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Every citizen in the country uses the services provided by the public administration in daily contact. At present, we can see increasing demands on public administration employees, as well as changing citizens' understanding of the client and the consumer, as it is in the private sector. Here, however, it is important to point out that the citizen is more like an unwanted client, hitting a high level of bureaucracy and also the unwillingness of officials to act. The first impression and contact with professional o...