Inequality, discrimination, and service delivery: A recapitulation for the public administrator

1979 ◽  
Vol 1 (4) ◽  
pp. 409-433 ◽  
Author(s):  
Mitchell F. Rice
Keyword(s):  
Service Delivery ◽  
The Public ◽  
Public Administrator

Strategic Innovation and Service Delivery in Public Universities in Kenya: A Case of Kenyatta University

2019 ◽  
Vol 3 (III) ◽  
pp. 199-211
Author(s):  
Stella Gati Maroa ◽  
Mary Namusonge
Keyword(s):  
Regression Analysis ◽  
Service Delivery ◽  
Diffusion Of Innovation ◽  
Technology Use ◽  
Public Universities ◽  
Policy Objective ◽  
The Public ◽  
Strategic Innovation ◽  
Use Of Technology ◽  
The Government

Strategic innovation is a strategic tool that can be used to align the institution’s resources and capabilities with opportunities in the external environment in order to enhance survival and long term success of the organization.  Innovation promotes use of technology consequently impacting positively on service delivery. Public universities reforms have been a necessary and on-going policy objective for the Government of Kenya. Innovation as one of the approaches to the reforms is intended to induce an overhaul the public university system to better serve the needs of both government and the citizens with improved delivery of public services. In Kenya technology in public institutions has not been effectively used to enhance service delivery more so institutions where technology use has been embraced, its impact on service delivery has not been assessed effectively. This study applied the institutional theory, diffusion of innovation theory and stakeholders theory of management to determine how strategic innovation at Kenyatta University impacts on service delivery. The general objective of this study therefore was to determine the effect of strategic innovation on service delivery in Kenyatta University. Specific objectives included finding out the influence of eLearning, online student registration and use of e-messaging services on service delivery in Kenyatta University. A population of 72,000 students admitted to Kenyatta University was used from which random sampling was conducted to a sample of 200 students using Nassiuma’s formula. Data was collected by disbursing physically the questionnaires to the students. Descriptive and regression analysis was conducted using SPSS 22 to provide findings on the study. The study conducted a multiple regression analysis to estimate the model for the study. The study had a coefficient of correlation R of 0.912 an indication of strong of correlation between the variables and a coefficient of adjusted R2 was 0.814.This means that there was a significant correlations between the variables and service delivery at Kenyatta University however other factors that are not considered in the research paper contribute approximately 18.6% of the service delivery at Kenyatta University. Therefore, a very extensive further research is highly required to investigate and come up with other factors of the viability to service delivery at Kenyatta University. The study concluded that the strategic innovation of the public universities ranges from the products and services offered and is determined by the technology that is revolutionizing the current global world and has improved the service delivery at Kenyatta University. A strategic innovation brings a lot of advantages and has a great impact on human and business daily life. Therefore, strategic innovation development is the best choice in helping higher institution of learning stay on track.

The Public Administrator as Artisan

1992 ◽  
Vol 52 (3) ◽  
pp. 246 ◽  
Author(s):  
Charles T. Goodsell
Keyword(s):  
The Public ◽  
Public Administrator

What do malaysian think of the quality of healthcare delivered?: a qualitative analysis of written impression (Preprint)

2021 ◽  
Author(s):  
Nur Wahida Zulkifli
Keyword(s):  
Health Care ◽  
Service Delivery ◽  
Waiting Time ◽  
Health Care Services ◽  
Health Care Facilities ◽  
Opinion Poll ◽  
Healthcare Facilities ◽  
The Public ◽  
Care Services

BACKGROUND The public opinion and experience on the health care services are crucial to provide valuable insight towards improving and strengthening the health care systems. OBJECTIVE This study aims to explore the public perspective regarding the quality of health care services rendered by the health care facilities in Malaysia. METHODS The snowballing strategy was used to reach the target through an online opinion poll with three open-ended questions on the strengths of the healthcare facilities, their expectation and suggestion for improvement along with the sociodemographic characteristic. Data were analysed using a thematic approach. RESULTS A total of 800 participants (68% of females and 32% of males) participated. Their responses were grouped into 5 main themes namely: (1) system; (2) input; (3) service delivery; (4) outputs; (5) outcomes. Public feel that they are respected and treated with care by the healthcare providers. However, most of the participants highlighted the issue of long waiting time when they visited healthcare facilities. In relation to this issue, they suggested the facilities to have more staff especially doctors to improve current service. CONCLUSIONS In conclusion, enhancing service delivery by reducing the waiting time, should be the main focus as viewed by the public. The quality of services provided would certainly be improved by having sufficient resources including healthcare workers.

Special Education Service Delivery Models Around the Globe

2019 ◽  
pp. 383-416
Keyword(s):  
Special Education ◽  
Service Delivery ◽  
Special Education Teacher ◽  
Regular Education Teachers ◽  
The Public ◽  
Service Delivery Models ◽  
Special Education Service ◽  
Education Service ◽  
Delivery Models ◽  
Special Education Service Delivery

This chapter examines various service delivery models being used around the world. It discusses models of inclusion in which all students are placed into the public school educational arena and the regular education teachers provide the services to the student with special needs while the special education teacher is used as a consultant. It continues with a discussion about other types of service delivery models, such as separate schools or even institutions away from family, friends, and society. It concludes with a discussion about the future trends within the field of special education service delivery models and what can be done to improve them.

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.

Special Education Service Delivery Models around the Globe

2015 ◽  
pp. 226-247
Keyword(s):  
Special Education ◽  
Service Delivery ◽  
Special Education Teacher ◽  
Regular Education Teachers ◽  
The Public ◽  
Service Delivery Models ◽  
Special Education Service ◽  
Education Service ◽  
Delivery Models ◽  
Special Education Service Delivery

This chapter examines various service delivery models being used around the world. It discusses models of inclusion, in which all students are placed into the public school educational arena and the regular education teachers provide the services to the student with special needs while the special education teacher is used as a consultant. It continues with a discussion about other types of service delivery models, such as separate schools or even institutions away from family, friends, and society. It concludes with a discussion about the future trends within the field of special education service delivery models and what can be done to improve them.

scholarly journals Effects of Public Expenditure Management Practices on Service Delivery in the Public Sector: The Case of District Assemblies in Ghana

2019 ◽  
Vol 9 (2) ◽  
pp. 71
Author(s):  
George Kojo Scott
Keyword(s):  
Focus Group ◽  
Service Delivery ◽  
Quantitative Data ◽  
Management Practices ◽  
Public Expenditure ◽  
Focus Group Discussions ◽  
Group Discussions ◽  
The Public ◽  
Public Expenditure Management ◽  
District Assemblies

This research analysed how the public expenditure management as practiced in the District Assemblies of Ghana affect service delivery. The research adopted a mixed-method research approach where qualitative and quantitative data were gathered using questionnaires, interviews, focus group discussions and document analysis. Multistage sampling was used to pick the respondents for the questionnaires, key interview informants and the participants in the focus group discussions. Thirty four out of 170 district assemblies which existed by 2008 were sampled. Participants in the study included 612 District Assembly (DA) officials, 1020 citizens, 28 national/regional officials and 20 participants in focus group discussions. Quantitative data, measured by using scaled-items, were analysed using descriptive statistics and regression while qualitative data were examined thematically. The study established that expenditure management practices had positive significant influence on service delivery. The study recommends that, the DAs should prioritize expenditures to key service delivery areas such as; those that enhance poverty reduction, improve on Human Capital index and strengthen Innovations practices. DAs should strengthen electronic, automation and appropriate technologies for better expenditure management and service delivery. There should be laws to ensure stiffer penalties and enforcement of sanctions on those involved in malpractices in public expenditure management practices, while persistent efforts are made to implement recommendations of Auditor General’s reports on DAs expenditures management practices.

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.

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