The progress of information and communication technology (ICT) in recent years has significantly affected business activities and both private and public sectors. In Albania, the government and public institutions have faced challenges in the implementation of electronic services and digitalization to improve the provision of public services and to meet the needs and expectations of citizens and society by providing quality public services. The e-government platform plays a key role in facilitating the delivery of electronic services, allowing citizens and businesses to communicate with the government and its institutions. In the last 15 years, the use of information technology for innovation in the administration of public services has gained special importance, supported by a framework of policies, plans, regulations, and new institutions. Albania has made significant progress in this field, offering 61% of public services online through the e-Albania platform. The paper aims to examine the relationship between the digitalization of public services and the effect this process has on the human resources available to public services. This study is based on data research, including elements such as age, gender, and others, divided into different intervals, and testing of hypotheses. The core of the study is directed towards the preferences and concerns of users regarding the digitalization of public services and its impact on human resources in the public services sector. The study emphasizes the determination of user preferences for the digitalization of public services, examining the impact on their approach and perception towards this process in detail.