As the relationship between citizens and the public administration becomes ever closer, due to the wide variety of government sponsored services offered, the link between the two has also evolved. Moving forward with plans for public administration modernization has played a key role in this evolutionary process. This modernization effort is characterized by three elements: the increasing demand for the rendering of quality services, the demand for new services (mainly related to the implementation of new technologies) and the demand for making efficient and effective use of human and other natural resources. In order to successfully deal with the aforementioned challenges, the public sector has been working diligently to redefine citizen services so that the services offered meet existing demand.
This effort has resulted in the simplification of administration procedures, the integration of information sources and management processes, the reorganization of citizen service and management processes, the implementation of information systems that support customer service functions and paperwork processing and the inauguration of new citizen related channels and concepts that include personalization and proactivity elements.
The increase in the amount of resources used by the public sector must be accompanied by the use of effective management models that are supported by the reduction of administrative loads and the intensive use of information technologies. The material and budget volume required for rendering basic services such as health care and educations make it necessary to increase the amount of resources available.