The efficiency of e-government portal management from a citizen perspective: evidences from Turkey

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Seda Yıldırım ◽  
Seda H. Bostancı
Keyword(s):  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Transformation Process ◽  
Portal System ◽  
Key Factors ◽  
Content Type ◽  
Statistical Institute ◽  
Government Portal ◽  
Practical Implications

PurposeThis study aims to explore the key factors in achieving an efficient e-government portal management system from a citizen perspective. Accordingly, this study focuses on explaining how an e-government portal should manage its digital public services for citizens efficiently.Design/methodology/approachThis study employs a qualitative research design. As a sample case, this study preferred to analyze the Turkish e-government portal. The data is based on available open access data and information from the Turkish e-government portal, which is called e-Government Gateway in practice. In addition, the data of TURKSTAT (Turkish Statistical Institute) were used to determine the general profile of citizens about Internet skills and usage. Then, the data is analyzed by descriptive content analysis.FindingsAs a result of descriptive findings, user type, digital platform options, security and access options, and digital public service classification are all found as important factors for providing a well-designed e-government portal system from a citizen perspective. Especially, citizens should be informed about using options and service categories and types to be accessed by the e-government portal. Social media tools are efficient factors when informing citizens about the e-government portal and communicating with them.Research limitations/implicationsThis study provides an original model to explain how the Turkish e-government portal works from a citizen perspective. However, there are some limitations to the study. The findings and suggestions are based on the Turkish e-government portal and its digital public service management. Also, this study evaluates the efficiency of the e-government portal management from a citizen perspective. Future studies can investigate e-government portal management for different countries by different approaches or research designs.Practical implicationsBased on the Turkey case, it is determined that creating an e-government portal with having up-to-date public services, including both web-based and mobile-based platforms, will support the adoption and use of e-government portals.Social implicationsThe digital transformation of government is almost the main issue for policymakers in the world. But, this transformation process has some risk factors as well as challenges. To overcome these challenges, policymakers should design flexible and adaptable digital portals and systems to provide easy-to-use and self-use options for the citizens.Originality/valueThis study reveals key factors for efficient e-government portal management by providing descriptive evidence from Turkey. The main contribution of this study is expected to give practical implications and to guide other countries about the adoption of efficient e-government portals by citizens.

scholarly journals Toward a public service management: past, present, and future directions

2017 ◽  
Vol 28 (5) ◽  
pp. 998-1023 ◽  
Author(s):  
Ian R. Hodgkinson ◽  
Claire Hannibal ◽  
Byron W. Keating ◽  
Rosamund Chester Buxton ◽  
Nicola Bateman
Keyword(s):  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Service Research ◽  
Future Research ◽  
Complex Nature ◽  
Management Research ◽  
Future Directions ◽  
Content Type ◽  
The Public

Purpose In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Design/methodology/approach Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. Research limitations/implications The review encourages service management research to examine the dynamic, diverse, and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.

scholarly journals When public services fail: a research agenda on public service failure

2016 ◽  
Vol 27 (5) ◽  
pp. 831-846 ◽  
Author(s):  
Steven Van de Walle
Keyword(s):  
Public Service ◽  
Public Management ◽  
Research Agenda ◽  
Service Management ◽  
Public Services ◽  
Service Failure ◽  
Content Type ◽  
Service Failures ◽  
Private Service ◽  
Management Literature

Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services, whereas developments in the private service management literature have not reached public management. Design/methodology/approach This is a conceptual paper drawing on the public management literature. Different failure types and causes are discussed, including service failures that are specific to public sector settings. This is linked to the specific public context within which public services operate. Customer reactions to public service failure are then introduced, as well as service recovery. Findings Service failures in a public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the public services literature. Social implications Studying public service failure is important because failure can have dramatic consequences for customers, public organisations, and society. Social inequalities that arise as a result of public service failure need to have a prominent role in future research. Originality/value This paper develops the concept of public service failure and sets a novel research agenda for studying processes, causes, and consequences of such failure, as well as public-private differences.

scholarly journals Whole community co-production: a full picture behind the successful COVID-19 response in S. Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jungwon Yeo ◽  
Eun Sun Lee
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Design Methodology ◽  
Theoretical Framework ◽  
Current Response ◽  
Content Type ◽  
Community Approach ◽  
Full Picture ◽  
Pandemic Response ◽  
Practical Implications

Purpose This study aims to examine and understand South Korea’s (S. Korea) COVID-19 response operations, a notable case for other countries to emulate, and suggest some practical implications for other countries struggling with coping with the current pandemic. Design/methodology/approach To examine the case, the authors propose a new theoretical framework based on concepts of the whole community approach in the emergency management field and on co-production in public administration studies, and use the theoretical framework to analyze the details of S. Korea’s whole community co-production for COVID-19 response. Findings The findings demonstrate that the successful pandemic response in S. Korea is attributable to a nationwide whole community co-production among multiple actors, including government, various industries, sectors, jurisdictions and even individual citizens, within and across relevant public service and public policy domains. Originality/value This study suggests a new theoretical framework, whole community co-production, which contributes to the conceptual advancement of co-production in the field of public administration and a whole community approach in the field of emergency and crisis management. The framework also suggests practical implications for other countries to integrate whole community coproduction that may transform current response operations to cope with COVID-19.

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.

Assessment of E-Government Portals

2022 ◽  
Vol 14 (1) ◽  
pp. 0-0
Keyword(s):  
Information System ◽  
Public Service ◽  
Public Services ◽  
Government Information ◽  
Assessment Framework ◽  
Web Portals ◽  
Framework Model ◽  
The World ◽  
Government Portal ◽  
The Web

This research revealed the importance of public service web portals for an e-government information system. An e-government portal is interacting with its administrators, citizens, businesses and other governments helping them increase their operations performance. The authors have developed, modeled, formulated and compared an efficient assessment framework for e-government portals. In order to accomplish such task many quantitative factors and indicators were taken under consideration; also, other frameworks have been studied and compared. The authors focused on the web portals services quantity that the interested parties should use, in order to create an well designed public services’ web portal. This research provides a framework model to evaluate the basic common digital public services that a government offers to its interactive stakeholders, so that all other countries across the world can predefine weaknesses and strengths, improve existing or formulating new e-services. The importance of the assessment framework model is thoroughly explained through the results.

Public services: a standard process model following a structured process redesign

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamal K. Mukherjee ◽  
Laura Reka ◽  
Rudina Mullahi ◽  
Keldi Jani ◽  
Jonida Taraj
Keyword(s):  
Business Process ◽  
Public Service ◽  
Process Model ◽  
Public Services ◽  
Case Study Research ◽  
Standard Process ◽  
Content Type ◽  
Process Redesign ◽  
Resource Reuse ◽  
The Government

PurposeDespite widespread adoption of business process reengineering (BPR) for better delivery efficiency of public services, a structured approach continues to elude the most value-adding phase of BPR: business process redesign. From another viewpoint, the rising currency of Whole-of-Government (WoG) and “shared services” initiatives signal an unmissable trend toward resource reuse across public service agencies (PSAs) through business process standardization (BPS). This research invokes BPS into process redesign to produce a process redesign framework (PRF) and deploys the same to build a standard process model (SPM) for services of the government of Albania (GoA).Design/methodology/approachThe methodology follows the design science research (DSR) paradigm, wherein best practices extracted from literature are synthesized with stakeholder inputs to design the PRF and SPM, both of which are then evaluated with case study research.FindingsAdoption of PRF/SPM on a WoG basis will not only reduce service lead time but also enable a variety of public services to share the same process, thereby further saving costs for GoA. The research outputs will accelerate reengineering and subsequent digitalization of public service operations.Research limitations/implicationsImplementing SPM will maximize resource reuse and help offer uniform and integrated public services to GoA's customers. It will also enable demand-driven staff mobilization across GoA agencies. The proposed PRF/SPM have limitations in that they consider only flow aspects of service processes with aspects of conversion being ignored.Originality/valueThis research fulfills the need for a systematic approach to process redesign and prepares GoA for a WoG treatment to its BPR efforts.

Key factors for the adoption of RFID in the logistics industry in Taiwan

2015 ◽  
Vol 26 (1) ◽  
pp. 61-81 ◽  
Author(s):  
Hsin-Pin Fu ◽  
Tien-Hsiang Chang ◽  
Arthur Lin ◽  
Zi-Jun Du ◽  
Kuei-Ying Hsu
Keyword(s):  
Radio Frequency Identification ◽  
Key Factors ◽  
Logistics Industry ◽  
Content Type ◽  
Importance Weighting ◽  
Analytic Hierarchical Process ◽  
Frequency Identification ◽  
Operational Errors ◽  
Real Time Information ◽  
Practical Implications

Purpose – The purpose of this study is to comprehensively examine the factors that influence the adoption of radio frequency identification (RFID) in the logistics industry in Taiwan, and to objectively identify the key factors (KFs) for successful adoption. Design/methodology/approach – First, the factors were collected from a review of the literature, and then arranged in a three-layer hierarchical table. The fuzzy analytic hierarchical process (FAHP) was then used to determine the weighting of each factor, based on the opinions of various logistics professionals. The acceptable advantage concept of VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) was then used to identify the KFs. Findings – Nine important factors were identified from the total of eighteen factors, with a total accumulative weight of 64.68 percent, and from these, four KFs were determined: meeting the demands of clients, sharing real-time information, creating advantages in overall delivery, and reducing operational errors. Practical implications – The results show that the logistics industry in Taiwan should focus on the improvement of four KFs when adopting RFID. Eight practical implications of this study are also discussed in the paper. Originality/value – This study used multi-criteria decision-making (MCDM) tools to obtain the importance (weighting) of each factor and to identify the KFs that influence the adoption of RFID. The research results can serve as a reference for the logistics industry, enabling firms to better allocate their resources when adopting RFID, and thus, to achieve a good outcome at lower cost and with greater efficiency.

Three-dimensional sustainability of Kaizen

2018 ◽  
Vol 30 (4) ◽  
pp. 391-408 ◽  
Author(s):  
Jesus Mendez ◽  
Mercedes Vila-Alonso
Keyword(s):  
Design Methodology ◽  
Three Dimensional ◽  
Well Being ◽  
Transformation Process ◽  
First Century ◽  
Content Type ◽  
Analytical Technique ◽  
Know How ◽  
Practical Implications

Purpose The purpose of this paper is to know, from a three-dimensional perspective (operational, emotional and behavioral), the process of “putting down roots” related with the implementation of Kaizen until it becomes sustainable. The research aims to know how this “putting down roots” process is carried out, what transformations occur, what elements are involved and what role they represent in achieving sustainability. Design/methodology/approach For this purpose, a methodology based on the case study has been used, an interpretive approach to reality has been adopted as a paradigm and the Grounded Theory has been applied as an analytical technique. Findings The results suggest the existence of a transformation process that leads to creating new habits, beliefs and feelings, a phenomenon that the authors identify as a three-dimensional learning process (operational, emotional and behavioral). Practical implications This type of learning is perceived as a transition toward an organizational culture that ensures the roots of the Kaizen principles, which is essential for its sustainability and which favors the creation of talent and the well-being of employees, two challenges that the Kaizen of the twenty-first century must face. Originality/value The document includes innovative contributions to the Kaizen sustainability phenomenon, as it is dealt with from a three-dimensional perspective that underlies the inhibitors and enablers known in the current literature.

The perceived impact of successful outsourcing on customer service management

2005 ◽  
Vol 10 (5) ◽  
pp. 402-411 ◽  
Author(s):  
Kok Wei Khong
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Service Management ◽  
Single Equation ◽  
Key Factors ◽  
Content Type ◽  
Equation Modelling ◽  
Dependent Variables ◽  
Customer Service Management ◽  
Perceived Impact

PurposeThe purpose of this paper is to examine the perceived impact of outsourcing on customer service management.Design/methodology/approachThe examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.FindingsThe model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.Originality/valueThis paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.

Integrating Big Data in “e-Oman”: opportunities and challenges

Info ◽  
2016 ◽  
Vol 18 (5) ◽  
pp. 79-97 ◽  
Author(s):  
Stuti Saxena ◽  
Sujeet Kumar Sharma
Keyword(s):  
Big Data ◽  
Real Time ◽  
Design Methodology ◽  
Public Services ◽  
Content Type ◽  
Challenges And Opportunities ◽  
The Government ◽  
Time Basis ◽  
Privacy And Confidentiality ◽  
Practical Implications

Purpose This paper aims to integrate Big Data in e-government in Oman, also known as “e-Oman”, wherein Big Data might be better harnessed to tackle real-time challenges. Design/methodology/approach Besides a description of the concepts of e-government and Big Data in general, the paper underscores the dimensions of “e-Oman”. Following a qualitative approach, the paper asserts how integration of Big Data in “e-Oman” may be useful by invoking examples from four short case studies across different sectors. Findings The paper supports the integration of “e-Oman” and Big Data wherein besides providing smooth public services, the government is encouraged to forge inter- and intra-ministerial collaboration and public-private partnership. The paper probes through the challenges and opportunities in effecting this integration. Practical implications The paper provides a platform for the policymakers to conceive of a synchronized programme for integrating “e-Oman” and the Big Data generated by it. This integration would go a long way in building upon the economy of Oman, besides providing better public services to the individuals and businesses on a real-time basis. Social implications The paper does throw light on the issues of privacy and confidentiality of data available with the government. There are challenges of cybercrime as well. Therefore, the paper posits that a robust fool-proof infrastructure should be instituted by the government for effecting integration of e-government and Big Data. Originality/value This paper seeks to fill the gap in extant literature which remains scant on the integration of e-government with Big Data. This is especially true in the case of Oman where not a single study has been presented to probe this issue. Given that “e-Oman” is expanding its scope over the years, this paper foresees the concomitant opportunities and challenges in the integration of Big Data in “e-Oman”.

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