capital to set up: The greatest master to utilizing paper is that you can begin with it basically for nothing. Make or buy a printed material bundle, get some paper and a couple of record envelopes and you’re set to go. Almost no progressing cost despite the fact that you do need to have a bureau to bolt all documents.
Correcting passages might be less demanding with manual frameworks, instead of mechanized ones that can leave entangled review trails. The risk of corrupted data that could happen is lower. Data misfortune is to a lesser degree a hazard, especially if records are put away in a flame resistant condition that in our case hasn’t. Problems with copy duplicates of similar records are by and large evaded. The process is simplified as you don’t need to be familiar with different databases Disadvantages of using modern technology · One ofthe disadvantages of using modern technology is the costs that are required tobuild up a system or database with all the function that are required.· Anotherdisadvantage is if we do not use any backup of the data or documents any somehazard happens.· All theworkers should take some course for this application on how to use themproperly and in the most efficient method posible.
· Maintaincosts – Technology is always being enhanced, which requires consistent andexorbitant redesigning. Each redesign requires representative preparing,removing time from doing their every day assignments or administrations. Eachupdate may likewise bring down confidence as representatives battle to learnnew applications and to meet new execution norms. Once a framework update isfinished, continuous support charges add to the general cost. Since a breakdownof a framework can stop the day by day assignments of a representative or adivision, the cost of specialized help or support can be high. ConclusionTechnology can help local governments change the who, when, where andhow of teaching and engaging in localresidents.
Regardless of whether it’s monetary improvement, lodging, outsiderreconciliation or a nearby argumentative issue.So as we see innovating in local government offices is crucial because if we look at BeaconScheme that is a national awards program to encourage innovation and excellencein local government that’s it aims firstto reward high performance in service provision through a high profile awardand secondly crucially to share good or sometimes best practice with the aimthat average and low performing department can learn from this scheme and adopt or adapt the innovation,and thereby improve the quality of their services(Sandford B.(2007) Innovationsin government).In our case here in Kosovo we need to adapt to this innovation as fastas we can because the citizens of our country are suffering the consequences ina terrible way by losing a lot of theirtime just by visiting the municipality buildings 2-3 times just to get thingsdone.