An Ergonomics- ServQual Approach in Enhancing the Service Delivery Performance for a Government Agency in the Philippines

2020 ◽  
Author(s):  
Marvin I. Norona ◽  
Trinna Louisse ◽  
L. Evangelista
Keyword(s):  
Service Delivery ◽  
Government Agency ◽  
The Philippines ◽  
Delivery Performance

Public or private “ownership” - what’s in a name?

2003 ◽  
Vol 3 (1-2) ◽  
pp. 441-447
Author(s):  
J. Davis ◽  
G. Cashin
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Capital Expenditure ◽  
Performance Standards ◽  
Public Utility ◽  
Private Ownership ◽  
Private Company ◽  
Delivery Performance ◽  
Operations And Maintenance ◽  
Private And Public

This paper examines the similarities and differences between public and private ownership of water utilities, including variations such as corporatisation. In any utility where the asset owner and the asset operator are the same, there are pressures to reduce operations and maintenance costs and capital expenditure to maximise returns. The authors argue that this is the case irrespective of whether such returns are to private shareholders or dividends to government. On the other hand, where the asset owner and the asset operator are separate entities with a clearly defined contractual interface, it is not possible to increase returns by reducing operations and maintenance standards, presuming a properly constructed contract. This is because the performance standards are clearly stipulated in the contract with payment reductions applying for non-performance. Such a model can be put in place irrespective of whether the asset owner is a private company or a public utility. The paper examines the profit incentive applying to private and public sector organisations in models where:the asset owner and the asset operator are the same organisation;models where the asset owner and the asset operator are separate organisations, with the service delivery performance governed by a clearly defined contractual interface. The paper shows why the drivers governing the behaviour of public sector and private sector owners are similar, and how the separation of asset owner and asset operator can be used to ensure that service delivery standards are achieved at the lowest cost, whilst providing full transparency to shareholders, regulators and customers alike. The paper also reviews actual comparative data on service quality and performance under a number of ownership and contractual models, and draws conclusions on the effectiveness of the various asset owner/operator models in terms of service delivery performance and costs.

scholarly journals Citizen Awareness and Satisfaction Survey: The Case of Tumauini, Isabela Philippines

2021 ◽  
Vol 58 (1) ◽  
pp. 5478-5487
Author(s):  
Renejoy M. Bulos
Keyword(s):  
Local Government ◽  
Service Delivery ◽  
Local Governments ◽  
The Philippines ◽  
Public Works ◽  
Face To Face ◽  
Citizen Satisfaction ◽  
Satisfaction Index ◽  
The People ◽  
Multi Stage

Local governments in the Philippines are the nearest service units to its citizens. They are expected to deliver quality services to their constituents. As recipients of the different services, citizens are deemed in better position to assess whether quality services are delivered by the different municipalities in the country. In order to address the need to gather citizens’ feedback on the service delivery performance of the local government units (LGU), the Department of Interior and Local Government developed the Citizen Satisfaction Index System (CSIS). The municipality of Tumauini in the province of Isabela is one of the selected LGUs to implement the CSIS project in the country to measure its performance in service delivery for 2018. This study assessed the awareness and satisfaction of the people in Tumauini, Isabela on the services for Public Works and Infrastructure delivered by the LGU. There were 150 respondents selected using the multi-stage probability sampling method. In gathering the data needed, face to face interview was used with the aid of survey questionnaire. Overall, results revealed that citizens of Tumauini are aware and satisfied with the different service indicators of the Public Works and Infrastructure programs. Results of the study may help local government officials in crafting policies and making management decisions to improve the performance of the local government of Tumauini in the provision and delivery of Public Works and Infrastructure services to its constituents.

scholarly journals The Moderation Effect of Resource Implementation Factors on Performance Contracting and Public Service Delivery in Huduma Centres in Kenya

2020 ◽  
pp. 68-77
Author(s):  
Wesonga Justus Nyongesa ◽  
Samson Ntongai ◽  
Charles Ondoro
Keyword(s):  
Service Delivery ◽  
Case Studies ◽  
Interactive Effect ◽  
Policy Formulation ◽  
Moderating Effect ◽  
Performance Contracting ◽  
Moderation Effect ◽  
Delivery Performance ◽  
The Relationship ◽  
Implementation Factors

The Kenyan Government has pressures from its citizens to improve on service delivery and be responsive to citizen’s needs. Attempts such as privatization, voluntary early retirement and restructuring failed to improve the service delivery. Performance contracting was introduced to address the decline and is now being used together with Huduma Centres. The centres serve 30,000 customers daily against a target of 60,000 customers. On revenue, the centres collect Kshs 12 billion annually against a target of Kshs 30 billion according to a Government report of 2020. Focus from previous studies in resolving this around performance contracting have majorly been case studies and not surveys. Further from reviewed literature, performance contracting influence service delivery, performance and accountability. However other studies reveal that it does not result in increased customer care activities, effectiveness and efficiency and reduction in the number of customer complaints. These are mixed findings from case studies, an indicator of a moderation effect yet to be tested. Additionally, reviewed studies show that resource factors influence service delivery. The purpose of this research was to establish the moderating effect of resource implementation factors on the relationship between performance contracting and service delivery in the Huduma Centres of Kenya. The study was anchored on Vroom’s Expectancy Theory and Goal Setting Theory and utilized correlational survey research design. The target population was 276 workers at the 5 Huduma Centres in Western Region in a census survey. Pilot results (N=10) revealed 20-item instrument overall mean reliability α=0.898. Validity was checked and confirmed by expert review. Results revealed proportion of variance in the Service delivery explained by the resource implementation factors (∆R2=0.088; p=0.000) positively and significantly moderated the relationship significantly implying the interactive effect of resource implementation factors improved service delivery levels by 8.8%. The study concluded that performance contracting practices are significant predictors of service delivery levels; resource factors has a positive moderating effect (B= 0.197, p=0.000) on the relationship between performance contracting and service delivery. Recommendations were that firms should continue enhancing performance contracting practices by providing resource implementation factors as these efforts enhance service delivery in Huduma Centres in Kenya. The study’s significance is in contributing new literature and in government policy formulation by isolating resource implementation factors as key variables for improving public sector service delivery.

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.

scholarly journals Service Delivery Reforms for Asian Ageing Societies: A Cross-Country Study Between Japan, South Korea, China, Thailand, Indonesia, and the Philippines

2021 ◽  
Vol 21 (2) ◽  
Author(s):  
Shinichiro Noda ◽  
Paul Michael R. Hernandez ◽  
Kyoko Sudo ◽  
Kenzo Takahashi ◽  
Nam Eun Woo ◽  
...  
Keyword(s):  
Service Delivery ◽  
South Korea ◽  
The Philippines ◽  
Country Study ◽  
Cross Country

scholarly journals An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis

2008 ◽  
Vol 1 (1) ◽  
pp. 75-82
Author(s):  
Assion Lawson-Body ◽  
Laurence Mukankusi ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Value Proposition ◽  
It Services ◽  
Government Service ◽  
Internal Process ◽  
Delivery Performance ◽  
The Impact

E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans.

E-Government Service Delivery Performance

2010 ◽  
pp. 283-300
Author(s):  
Assion Lawson-Body ◽  
Jared Keengwe ◽  
Laurence Mukankusi ◽  
Abdou Illia ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Web Sites ◽  
Information Technologies ◽  
Lower Cost ◽  
Value Proposition ◽  
Government Service ◽  
Internal Process ◽  
Four Dimensions ◽  
Delivery Performance

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

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