Are Citizens More Negative About Failing Service Delivery by Public Than Private Organizations? Evidence From a Large-Scale Survey Experiment

Abstract Citizens’ perceptions of the performance of public service providers are a central concern for academics and policy-makers alike. A growing body of behavioral public administration research emphasizes the psychological biases that shape the perceptions of citizens. This article makes a novel contribution to this debate by examining the interaction between politically motivated bias and cognitive bias in citizens’ performance appraisals. It asks: Are citizens more negative about failing service delivery by public organizations than by private organizations, and if so, why? This is investigated through a survey experiment conducted among a representative sample of 2,623 Dutch citizens. The main finding of the study is that public organizations are punished more severely by citizens for negative performance information than private organizations, but this tendency is concentrated among citizens who have a preference for private service provision and varies across service areas. Our study shows not only that citizens’ processing of information about public services is subject to various forms of bias, but also that these biases interact in shaping how citizens view public organizations. Further investigating these complex dynamics is an important task for behavioral public administration scholars seeking to understand the specific implications of behavioral dynamics for the broad range of organizations providing public services.

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Applying Open Innovation Strategies to eGovernment for Better Public Services

Economics ◽

10.4018/978-1-4666-8468-3.ch038 ◽

2015 ◽

pp. 703-727

Author(s):

Georgousopoulos Christos ◽

Ziouvelou Xenia ◽

Ramfos Antonis ◽

Kokkinakos Panagiotis ◽

Anshu Jain ◽

...

Keyword(s):

Service Delivery ◽

Open Innovation ◽

Participatory Design ◽

Public Services ◽

Service Providers ◽

Driving Forces ◽

Democratic Engagement ◽

Innovation Model ◽

Innovation Strategies ◽

Fundamental Transformation

Globalization, increasing automation, and the growth of the Internet are setting up a services-driven world at a scale and pace never before witnessed in history whose novelty is the proactive engagement of service recipients in the process of service delivery. Such change-driving forces will inevitably drive Government enterprises to reconsider the way that they deliver public services. As it has been realized in the industry, the transition of Government enterprises to the services-driven world will call for fundamental transformation in the provision of public services in the future, and a complete new way for Governments to work and interact with their citizens. Towards this direction, the authors propose an open innovation model through a process of democratic engagement between service providers and service recipients, where citizenship is reinstated at the heart of public service delivery. A service engineering methodology to support the proposed citizen-driven participatory design of public sector services is also provided.

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Non-Face-to-Face Public Services and Perceptions of Public Organizations

Sustainability ◽

10.3390/su132112185 ◽

2021 ◽

Vol 13 (21) ◽

pp. 12185

Author(s):

Da-Hee Lim ◽

Dae-Woong Lee

Keyword(s):

Public Administration ◽

Public Service ◽

Public Services ◽

Public Organizations ◽

Structural Equations ◽

Public Research ◽

Institute Of Public Administration ◽

Face To Face ◽

The Government ◽

Structural Equations Model

Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset of COVID-19, the existing face-to-face public service delivery system has shown limitations in meeting citizens’ needs for public services (fastness, transparency, and safety); as a result, a shift to non-face-to-face public services is required. The study proposes the question: “How does citizens’ satisfaction with non-face-to-face public services affect public organizations (response and transparency) and government satisfaction?”. The purpose of this study is to verify the effect of satisfaction (content and procedural) with non-face-to-face public services on the perception (responsiveness and transparency) of public organizations and governments’ satisfaction. Specifically, non-face-to-face public services are divided into content and procedural aspects to analyze the responsiveness and transparency of public organizations and their impact on government satisfaction. This study used a structural equations model for analysis and used data collected in 2019 by the Korea Institute of Public Administration, a representative public research institute in Korea. The main analysis results are as follows: the responsiveness and transparency of public organizations increased alongside satisfaction with content and procedural satisfaction with non-face-to-face public services, and government satisfaction increased with responsiveness to and transparency toward public organizations.

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Development of Large-Scale User/Client Application for Automobile Networking Sector

Journal of University of Shanghai for Science and Technology ◽

10.51201/jusst/21/05395 ◽

2021 ◽

Vol 23 (06) ◽

pp. 1061-1067

Author(s):

Aishrith P Rao ◽

◽

Dr. Minal Moharir ◽

Keyword(s):

Service Delivery ◽

Feedback Loop ◽

Large Scale ◽

Service Providers ◽

Indian Subcontinent ◽

Young Generation ◽

Client Application ◽

Current State ◽

Milestone Payment ◽

Pain Points

Large Scale User Applications have been prevalent in the 5G era especially in sectors such as automobile, employee tracking features, e-commerce management, etc., especially with services that connect users with their pain points. One of the pain points observed in the subcontinent regarding an overlooked scenario was driving schools and the business of driving services. The current state of driving schools tends to confuse the user base with miscommunications, late service delivery, licensing formalities, and also the payment structure in the absence of a feedback loop. This project attempts to create a full-fledged driving service solution for the 38-lakh user base in the Indian Subcontinent, so as to acquire driving service providers and connect them with the target audience. This would prompt a smoother process of user onboarding as well as improve the service quality with an integrated milestone payment loop. The results observed through the launch of the application on the Play Store were positive and the young generation aged 18-15 were highly enthusiastic about using the service.

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Resilient managed competition during pandemics: lessons from the Italian experience

Health Economics Policy and Law ◽

10.1017/s1744133120000365 ◽

2020 ◽

pp. 1-4

Author(s):

Germà Bel ◽

Marc Esteve

Keyword(s):

Vertical Integration ◽

Public Services ◽

Service Providers ◽

Sudden Increase ◽

Managed Competition ◽

Integrated Models ◽

Public And Private ◽

Italian Experience ◽

Private Organizations ◽

Ultimate Objective

One of the main governance decisions that policymakers need to make is whether to implement public services via centralized or decentralized forms. As Costa et al. discuss in their article, when public services are implemented via competing systems, service providers contend to provide good services with the ultimate objective of gaining market quota. This is known as managed competition (MC), as the authorities will have to manage the panoply of public and private organizations offering the service. The alternative is to manage the service more centrally, in what it is identified as vertical integration. As the authors describe, several governments around the globe have abandoned their vertical integrated models in favour of decentralized models. This is the case, as the authors recall, for most health services in Europe. While there is an emerging body of evidence suggesting that decentralized MC outperforms vertically integrated models both in terms of efficiency and in terms of service quality, little is known on how these systems react under different circumstances. This means, for example, how these systems can cope with a sudden increase in their service demands.

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Preliminary assessment and analysis of public amenities capacity and status in the constituent entities of the Russian Federation: Methodological recommendations

Services in Russia and abroad ◽

10.12737/5363 ◽

2014 ◽

Vol 8 (5) ◽

pp. 47-56

Author(s):

Елена Погребова ◽

Elena Pogrebova

Keyword(s):

Public Administration ◽

Russian Federation ◽

Public Service ◽

Service User ◽

Public Services ◽

Information Sources ◽

Service Providers ◽

Preliminary Assessment ◽

The Public ◽

The Russian Federation

The article presents the results of the author’s attempt at developing a complex of methodological recommendations for the preliminary assessment and analysis of the public amenities capacity and status in different constituent entities of the Russian Federation. The recommendations as developed by the author are based on specific examples, and are supported by information sources regarded by the author as necessary to use in the course of the analysis. The author also provides recommendations on the graphic representation of the results of the analysis (spread sheets) as well as recommendations on rating of the regions (ranking and grouping the regions in accordance with the level of public amenities development they demonstrate), a thorough analysis of the system of the public administration of the industry, the competences and authority of the federal executive bodies, regional agencies of State power and the local authorities responsible for the regulation of relations in the sphere of public services, an assessment of the capacity of public service providers, and a comparison of public service user prices as quoted by municipal entities in different constituents of the Russian Federation.

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Versenyképesség és civil szerepvállalás a közigazgatás és a közszolgáltatások fejlesztésében (Competitiveness and civil contribution to the development of public administration and public services)

Vezetéstudomány / Budapest Management Review ◽

10.14267/veztud.2011.ksz.02 ◽

2011 ◽

pp. 15-23

Author(s):

György Jenei ◽

Éva Kuti

Keyword(s):

Civil Society ◽

Public Administration ◽

Public Services ◽

Service Providers ◽

Nonprofit Organisations ◽

Civil Society Organisations ◽

International Trends ◽

The Government

Az utóbbi évtizedek nemzetközi trendjei azt mutatják, hogy a civil szervezetek és a nonprofit szolgáltatók számottevő hatást gyakorolnak a versenyképesség alakulására. Ez a tanulmány azokat a formális és informális mechanizmusokat tekinti át, amelyeken keresztül a civil társadalom befolyásolja a közintézményi döntéseket és azok gyakorlati megvalósítását, hozzájárul a „government”-tôl a „governance” irányába való elmozduláshoz. Szintén képet ad arról az átalakulási folyamatról, amely a közszolgáltatások területén zajlik, s amelyből egyre markánsabban rajzolódik ki a közösségi kezdeményezésen alapuló, társadalmi ellenőrzés alatt működő nonprofit szolgáltatók és az állami szereplők közötti partneri viszony kialakulásának tendenciája. ____________ The international trends of the last decades have revealed that civil society organisations and nonprofit service providers have a significant impact on competitiveness. This paper gives an overview of the formal and informal mechanisms operated by civil society in order to keep public administration accountable, to influence public decisions and their implementation, thus moving from “government” towards “governance”. It also analyses the transition of public services, the more and more noticeable signs of an emerging partnership between the grassroots, community controlled service providing nonprofit organisations and the government actors.

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Understanding E-Governance

Public Affairs and Administration ◽

10.4018/978-1-4666-8358-7.ch093 ◽

2015 ◽

pp. 1811-1823 ◽

Cited By ~ 1

Author(s):

Muhammad Muinul Islam ◽

Mohammad Ehsan

Keyword(s):

Service Delivery ◽

Public Administration ◽

Paradigm Shift ◽

Public Services ◽

New Paradigm ◽

New Approach ◽

The Public ◽

Secondary Sources ◽

The Government ◽

Structure And Functions

Another new paradigm shift is in the offing and slowly becoming distinct from the amorphous shape of public administration. It is the ICT-blessed governance, or e-Governance. The adoption of ICTs and the new approach to management in symbiosis are e-Governance. E-governance speaks of a new way and style in every beat and pulse of the system of public administration. It brings about changes in the structure and functions of public services, ushering transformation through effectively engaging the government, businesses, and citizens—all stakeholders. It not only ensures efficiency in public service delivery but also offers unlimited potential to combat corruption and many other bureau-pathologies in the public administration system. Based on secondary sources, this chapter offers brief theoretical discussions of e-governance, including its emergence, types of service delivery, transformation stages, and relevant other issues.

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Understanding E-Governance

From Government to E-Governance ◽

10.4018/978-1-4666-1909-8.ch003 ◽

2013 ◽

pp. 38-49

Author(s):

Muhammad Muinul Islam ◽

Mohammad Ehsan

Keyword(s):

Service Delivery ◽

Public Administration ◽

Paradigm Shift ◽

Public Services ◽

New Paradigm ◽

New Approach ◽

The Public ◽

Secondary Sources ◽

The Government ◽

Structure And Functions

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‘Going the distance’: an independent cohort study of engagement and dropout among the first 100 000 referrals into a large-scale diabetes prevention program

BMJ Open Diabetes Research & Care ◽

10.1136/bmjdrc-2020-001835 ◽

2020 ◽

Vol 8 (2) ◽

pp. e001835

Author(s):

Elizabeth Howarth ◽

Peter J Bower ◽

Evangelos Kontopantelis ◽

Claudia Soiland-Reyes ◽

Rachel Meacock ◽

...

Keyword(s):

Cohort Study ◽

Service Delivery ◽

Diabetes Prevention ◽

Large Scale ◽

Service Providers ◽

Intraclass Correlation ◽

Prevention Programs ◽

Case Mix ◽

Out Of Hours ◽

The Impact

IntroductionDiabetes prevention programs (DPPs) are effective, in a pre-diabetic population, in reducing weight, lowering glycated hemoglobin and slowing the progression to diabetes. Little is known about the relationship between participation in DPPsand participant characteristics or service delivery. We investigated uptake and retention in England’s NHS DPP, reporting on variability among patient subgroups, providers, and sites.Research design and methodsThis prospective cohort study included 99 473 adults with non-diabetic hyperglycemia referred to the English DPP between 2016 and 2017. The program seeks to change health behaviors by offering at least 16 hours of group education and exercise. Multilevel logistic regression models were used to analyze variation in uptake, retention, and completion.ResultsUptake among 99 473 adults referred to the program was 56% (55 275). Among 55 275 who started the program, 34% (18 562) achieved the required dose and 22% (12 127) completed the full course. After adjustment for variation in case mix, substantial heterogeneity in uptake and retention was seen across four service providers (uptake OR 1.77 (1.33, 2.34), 4.30 (3.01, 6.15), and 1.45 (1.07, 1.97) compared with the reference provider) and between sites (uptake for typical individuals ranged from 0.32 to 0.78 across the middle 95% of sites, intraclass correlation coefficient (ICC) 0.07). Higher levels of retention and completion were seen where some out-of-hours provision was offered (retention OR 1.32 (1.25, 1.39)).ConclusionsThis study provides the first independent assessment of participation in the English DPP and the first study internationally to examine the impact of DPP service delivery on participation. When implementing a large-scale DPP, heterogeneity in service provision between different providers and sites can result in variable participation beyond that attributable to case mix, with potential consequences for effectiveness and health inequalities. Extending out-of-hours provision may improve participation in prevention programs.

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DATAFICATION IN THE PUBLIC SECTOR: EXPLORING THE BORDERS BETWEEN PUBLIC SERVICES AND CITIZENS

AoIR Selected Papers of Internet Research ◽

10.5210/spir.v2020i0.11149 ◽

2020 ◽

Author(s):

Hendrik Storstein Spilker ◽

Lisa Reuter ◽

Heather Broomfield ◽

Anne Aasback ◽

Tangni Cinningham Dahl-Jørgensen

Keyword(s):

Public Sector ◽

Service Delivery ◽

Public Administration ◽

Citizen Participation ◽

Public Services ◽

Data Driven ◽

Organizational Restructuring ◽

Research Project ◽

The Public ◽

Large Research

This panel presents on-going research from a large research project on digital infrastructures and citizen participation in the Nordic countries, with a focus on the datafication of the public sector and the construction of new borders between public services and citizens. In recent years, governments have faced increasing pressures to become datafied or “data-driven”. A more data-driven public is said to be able to develop a whole new range of services that are envisaged to result in better services, more effective government, more transparency in the public sector, more just service delivery, and the empowerment of citizens. The panel critically examines the challenges that arise when the precepts are to be converted into working services – such as: What kinds of foreseen and unforeseen transformations does the development of new services give rise to? • What kinds of resistance are the new services facing? • What new forms of expertise, enrollment of new actors, organizational restructuring and redelegation of roles and relations are needed? • How are citizens/clients envisioned and inscribed into the scenarios for future public administration? • How are citizens/clients consulted in the design and development of the services? • How are the new services experienced by citizens/clients? In sum, the presentations in this panel span a range of urgent themes related to the construction of borders (and alleys) between public sector services and citizens – from anticipations to effects and efforts.

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