Delivery of Time-Bound Public Services to Citizens: Indian Experience

2020 ◽  
Vol 66 (3) ◽  
pp. 343-355
Author(s):  
Urvashi Pareek ◽  
Nagendra Ambedkar Sole
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Information And Communications Technology ◽  
Critical Function ◽  
Public Service Delivery ◽  
Role Of The State ◽  
The Government

The delivery of public services to the citizens is the most critical function of the government, among the other functions being development and regulation. The three essential pillars of public service delivery are timelines, quality and grievance redressal. The concept of public service delivery emerged in the 1990s, with New Public Management and Citizen Charter’s evolution in the UK. With the shift in the role of the state from provider to facilitator and regulator of public services, the focus is to ensure transparency, accountability and citizen centricity in administration and maintain citizen’s satisfaction and trust in the government. This article highlights the concept of public service delivery, and time-bound delivery practices, adopted internationally and nationally. The article concludes that India needs to look beyond Information and Communications Technology and capitalise on other options as listed in suggestions.

scholarly journals Between Revenues and Public Service Delivery

2020 ◽  
Vol 176 (2-3) ◽  
pp. 304-337
Author(s):  
Shidarta ◽  
Stijn Cornelis van Huis
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Government Agencies ◽  
Public Service Delivery ◽  
New Public ◽  
Efficiency And Effectiveness ◽  
The Government ◽  
Public Service Agencies

Abstract This article examines the development of policies regarding the state-owned enterprises (SOE s) and public service agencies (PSA s) in Indonesia. In 2004, the government of Indonesia introduced PSA s—government agencies that were given large autonomy to manage their financial affairs. The rationale behind this autonomy is consistent with the New Public Management ideal: the creation of more market-oriented government institutions with the objective of increasing the efficiency and effectiveness of public service delivery. The PSA policy has increased state revenues significantly, yet the quality of services and accountability has not improved accordingly. A comparison with SOE s reveals that the restructuring of government agencies and SOE s took place before a supportive framework was set in place. We argue that to tackle informality and to safeguard the social functions of public services, the spearheads of efficiency and revenues in Indonesian bureaucratic reform policies require a strong foundation, consisting of regulatory and ideological components.

scholarly journals Analisis Kebijakan Pemerintahan Terbuka dalam Pelayanan Publik di Kota Denpasar

2018 ◽  
Vol 20 (2) ◽  
pp. 71
Author(s):  
Tities Eka Agustine ◽  
Mohammad Yudha Prawira
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
City Government ◽  
Government Policies ◽  
Open Government ◽  
Evaluation Instrument ◽  
Public Service Delivery ◽  
The Government

The public services reform is still become an agenda of Indonesian Government. All this time, City government of Denpasar is one of the local government known by integrating public service delivery using technology (E-Government). Nevertheless, there is a new concept that has been developed to improve the government services named Open Government. This concept has three principles, they are policy principle, policy catalyst and policy outcome. Accordance with those terms, the objective of this paper is to provide an analysis of open government policies on public service in Denpasar City. This study is using qualitative method with descriptive approach. The result of this research shows that Denpasar has been achieving the principle of Open Government. The government trying to provide transparency, integrity as well as public participation in accessing public services. The government policies are part of Government of Denpasar’s strong commitment to improve their public service delivery. It’s already stipulated through the mayor’s regulation and mayor’s decree. However, there are several challenges that should be noticed by the City Government of Denpasar. For the massive implementation, they need to provide a legal framework of local regulation and a monitoring and evaluation instrument for public services

scholarly journals ETHICAL RISKS IN PUBLIC-PRIVATE PARTNERSHIPS: THE CASE OF LAHORE WASTE MANAGEMENT COMPANY

2021 ◽  
Vol 0 (5) ◽  
pp. 56-72
Author(s):  
Zubair Syed Sohaib ◽  
◽  
Ali Khan Mukaram ◽  
Saeed Aamir ◽  
◽  
...  
Keyword(s):  
Service Delivery ◽  
Waste Management ◽  
Private Sector ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Public Service Delivery ◽  
Management Company ◽  
Public And Private Sector ◽  
The Impact

The world is coming up with new solutions to old problemsin orderto improve efficiency and effectiveness in public service delivery. Public-Private Partnership (PPP) isarelatively new form of participatory governance. This approach is linked with New Public Management (NPM) and, since its inception, the private sector has taken over the entire world despite incongruence and incompatibility in indigenous values and cultures. PPPis also claimed to be the best solution in terms of service delivery; however, its effectiveness is yet to be achieved. The purpose of this study is to find the effectiveness ofthePPP mode of governance. This study is qualitative in nature and has taken one entity based on PPP as a case,i.e. Lahore Waste Management Company (LWMC),in orderto study the impact of this solution to all,theills of public service delivery. Fourteen officialswere interviewed in this studyof LWMC (a quasi-governmental institution) and its private partners. Findings suggest that this PPP mode has major ethical risks in the form of lack of transparency in awarding contracts, equity-efficiency trade-off, overall conflict of philosophy of public and private sector, low professionalism, value for money (compromise on cost and quality), and weak accountability mechanisms.

scholarly journals Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis

Economies ◽  
2020 ◽  
Vol 8 (4) ◽  
pp. 97 ◽  
Author(s):  
Mudalige Uthpala Indeelinie Alahakoon ◽  
Shahzadah Nayyar Jehan
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Performance Enhancement ◽  
Sri Lankan ◽  
Infrastructure Development ◽  
Public Service Delivery ◽  
Governance Process ◽  
The Government ◽  
Optimal Efficiency

Since 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international donors around the world. Digital promotion agencies such as the Information Communication Technology Authority (ICTA) and infrastructure development entities such as the Lanka Government Network (LGN) were established, and the process significantly picked up pace in various government agencies and departments. This process, sometimes called e-governance, was set into motion to improve the efficiency of the government operations and public service delivery at all governmental levels. A decade has passed since many primary public services underwent a digital transformation. In this paper, we analyze the digital governance process and assess the efficiency status of public services in the country. We conducted an output-oriented, nonparametric analysis of the performance data by applying data envelopment analysis (DEA). The data were collected through a questionnaire-based field survey. Our findings suggest that most public services have not achieved optimal efficiency levels, and there is still plenty to be achieved by performance enhancement measures that have been adopted by the various agencies of the Sri Lankan government.

scholarly journals Promoting Information and Communication Technology in Online Service Delivery in Vietnam

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Thi Ngoc Mai NGUYEN ◽  
Ngoc Huong Quynh PHAM
Keyword(s):  
Service Delivery ◽  
Information And Communication Technology ◽  
Communication Technology ◽  
Public Service ◽  
Public Services ◽  
Personal Data ◽  
Online Service ◽  
Public Service Delivery ◽  
Information And Communication ◽  
The Government

Applying Information and Communication Technology (ICT) to public service deliverycontributes to transparency, accountability, and cost-saving to improve administrative efficiency. Thisapplication has become an inevitable trend for administrative reform worldwide. This paper examines thepolicy of promoting ICT in public service delivery and its implementation in Vietnam. Recently, theVietnamese government has created a thoroughly legal foundation to develop information infrastructurefor public service delivery. However, online public service delivery results are still lower than expected,and the online service index in Vietnam has just reached the average level of the world. Therefore, toencourage citizens to use online public services, the government should improve the personalidentification data system and promote propagating and popularize online public services. Thegovernment also should protect personal data and administrative system security to ensure organizationalsystem safety and efficiency.

scholarly journals Unleashing Public Private Partnership Understanding and the Ideal Underpinning Theories: A Public Sector View

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Jude Thaddeo Mugarura ◽  
Zwelinzima Ndevu ◽  
Peter Turyakira
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Language Game ◽  
Incomplete Contracts ◽  
Procurement Management ◽  
Public Service Delivery ◽  
New Public

Researchers ceaselessly theorize public private partnerships (PPP) as a major innovative means to unlock public sector investment gaps, yet their contribution towards improved public service delivery has sustainably remained low mainly due to poor PPP understanding and application. This study utilises extant conceptual and theoretical studies through content analysis to provide a more concrete understanding of the PPP concept and philosophy for their effective application. The study developed a list of common PPP defining features (e.g. partnership, long-term projects and contracts, incomplete contracts, function specific tasks) and eight PPP perspectives (i.e. procurement management, urban regeneration, infrastructure, policy, moral regeneration, financing arrangements, language game, development) for better understanding of the PPP concept. Importantly, the study introduces a new and overarching PPP perspective of procurement management. Additionally, it was established that Traditional Public Management theory is not compatible with PPP practices, and the study recommends new public governance, public value, new public service, and remotely, the new public management as the most appropriate theories underpinning PPPs with in a public sector setting. This research contributes towards improved understandability of the PPP phenomenon and its practical applicability for greater impact towards sustainable public service delivery.

scholarly journals MEMBANGUN SISTEM PELAYANAN PUBLIK YANG MEMIHAK PADA RAKYAT

Populasi ◽  
2016 ◽  
Vol 13 (1) ◽  
Author(s):  
Agus Dwiyanto
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Public Service Delivery ◽  
Bureaucratic Corruption ◽  
Strict Adherence ◽  
The Public ◽  
Bargaining Position ◽  
The Government

Public service delivery in Indonesia has failed to win the hearts of the public. Such a stance is attributed to distortions, which owe their origins to the bureaucratic structure of the organization and administration of public service provision, as well as the haphazard work practices, all of which have undermined the efficiency of public service delivery. The public, as customers of services, has been plagued by accessibility problems, persistent delays, and rampant bureaucratic corruption. The lack of responsibility and authority by those delivering public services imply that strict adherence to rigid rules and regulations takes precedence over serving the interests of the public. Public service bureaucracy in Indonesia is indeed rule rather than customer driven. Besides, customers of public services have a weak bargaining position, which precludes their raising any complaints in case the services received fall short of their expectations and a far cry from fulfilling their satisfaction. In order to revitalize the image of the civil service the government must enhance the effectiveness, efficiency, and fairness in the delivery of public services. Nonetheless, making recommendations on the quality improvement is one thing, implementing them is another, even more complex issues. A number of changes must be effected; right from the top brass down to the first-line service providers, if the much cherished more customer-driven work ethics are to be instilled.

Organizational Concepts of Public Services in the Republic of Macedonia

10.4335/77 ◽  
2009 ◽  
Vol 7 (2) ◽  
pp. 129-140 ◽  
Author(s):  
Borce Davitkovski ◽  
Ana Pavlovska Daneva
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
Legal Framework ◽  
Social Needs ◽  
Public Institution ◽  
Legal Person ◽  
Public Service Delivery ◽  
The Public

The public services which fulfil some common social needs are provided by public, private and mixed institutions in Macedonia. Their legal framework is the Public Institution Act. Public institutions can be established by the state-owned, municipal and private funds. An institution has the capacity of a legal person with the rights and obligations determined by law. It can conclude contracts and perform legal affairs within the professional framework as it is registered in the Central Register. Each institution has its own bodies: the management board, director, a supervisory body and other bodies determined by law. During the 17-year process of Macedonia’s approaching the Euro-Atlantic integration and legal harmonization, the field of profession-specific organizations, oriented solely at providing public services, has undergone major changes. The results of these changes are still to be measured and assessed. KEY WORDS: • public service delivery • public institution • financing public service delivery • public management • Macedonia

scholarly journals Toward Digitan Equality: The Study of ICT and the Effective Public Service Deliverty in Taiwan

2016 ◽  
Vol 3 (3/4) ◽  
pp. 31
Author(s):  
Chung-Yuang Jan
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
New Technologies ◽  
Information Age ◽  
Public Service Delivery ◽  
The Public ◽  
New Public ◽  
Information And Communication

Our society has undergone several transformations with the coming of the information age, one of which is the method of public service delivery. Nowadays, some governments provide services through new technologies, such as Internet, BBS, or IC cards. These e-techs will inevitably propel the mutation in org structure, adv process…and so on. From the public administration perspective, obviously, NPM is also a force underpinning the e-governance. In the early 1980s, G. Caiden described that administrative reform came of age. Under the Thatcherism and Reaganism, the core values of government reform are entrepreneurship and competition, and these will be helpful to the formation of Egovernment. In this paper, some points will be discussed. First, the formation of the society of Information under the development of Information and Communication Technology（ICT）. Second, the transformation of public service delivery in e-government context and the approach of New Public Management(NPM）, and of course, the issues of equality, such as digital divide, and digital democracy will also be discussed under the context. Finally, the case of public service delivery of digital equality in Taiwan will be analyzed.

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