The State of Client-Centered Public Service Delivery in the Netherlands

2009 ◽  
pp. 293-304 ◽  
Author(s):  
Jurjen Jansen ◽  
Sjoerd de Vries ◽  
Thea van der Geest ◽  
Rex Arendsen ◽  
Jan van Dijk
Keyword(s):  
The Netherlands ◽  
Service Delivery ◽  
Public Service ◽  
The State ◽  
Public Service Delivery

Public service motivation and job performance of public sector employees in the Netherlands

2009 ◽  
Vol 75 (1) ◽  
pp. 35-52 ◽  
Author(s):  
Peter Leisink ◽  
Bram Steijn
Keyword(s):  
Public Sector ◽  
The Netherlands ◽  
Service Delivery ◽  
Job Performance ◽  
Public Service ◽  
Public Service Motivation ◽  
Measurement Scale ◽  
Public Service Delivery ◽  
Four Dimensions ◽  
The Usa

This article contributes in three ways to our understanding of public service motivation (PSM) and its effects. In the first place, it applies an abridged version of Perry's measurement scale in the Dutch public sector. Although the results of the analysis show that PSM is a valid concept in this context, doubts arise as to whether one should use the same four dimensions as in the USA. Second, the analysis shows that — contrary to expectations — PSM is of equal importance in the segments of the Dutch public sector that were investigated. Third, the effect of PSM on three performance-related behavioural outcome variables (commitment, willingness to exert effort and perceived job performance) is analysed. In addition to PSM, a measurement of PSM fit is included. The hypothesis that PSM fit mediates the relationship between PSM and the outcome variables is rejected. In practice, it appears that both PSM and PSM fit have independent effects on these outcome variables. Points for practitioners Public organizations have to attract people who are motivated to work for the sector. In the Netherlands, the Ministry of the Interior is running a recruitment campaign to achieve this. This article shows the value of this strategy as workers with such a motivation (`public service motivation' or PSM) are more committed to the organization, more willing to exert effort and have a higher perception of their performance. Probably this will reflect in better public service delivery. However, the article also shows that recruiting PSM-oriented workers is not enough. It is also important that workers will be able to really `use' their PSM in their work. If not, they will become frustrated, which in the end will have adverse effects for the quality of public service delivery.

scholarly journals Influence of Electronic Administration on Public Service Delivery among State Agencies in Kenya

2021 ◽  
Vol 6 (2) ◽  
pp. 39-43
Author(s):  
Kenneth Goga Riany
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Sampling Technique ◽  
Target Population ◽  
Positive Influence ◽  
The State ◽  
State Agencies ◽  
Strategy Execution ◽  
Public Service Delivery ◽  
The Government

E-Administration remains a key E-Government strategy that seeks to ensure the management of the government institutions and organizations if effectively done to enhance effectiveness and proper service delivery. The purpose of this study was to examine the influence of E-Administration on the public service delivery among state agencies in Kenya. The study adopted a descriptive research design to collect data from the target population comprising of 4230 employees within the management cadre at 132 specific government state agencies. Convenient sampling technique was used by the study to sample the respondents within the 132 specific government state agencies. A sampling formula was applied to calculate the sample size of 365 employees and self-developed questionnaires were used to collect data from the sample. Data was analyzed using descriptive and inferential statistics. The study found that E-Administration had a significant and positive influence on public service delivery by the state agencies in Kenya. The study further established that strategy execution had a significant moderating effect on the relationship between E-Administration and public service delivery by the state agencies in Kenya. The study recommended that the government through the state agencies should embrace E-Administration as a way of enhancing public service delivery. The management of state agencies should furthermore embrace strategy execution practices so as to enable success of E-Administration.

Influence of Knowledge Management Practices on Public Service Delivery by Municipalities

Mousaion ◽  
2019 ◽  
Vol 37 (3) ◽  
Author(s):  
Charleen Musonza ◽  
Ndakasharwa Muchaonyerwa
Keyword(s):  
South Africa ◽  
Knowledge Management ◽  
Service Delivery ◽  
Public Service ◽  
Qualitative Data ◽  
Management Practices ◽  
Integrated System ◽  
Eastern Cape Province ◽  
Eastern Cape ◽  
Public Service Delivery

This study examines the influence of knowledge management (KM) practices on public service delivery by municipalities in the Eastern Cape province of South Africa. The study sought to determine the factors that have triggered the implementation of KM practices; the effectiveness of KM practices towards public service delivery; and the extent to which KM practices have influenced public service delivery by municipalities in the Eastern Cape province of South Africa. Both quantitative and qualitative methods were employed in this study. Quantitative data were collected through a survey questionnaire administered to a sample of 202 employees at the Raymond Mhlaba Municipality in the Eastern Cape. Qualitative data were collected through observations and interviews of 2 senior managers. The data collected gave a response rate of 72 per cent. The quantitative and qualitative data were analysed descriptively and presented verbatim respectively. The results indicated that the internal and external factors included in this study have contributed to the implementation of KM practices in the municipality. Furthermore, the effective use of KM practices has increased the organisational KM initiative, as well as the provision of services such as electricity, education, transport, and social services by the municipality. The study recommends the establishment of KM awareness and the establishment of an integrated system that will assist in effective knowledge sharing, retention and acquisition across municipalities in the Eastern Cape.

Public service delivery in the Nordic Region: An exercise in collaborative governance

2021 ◽  
Author(s):  
Elin Cedergren ◽  
◽  
Diana Huynh ◽  
Michael Kull ◽  
John Moodie ◽  
...  
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Collaborative Governance ◽  
Welfare States ◽  
Ageing Population ◽  
Public Authorities ◽  
Public Service Delivery ◽  
Health Crisis ◽  
Nordic Region

Nordic welfare states are world renowned for providing high quality public services. Nordic municipal and regional authorities, in particular, play a central role in the delivery of key public services in areas, such as, health, education, and social care. However, in recent years, public authorities have faced several challenges which have reduced capacity and resources, including long periods of austerity following the 2008 financial crash, rapid demographic changes caused by an ageing population, and the COVID-19 health crisis. In response to these challenges many public authorities have looked to inter-regional, inter-municipal and cross-border collaborations to improve the quality and effectiveness of public service delivery (OECD 2017; ESPON 2019). Indeed, collaborative public service delivery is becoming increasingly prominent in the Nordic Region due to a highly decentralized systems of governance (Nordregio 20015; Eythorsson 2018).

A review of Zimbabwe’s macro-fiscal forecasts

2017 ◽  
Vol 8 (4) ◽  
pp. 433-440 ◽  
Author(s):  
Chathebert Mudhunguyo
Keyword(s):  
Root Mean Square Error ◽  
Service Delivery ◽  
Mean Square Error ◽  
Root Mean Square ◽  
Public Service ◽  
Spillover Effects ◽  
Mean Square ◽  
Public Service Delivery ◽  
Content Type ◽  
Forecasting Errors

Purpose The purpose of this paper is to evaluate accuracy of macro fiscal forecasts done by Government of Zimbabwe and the spillover effects of forecasting errors over the period 2010-2015. Design/methodology/approach In line with the study objectives, the study employed the root mean square error methodology to measure the accuracy of macro fiscal forecasts, borrowing from the work of Calitz et al. (2013). The spillover effects were assessed through running simple regression in Eviews programme. The data used in the analysis are based on annual national budget forecasts presented to the Parliament by the Minister of Finance. Actual data come from the Ministry of Finance budget outturns and Zimbabwe Statistical Agency published national accounts. Findings The results of the root mean square error revealed relatively high levels of macro-fiscal forecasting errors, with revenue recording the highest. The forecasting errors display a tendency of under predicting the strength of economic recovery during boom and over predicting its strength during periods of weakness. The study although found significant evidence of GDP forecasting errors translating into revenue forecasting inaccuracies, the GDP forecasting errors fail to fully account for the revenue errors. Revenue errors were, however, found to be positive and significant in explaining the budget balance errors. Originality/value In other jurisdictions, particularly developed countries, they undertake regular evaluation of their forecasts in order to improve their forecasting procedures, which translate into quality public service delivery. The situation is lagging in Zimbabwe. Given the poor performance in public service delivery in Zimbabwe, this study contributes in dissecting the sources of the challenge by providing a comprehensive review of macro fiscal forecasts.

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