The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city

This study focuses on COVID-19 as a global pandemic that has a negative impact on various government fields. The government made a new online-based policy on public service delivery. Public services before COVID-19 are seen as not optimal, the improvement needs are piling up in line with the delays during the COVID-19 pandemic, it is very necessary to optimize the implementation of good governance, problems we are facing now are the threat of COVID-19 against the deterioration of the country, new policies that do not produce solutions, difficulties in implementing online-based work policies due to uneven technological progress in each region, increasing COVID-19 cases, and the pile-up task of improving public service delivery. Current pandemic situations in Indonesia; an increasing number of COVID-19 cases in Indonesia with a total of 93,657 on July, 23rd 2020; The government-issued social distancing policies, physical distancing, work from home and PSBB to break the chain of COVID-19; Conducting community intelligence through online and offline COVID-19 prevention education; Java island as the most populated area in Indonesia (SUPAS 2015) experienced a prolonged red zone until the implementation of the PSBB; it's affected the economic turnover. The Impact of the COVID-19 Pandemic on Public Service Delivery; Limited access for providing community services; Issued a new policy; Closure of schools, markets, public facilities, restrictions on transportation passengers, and others; Providing online-based services. The conclusions and suggestions in this study are the application and development of the E-Government system; Creating new reliable policy standards; Employee training regarding online-based work systems; Efforts to distribute technology and information to every remote area in Indonesia

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Future Directions for Public Service Delivery in the Digital Era

Information Systems Strategic Planning for Public Service Delivery in the Digital Era - Advances in Public Policy and Administration ◽

10.4018/978-1-5225-9647-9.ch012 ◽

2019 ◽

pp. 323-341

Keyword(s):

Service Delivery ◽

Public Service ◽

Mobile Apps ◽

Public Service Delivery ◽

Digital Era ◽

Emerging Issues ◽

Technological Developments ◽

Block Chain ◽

Exciting Development ◽

The Impact

This chapter discusses emerging issues and technologies, such as ethical responsibilities in a changing technological environment, the use of analytics and artificial intelligence, the evolution of communications technology, and the growth of block chain and mobile apps technology. Mobile apps technology is a very exciting development because the nature of the applications is very personal and target specific customer needs, hence gradually resolving the issue of explicitly knowing the customer and meeting its personal needs through the concept of personas. This chapter provides numerous examples of how the various technological developments can be specifically implemented to enhance public service delivery in the digital era. In this context, Chapter 12 has two important implications, namely the impact of the technology trends to revolutionise public service delivery on the operations of government entities and users of government services in the future.

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Customer Satisfaction and Public Service Delivery: The Case of Dire Dawa Administration

10.7176/jcsd/60-01 ◽

2020 ◽

Keyword(s):

Customer Satisfaction ◽

Service Delivery ◽

Public Service ◽

Public Service Delivery ◽

Dire Dawa

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ETHICAL RISKS IN PUBLIC-PRIVATE PARTNERSHIPS: THE CASE OF LAHORE WASTE MANAGEMENT COMPANY

Public Administration Issues ◽

10.17323/1999-5431-2021-0-5-56-72 ◽

2021 ◽

Vol 0 (5) ◽

pp. 56-72

Author(s):

Zubair Syed Sohaib ◽

◽

Ali Khan Mukaram ◽

Saeed Aamir ◽

◽

...

Keyword(s):

Service Delivery ◽

Waste Management ◽

Private Sector ◽

Public Service ◽

Public Management ◽

New Public Management ◽

Public Service Delivery ◽

Management Company ◽

Public And Private Sector ◽

The Impact

The world is coming up with new solutions to old problemsin orderto improve efficiency and effectiveness in public service delivery. Public-Private Partnership (PPP) isarelatively new form of participatory governance. This approach is linked with New Public Management (NPM) and, since its inception, the private sector has taken over the entire world despite incongruence and incompatibility in indigenous values and cultures. PPPis also claimed to be the best solution in terms of service delivery; however, its effectiveness is yet to be achieved. The purpose of this study is to find the effectiveness ofthePPP mode of governance. This study is qualitative in nature and has taken one entity based on PPP as a case,i.e. Lahore Waste Management Company (LWMC),in orderto study the impact of this solution to all,theills of public service delivery. Fourteen officialswere interviewed in this studyof LWMC (a quasi-governmental institution) and its private partners. Findings suggest that this PPP mode has major ethical risks in the form of lack of transparency in awarding contracts, equity-efficiency trade-off, overall conflict of philosophy of public and private sector, low professionalism, value for money (compromise on cost and quality), and weak accountability mechanisms.

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Factors influencing perceptions on corruption in public service delivery via e-government platform

foresight ◽

10.1108/fs-05-2017-0013 ◽

2017 ◽

Vol 19 (6) ◽

pp. 628-646 ◽

Cited By ~ 4

Author(s):

Stuti Saxena

Keyword(s):

Service Delivery ◽

Institutional Theory ◽

Public Service ◽

Public Services ◽

Demographic Variable ◽

Sampling Technique ◽

Public Service Delivery ◽

Content Type ◽

Government Services ◽

The Impact

Purpose With an increasing thrust upon transparency and accountability in government, e-government platforms are being scaled in many countries to bolster trust of the citizens and to bring about efficiency in public service delivery. Recently, India launched its “Digital India” initiative as an e-government measure. This study aims to gauge respondents’ perceptions regarding corruption in public services post-launch of the “Digital India” initiative. Design/methodology/approach A survey was conducted via email, soliciting inputs from 217 respondents following a convenience sampling technique in selected districts of India. Using an institutional theory lens, this study uses a quantitative approach where correlations and hierarchical regression analysis inform the overall analysis. Findings The results showed that low transparency, high cost incurred in availing public services, inefficiency in government and favoritism in government are the key determinants that influenced the perception of users about corruption in e-government services. Also, one demographic variable, namely, gender, showed a statistically significant relationship with the perception of corruption in e-government services. Originality/value Hitherto, extant literature is replete with conceptual and theoretical studies on the impact of e-government initiatives on curbing corruption, and there is negligible empirical research in developing countries vis-à-vis this dimension – the present study seeks to fill this gap. Second, previous research has not used the institutional theory to investigate the efficacy of e-government initiatives; this study uses the framework of the institutional theory framework to substantiate the arguments.

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