Measuring Local Government Service Delivery Performance: Challenges and (PARTIAL) Solutions in Indonesia

2015 ◽  
Vol 28 (5) ◽  
pp. 808-817 ◽  
Author(s):  
Blane D. Lewis ◽  
Neil McCulloch ◽  
Audrey Sacks
Keyword(s):  
Local Government ◽  
Service Delivery ◽  
Government Service ◽  
Delivery Performance ◽  
Performance Challenges

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

scholarly journals An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis

2008 ◽  
Vol 1 (1) ◽  
pp. 75-82
Author(s):  
Assion Lawson-Body ◽  
Laurence Mukankusi ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Value Proposition ◽  
It Services ◽  
Government Service ◽  
Internal Process ◽  
Delivery Performance ◽  
The Impact

E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans.

scholarly journals New CLGF Four-Year Grant to Help Local Government Service Delivery and Boost CLGF’s Research Capacity

2012 ◽  
pp. 136-138 ◽  
Author(s):  
Lucy Slack ◽  
Susan Rhodes
Keyword(s):  
Local Government ◽  
Service Delivery ◽  
International Development ◽  
Policy Making ◽  
Regional Policy ◽  
Local Level ◽  
National Policy ◽  
Research Capacity ◽  
Government Service ◽  
The Uk

The UK Department for International Development (UK AID) has agreed £4.5 million funding for a four-year CLGF programme to improve governance and service delivery at local level in several areas of the Commonwealth including Africa and Asia from 2012-16. It will also help to support national policy frameworks for local government service delivery, and increase engagement of local government in regional policy planning and implementation. CLGF will continue to work with its members, UN partners and others to mobilise more resources towards the support of local government in the Commonwealth. The new programme will focus on local government pilot projects in LED, supporting ministries and local government associations in strengthening their national policy making for local government, and establish regional forums to enable local government to engage in and influence regional policy making to reflect the needs and priorities of local government. It will also boost CLGF’s research capacity with targeted research to strengthen CLGF’s policy making and advocacy, including more sustained engagement in international policy debates on key issues affecting local government, such as climate change.

E-Government Service Delivery Performance

2010 ◽  
pp. 283-300
Author(s):  
Assion Lawson-Body ◽  
Jared Keengwe ◽  
Laurence Mukankusi ◽  
Abdou Illia ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Web Sites ◽  
Information Technologies ◽  
Lower Cost ◽  
Value Proposition ◽  
Government Service ◽  
Internal Process ◽  
Four Dimensions ◽  
Delivery Performance

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 1152-1157
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Sign in / Sign up

Export Citation Format

Share Document