Challenges for Increasing the Quality of Social Public Services and Reducing Administrative Burdens at the Level of the Romanian National Agency for Payments and Social Inspection (ANPIS)

The aim of this paper is to explore which were the challenges for Romanian National Agency for Payments and Social Inspection (ANPIS), as a provider of public services, for increasing the quality of social assistance and reducing administrative burdens by creating an easy access way for the users of the social public services. The research methodology combines the qualitative method with the quantitative one. Thus, a structured questionnaire was applied to the employees of the ANPIS in order to identify what is the time required to provide responses to petitions, what difficulties do staff face in dealing with interactions with citizens, how does their work affect them, and what tools they could use to reduce this effort.