Provision of Public Services for Overall Well-Being in the Municipality

ISSN 1392-3110 (Print) ISSN 2351-6712 (Online) Socialiniai tyrimai / Social Research. 2015. Nr. 2 (38), 33–42 Provision of Public Services for Overall Well-being in the Municipality Inga Jēkabsone1, Biruta Sloka2 University of Latvia Raiņa bulvāris 19, LV-1586 Riga, Latvia E-mail: [email protected]; [email protected] The article has been reviewed. Received on 14 September 2015, accepted on 9 November 2015 Abstract It is important for service providers to know The aim of the paper is to present analysis of their clients’ opinion about public services, their subjective well-being regarding municipality provided expectations and whether they have been met public services and its impact on overall well-being using and what needs to be done. therefore customer the approved methodology. satisfaction surveys should be carried out regularly The main findings are as follow: in order to and the quality of services evaluated since it is one provide public services that meet the needs of the public, municipalities should involve the community in the of the most significant indicators identifying the decision-making process. Research into subjective well- satisfaction level and subjective well-being. being carried out in Salaspils municipality showed that Regular assessment of public services is an well-being is directly affected by public services provided important issue especially at local level, taking into in the municipality. account that local government is the main public Keywords: subjective well-being, municipality, employer and provider of a wide range of services. citizen participation, public services. Local government is close to citizens and should more actively promote a participatory policy in its Introduction activity and strategy. Community involvement in Municipalities play a very important role in local government activity is a means of information ensuring and promoting well-being of the public sharing, collecting and obtaining feedback. as local government is charged with responsible The aim of the paper is to analyse public for effective and efficient use of natural resources, services provided in Salapspils municipality and provision of public services, creation of job places. their role seeking to achieve overall well-being and Local municipalities draw up municipal land and evaluate subjective well-being using the approved property use and lease, infrastructure renovation SPIRAL methodology. and investment plans with a view to developing and In order to achieve this aim the following improving public services. tasks were formulated: Municipality provided public services may be 1) to overview the theory of the role of the defined as systems, activities that are of benefit to municipality in ensuring well-being; the local community. Many different definitions of 2) to analyse legal acts on public services provision public services depend on what goods and services in the municipality; are being marketed. Citizens’ expectations regarding 3) to present the results of the empirical research public services delivery have been rising due to carried out in Salaspils municipality (Latvia) technology and communication development. using the SPIRAL methodology seeking to People living in the municipality want to evaluate and improve subjective well-being interact with the service provider using modern regarding provided public services. communication tools Seeking to meet their rising The following research methods were used: expectations municipalities have to implement a analysis of the scientific literature on the concept participatory policy, and measure subjective well- of well-being and its links with community being and identify the level of satisfaction with participatory practices, analysis of subjective provided services. well-being identified during the research carried Copyright © 2015 Šiauliai University Press 33 out in Salaspils municipality using the SPIRAL democratic skills, overcoming the feeling of methodology approved by EU Council experts. powerlessness and alienation and legitimacy of the The theoretical framework of the role and political system in general (Soma, Vatn, 2014). importance of local authority in ensuring well- being in the context of public services at local Public service delivery in the municipality level provided in various strategic documents and Services are usually defined as works, normative acts has been analysed in comprehensive processes and activities (Zeithaml, Bitner, 2000). scientific studies. The concept of service comes from business Stoker (2011) considers that the role of local literature with various definitions: Ramaswamy government is under threat because of wide societal (1996) describes service as “business transactions and economic developments, and that democracy is that take place between a donor (service provider) strongest in those municipalities which fulfil various and receiver (customer) in order to produce an functions. outcome that satisfies the customer”, Zeithaml and The concept of local governance and its Bitner (2000) defines services as “works, processes implications for well-being have been analysed and activities”. in many comprehensive empirical and theoretical Having reviewed various definitions of studies and equaled to good governance (Jordan, services Yong (2000) notes the following features 2008, O’Riordan and Voisey (1998); Lafferty (2004); which help understanding the concept. Firstly, Gahin (2003); Evans (2005) Dluhy and Swartz services are an activity which happens through (2006)) has developed the framework for evaluating interaction between consumers and service the role of local government in ensuring well-being. providers (Ramaswamy, 1996). Secondly, such Lately the concept of sustainable development came factors as physical resources and the environment to the fore (Swanson and Pintér (2006). Pinter et play an important mediating role in the process of al. (2012) has proposed the Bellagio Principles for service production and consumption (Collier, 1994; assessing progress towards sustainability; Mineur Gronroos, 1990). Thirdly, while providing services, (2007) – indicators for monitoring and evaluating i.e. fulfilling certain functions, consumers may need sustainability in the context of ensuring well-being. help in, for example, problem solving (Aninboade, The role of local government is laid down in 2012; Gronroos, 1990; Ramaswamy, 1996). several laws passed in the Republic of Latvia. The It is traditionally believed that services are not main law governing the work of a municipality in authority’s priority. Public services usually have a is the Law on Local Governments. Although it does built‐in customer base. Having this monopoly means not directly speak about the role of a municipality in that authority is not stimulated to improve services. promoting well-being the functions of a municipality A need for and interest in integration of are clearly laid down in Paragraph 15 and are the sustainability strategies into the core business basis for defining and funding its activity. The processes of the public sector has been growing functions of a municipality include public services (Brammer, Walker, 2011; Enticottand, Walker, delivery, territory administration, organising 2008). Several countries have started implementing education, cultural, health and social care services, some initiatives towards sustainability, e.g., the etc. (Latvijas Vēstnesis, 1994). All that is directly UK (Enticott, Walker, 2008), Sweden (Lundberg et linked to well-being. al., 2009), the Netherlands (Hoppe, Coenen, 2011) Public participation in the decision-making or the USA (Saha, 2009). Sustainability initiatives process promotes well-being and ensures sustainable mainly focus on creating a sustainable environment, development of the community. As the United and measuring and assessing authority activities in Nations Conference on Sustainable Development this area, namely its operations and management (Rio+20) declares: “We underscore that broad practices. Local governments municipalities are public participation and access to information and part of a wider movement towards sustainability judicial and administrative proceedings are essential culture, they are recognised leaders in and to the promotion of sustainable development” advocates for sustainability (Domingues, 2015). (United Nations, 2012: principle 43, p. 14) and Local public service agencies play a central role further “we acknowledge the role of civil society in adopting initiatives towards sustainability and and the importance of enabling all members of have to strengthen this role, as emphasised by civil society to be actively engaged in sustainable Williams et al. (2011). For example, in Norway, development” (United Nations, 2012, principle 44, almost half of all government spending goes to p. 14). In addition, public participation contributes local government, counties and municipalities since to the development of civic competences, building they are responsible for CO2 emissions (Larsen, 34 Hertwich, 2011). In Portugal, local authority often Research methodology is the main local employer and plays the main role The research on well-being in terms of public in local development, regardless of its size, location services was carried out in Salaspils municipality, or demographic characteristics (Nogueiro, Ramos, The municipality is located in the central part of 2014). Latvia. Salaspils is a suburb of Rīga, the capital At local level, community administration city of Latvia.

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