scholarly journals Choice and Information in the Public Sector: A Higher Education Case Study

2012 ◽  
Vol 11 (2) ◽  
pp. 171-182 ◽  
Author(s):  
Jamie Harding
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Public Sector ◽  
Public Services ◽  
Student Survey ◽  
Prospective Students ◽  
Consumer Evaluations ◽  
The Public

Successive governments have encouraged the view of users of public services as consumers, choosing between different providers on the basis of information about the quality of service. As part of this approach, prospective students are expected to make their decisions about which universities to apply to with reference to the consumer evaluations provided by the National Student Survey. However, a case study of a post-1992 university showed that not all students made genuine choices and those who did tended to be in stronger social and economic positions. Where choices were made, they were infrequently based on external evaluations of quality.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

The Practical Challenges of Implementing Algorithmic Regulation for Public Services

2019 ◽  
pp. 150-177
Author(s):  
Alex Griffiths
Keyword(s):  
Higher Education ◽  
Risk Assessment ◽  
Health Care ◽  
Public Sector ◽  
Case Studies ◽  
Risk Prediction ◽  
Public Services ◽  
The Public ◽  
Regulatory Domains ◽  
Limited Effectiveness

This chapter focuses on one particularly salient application of algorithmic regulation in the public sector—for the purposes of risk assessment to inform decisions about the allocation of enforcement resources, focusing on their accuracy and effectiveness in risk prediction. Drawing on two UK case studies in health care and higher education, it highlights the limited effectiveness of algorithmic regulation in these contexts, drawing attention to the pre-requisites for algorithmic regulation to fully play to its predictive strengths. In so doing, it warns against any premature application of algorithmic regulation to ever-more regulatory domains, serving as a sober reminder that delivering on the claimed promises of algorithmic regulation is anything but simple, straightforward or ‘seamless’.

scholarly journals Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan Di Badan Pelayanan Perizinan Terpadu

PERSPEKTIF ◽  
2019 ◽  
Vol 8 (1) ◽  
pp. 6
Author(s):  
Andy Frans Leo Silalahi ◽  
Syafruddin Ritonga ◽  
Beby Masitho Batubara
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
The Public ◽  
Physical Evidence ◽  
Building Permit ◽  
Survey Results ◽  
Service Building

<em>This research title is ”Services Building Permit in Achieving Optimal Quality Public Services are held at Integrated Licensing Service Agency Pematang Siantar”. So far, in the minds of the public, that the quality of service Building Permit less bureaucracy and process sounds a bit complicated, and less than optimal. The main problem in this research is how the quality of public services in the granting of building permit in the Integrated Licensing Service Agency Pematang Siantar. The methods of data collection to use in this research were kuesioner, observation and documentation. The results showed that the quality of public services in the Service Agency of Integrated Licensing Pematang Siantar has been running well although there are still some constraints. This research uses the service quality theory of Zeithaml, Parasuraman and Berry consisting of 5 indicators of service quality that is tangible (physical evidence), reliability, responsiveness, Assurance and Emphaty. The survey results obtained from the respondents are tangible (physical evidence) of 51.9% (Pretty Good), Reliabelity of 77.2% (Good), Responsiveness of 73,4% (Good), Assurance 65,8% (Good), and Emphaty of 60,76%(Good). From these indicators can be concluded that the quality of service in the Integrated Licensing Service Agency Pematang siantar included in good category</em>

scholarly journals Enterprise Architecture Implementation Is a Bumpy Ride: A Case Study in the Norwegian Public Sector

2019 ◽  
Vol 17 (2) ◽  
Author(s):  
Anne Kristin S. Ajer ◽  
Dag Håkon Olsen
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Case Studies ◽  
Enterprise Architecture ◽  
Lessons Learned ◽  
Governance Mechanisms ◽  
The Public ◽  
External Consultants

Enterprise architecture (EA) is a widespread approach for the development of new digital solutions in a planned and controlled way for large and complex organisations. EA is also viewed as a prerequisite for the digitalisation of the public sector. However, public sector organisations struggle to implement EA programmes, and research has demonstrated that organisational and managerial issues are critical obstacles to EA implementation. This study aims to increase our understanding of EA implementation in the public sector by investigating the central challenges for EA initiatives and to trace the progress of current EA initiatives in the Norwegian public sector. An additional goal is to disclose some ways to improve the situation. We conducted three interpretive case studies in the hospital, higher education, and labour and welfare sectors. We have identified 28 challenges to the EA initiatives. We find that organisational and technical complexities, as well as a limited understanding of EA and lack of formal EA governance mechanisms, are significant obstacles. Among others, the lack of understanding of EA and its methodology will lead to problems with anchoring the EA approach in the organisation and facilitating the necessary EA arrangements to induce the promised benefits of EA, which are necessary requirements to establish the EA initiative’s legitimacy and foster the organisation’s willingness to implement change. Our study provides four lessons learned for planning and implementing EA initiatives, as follows: #1. It is advisable to take small steps. #2. The use of external consultants should be carefully considered. #3. Formal architectural governance mechanisms are important for legitimacy and enforced use. #4. Executive commitment and understanding of EA are crucial for achieving a sustainable EA initiative. Finally, we find a common evolution of the EA initiatives through the phases of optimism, resistance, decline and finally, reconsolidation of the most persistent ones.

ANALISIS KUALITAS PELAYANAN PUBLIK DI KANTOR DESA REDANG KECAMATAN RENGAT BARAT KABUPATEN INDRAGIRI HULU

2018 ◽  
Vol 7 (4) ◽  
pp. 192-199
Author(s):  
Muhklas Adi Putra ◽  
Kurnia Dewi
Keyword(s):  
Public Sector ◽  
Public Interest ◽  
Public Services ◽  
Descriptive Analysis ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government

The government as a public sector institution carries out and provides public services which are vital for the public interest. This study aims to determine the Quality of Public Services at the Redang Village Office in West Rengat District, Indragiri Hulu Regency. This research used qualitative descriptive analysis, and to collect all the data this research used interviews, observation and documentation. The results of this study indicate that in general the quality of public services in the Redang Village Office in West Rengat District, Indragiri Hulu Regency is seen from five indicators are: Tangibles (real evidence), Reliability, Resposiveness, Assurance, and Empaty (empathy) is still lacking in quality. Likewise, the Redang Village apparatus must further improve the quality of its services by increasing the ability and motivation and discipline.

scholarly journals Promoting Good Governance through Internal Audit Function (IAF): The Nigerian Experience

2016 ◽  
Vol 9 (5) ◽  
pp. 196
Author(s):  
Taiwo Olufemi Asaolu ◽  
Samuel Adebayo Adedokun ◽  
James Unam Monday
Keyword(s):  
Quality Of Service ◽  
Public Sector ◽  
Professional Competence ◽  
Good Governance ◽  
Internal Audit ◽  
The Public ◽  
Audit System ◽  
Internal Audit Function ◽  
Public Organisations

<p>The subject of governance has become a pertinent issue for business, government, politics, and the general public. In both the private and the public sectors, there is an increasing demand for good governance in terms of accountability and transparency, and internal audit function within organizations has an important role to play in the achievement of these objectives. This study therefore assessed the effects of internal audit function (IAF) on good governance in the public sector in Nigeria. Primary data was obtained through the administration of structured questionnaire to purposively selected respondents comprising Head of Internal Audit, Director of Finance and Supplies, and Head of Local Government Administration, in 33 public sector organizations in Oyo State, Southwestern Nigeria. A total of 99 respondents participated in the study. IAF was measured by independence of internal audit system, scope of work, professional competence, examination process, and management support, while quality of service, management of public resources measured good governance. Data obtained was analysed using correlation analysis and multiple regression technique. The results showed that the effectiveness of IAF in Nigerian public sector organisations was moderate since internal audit system in the public organisations was not absolutely independent and professional competence was limited due to the challenge of insufficient funds to successfully carry out its duties. Moreover, the study revealed that IAF had significant and positive effect on the quality of service delivery and management of resources in the public organisations. The study concluded that internal Audit function is a veritable tool for promoting good governance in the Nigerian Public Sector. This study therefore recommended that there should be legal mandate in public sector organisations that allows government information to be publicly published and special funds should be made available to internal auditors as it would enhance effectiveness of internal audit function and boost good governance in the organisations.</p>

The Experience of Person-Role Conflict in Doctors Expected to Terminate Pregnancies in the South African Public Sector

2003 ◽  
Vol 33 (1) ◽  
pp. 10-18
Author(s):  
Patricia Caldas da Costa ◽  
Fiona Donald
Keyword(s):  
Quality Of Service ◽  
Public Sector ◽  
South African ◽  
Role Conflict ◽  
The Public ◽  
On Demand ◽  
Obstetrics And Gynaecology ◽  
Personal Experiences ◽  
Potential Impact

This study examines the experiences of person-role conflict amongst doctors working in obstetrics and gynaecology with regard to the provision of abortion services in the public sector. Fifteen doctors were interviewed in order to assess their personal experiences and the role forces that were evident, especially in situations where doctors were confronted with the expectation that they terminate pregnancies either on demand or for social reasons. This study explores the role forces that are operating, attitudes towards abortion versus willingness to perform abortions, the potential impact on the quality of service provided, and the personal implications of person-role conflict for the doctors.

scholarly journals TRUST AND EFFICIENCY OF THE PUBLIC SECTOR: THEORETICAL ASPECTS OF INTERRELATION

2021 ◽  
Keyword(s):  
Public Sector ◽  
Economic Efficiency ◽  
Public Services ◽  
Life Experience ◽  
Objective Assessment ◽  
Subjective Assessment ◽  
The State ◽  
The Public ◽  
The Government

The issue of trust in government and its efficiency has been a controversial and much-disputed subject within economics, sociology, and public sector management. This study presents a systematic literature review of trust research undertaken with regard to government, its performance (efficiency), and the quality of public services. Theoretical and methodological principles of the interrelations between trust and efficiency of the public sector of the economy are analyzed and deepened, based on the fundamental provisions of the theories of micro- and macro-efficiency. The article considers the concept of trust in the public sector of the economy as one of the main intangible resources that can be used by the state in order to achieve socially and economically beneficial as well as public valuable outcomes. The duplex relationship between trust and efficiency of the public sector is proved, according to which trust is both a condition and a result of the government institutions functioning and services providing. Generalization of key characteristics of the main indicators of state efficiency within the concepts of micro- and macro-efficiency allowed identifying several groups of indicators based on subjective and objective assessment of economic efficiency of the state. Objective indicators that determine the economic development of the country, which is the basis of the quality of citizens’ life, and forms the level of their satisfaction and trust in the state and its institutions, include monetary indicators of macroeconomic efficiency of the state and indicators that characterize public finance and income inequality in the country. Subjective assessment of the economic efficiency of the state, the work of its institutions and the quality of public services includes sociological surveys and quantitative indicators based on self-assessment by economic agents based on their own beliefs, knowledge, life values and worldview, cultural, ethnic, religious, ideological norms, as well as previously accumulated personal life experience of intercommunion with state institutions.

EVALUATION OF MUSEUMS SERVICE QUALITY A RESEARCH STUDY OF MUSEUMS AND GALLERIES VISITORS’ SATISFACTION

2006 ◽  
Vol 12 (2) ◽  
pp. 37-54
Author(s):  
John Mylonakis ◽  
Eleutheria Kendristakis
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Study ◽  
Quality Service ◽  
The Public ◽  
Delivery Of Services ◽  
External Communications

As competition increases in the leisure sector, quality service is an advantage that increases the number of new and repeat users. The case study investigates whether or not the Cambridge & County Folk Museum delivers quality of service to external customers. The current visitor questionnaires are used to assess the Folk Museum's quality of service from the point of external customers through ten determinants of service quality. Staff and receptionists questionnaires identify the Folk Museum's perceptions of its service quality to the public and whether its operation is effective. The findings illustrate that there is no major disparity between the Folk Museum's internal objectives and the delivery of services. However, the Museum does need to explore which services outside audiences want the Museum to provide and to reinforce external communications in order to create positive and attractive images of the Museum for the public.

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