Administratorių ir paslaugų gavėjų vaidmens pokyčiai teikiant viešąsias paslaugas: valdysenos (naujojo viešojo valdymo) kontekstas

LTValdysenos kontekstas skatina domėjimąsi ieškoti valstybės tarnautojų ir piliečių sąveikos pokyčių bei analizuoti galimas kaitos kryptis, priskiriant valstybės tarnautojams ir piliečiams tam tikrus vaidmenis. Viešosios politikos formavimas ir įgyvendinimas nebėra traktuojamas kaip procesas „iš viršaus į apačią“, o suprantamas kaip įvairių viešojo sektoriaus dalyvių sąveikos rezultatas. Minėtas pokytis ypač reikšmingas viešųjų paslaugų atžvilgiu, kai paslaugų gavėjai ir kiti visuomenės nariai skatinami dalyvauti ne tik priimant su paslaugos teikimu susijusius sprendimus, bet ir tiesiogiai įsitraukiant į viešųjų paslaugų teikimo ir kūrimo procesą. Piliečių aktyvinimo skatinimas ir palaikymas neišvengiamai lemia piliečių ir valstybės tarnautojų, kaip atstovaujančių valdžios institucijoms, sąveikos pokyčius.

ENThe concept of governance promotes the interest to indicate changes of civil servants and citizens interaction and to analyze as well as predict the possible directions of change when the certain roles are assigned for public servants and citizens. The principles of governance particularly emphasise the activation of all public process participants and this changes the role of the public service recipient. The newly revived ideas of the public service co-production emphasise the recipient of the public services not just as a consumer with passive response to the quality of service, but contrary - the goal is to find the recipient as a co-creator of the service who makes active contributions to the service planning, objectives and priorities of the service supply process and service quality assessment and improvement as well. In this sense, the part of the responsibility for the public service quality is transferred to the recipients of the service together with the right to influence and to address specific aspects of service provision.Meanwhile, the changes of administrator roles of today’s public administration are large and pardy related to the wider level of the ongoing decentralization reforms. If the governance context, the administrators face many tasks for which they need to find solutions, while keeping the balance between the different their role expectations depending on the situation. It must be underlined that the changing roles of the administrators influence and modify the governance process itself and creates the new understanding of democracy expression and action particularly. The changing roles of the public service recipients and administrators are problematic especially when shaping and maintaining the service relationships between the participants. On the other side, the more intensive interaction of the service recipients and administrators may be an opportunity to build the stronger bonds of trust, to increase awareness of the service recipients about the specifics of the public service provision and to make public sector more sensitive to the needs of the society.