Abstract
The article presents an analysis of the functioning of e-administration in municipal offices in the Silesian Province in Poland. It was evaluated by handicapped people with various degrees of disability, of different ages and different educational backgrounds. In Poland the disabled, similarly to abled-bodied people, have to take care of various official matters in offices. It is important that all these clients, in particular the handicapped, can arrange things without leaving their home. The following hypothesis has been formulated in the present article: more frequent use of electronic tools for communication with the office leads to increased satisfaction of the disabled client with the functioning of e-administration. Based on the study conducted, the following variables received the highest scores: functioning of an office’s website under various browsers (score 4.89); providing a service in a safe way (4.76); polite and friendly attitude of employees towards clients having trouble using the e-office (4.75); employees’ assistance for the client in the event he/she makes a mistake when using the e-office (4.75). The lowest rated issues among the investigated variables include: promptness of employees’ response to e-mails (4.29), promptness of e-service provision (3.34), and taking care of official business on the first attempt (4.42).
Highlights
In every society there are disabled people who have to take care of all kinds of administrative businesses in municipal offices
The following hypothesis has been formulated in the present article: more frequent use of electronic tools for communication with the office leads to increased satisfaction of the disabled client with the functioning of e-administration
The majority of the surveyed disabled people do not use electronic tools when they have to take care of a matter at the office; instead they physically arrive at the office or call if they have any questions or problems
Summary
In every society there are disabled people who have to take care of all kinds of administrative businesses in municipal offices. In particular municipal offices, must be adjusted to the needs of the handicapped (Garbat, 2013). Disabled persons very often make use of services provided by public institutions, which include municipal offices. Handicapped persons have different degrees of disability, it is essential to ensure for them the possibility of taking care of their official business in offices (Garbat, 2013). Municipal offices are institutions which provide services for all citizens; a resident of a given town cannot move to the so-called competitors, in offices, which are monopolists in this situation, the level of provided services should be evaluated on a permanent basis and problems eliminated straight away. Six types of disabilities can be distinguished (Kasprzyk, 2011):
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