Services Administration Research Articles

Employee Performance in Population Services Quality Timeliness and Technology Use

General Background: Employee performance in public administration is crucial for service quality. Specific Background: This study examines employee performance in population administration services at Kupang Village, Jabon District, Sidoarjo Regency, focusing on community needs and technological adaptation. Knowledge Gap: While prior research has addressed public service performance, gaps exist regarding specific performance indicators in local contexts. Aims: This study aims to analyze performance using five indicators: Work Quality, Timeliness, Initiative, Ability, and Communication. Results: Findings show optimal work quality and initiative, yet timeliness and ability are partially lacking due to attendance issues and varying technological skills. Novelty: This research highlights the interplay between employee competencies and community demographics. Implications: Enhancing training in technology and establishing clear protocols could significantly improve service delivery and community satisfaction, fostering better governance and public trust. Highlights: Optimal Work Quality: Employees demonstrate high-quality service through detailed work and effective communication with the community. Need for Timeliness: Issues with employee punctuality impact overall service delivery and community satisfaction. Technological Competency: Varying levels of technology use among employees highlight the need for targeted training and support. Keywords: Employee Performance, Service Quality, Community Needs, Population Administration

User Satisfaction and Challenges in Plavon Dukcapil Online Services

General Background: The effectiveness of public administration services in Indonesia is crucial as the country transitions to digital platforms. Specific Background: This study examines the online services of Plavon Dukcapil in Rangkah Kidul Village, Sidoarjo Subdistrict, highlighting challenges faced by elderly users in navigating these services. Knowledge Gap: While existing research addresses the advantages of e-government, few studies focus on user satisfaction and effectiveness in rural areas, particularly regarding Plavon Dukcapil. Aims: This research aims to assess the effectiveness of Plavon Dukcapil's online services, focusing on community satisfaction related to service quality, speed, and accessibility. Results: Findings indicate that although service productivity aligns with regulations, efficiency is hindered by incomplete documentation and delays. Community satisfaction is compromised as many residents prefer in-person services over online options. Novelty: This study offers new insights into the operational challenges of e-government in rural Indonesia and highlights the need for improved community engagement. Implications: Enhancing communication and technical support for users, especially the elderly, could significantly improve the effectiveness and satisfaction of Plavon Dukcapil services, fostering better public service delivery in the digital era. Highlights: Digital Transformation: The study emphasizes the role of technology in enhancing public service accessibility and efficiency. Community Preferences: Many residents still prefer traditional in-person services over online platforms, indicating a gap in user experience. Need for Engagement: Improved communication and support for vulnerable populations, particularly the elderly, are essential for increasing online service effectiveness. Keywords: Plavon Dukcapil, Online Services, Community Satisfaction, E-Government, Public Administration

Implementation of the PLAVON Dukcapil Program in Population Administration Services

The general background of this research highlights the increasing importance of e-government services in enhancing administrative efficiency and accessibility for citizens. The specific background focuses on the implementation of the PLAVON Dukcapil program, which is an online service initiative aimed at improving population administration services in a local government setting. The knowledge gap identified in this study pertains to the lack of comprehensive evaluation regarding the effectiveness of communication, resources, disposition, and bureaucratic structure in this program’s implementation. The aims of the research are to assess the operational aspects of the PLAVON Dukcapil program and to provide recommendations for improvement. The results reveal four key aspects affecting implementation: communication has not been optimized, resource placement needs attention, the village head's commitment is lacking, and while the bureaucratic structure follows established SOPs, continuous evaluation is necessary. The novelty of this study lies in its focus on qualitative descriptive analysis, providing insights into practical challenges faced by local administrators. The implications suggest that improvements in communication strategies, proper resource allocation, enhanced commitment from leadership, and ongoing evaluation of procedures are essential for the successful implementation of e-government services, ultimately leading to better community engagement and service delivery in population administration. Highlights: Communication strategies need improvement for better community understanding of PLAVON. Resource allocation and staff training are crucial for effective program implementation. Continuous evaluation of bureaucratic structures is necessary to enhance service delivery. Keywords: E-Government, PLAVON, Administration, Communication, Resources

Journey towards equity: Unveiling the relationship between patient travel distance and social vulnerability among patients with cancer.

158 Background: Patient travel distance is a significant barrier to accessing high-quality cancer care, impacting patient outcomes. Factors such as geographic location, transportation infrastructure, and socio-economic status contribute to variations in patient travel distance. The relationship between patient travel distance and the area deprivation index (ADI), a measure of socioeconomic disadvantage (based on income, education, employment, and housing quality) and social vulnerability of neighborhoods developed by the Health Resources & Services Administration (HRSA), remains largely unexplored. This abstract seeks to unveil the intricate relationship between patient travel distance and ADI, shedding light on the impact of social vulnerability on cancer care access. Methods: Using patient ZIP code data and practice location data from April 2023 to March 2024, we calculated the straight-line, one-way, patient-clinic travel distance (travel distance). We then derived the ADI for patient ZIP codes using geospatial mapping techniques and compared travel distances by area deprivation vulnerability categories. Results: While analyzing geographic data for 20,000 patients at 5 locations, we observed that 89% of patients traveled 15 miles or less one-way to reach the practice location, with a median travel distance of 5 miles. Median travel distance in miles for patients within 15 miles of each practice location by ADI vulnerability category is provided (Table). Median travel distances between ADI categories were statistically significant (Kruskal Wallis H-test, p <0.001). Patients from the most disadvantaged neighborhoods generally travel longer distances to access cancer care. Conclusions: Patients in socially vulnerable locales generally travel longer distances to access cancer care. By considering the ADI alongside patient travel distance, healthcare providers and policymakers can understand barriers faced by disadvantaged populations and allocate resources to reduce disparities in access to care. Targeted interventions and policies, like improving transportation services/infrastructure, empowering community-based care locations, and expanding telehealth, are necessary to address travel distance disparities for vulnerable populations. The effects of increased travel distance on timely access to care, treatment adherence, health outcomes, finances, caregivers, and patient satisfaction warrant further investigation. Location Site Category Within 15 miles of the practice location % of patients Median travel distance (in miles) by overall ADI vulnerability Highest (8, 9, 10 ADI Rank) Mid High (5, 6, 7 ADI Rank) Low (1, 2, 3, 4 ADI Rank) A Suburban Metro 89.8% 13.5 2.2 4.7 B Suburban Small Town 86.7% 12.5 13.03 8.5 C Suburban Metro 85.1% 14.9 9.4 5.9 D Suburban Metro 90.9% 12.9 9.6 4.7 E Urban Metro 93.6% 12.9 4.8 2.7 ALL 89% 12.5 6.3 5.0

Services Administration In Education. Utilizing Control Charts In Educational Management: An Approach For Assessing The Mathematics Scores In Panhellenic Examinations

Background: The choices offered to students and their parents complicate the process of finding an optimal solution that meets their needs, as competition increases1 . The management of each educational organization is responsible for providing services information and curricula offered by the tutorials, as well as for designing innovative, cost-effective, and efficacious solutions2 . A learning organization with a student-oriented marketing approach is considered by many researchers as an effective mix to mixture that meets the needs of customers, students, and parents3,4. An organization with the above-mentioned features which apprehends its position, predicts the behavior of its customers, meets their needs and preferences, and enables marketing to be much more targeted and successful. As a result, it provides highvalue services, which are its comparative advantage in the market5 . The evaluation and intervention of education service providers and curriculum designers ensures the correction of errors and the adaptation to student and societal needs in all educational system processes. One of the most reliable statistical control tools of quality services and processes is the mean and standard deviation control charts6 . Both respond to the requirements of in educational processes as they are described by the normal distribution. Materials and Methods In this work, the statistical tools have been utilized to analyze the mathematics scores in the economic and scientific studies orientation of the Panhellenic exams from 2003 to 20227 . The objective of this analysis is to investigate the application of control charts as statistical methods and identify the factors responsible for any out-of-control processes. Conclusion: The study findings revealed that the modification of the curricula (all chapters of Algebra topics were removed, and only mathematical analysis topics remained) negatively affected the mean students' scores from 2015 to 2017, with a simultaneous reduction of variance. Distance education which was mandated due to the pandemic crisis did not negatively affect the mean values of the mathematics scores and increased the variance. A decrease in the number of the Panhellenic exams candidates is expected due to the demographic problem of Greece8,9. Moreover, extensive learning gaps for students who were in high school and elementary school during distance education are evident10. Finally, the service administration authorities in educational organizations and those who are responsible for the development of educational strategies should monitor student performance with the use of appropriate tools. This will help them to adapt their policies, educational tools, and curricula to the current conditions if it would be necessary

EFFECTIVENESS AND STAKEHOLDERS’ PERCEPTION OF THE STUDENT INFORMATION SYSTEM INTEGRATION IN HIGHER EDUCATION INSTITUTION

Learning Management Systems (LMS) are used as virtual classrooms in higher education. Students can still learn and study at their individual houses despite the distance. The purpose of this study is to investigate how stakeholders see the role of LMS integration with administrative services. The researchers specifically want to identify and clarify administrative tasks utilizing LMS, in our instance Schoolbook, in a blended learning environment. This is a study that will utilize survey results from the TAM questionnaire to quantify and analyze results from a sample population. The researchers gathered data through the use of an online survey form using the two(2) criteria from the Technology Acceptance Model Questionnaire, which are Perceived Usability and Perceived Ease of Use. Over-all, the respondents rated the Student Information System Integration was rated at 3.205 can be interpreted that the stakeholders strongly agree that the student inte-gration system is highly useful and easy to use and would greatly help in the per-formance of their job. The SIS integration, which was designed to appropriately represent the data from the e-data to the Schoolbook, was successful in achieving its intended goal, according to experience and input from professors, staff, and students.

European Trends in Local Public Administration: Adapting to Globalization

The trend of globalization, accompanied by the dynamic development of social systems, places national states in a completely new position, in which institutions and administrative systems must be adapted. Any intervention in the field of public administration reform implies changes in major components, including central administration, local administration and public services. On the other hand, the development of democracy calls for the establishment of a new relationship between citizens and the administration, increasing and strengthening the role of local authorities and reconsidering the partnership with civil society. There are numerous reasons for the structural and functional modernization of the public administration in Romania, starting from the need for more efficient functioning of government institutions to the aspiration to become a member of the European Union. The present study aims to address these aspects, taking into account the impact of the reform measures at the public administration level that have been undertaken recently. Through the coherent and continuous development of the decentralization process in the next period, we will be able to witness the increase in the quality and efficiency of public services, and local administrations will respond to the demands of citizens and local development in an improved way. Keywords: development, Europe, municipalities, public administration

Geographic residence of patients with medication-related osteonecrosis of the jaw.

135 Background: Bone-modifying agents (BMAs) are utilized to reduce the risk of skeletal-related events in patients with bone metastases. Medication-related osteonecrosis of the jaw (MRONJ) is a rare but difficult to treat adverse event of BMAs. There are known patient and treatment related risk factors for development of ONJ, however, little is known on social and geographic risks. In patients with bone metastases and concurrent MRONJ, we seek to describe differences in patient's geographic residence (rural versus urban) with other social factors as secondary outcomes. Methods: We conducted a retrospective chart review of Atrium Health Wake Forest Baptist Comprehensive Cancer Center patients in the date range of 01/01/2013 to 11/01/2023. Included were patients with metastatic breast cancer, metastatic prostate cancer or multiple myeloma who had a diagnosis of MRONJ. We recorded Rural-Urban Commuting Area (RUCA) codes, the Area Deprivation Index (ADI), age, race, ethnicity, smoking status, alcohol use, body mass index, insurance status, type of cancer, type of BMA, and cumulative dosing of BMAs. Patients were defined as rural or urban based on criteria from the health resources and services administration website. Relative socioeconomic advantage versus disadvantage was determined by the patients’ ADIs with a decile rank from 1-10 for state ADIs and a percentile rank of 1-100 for national ADIs. SAS software (version 9.4) was used for data analysis (2023, SAS Institute Inc, Cary, NC). Results: A total of 88 patients met inclusion criteria. 64% of patients lived in urban areas and 36% in rural. Demographic features of the identified patients are listed in table 1. MRONJ patients from both urban and rural areas had an above average national and state ADI, with a trend toward higher ADIs in rural locations compared to urban locations; mean of 6.7 vs 5.3 state ADI and mean 70.6 vs 62.0 national ADI, for rural and urban patients respectively. There were no statistically significant differences between rural and urban patients in any of the demographic or health-related characteristics we examined. Conclusions: Patients with bone metastases and MRONJ in our cohort demonstrate relative socioeconomic disadvantage in comparison to national and state averages. In comparing the rural with urban patients, however, we observed relatively similar profiles. Patient characteristics by rural/urban status. Rural (n=32) Urban (n=56) Age in years (mean, sd) 64 (11.3) 65 (10.9) Sex, N (%) Male 19 (59) 29 (52) Female 13 (41) 27 (48) Race, N (%) Non-Hispanic White 30 (93.8) 40 (71.4) Non-Hispanic Black 1 (3.1) 11 (19.6) Hispanic 1 (3.1) 3 (5.4) Non-Hispanic Asian 0 (0.0) 1 (1.8) Other 0 (0.0) 1 (1.8) State ADI (mean, sd) 6.7 (2.4) 5.5 (2.7) National ADI (mean, sd) 70.6 (16.9) 62.0 (23.8) Former/current smoker, N (%) 18 (56.3) 25 (44.6) Medicaid/Medicare, N (%) 16 (50.0) 16 (28.6) Months on BMA (mean, sd) 37.2 (35.5) 40.3 (38.2)

What happens after the funding ends?: A qualitative sustainability investigation of emergency department-based peer support programs implemented as part of Indiana's opioid state targeted response initiative

Introduction: In 2017, funding disseminated through the US Substance Abuse and Mental Health Services Administration's Opioid State Targeted Response (STR) program accelerated the expansion of peer recovery support services across several states to engage emergency department patients presenting with opioid use disorder. While there is some literature on the initial implementation of these programs, little is known about their sustainability after the STR funding's end. Identifying what happened to these programs is a key component of understanding their ultimate impact and can inform future activities to develop, fund, or sustain similar efforts. Methods: We collected qualitative data from six organizations that participated in Indiana's STR-funded Recovery Coaching and Peer Support Initiative (RCPSI). The semi-structured interview guide was designed to gather data related to eight domains of sustainability (i.e., environmental support, funding stability, partnerships, organizational capacity, program evaluation, program adaptation, program evaluation, communications, and strategic planning). The analysts followed a deductive-inductive analysis approach, using the eight domains as an a priori coding structure and developing higher-level inductive themes. Results: A total of ten individuals (roles included 4 Program Supervisors, 2 Nurse Administrators, a Psychiatric Social Worker, a Mobile Treatment Manager, a Grant Coordinator, and a Vice President of Planning) participated in six interviews. Two programs did not sustain services, primarily because they lacked a sufficient volume of eligible patients to justify services. Factors identified as supporting sustainability in the other four programs included (1) identification of alternate funding sources, (2) evolving internal support for ED-based opioid use disorder treatment, and (3) investment in internal and external relationships. Furthermore, these themes operated across multiple sustainability domains. Conclusions: The findings illustrate a dynamic interplay between program context and multiple theorized sustainability domains that impacted the viability of RCPSI programs after the end of STR funding. Results indicate a need for a better understanding of the factors influencing the sustainability of programs supported by federal funding to mitigate the opioid crisis, and such findings will likely apply to a broader range of grant-supported programs.

Primary care physician density and mortality in the United States

BackgroundGeographic physician availability differences are associated with healthcare outcomes. However, the association between primary care physician (PCP) density and mortality outcomes is less well-established. MethodsThe study analyzed 2019 county-level nonfederal PCP data from the Health Resources and Services Administration Area Health Resource File and mortality data using the CDC WONDER (Wide-ranging Online Data for Epidemiologic Research). All-cause and cardiovascular disease (CVD)- related age-adjusted mortality rates (AAMR) per 100,000 population stratified by the number of PCPs per 100,000 quartiles were extracted. Using AAMRs as continuous variables, linear regression was performed to determine the association of AAMRs with PCPs per 100,000 (reference, first quartile), adjusting for the social vulnerability index (SVI). ResultsA total of 3142 counties were included in the analysis. Among counties stratified by PCPs per 100,000 quartiles, all-cause AAMRs were 828 (95% CI, 824-832) in the first quartile, 798 (95% CI, 796-801) in the second quartile, 737 (95% CI, 735-739) in the third quartile, and 679 (95% CI, 678-680) in the fourth quartile. Similar trends were seen in CVD-related AAMRs, which were 446 (95% CI, 443-449),439(95% CI, 437-441), 403 (95% CI, 402-404), and 365 (95% CI, 364-366), respectively. Counties without PCP (221, included in first quartile) had all-cause and CVD-related AAMR of 797 (95%CI, 783-812) and 430 (95%CI, 419-440), respectively. Compared with the first quartile, SVI-adjusted analyses showed β-coefficient (95%CI) of all-cause mortality for the second, third, and fourth quartiles of -4.11 (95% CI, -18.31, 10.08), -35.37 (95% CI, -49.57, -21.17) and -85.79 (95% CI, -100.10, -71.48). Similar results were observed for CVD-related AAMR. ConclusionHigher PCP per 100,000 is generally associated with better all-cause and CVD-associated mortality outcomes, however complex factors likely play a role in determining these outcomes in counties with lower PCP per 100,000, which warrant further investigation.

Public administration and public services analysis and development trends: a review

Public administration and public services analysis and development trends: a review

Analysis of the current status of the public administrative service quality of the Ministry of Economy and Finance of Cambodia

This paper explores the quality of public administrative services offered by the Ministry of Economy and Finance of Cambodia, focusing on its role in supporting the nation’s socio-economic development. Over the last two decades, Cambodia has achieved remarkable economic progress, moving from a low-income country to a lower-middle-income country. However, despite these achievements, the public administrative services face significant challenges, including inefficiency and lack of transparency, which continue to impact the trust of the public. This paper delves into the effectiveness of these services by examining satisfaction levels, challenges, and proposals for improvement.

Improving Population Administration Services through the Implementation of the “Dimana Anda Kemana Anda Kami Layani” Program (Dinda Kanda Kalayani) by the Population and Civil Registration Office of Ngawi District

Improving Population Administration Services through the Implementation of the “Dimana Anda Kemana Anda Kami Layani” Program (Dinda Kanda Kalayani) by the Population and Civil Registration Office of Ngawi District

Legal Policy Review for Effective Administration in the Age of Artificial Intelligence - Focused on the Activation Plan of Civil Administration Service -

Legal Policy Review for Effective Administration in the Age of Artificial Intelligence - Focused on the Activation Plan of Civil Administration Service -

Analisis Reformasi Tata Kelola Administrasi Pemerintahan (Studi Kasus Provinsi Jawa Barat)

The challenges of governance in the era of globalization are becoming increasingly complex, particularly in West Java Province, which faces public demands for efficiency, transparency, and accountability in public services. Although governance reforms have been implemented, obstacles such as complex bureaucracy, a lack of accountability, and rapid socio-economic changes continue to impact service quality. This study aims to analyze the impact of administrative governance reforms on the efficiency of public services. The main focus of this research is on the changes in transparency and public participation resulting from the implemented reforms, as well as the primary challenges faced in their implementation, including bureaucratic obstacles and technology adoption. The research employs a qualitative approach. Data were collected through 30 in-depth interviews with 10 government officials, 10 business actors, and 10 members of the general public. Additionally, focus group discussions (FGDs) were conducted involving 8-12 participants to gain deeper insights into their experiences related to governance reforms. Data analysis was performed using a thematic approach. The findings indicate that governance reforms in West Java Province have accelerated public administrative services, particularly through digitalization, which has reduced processing times for permits. However, challenges remain, such as limitations in human resources and technology, resistance to change among civil servants, and discrepancies in policy implementation across regions. Therefore, enhancing employee training and simplifying bureaucratic procedures are essential to ensure the sustainability of these reforms.

The Impact of Public Administrative Service Quality on Enterprise Satisfaction: A Study of Cambodia

The Impact of Public Administrative Service Quality on Enterprise Satisfaction: A Study of Cambodia

Reassessment of views on public administration in the field of physical culture and sports in Ukraine under martial law

The scientific research is aimed at determining the forms of public administration in the field of physical culture and sports, in particular, at clarifying the peculiarities of this field in the conditions of martial law. In order to fulfill the tasks of the research, the author analyzed the forms and means of public administration in the field of physical culture and sports, determined the state of their legal regulation, taking into account the substantiated provisions regarding the need to increase the efficiency of the use of some of them in wartime conditions. According to the results of the conducted research, it has been established that public administration in the field of physical culture and sports is the activity of public administration subjects regulated by laws and other normative legal acts, aimed at the implementation of laws and other normative legal acts, including making administrative decisions, provision of administrative services established by legislation regarding the development of physical culture and sports. Forms of public administration in the field of physical culture and sports are systematized, in particular: issuance of normative acts of public administration in the field of physical culture and sports, their application and implementation of material and technical measures; provision of administrative services by carrying out registration, permit (licensing) and approval procedures in the field of physical culture and sports; conclusion of administrative contracts in the field of physical culture and sports regarding the delegation of management powers to local sports federations with the minimization of centralized management; implementation of public control over compliance with legislation in this area, detection, recording of violations and application of measures of legal responsibility. It has been established that in the conditions of martial law and post-war period, there will be following most effective forms of public administration in the field of physical culture and sports: attraction of investments in the reconstruction of destroyed or damaged infrastructure; further development and investment of veteran sports and sports aimed at restoring the physical and psychological shape of military personnel, involving the military in the sports movement and reviving the country on the international arena, as well as simplifying the system of providing administrative services in the specified areas.

Returns to workplace connectivity: evidence from Brazil

ABSTRACT We empirically investigate the quantitative effect of workplace connectivity on workers’ wages. Connectivity measures a worker’s rank within the workplace’s connection hierarchy, considering the number of co-workers in the same occupation and firm (workplace) and the relative tenure of immediate co-workers. We construct a connectivity index as the ratio of a worker’s tenure-weighted connections to the total number of connections in the workplace, using a worker’s job tenure and the connections formed over time to obtain a relative measurement of their connectivity. Using a unique dataset from the Brazilian Annual Social Information Report (RAIS), we estimate the (fixed effect) wage equation, controlling for work and firm heterogeneity. Our results show positive and statistically significant returns to connectivity. The effect is particularly pronounced for workers in administrative services and industrial goods production, those at the bottom of the connectivity distribution, and those in medium-sized firms. We also find that a worker’s connectivity is more relevant for wages than their tenure.

Examining the Popularity, Content, and Intersections With the Substance Abuse and Mental Health Services Administration's Definition of Recovery in a Nonclinical Online Cannabis Cessation Community: Infodemiology Study of Reddit Posts.

Cannabis consumption has increased in recent years, as has cannabis use disorder. While researchers have explored public online community discussions of active cannabis use, less is known about the popularity and content of publicly available online communities intended to support cannabis cessation. This study aims to examine the level of engagement and dominant content of an online community for cannabis cessation through 3 specific aims. First, we examine the use of a subreddit cannabis cessation community (r/leaves) over time to evaluate the popularity of this type of resource for individuals who want to stop using cannabis. Second, we examine the content of posts in the community to identify popular topics related to cessation. Third, we compare the thematic findings relative to the 4 domains of recovery defined by the Substance Abuse and Mental Health Services Administration (SAMHSA). By examining these 3 gaps, we take the initial steps toward understanding the experiences being shared online among individuals interested in cannabis cessation and compare them with the principles outlined in the SAMHSA definition of recovery. Using the Pushshift application programming interface, we collected the count of posts by year between 2011 and 2021 and the narrative of the 100 posts with the most comments per year in a popular cannabis cessation-focused subreddit (r/leaves). A linear model and a nonlinear model were compared to evaluate change in the number of posts by year. Mixed natural language processing and qualitative analyses were applied to identify top terms, phrases, and themes present in posts over time. Overlap between themes and the 4 SAMHSA domains of recovery (health, purpose, community, and home) were examined. The number of annual posts in r/leaves increased from 420 in 2011 to 34,841 in 2021 (83-fold increase), with exponential growth since 2018. The term that was the most common across posts was "smoke" (2019 posts). Five major themes were identified, and a narrative arc was represented, from motivations and perceived benefits of cannabis use to the negative consequences of use, strategies to change behaviors, and the positive and negative consequences of change. There was substantial overlap between these 5 themes and 3 of SAMHSA's 4 domains of recovery: health, purpose, and community. However, the domain of home was less commonly identified. Engagement in this online cannabis support community appears to be increasing. Individuals using this forum discussed several topics, including multiple aspects of recovery defined by the SAMHSA. Online communities, such as this one may, serve as an important pathway for individuals seeking to reduce or cease their consumption of cannabis.

Offering services and self-service in intelligent public administration

Self-service and offering services in public administration is a new concept that should be the basis of its service in the future. Here, we present a concept that should enable not only more efficient service but also the satisfaction of service users. Especially because it would provide them with the option to choose. To implement this concept effectively, it is necessary to implement intelligent public administration that can provide it. For this, we need knowledge bases and intelligent software agents. We will list some of the tools for implementing knowledge bases, and in one tool, we will create an appropriate database. We will use it to present the process of offering services. Here, we will mention the process of forwarding the "Birth Certificate" - a birth certificate that is part of self-service. We will mention offering a "Criminal Record Certificate" and "Title deed" as an example of offering services. These are a unique public administration data warehouse and a necessary means for user identification. There are also necessary legal prerequisites for implementing and using self-service and offering services in intelligent public administration.