DOI: 10.21637/GT.2012.00.04.

Efficiency of Single Contact Points Services for entrepreneurs: Case of Slovakia

MARIŠOVÁ, Eleonóra – FANDEL, Peter – ILKOVÁ, Zuzana – MALATINEC, Tomáš

The agenda of small business in Slovakia is administered by Single Contact Points (SCPs). The aim of SCPs was to establish efficient assistance to entrepreneurs in dealing with business license, but also streamline the procedure of district individual administrative offices at the center. To investigate how the new units are efficient in their role was the goal of the research presented in this paper. Two approaches were applied. First, qualitative analysis based on questionnaire survey among entrepreneurs was done within all 50 SCPs. Its goal was to learn how entrepreneurs view the quality and efficiency of SCPs from the prospective of their needs. Second, quantitative analysis of efficiency based on evaluation of transformation inputs into outputs was done on all 50 SCP. The goal of this empirical analysis was to compare all SCPs from the aspect of their performance and find factors, which may influence their efficiency. Nonparametric Data Envelopment Analysis and Malmquist index procedures were used to investigate static and dynamic nature of SCP’s efficiency. The results of this study show that the proportion of efficient units is 16%, the average efficiency is 0.72. There are some statistically significant differences in average technical efficiency scores among regions. Analysis of the associations of efficiency measures and entrepreneur’s perception of SCPs shows weak negative correlation. Comparison of result of years 2009 and 2010 showed growth of TFP productivity of SCPs by 7.9%, which is a result of a positive technical change by 15,5%, but negative technical efficiency change by 6,7%.

KEYWORDS: public administration, services quality, single contacts points, small business, technical efficiency, scale e fficiency, Malmquist TFP index, technical change

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