Problems of the Functioning of E-Administration in the Silesian Region of Poland from the Perspective of a Person with Disabilities

  • Radoslaw Wolniak
  • Bożena Skotnicka-Zasadzień
  • Michał Zasadzień
Keywords: e-administration, development, the disabled persons, Poland, Silesian Province, municipal office


The article presents an analysis of the functioning of e-administration in municipal offices in the Silesian Province in Poland. It was evaluated by handicapped people with various degrees of disability, of different ages and different educational backgrounds. In Poland the disabled, similarly to abled-bodied people, have to take care of various official matters in offices. It is important that all these clients, in particular the handicapped, can arrange things without leaving their home. The following hypothesis has been formulated in the present article: more frequent use of electronic tools for communication with the office leads to increased satisfaction of the disabled client with the functioning of e-administration. Based on the study conducted, the following variables received the highest scores: functioning of an office’s website under various browsers (score 4.89); providing a service in a safe way (4.76); polite and friendly attitude of employees towards clients having trouble using the e-office (4.75); employees’ assistance for the client in the event he/she makes a mistake when using the e-office (4.75).The lowest rated issues among the investigated variables include: promptness of employees’ response to e-mails (4.29), promptness of e-service provision (3.34), and taking care of official business on the first attempt (4.42).