Master Thesis

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Ndikimi i teknologjisë informative dhe komunikimit në administratën publike
(AAB College, 2025) Zubaku, Shqipe
This paper aims to analyze the impact of Information and Communication Technology (ICT) on improving the efficiency of administrative processes in public administration, as well as to evaluate the role of ICT in increasing transparency and accountability to citizens, and in facilitating access in public services. The study was carried out with a sample of 150 citizens, who were surveyed to collect data on the use of ICT in public administration. Statistical analysis includes correlation and other statistical tests to assess relationships between different variables. The results show a strong positive correlation between the use of ICT and the efficiency of administrative processes (Cor = 0.568, p < 0.01). Also, the study has identified that ICT integration increases the transparency and accountability of institutions, facilitating citizens' access to services. Statistically significant differences in ICT use were observed by education level and age group, with individuals with higher education showing higher use of technology. The effective use of ICT has the potential to transform public administration, increasing efficiency and improving relations with citizens. It is recommended that institutions invest more in technological infrastructure and staff training, as well as create clear mechanisms for citizens' feedback.