| Abstract [eng] |
Public service modernisation is one of the key challenges of contemporary public governance, aimed at increasing service accessibility, efficiency, quality, and citizen satisfaction. Global trends indicate that modernisation is most often associated with digitalisation, user orientation, data-driven decision making, and cross-sectoral cooperation; however, in practice these processes are frequently constrained by political, organisational, and managerial, technological, and user-level barriers. These challenges are particularly evident at the local government level, where modernisation initiatives face limited resources, political cyclicality, and divergent interests among stakeholders. The object of this study is the barriers to public service modernisation in Lithuanian municipalities. The aim of the study is to identify the factors limiting public service modernisation in Lithuanian municipalities. To achieve this aim, four objectives were formulated: to identify the trends and challenges of public service modernisation, to analyse the relevant scientific literature and develop an empirical research methodology, and to conduct an empirical case study of municipalities in the Tauragė region. The research methodology is based on the analysis of scientific literature, strategic documents, and legal acts, as well as on a qualitative empirical study. A case study approach was applied for the empirical research, using semi-structured interviews with municipal politicians and administrative representatives. This methodological approach made it possible to reveal not only the formal aspects of modernisation but also the subjective experiences, attitudes, and practical challenges encountered at the municipal level. The results of the study show that public service modernisation in the municipalities of the Tauragė region is most strongly constrained by political barriers related to electoral cyclicality, criticism from political opponents, and the negative influence of local media; administrative barriers such as slow acceptance of change, heavy workloads, and a lack of leadership; technological barriers, including insufficient and fragmented funding, malfunctioning information systems, and complex inter-institutional data exchange; and user-related barriers associated with insufficient digital skills, entrenched habits, and the demand for face-to-face interaction. The study reveals that these barriers are interrelated and reinforce one another, indicating that the challenges of public service modernisation cannot be addressed in a fragmented manner. Based on the research findings, the insights presented in this study suggest that reducing barriers to public service modernisation requires a comprehensive approach, encompassing strengthened strategic communication, long-term planning, the development of administrative leadership, sustainable financing of technological solutions, and a user-oriented, hybrid service delivery model. This approach creates the preconditions for not only technologically advanced but also socially sustainable public service modernisation in Lithuanian municipalities. |
