Citizen Centric Service in the Australian Department of Human Services: The Department's Experience in Engaging the Community in Co-design of Government Service Delivery and Developments in E-Government Services (澳大利亚人类服务部以公民为中心的服务：该部门在促进群体参与协同设计政府服务提供和发展

2012 ◽  
Vol 71 (2) ◽  
pp. 167-177 ◽  
Author(s):  
Colin Bridge
Keyword(s):  
Service Delivery ◽  
Human Services ◽  
Government Service ◽  
Government Services ◽  
Department Of Human Services ◽  
Australian Department

Access to e-government services by citizens through public/community libraries in Namibia

2020 ◽  
pp. 026666692097900
Author(s):  
Cathrine T Nengomasha ◽  
Teopoline N Shuumbili
Keyword(s):  
Service Delivery ◽  
Urban Areas ◽  
National Development ◽  
Government Service ◽  
Technology Infrastructure ◽  
Government Services ◽  
Rural And Urban Areas ◽  
Rural And Urban ◽  
Tax Returns ◽  
Community Libraries

The role of public/community libraries in promoting national development is undeniable. It is therefore not surprising that these libraries are being heralded as partners in e-government service delivery. The libraries however experience challenges in providing this important service, many of which emanate from poor funding. The paper presents findings of a study that was conducted in urban, semi-urban and rural public/community libraries in Namibia to determine access to e-government services through public/community libraries. Related studies have highlighted the digital divide between rural and urban settings as one of the factors influencing e-government service delivery. There is an imbalance in the provision of technology infrastructure between rural and urban areas in Namibia. The study therefore was based on the assumption that the setting of the library will have an influence on access to e-government services. The study employed a survey research design using a questionnaire for data collection, which was administered via email. The study population were all 65 community libraries, of which 64 took part in the study and the units of analysis were library staff, of which 75 completed the questionnaire. The findings show that the e-government services that users were accessing through the libraries included downloading and completing employment forms, employment information, and filing tax returns. The challenges included few workstations in libraries, unreliable Internet connectivity and slow Internet access (i.e. slow bandwidth). The library setting had no impact on access to e-government services, suggesting that these other factors could equally be affecting libraries regardless of setting and that there could be other factors at play. The study recommends that a study be conducted to gather the perspective of the users which may highlight what these other factors are.

scholarly journals Grounding E-Government in Vietnam: from Antecedents to Responsive Government Services

2007 ◽  
Vol 2 (3) ◽  
Author(s):  
Tuyen Thanh Nguyen ◽  
Don Schauder
Keyword(s):  
Service Delivery ◽  
Full Range ◽  
Government Service ◽  
Successful Development ◽  
Government Services ◽  
Internet Users ◽  
Background Data ◽  
User Centric ◽  
Depth Interviews ◽  
Shed Light

The paper concerns the antecedents or preconditions for the successful development of e-government in Vietnam. The main antecedent issue under consideration is the readiness of the population to access and use networked ICTs, the prime communication medium of e-government. The paper reports the results of in-depth interviews with 38 citizens in various regions of the country. Its purpose is primarily to examine the capacity of citizens to become effective users of e-government services in terms of their access to, and capacity to use, ICTs. Its subsidiary purpose, in the light of these user-centric considerations, is to offer some thoughts on how government in Vietnam might position itself better to provide effective e-government services. In essence the paper attempts to shed light on the following questions: How ready is the population to make use of e-government services if these were provided? How ready is government to provide a full range of e-government services to this population? At present only 16 million out of Vietnam’s more than 85 million people are ICT/Internet users. If e-government service delivery is to be effective, clearly a much greater proportion of the population needs to become users. The paper looks at case studies of users and non-users, as well as background data from a variety of Vietnamese and international sources, in order to frame initial suggestions about how barriers to wider internet use can be overcome, and how services to current and future users could be made more effective.

Service Delivery and Accountability of Urban Officials: Evidence from Urban-based Local Government in Bangladesh

2021 ◽  
pp. 097152312110163
Author(s):  
A. H. M. Kamrul Ahsan ◽  
Peter Walters ◽  
Md. Adil Khan
Keyword(s):  
Qualitative Study ◽  
Service Delivery ◽  
Service Providers ◽  
City Government ◽  
Quality Monitoring ◽  
Government Service ◽  
The Poor ◽  
Similar Class ◽  
Rajshahi City

This study compares the state of city government service delivery for communities living in different areas with different level of affluence in Rajshahi City in Bangladesh. Based on the results of a qualitative study, we found a significant service disparity between the affluent and the poor communities. This disparity is due to the inability of the poor to hold service providers accountable, attributable to a lack of knowledge about services and a lack of social status. Lack of quality monitoring and a marked bias in the quality of interactions between the poor and the affluent contribute to the service disparity This disparity is largely invisible to the poor who, instead of comparing themselves with the affluent citizens, compare themselves with a similar class of people.

scholarly journals Enterprise Business Process Management in the Public Sector: The Case of the Department of Human Services (DHS) Australia

2018 ◽  
Vol 8 (2) ◽  
pp. 217-231 ◽  
Author(s):  
Wasana Bandara ◽  
Scott Bailey ◽  
Paul Mathiesen ◽  
Jo McCarthy ◽  
Chris Jones
Keyword(s):  
Public Sector ◽  
Business Process ◽  
Human Services ◽  
Business Process Management ◽  
Process Management ◽  
Ad Hoc ◽  
Vital Role ◽  
The Public ◽  
Federal Department ◽  
Department Of Human Services

Business process management (BPM) in the public sector is proliferating globally, but has its contextual challenges. Ad hoc process improvement initiatives across governmental departments are not uncommon. However, as for all organisations, BPM efforts that are coordinated across the organisation will reap better outcomes than those conducted in isolation. BPM education plays a vital role in supporting such organisation-wide BPM efforts. This teaching case is focused on the sustainable development and progression of enterprise business process management (E-BPM) capabilities at the Federal Department of Human Services: a large Australian federal government agency. The detailed case narrative vividly describes the case organisation, their prior and present BPM practices and how they have attempted BPM at an enterprise level, capturing pros and cons of the journey. A series of student activities pertaining to E-BPM practices is provided with model answers (covering key aspects of BPM governance, strategic alignment, culture, people, IT, methods, etc.). This case provides invaluable insights into E-BPM efforts in general and BPM within the public sector. It can be useful to BPM educators as a rich training resource and to BPM practitioners seeking guidance for their E-BPM efforts.

Sign in / Sign up

Export Citation Format

Share Document