Policy Instrumentation: The Object of Service Design in Policy Making

Design Issues ◽  
2021 ◽  
Vol 37 (3) ◽  
pp. 89-100
Author(s):  
Helena Polati Trippe
Keyword(s):  
Organizational Change ◽  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Policy Making ◽  
Policy Design ◽  
Policy Instruments ◽  
Service Design ◽  
Government Action ◽  
Public Sector Efficiency

Abstract Service design, as a practice and an area of research, has been at the forefront of the debates surrounding innovation, technology, and organizational change. More recently, service design is deployed as a means to drive public sector efficiency and address the growing complexity of public service delivery. This article examines the application of service design to policy making in order to situate service design at the intersection of research on public services, design, and policy design. Furthermore, it will explore how conceiving of policy instruments as design artifacts might provide a way to think about the object of policy design and government action.

scholarly journals Systemic Government and the Civil Servant. A New Pattern for Systemic Design

2014 ◽  
Vol 7 (3) ◽  
Author(s):  
Jonathan A Veale
Keyword(s):  
Decision Support ◽  
Public Sector ◽  
Cultural Change ◽  
Public Service ◽  
Design Methodology ◽  
Policy Design ◽  
Civil Servant ◽  
Systemic Design

This article examines the emerging application of systemic design methodology within government as practiced by the Alberta Public Service in Edmonton, Canada. A case study, from a practitioner’s perspective, for systemic policy design is presented as an innovation facing approach useful for cultural change and decision-support.  Lessons about applying systemic design within government and essential capabilities and qualities of practitioners are outlined. For some systemic designers, government might be the best place to effect systemic change especially those particularly concerned about advancing stewardship and innovation within the culture of government. This article is useful to public sector practitioners interested in applying systemic methodology to complex and long-term policy predicaments.

scholarly journals Circular Economy Practices and Strategies in Public Sector Organizations: An Integrative Review

2020 ◽  
Vol 12 (10) ◽  
pp. 4181 ◽  
Author(s):  
Natacha Klein ◽  
Tomás Ramos ◽  
Pauline Deutz
Keyword(s):  
Public Sector ◽  
Literature Review ◽  
Service Delivery ◽  
Public Service ◽  
Circular Economy ◽  
Public Procurement ◽  
Public Service Delivery ◽  
Holistic View ◽  
The Public ◽  
Public Sector Organizations

The concept of the Circular Economy (CE) is an increasingly attractive approach to tackling current sustainability challenges and facilitating a shift away from the linear “take-make-use-dispose” model of production and consumption. The public sector is a major contributor to the CE transition not only as a policy-maker but also as a significant purchaser, consumer, and user of goods and services. The circularization of the public sector itself, however, has received very little attention in CE research. In order to explore the current state of knowledge on the implementation of CE practices and strategies within Public Sector Organizations (PSOs), this research aims to develop an overview of the existing literature. The literature review was designed combining a systematic search with a complementary purposive sampling. Using organizational sustainability as a theoretical perspective, the main results showed a scattered landscape, indicating that the limited research on CE practices and strategies in PSOs has focused so far on the areas of public procurement, internal operations and processes, and public service delivery. As a result of this literature review, an organizational CE framework of a PSO is proposed providing a holistic view of a PSO as a system with organizational dimensions that are relevant for the examination and analysis of the integration process of CE practices and strategies. This innovative framework aims to help further CE research and practice to move beyond current sustainability efforts, highlighting that public procurement, strategy and management, internal processes and operations, assessment and communication, public service delivery, human resources dimensions, collaboration with other organizations, and various external contexts are important public sector areas where the implementation of CE has the potential to bring sustainability benefits.

Public service motivation and job performance of public sector employees in the Netherlands

2009 ◽  
Vol 75 (1) ◽  
pp. 35-52 ◽  
Author(s):  
Peter Leisink ◽  
Bram Steijn
Keyword(s):  
Public Sector ◽  
The Netherlands ◽  
Service Delivery ◽  
Job Performance ◽  
Public Service ◽  
Public Service Motivation ◽  
Measurement Scale ◽  
Public Service Delivery ◽  
Four Dimensions ◽  
The Usa

This article contributes in three ways to our understanding of public service motivation (PSM) and its effects. In the first place, it applies an abridged version of Perry's measurement scale in the Dutch public sector. Although the results of the analysis show that PSM is a valid concept in this context, doubts arise as to whether one should use the same four dimensions as in the USA. Second, the analysis shows that — contrary to expectations — PSM is of equal importance in the segments of the Dutch public sector that were investigated. Third, the effect of PSM on three performance-related behavioural outcome variables (commitment, willingness to exert effort and perceived job performance) is analysed. In addition to PSM, a measurement of PSM fit is included. The hypothesis that PSM fit mediates the relationship between PSM and the outcome variables is rejected. In practice, it appears that both PSM and PSM fit have independent effects on these outcome variables. Points for practitioners Public organizations have to attract people who are motivated to work for the sector. In the Netherlands, the Ministry of the Interior is running a recruitment campaign to achieve this. This article shows the value of this strategy as workers with such a motivation (`public service motivation' or PSM) are more committed to the organization, more willing to exert effort and have a higher perception of their performance. Probably this will reflect in better public service delivery. However, the article also shows that recruiting PSM-oriented workers is not enough. It is also important that workers will be able to really `use' their PSM in their work. If not, they will become frustrated, which in the end will have adverse effects for the quality of public service delivery.

Voluntary cooperation of citizens in the community model of public service delivery

2020 ◽  
Author(s):  
Beáta MIKUŠOVÁ ◽  
Nikoleta JAKUŠ ◽  
Marián HOLÚBEK
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Goods ◽  
Public Service ◽  
Public Services ◽  
Revealed Preferences ◽  
Public Service Delivery ◽  
Continuous Increase ◽  
The Public ◽  
Community Model

Most of the developed countries have implemented new principles of public sector reform – new approaches to the management of the public sector. A major feature of the new public management (NPM) is the introduction of market type mechanisms (MTM) to the running of public service organizations: the marketization of the public service. The marketization of public services aims at a continuous increase in public expenditure efficiency, continual improvements in public services quality, the implementation of the professional management tools in the public sector, and last but not least, charge for public services. Price of public services in mainstream economics theory is connected with preference revelation problem. Economic models explain the relationship between consumer behavior (revealed preferences) and the value of public goods, and thus determine the value of the goods themselves. The aim of the paper is to determine the success of the community model of public service delivery based on the demonstrated preferences of individuals in the consumption of public services / public goods. The direct way of determining the preferences of individuals was used in this paper (willigness to pay and willigness to accept). These preferences will be identified based on the crowdfunding campaign as an example of community model of public goods provision by using survey experiment method. The willingness of individuals to pay is dependent on the individual's relationship with the organisation, the organisation's employees, or sympathise with those for whom the collection is, for whom the project is designed.

scholarly journals Language Provision in the Scottish Public Sector: Recommendations to Promote Inclusive Practice

2021 ◽  
Vol 9 (1) ◽  
pp. 45-55 ◽  
Author(s):  
Róisín McKelvey
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Service Providers ◽  
Policy Instruments ◽  
City Council ◽  
The Public ◽  
Language Support ◽  
Inclusive Practice ◽  
Research Findings ◽  
The City

Public service providers in Scotland have developed language support, largely in the form of interpreting and translation, to meet the linguistic needs of those who cannot access their services in English. Five core public sector services were selected for inclusion in a research project that focused on the aforementioned language provision and related equality issues: the Scottish Courts and Tribunal Service, NHS Lothian, NHS Greater Glasgow and Clyde, the City of Edinburgh Council and Glasgow City Council. The frameworks within which these public service providers operate—namely, the obligations derived from supranational and domestic legal and policy instruments—were analysed, as was the considerable body of standards and strategy documents that has been produced, by both national organisations and local service providers, in order to guide service delivery. Although UK equalities legislation has largely overlooked allochthonous languages and their speakers, this research found that the public service providers in question appear to regard the provision of language support as an obligation related to the Equality Act (UK Government, 2010). Many common practices related to language support were also observed across these services, in addition to shared challenges, both attitudinal and practical. A series of recommendations regarding improvements to language provision in the public sector emerged from the research findings and are highlighted in this article.

IT Governance in the Public Sector in a Developing Country

2009 ◽  
pp. 452-486 ◽  
Author(s):  
Edephonce N. Nfuka ◽  
Lazar Rusu
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Developing Country ◽  
Public Service ◽  
It Governance ◽  
Public Service Delivery ◽  
The Public ◽  
Use Of Technology ◽  
Governance Practices ◽  
Transformational Government

This chapter focuses on IT governance in the public sector organizations in a developing country like Tanzania. Today in many organizations in the public sector, the use of IT has become crucial in sustaining and extending the organizations’ strategies and objectives. This pervasive use of technology has caused a critical dependency on IT that calls for a specific focus on IT governance. In this chapter, we provide its overview and, based on the analysis of five case studies indicate the current practices, problems, and consequences in the Tanzanian public sector environment. Moreover, we reveal twelve key issues to consider for effective IT governance together with the trends and future research in improving ICT-enabled transformational government in public service delivery in this environment. In this context, the chapter contributes to an understanding of the IT governance practices and related ICT-enabled transformational government issues and complexities involved in the transformational phase for better public service delivery in a developing country like Tanzania.

scholarly journals The Dilemma of Accountability and Good Governance for Improved Public Service Delivery in Nigeria

2012 ◽  
Vol 1 (3) ◽  
pp. 25 ◽  
Author(s):  
Kehinde David Adejuwon
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Good Governance ◽  
Secondary Data ◽  
Public Servants ◽  
The Public ◽  
The People ◽  
The Government ◽  
Effective Service

The public sector in Nigeria is irrefutably beset with gross  incompetence and ineffective management. Perplexing difficulties endure in the Nigerian public sector in spite of a number of reform programmes that have been designed to enhance efficient and effective service delivery for almost two decades. The fact that public service has failed dismally to achieve its laudable objectives is the reason for the vote of no confidence passed on its administrators by majority of the Nigerian populace. The article examines the dilemma of accountability and good governance in Nigeria and demonstrates that the critical point in achieving meaningful developments in the country intrinsically lay with improved service delivery in the public sector. The basic reason why the public service has become the scorn of the people is because for too long, both the government and public servants have paid lip service to the crucial issue of effective and efficient service delivery. The article argues that improved service delivery will improve both the performance and the image of public service and re-awaken the citizens’ interest and trust in them to do business with public servants. It suggests that  in order to bring sanity back to the Nigerian Public Service,  all unprofessional tendencies such as ethnicity bias and nepotism in appointments and promotions, lack of security of tenure of office, and appointment of non-career public servants into key positions in the public service must stop. Also,  effective service delivery must be tailored to the circumstances of Nigeria. The study made use of secondary data obtained from various sources. It therefore concludes that without a reawakening of the culture of accountability and transparency lost over the years, the trusting relationship needed to forge between the government and the governed for the actualization of good governance will not materialize.

Building trust through public service co-production

2015 ◽  
Vol 28 (7) ◽  
pp. 550-565 ◽  
Author(s):  
Joost Fledderus
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Organizational Support ◽  
Service Provider ◽  
Personal Control ◽  
Small Sample ◽  
Generalized Trust ◽  
Content Type ◽  
Building Trust

Purpose – Co-production of public service delivery is believed to foster trust among users, but little empirical work is devoted to this assumption. Public sector organizations have therefore little knowledge about the conditions that determine whether co-production leads to trust. The paper aims to discuss these issues. Design/methodology/approach – A longitudinal mixed method is used, following participants of a co-produced activation programme over time (n=60). Quantitative methods are employed to investigate changes in trust levels, whereas qualitative methods are used to explain these changes and explore conditions for trust-building. Findings – After a half year, trust in the service provider, trust in local government and generalized trust decreased significantly among co-producing participants. Particularly, a decrease in trust in fellow participants strongly related to decreases in trust in the service provider and generalized trust. Qualitative evidence indicate that motivation during the co-production decreased, as well as personal control. Organizational support and user commitment show to be important conditions for building trust. Research limitations/implications – The study draws upon a small sample, limiting possibilities for statistical analysis. Also, comparison with other types of service delivery is required to safely assign the effects to co-production. Originality/value – Longitudinal studies on co-production are rarely performed. Additionally, the findings indicate a more critical approach to the effects of co-production, which are often assumed to be positive for the public sector and citizens.

scholarly journals Citizen Charter in Nepali Public Sector Organizations: Does it Really Work?

2021 ◽  
Vol 5 (1) ◽  
pp. 18
Author(s):  
Anil Kumar Gupta ◽  
Gyan Laxmi Shrestha
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Structured Interview ◽  
Exit Interview ◽  
Service Users ◽  
Interview Schedule ◽  
Interview Method ◽  
Public Sector Organizations ◽  
To Receive

Citizen Charter is an instrument of citizen-centric governance that confirms quality in public service delivery by holding public sector organizations directly accountable, responsive, and transparent. In this regard, this study aimed to disclose the current picture of Citizen Charter in Nepali public sector organizations from service users’ perspectives. For this, the survey was conducted in key six public sector organizations of Lalitpur Metropolitan City by using the client exit interview method, with the help of a semi-structured interview schedule. The study result indicates that the use of the Citizen Charter is extensively low. Service users are not fully aware and well informed about it, and its values. Service users prefer to receive services by asking from duty holders, intermediates (agents), and previous service users than the Citizen Charter. Service users believe that the promises of the Citizen Charter and the behavior of duty holders are inconsistent. However, some service users are demanding services as per the Citizen Charter.

scholarly journals The Relationship between Organization Structures and Performance in the Nigerian Public Sector

2020 ◽  
Vol 4 (2) ◽  
pp. 49-62
Author(s):  
Olanrewaju Yemisi Esther ◽  
Sanni Mubaraq ◽  
Lateef Saheed Ademola ◽  
Aliu Ismaila Daudu
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Internal Control ◽  
Organization Structure ◽  
Public Service Delivery ◽  
The Public ◽  
Public Sector Performance ◽  
Sector Performance ◽  
The Relationship

The main purpose of instituting good organizational structure as a parameter for public sector governance control practices is to resolve issues affecting the prudent management of resources to ensure effective public service delivery. However, quality of public service delivery only increased by an aggregate average of 2.4 percent from 2008 to 2017 as a result of poor organization structure. This implies that existence organization structure seems not useful due to the level of decay in public service delivery. Consequently, the present study assesses the relationship between organizational structure tools such communication with stakeholder, accountability and internal control on performance of Nigerian public sector. The study employed the two popular survey research instruments (questionnaire and interview) to collect data concurrently, analyzes separately and merged the results during interpretations. The target population for quantitative analysis is made up of Six (6) from each of the 175 MDAs in Nigeria as at December, 2018 while the study proposed Ten (10) participants for interviews. The quantitative data were analysed using descriptive and inferential statistic. The Partial Least Square Structural Equation Modelling (PLS-SEM) was used to test the hypotheses. The findings of the study from quantitative and qualitative analysis reveal that communication with stakeholder; accountability and internal control are positively and significantly associated with public sector performance. The study concludes that the three constructs proxied for organization structure have positive influence on the public sector performance. Therefore, the study recommends that all the heads of MDAs should lay more emphasis on transparency and accountability in order to be accessible independently by the public, the internal control system of MDAs should be regularly review and updated to achieve the stated public service objective and all MDAs staff should be training regarding the line of communication in public services in order to enhance public sector performance.

Sign in / Sign up

Export Citation Format

Share Document