Communication Technologies and the public service: Is it the case of citizens inclusion in the public service standard in Albania?

Abstract

The Albanian challenges have been insistent not just for domestic researchers, academics, or even Albanian citizens; they pique a lot of people in different geographic positions, first of all, the European ones, because by a strong European drive Albanian progresses have been oriented. This brings a great necessity to watch very close those evolutions, processes and the impacts they have in the Albanian social tissue. At the same time, it is very important to understand what streamline has been followed till now by micro and macro processes which have affected the systems affecting thou the relations between pairs, which not necessarily are being expressed in standards. There is no sustainable change or improvement, if it is not built at the cellular level, and when we talk about the state, institutions and citizens, the way they relate, if it is standardized or not by laws or procedures, it becomes the most important reading that we must do to understand the substratum of those changes. Relations, communications and the future of the communicative situations between citizens and public operators including the public administration during the public service proceedings, indicate the quality and sustainability of Albanian evolutions in social view, as well as the forecasting we can do regarding their impact in the future. To increase complexity, we can add another variable to the communication’s analyses in the public service, which represents an important evolution of Albania in this context, the wide introduction of the Technologies of Information and Communication (TIC) in the biggest part of public service provision. This makes us investigate about effects and impacts they have had during the service delivery. We may judge the transparence’s perception related to how much equal citizens consider they are being treated by public operators, what’s the influence it has in the trust climate, notably on the citizens trust towards public administration, whose salaries are being paid by public and who theoretically must carry over public interest. We may, as well, investigate the impact that this variable has had in the new dimension of accountability which en bloc, associated by an accurate lawful and institutional monitoring, has been very sensitive and actually they represents mayor arguments of social and political debate in the country.