Citizens confront multiple challenges when attempting to access public services. This article focuses on an aspect yet unaddressed by existing literature on administrative burdens: the complexity of the written language used by government agencies in Latin America. It presents an impact...

The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesised that this effect may lie behind the failure of half a decade of...

International comparisons show that the reasons why e-government development in Germany does not occupy the desired "top spot" in rankings lie primarily in the inadequate provision of online services with little corresponding user orientation. In order to provide better and faster public...

The objective of this paper is to examine the efficiency of the public sector when it comes to labor market policy (LMP) in European Union (EU) countries. The primary aim is to provide a comprehensive evaluation of public services connected with the LMP from the viewpoint of the efficiency of...