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AN EVALUATION OF THE FUNCTIONING OF AN E-OFFICE BY THE DISABLED ILLUSTRATED BY THE EXAMPLE OF THE CITY HALL OF KATOWICE

Radoslaw Wolniak, Bozena Skotnicka-Zasadzien

First published: 2014https://doi.org/10.5593/sgemsocial2014/B12/S2.009View metrics

Abstract

The article presents the functioning of an e-office in Katowice as evaluated by the disabled. Investigations were carried out on a sample of 60 disabled people who were clients of the analysed e-office. The aim of the study was to determine what kinds of communication were most frequently used by the disabled. The analysis took into consideration personal visits in the office, the use of e-mails, internet communicator, telephone, letters and the e-administration system. The conducted research revealed that the disabled most often use telephone communication and personally visit the office. E-administration is used to a little extent. In the second stage of the analysis e-administration was evaluated by disabled persons. The level of these services’ quality was rated average; a few elements to be improved were specified: promptness of the office employees’ reaction to emails, updating the clients on the matter being handled, handling matters in the office on the first attempt, the functioning of the office website in various browsers.

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Publication details

Title
AN EVALUATION OF THE FUNCTIONING OF AN E-OFFICE BY THE DISABLED ILLUSTRATED BY THE EXAMPLE OF THE CITY HALL OF KATOWICE
Authors
Radoslaw Wolniak, Bozena Skotnicka-Zasadzien
Proceedings
Proceedings of 1st International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2014
Publisher
STEF92 Technology
Year
2014
Pages
65-72
SWS Citekey
Wolniak201426572
ISSN
2367-5659
ISBN
978-619-7105-23-0
Language
en
Publication type
Proceedings Paper
Keywords
disabled peoplee-administrationcommunicationlevel of services’ quality
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