Scotland's Civic Society v. England's Big Society? Diverging Roles of the VCS in Public Service Delivery

2011 ◽  
Vol 10 (3) ◽  
pp. 353-363 ◽  
Author(s):  
Mike Danson ◽  
Geoffrey Whittam
Keyword(s):  
Northern Ireland ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Public Service Delivery ◽  
Civic Society ◽  
Big Society ◽  
The Public

The devolved governments and parliaments of Scotland, Wales and Northern Ireland increasingly have been adopting different approaches from England to the delivery of public services. With more powers and responsibilities, Scotland has initiated these moves to divergence, not least with respect to the roles of volunteering, the Voluntary and Community Sectors (VCS) in the context of the ‘Big Society’. This article explores how the environment and institutions in Scotland increasingly are generating moves for different relations between the public, private and VCS. With key powers reserved for the Westminster parliament, differences are demonstrated in the position and development of the VCS.

Voluntary cooperation of citizens in the community model of public service delivery

2020 ◽  
Author(s):  
Beáta MIKUŠOVÁ ◽  
Nikoleta JAKUŠ ◽  
Marián HOLÚBEK
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Goods ◽  
Public Service ◽  
Public Services ◽  
Revealed Preferences ◽  
Public Service Delivery ◽  
Continuous Increase ◽  
The Public ◽  
Community Model

Most of the developed countries have implemented new principles of public sector reform – new approaches to the management of the public sector. A major feature of the new public management (NPM) is the introduction of market type mechanisms (MTM) to the running of public service organizations: the marketization of the public service. The marketization of public services aims at a continuous increase in public expenditure efficiency, continual improvements in public services quality, the implementation of the professional management tools in the public sector, and last but not least, charge for public services. Price of public services in mainstream economics theory is connected with preference revelation problem. Economic models explain the relationship between consumer behavior (revealed preferences) and the value of public goods, and thus determine the value of the goods themselves. The aim of the paper is to determine the success of the community model of public service delivery based on the demonstrated preferences of individuals in the consumption of public services / public goods. The direct way of determining the preferences of individuals was used in this paper (willigness to pay and willigness to accept). These preferences will be identified based on the crowdfunding campaign as an example of community model of public goods provision by using survey experiment method. The willingness of individuals to pay is dependent on the individual's relationship with the organisation, the organisation's employees, or sympathise with those for whom the collection is, for whom the project is designed.

scholarly journals Co-Production of Digital Public Services in Austrian Public Administrations

2021 ◽  
Vol 11 (1) ◽  
pp. 22
Author(s):  
Noella Edelmann ◽  
Ines Mergel
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
New Technology ◽  
Digital Transformation ◽  
Public Service Delivery ◽  
The Public ◽  
Digital Service

In the digital transformation of public administrations, objectives are no longer simply the implementation of new technology, but the involvement of all stakeholders into the process of digitalization. The Digital Roadmap of the Austrian government emphasizes the need of co-production of public services as a key element to public service delivery and, subsequently, innovation of the public sector. To understand how co-production in digital service delivery is implemented in Austria, we conducted interviews with 41 experts from public administrations in order to understand who is involved in such processes, how they are involved, and what outcomes are to be achieved.

scholarly journals Chatbot-mediated public service delivery

First Monday ◽  
2020 ◽  
Author(s):  
Tendai Makasi ◽  
Alireza Nili ◽  
Kevin Desouza ◽  
Mary Tate
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Waiting Times ◽  
Evaluation Criteria ◽  
Service Access ◽  
Public Service Delivery ◽  
The Public ◽  
Public Managers ◽  
Wide Range

Chatbots — computer programs designed to interactively engage with users, replicating humanlike conversational capabilities during service encounters — have been increasingly deployed across a wide range of Internet-based public services. While chatbots provide several advantages (e.g., improved user experience with reduced waiting times to service access), the surge of chatbot use in public service delivery has frequently been plagued with controversy, poor publicity, and legal challenges. One important reason for this is that users of the services, and the wider public, do not always feel that chatbot-mediated services demonstrate the appropriate public service values. We investigate the public service value dimensions required in chatbots designed for use in the public sector. Specifically, we (a) review chatbots and their use in the delivery of public services; and, (b) develop a framework of how public service values can be exemplified by chatbots. Our study provides implications and evaluation criteria for stakeholders in chatbot assisted public services, including researchers, public managers, and citizens.

scholarly journals MEMBANGUN SISTEM PELAYANAN PUBLIK YANG MEMIHAK PADA RAKYAT

Populasi ◽  
2016 ◽  
Vol 13 (1) ◽  
Author(s):  
Agus Dwiyanto
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Public Service Delivery ◽  
Bureaucratic Corruption ◽  
Strict Adherence ◽  
The Public ◽  
Bargaining Position ◽  
The Government

Public service delivery in Indonesia has failed to win the hearts of the public. Such a stance is attributed to distortions, which owe their origins to the bureaucratic structure of the organization and administration of public service provision, as well as the haphazard work practices, all of which have undermined the efficiency of public service delivery. The public, as customers of services, has been plagued by accessibility problems, persistent delays, and rampant bureaucratic corruption. The lack of responsibility and authority by those delivering public services imply that strict adherence to rigid rules and regulations takes precedence over serving the interests of the public. Public service bureaucracy in Indonesia is indeed rule rather than customer driven. Besides, customers of public services have a weak bargaining position, which precludes their raising any complaints in case the services received fall short of their expectations and a far cry from fulfilling their satisfaction. In order to revitalize the image of the civil service the government must enhance the effectiveness, efficiency, and fairness in the delivery of public services. Nonetheless, making recommendations on the quality improvement is one thing, implementing them is another, even more complex issues. A number of changes must be effected; right from the top brass down to the first-line service providers, if the much cherished more customer-driven work ethics are to be instilled.

Organizational Concepts of Public Services in the Republic of Macedonia

10.4335/77 ◽  
2009 ◽  
Vol 7 (2) ◽  
pp. 129-140 ◽  
Author(s):  
Borce Davitkovski ◽  
Ana Pavlovska Daneva
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
Legal Framework ◽  
Social Needs ◽  
Public Institution ◽  
Legal Person ◽  
Public Service Delivery ◽  
The Public

The public services which fulfil some common social needs are provided by public, private and mixed institutions in Macedonia. Their legal framework is the Public Institution Act. Public institutions can be established by the state-owned, municipal and private funds. An institution has the capacity of a legal person with the rights and obligations determined by law. It can conclude contracts and perform legal affairs within the professional framework as it is registered in the Central Register. Each institution has its own bodies: the management board, director, a supervisory body and other bodies determined by law. During the 17-year process of Macedonia’s approaching the Euro-Atlantic integration and legal harmonization, the field of profession-specific organizations, oriented solely at providing public services, has undergone major changes. The results of these changes are still to be measured and assessed. KEY WORDS: • public service delivery • public institution • financing public service delivery • public management • Macedonia

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).

scholarly journals Autonomy of Public Service Delivery Units in Vietnam: An Institutional Perspective

2021 ◽  
Author(s):  
◽  
Minh Thi Hai Vo
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Path Dependence ◽  
Public Services ◽  
Historical Institutionalism ◽  
Political Commitment ◽  
Institutional Perspective ◽  
Sociological Institutionalism ◽  
Public Service Delivery ◽  
State Management

<p>Intrigued by the burgeoning commercialisation of public services in Vietnam, this research seeks to understand the nature of autonomy that public service delivery units have been given as part of the greater effort of the Government of Vietnam to separate business and service provision from state management. In addressing this objective, the research bases its analysis on historical institutionalism and sociological institutionalism that illuminate insights into institutional factors shaping the autonomy policies and the implementation of the policies in practice. The main data sources the research draws on are legal documents, government reports and in-depth interviews with managers and staff of public service delivery units.  The research findings illustrate that autonomy is very limited in many aspects of management because the autonomy reforms are largely influenced by the socialist-oriented market path dependence. Amidst the exhaustion of resources and legitimacy due to the regime’s flawed economic structure and inherent problems of cronyism and corruption, autonomy is utilized primarily as a strategic instrument to mobilize resources indispensable for the socialist survival. This policy direction creates incentives for the various forms of rent-seeking and corrupt behaviour among public service delivery units, occasioning the rapid and aggressive commercialization of public services. While the root of these problems lies in the intent of the policies, these problems are further nurtured by historical and cultural factors, and seriously compounded by the absence of an effective regulatory and accountability system and the lack of political commitment to fight corruption from the top leaders.  The research addresses the gap in the academic literature by offering an illuminating insight into the nature of autonomy of a country context and demonstrating the merit of converging historical institutionalism and sociological institutionalism for the study of public policies. The research’s significant contribution to policy-making is that it highlights the need to build institutions to fit in well with the reform ideas, especially when such ideas are borrowed or transferred from advanced countries with well-developed institutional foundations.</p>

scholarly journals Circular Economy Practices and Strategies in Public Sector Organizations: An Integrative Review

2020 ◽  
Vol 12 (10) ◽  
pp. 4181 ◽  
Author(s):  
Natacha Klein ◽  
Tomás Ramos ◽  
Pauline Deutz
Keyword(s):  
Public Sector ◽  
Literature Review ◽  
Service Delivery ◽  
Public Service ◽  
Circular Economy ◽  
Public Procurement ◽  
Public Service Delivery ◽  
Holistic View ◽  
The Public ◽  
Public Sector Organizations

The concept of the Circular Economy (CE) is an increasingly attractive approach to tackling current sustainability challenges and facilitating a shift away from the linear “take-make-use-dispose” model of production and consumption. The public sector is a major contributor to the CE transition not only as a policy-maker but also as a significant purchaser, consumer, and user of goods and services. The circularization of the public sector itself, however, has received very little attention in CE research. In order to explore the current state of knowledge on the implementation of CE practices and strategies within Public Sector Organizations (PSOs), this research aims to develop an overview of the existing literature. The literature review was designed combining a systematic search with a complementary purposive sampling. Using organizational sustainability as a theoretical perspective, the main results showed a scattered landscape, indicating that the limited research on CE practices and strategies in PSOs has focused so far on the areas of public procurement, internal operations and processes, and public service delivery. As a result of this literature review, an organizational CE framework of a PSO is proposed providing a holistic view of a PSO as a system with organizational dimensions that are relevant for the examination and analysis of the integration process of CE practices and strategies. This innovative framework aims to help further CE research and practice to move beyond current sustainability efforts, highlighting that public procurement, strategy and management, internal processes and operations, assessment and communication, public service delivery, human resources dimensions, collaboration with other organizations, and various external contexts are important public sector areas where the implementation of CE has the potential to bring sustainability benefits.

The Dynamics of Failing Service Delivery in Nigeria and Ghana

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Mary S Mangai
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Strong Relationship ◽  
Government Performance ◽  
Public Service Delivery ◽  
Sub Saharan ◽  
Donor Agencies ◽  
Made In

This article compares the quality of service delivery in Nigeria and Ghana in the areas of healthcare, food provision and access to clean water and sanitation. Its first finding is that public service delivery in the two countries has been perceived as inadequate and deteriorating for over a decade. Therefore, this paper concludes that Nigeria and Ghana are lagging behind in the provision of basic public services for their citizens and need to re-orient their service delivery. Governments in sub-Saharan countries are working with donor agencies at the forefront of combating poverty through a number of interventions to improve the delivery of public services. Notwithstanding these good intentions, few results have been achieved so far, especially considering the massive investment made in attempts to reduce poverty in this region. The outcomes of this research suggest a strong relationship between household satisfaction and problems experienced in service delivery in these areas. They also show that satisfaction with public service delivery involves more than government performance. Political, geographical and demographic factors are also important predictors.

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