Public services transformation has as its goal providing services in a more effective and efficient manner, with provision of high level of ethical principles. Accordantly to the set requirements, the manager’s role is of crucial importance for the success of public services transformation. The presented case study has served as an illustration of the way in which the role of policy, as well as the existing behavior and practices of present managers influence on the transformation of the public services operation to modern ways of business implying a high level of efficiency and ethics. The basis of the research sample was made of the services’ users, as well as the employed in the public services on the territory of Srem, one of Serbia’s regions. The research and the analyses of the results obtained have pointed that the present politized manner of appointing managers in the public services of Serbia, as well as the existing centralized, hierarchical structure do not contribute to the generation of transformation of the managers into ethical leaders and initiators of efficiency of public services operations. The same to a great extent represents a significant barrier to creation of an efficient management, capable of creating a better and more quality service for the users.