In the global context generated by the Covid-19 pandemic crisis, the public administration systems from all over the world faced serious challenges to provide public services continuously, because in many cases the access at these services was a physical one.
Thus, many public administrations promoting the principle of good governance by increasing the degree of transparency had to rapidly adapt by creating modern tools and efficient accessible communication channels, adapted to the advances of modern technology.
The aim of this paper is to explore which were the challenges for Romanian National Agency for Payments and Social Inspection (ANPIS) for increasing the quality of social services and reducing administrative burdens by developing a user-friendly communication interface, direct, easy to access and accessible to citizens.
The research methodology combine 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 a type of response, what difficulties do staff face in dealing with interactions with citizens, how does their work affect them, and what tools can they use to reduce this effort .