This thesis aims to answer a question whether it is possible to provide public administration as a service and how can ITIL be used. The thesis is divided into three parts. In the first part of the thesis the theory of management is broken down, the basic concepts are explained and a brief history of the development of public administration in the Czech Republic to the present as well as briefly introducing the expected developments in the near future. The second part of the thesis explains the ITIL framework as the de facto standard for IT management. This Includes the life cycle services, starting with the requirements of customer service through service strategy, service design, service transition, service operation and the ending stages of continuous service improvement. Third section introduces the concept of PAIL as an analogy to the ITIL methodology. Removing the "IT" from "ITIL" makes an "IL", an infrastructure library of good practice, where we find instructions on how to provide, generally, any form of infrastructure services. The essence of this methodology, it the "IL", featuring the specifics of public administration "PA", thus arises as the methodology "PAIL", a " public administration infrastructure library". The design of PAIL takes into account the differences between public administration and providing IT services, however the two methodologies are based on the same principles of service management. As an example of possible implementation in public administration PAIL shows the applicability of the methodology on the example of a single point of contact for the public administration called the "Public Service Desk".

Depuis quelques années, la communauté scientifique distingue les agresseurs sexuels d’enfants des personnes attirées sexuellement par les mineurs (PASM). Malgré tout, peu de choses sont mises en place pour aider ces personnes en amont d’un possible passage à l’acte et d’une possible judiciarisation. Certaines PASM vivent beaucoup de détresse à cause de la présence de leur attirance sexuelle pour les mineurs et de la stigmatisation associée à celle-ci. Il existe peu de connaissances sur les processus d’identification de ces personnes, et les recherches sur l’aide offerte sont souvent centrées sur les barrières à l’obtention de ces services. Cette étude vise à comprendre comment les PASM s’identifient et sont identifiées à leur attirance, et l’influence de cette identification sur leur parcours d'aide. Nous avons réalisé des entretiens auprès de 6 hommes attirés par les mineurs et qui sont suivi au CIDS de Laval. À travers l’analyse des étapes de leur parcours d’aide (le déclencheur, les attentes, le processus, le vécu et les conséquences), nous avons mis en lumière l’importance du processus identificatoire, sur les demandes d’aide ainsi que sur les objectifs poursuivis lors du travail thérapeutique. La plupart des personnes qui sont identifiées comme des PASM par le système de justice ne s’identifient pas psychologiquement comme telles, et inversement. Plusieurs éléments semblent influencer l’identification psychologique à l’attirance pour les mineurs, comme la nature de l’attirance, l’âge de découverte de celle-ci ainsi que sa stabilité dans le temps. En comprenant davantage le fonctionnement de l’identification psychologique, sociale et judiciaire et l’influence de celles-ci sur le parcours d’aide des PASM, nous serons en mesure d’offrir de l’aide plus efficacement afin de prévenir l’ancrage de la détresse chez les PASM et les abus sexuels sur les mineurs. / In recent years, the scientific community has distinguished child sexual abusers from minor attracted person (MAP). Despite everything, few things are in place to help these people upstream of a possible legal action. MAP’s experience a great deal of distress because of the presence of their sexuel attraction to minors and the stigma associated with it. Little is known about the processes for identifying such people, and research on the help available has often focused on barriers to obtaining these services. This study aims to understand how MAP’s identify and are identified with their attraction, and the influence of this identification on their aid journey. We conducted interviews with 6 men sexually attracted to minors and who are followed at the CIDS in Laval. Through the analysis stages of their journey (the trigger, the expectations, the process, the experience and the consequences), we have highlighted the importance of the identification process, on requests for help as well as on the objectives pursued during the therapeutic work. Most people who are identified as MAP’s by the justice system do not identify themselves psychologically like this, and vice versa. Several elements seem to influence the psychological identification with attraction to minors, such as the nature of the attraction, the age at which it was discovered and its stability over time. By better understanding how psychological, social and forensic identification works and the influence of these on the aid journey of MAP’s, we will be able to offer help more effectively in order to prevent anchoring distress among MAP’s and sexuel abuse of minors.