scholarly journals “Our Lives Are Affected by Government Agencies”: Citizens’ Perception Survey as a Measure of Public Service Efficiency in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093590
Author(s):  
Bernard Gumah ◽  
Maxwell A. Aziabah
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Human Life ◽  
Public Service Delivery ◽  
Services Delivery ◽  
Measuring Efficiency ◽  
Analytic Design ◽  
The Impact

Efficiency in public service delivery is critical in enhancing and improving the quality of citizens’ lives. Conversely, inefficient public service delivery has profound adverse effects on the quality of citizens’ lives. In the theory of public services efficiency, direct citizens’ surveys are a useful tool for measuring efficiency in public services. Our core consideration is the impact on human life, which is viewed as a function of the efficiency of public services delivered. We rely on the Ghana Living Standards Survey data to show that analytic leverage can be gained in gauging public perceptions of public services delivery using a perception index through the application of a comparative analytic design. Our results show that differences exist in the perceptions of efficiency and inefficiency among essential and auxiliary services, and such differences have also been found to mirror the spatio-economic attributes of citizens. We argue that public services can positively affect lives through a combination of policy measures spanning increased fight against corruption, improved funding, enhanced monitoring, and increased institutional capacity for improved expansion in physical presence, quality, and the visibility of public services.

The Dynamics of Failing Service Delivery in Nigeria and Ghana

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Mary S Mangai
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Strong Relationship ◽  
Government Performance ◽  
Public Service Delivery ◽  
Sub Saharan ◽  
Donor Agencies ◽  
Made In

This article compares the quality of service delivery in Nigeria and Ghana in the areas of healthcare, food provision and access to clean water and sanitation. Its first finding is that public service delivery in the two countries has been perceived as inadequate and deteriorating for over a decade. Therefore, this paper concludes that Nigeria and Ghana are lagging behind in the provision of basic public services for their citizens and need to re-orient their service delivery. Governments in sub-Saharan countries are working with donor agencies at the forefront of combating poverty through a number of interventions to improve the delivery of public services. Notwithstanding these good intentions, few results have been achieved so far, especially considering the massive investment made in attempts to reduce poverty in this region. The outcomes of this research suggest a strong relationship between household satisfaction and problems experienced in service delivery in these areas. They also show that satisfaction with public service delivery involves more than government performance. Political, geographical and demographic factors are also important predictors.

Factors influencing perceptions on corruption in public service delivery via e-government platform

foresight ◽  
2017 ◽  
Vol 19 (6) ◽  
pp. 628-646 ◽  
Author(s):  
Stuti Saxena
Keyword(s):  
Service Delivery ◽  
Institutional Theory ◽  
Public Service ◽  
Public Services ◽  
Demographic Variable ◽  
Sampling Technique ◽  
Public Service Delivery ◽  
Content Type ◽  
Government Services ◽  
The Impact

Purpose With an increasing thrust upon transparency and accountability in government, e-government platforms are being scaled in many countries to bolster trust of the citizens and to bring about efficiency in public service delivery. Recently, India launched its “Digital India” initiative as an e-government measure. This study aims to gauge respondents’ perceptions regarding corruption in public services post-launch of the “Digital India” initiative. Design/methodology/approach A survey was conducted via email, soliciting inputs from 217 respondents following a convenience sampling technique in selected districts of India. Using an institutional theory lens, this study uses a quantitative approach where correlations and hierarchical regression analysis inform the overall analysis. Findings The results showed that low transparency, high cost incurred in availing public services, inefficiency in government and favoritism in government are the key determinants that influenced the perception of users about corruption in e-government services. Also, one demographic variable, namely, gender, showed a statistically significant relationship with the perception of corruption in e-government services. Originality/value Hitherto, extant literature is replete with conceptual and theoretical studies on the impact of e-government initiatives on curbing corruption, and there is negligible empirical research in developing countries vis-à-vis this dimension – the present study seeks to fill this gap. Second, previous research has not used the institutional theory to investigate the efficacy of e-government initiatives; this study uses the framework of the institutional theory framework to substantiate the arguments.

scholarly journals An Analysis of the Implementation of Business Process Re-engineering in Public Services

2020 ◽  
Vol 6 (4) ◽  
pp. 114 ◽  
Author(s):  
Vishakha Wijeratne Elapatha ◽  
Shahzadah Nayyar Jehan
Keyword(s):  
Service Delivery ◽  
Business Process ◽  
Public Service ◽  
Relative Efficiency ◽  
Public Services ◽  
Sri Lankan ◽  
Public Service Delivery ◽  
Societal Pressure ◽  
Parametric Data ◽  
The Impact

Sri Lankan public service apparatus has a long colonial heritage, and all of that has not been in line with the requirements of a 21st century public service expectations. However, the increasing societal pressure for the delivery of more modern public services has forced it to undergo a major overhaul of its business process. In this paper, we assess the impact of the recent efforts at business process reengineering (BPR) in public service. We estimate the overall as well as relative efficiency of public service delivery across various ministries and departments of the Sri Lankan government. A broad-based Likert scale field survey on a five-point scale was carried out and performance data were collected. We applied a non-parametric data envelopment analysis (DEA) to estimate the overall and relative efficiency of the public service delivery across 29 departments and ministries (D&Ms) and the departments of the government of Sri Lanka. Our results show that, save for a few, most D&Ms have a potential for improving the performance. The performance enhancement is desirable both from an input as well as output perspectives. Moreover, our results indicate significant scale inefficiencies associated with the performance of ministries and departments that are engaged in public service delivery (PSD) in the country. The authors have also indicated towards critical success factors for a wider deployment of the study’s findings in the conclusion.

Public service delivery in the Nordic Region: An exercise in collaborative governance

2021 ◽  
Author(s):  
Elin Cedergren ◽  
◽  
Diana Huynh ◽  
Michael Kull ◽  
John Moodie ◽  
...  
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Collaborative Governance ◽  
Welfare States ◽  
Ageing Population ◽  
Public Authorities ◽  
Public Service Delivery ◽  
Health Crisis ◽  
Nordic Region

Nordic welfare states are world renowned for providing high quality public services. Nordic municipal and regional authorities, in particular, play a central role in the delivery of key public services in areas, such as, health, education, and social care. However, in recent years, public authorities have faced several challenges which have reduced capacity and resources, including long periods of austerity following the 2008 financial crash, rapid demographic changes caused by an ageing population, and the COVID-19 health crisis. In response to these challenges many public authorities have looked to inter-regional, inter-municipal and cross-border collaborations to improve the quality and effectiveness of public service delivery (OECD 2017; ESPON 2019). Indeed, collaborative public service delivery is becoming increasingly prominent in the Nordic Region due to a highly decentralized systems of governance (Nordregio 20015; Eythorsson 2018).

scholarly journals OPTIMALISASI PENYELENGGARAN PELAYANAN PUBLIK DALAM MASA PERUBAHAN MELAWAN COVID-19 DI INDONESIA

2021 ◽  
Vol 5 (1) ◽  
pp. 210
Author(s):  
Diana Setiyo Dewi ◽  
Tiur Nurlini Wenang Tobing
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Good Governance ◽  
Negative Impact ◽  
Community Services ◽  
Public Service Delivery ◽  
Work From Home ◽  
The Government ◽  
New Policies ◽  
The Impact

This study focuses on COVID-19 as a global pandemic that has a negative impact on various government fields. The government made a new online-based policy on public service delivery. Public services before COVID-19 are seen as not optimal, the improvement needs are piling up in line with the delays during the COVID-19 pandemic, it is very necessary to optimize the implementation of good governance, problems we are facing now are the threat of COVID-19 against the deterioration of the country, new policies that do not produce solutions, difficulties in implementing online-based work policies due to uneven technological progress in each region, increasing COVID-19 cases, and the pile-up task of improving public service delivery. Current pandemic situations in Indonesia; an increasing number of COVID-19 cases in Indonesia with a total of 93,657 on July, 23rd 2020; The government-issued social distancing policies, physical distancing, work from home and PSBB to break the chain of COVID-19; Conducting community intelligence through online and offline COVID-19 prevention education; Java island as the most populated area in Indonesia (SUPAS 2015) experienced a prolonged red zone until the implementation of the PSBB; it's affected the economic turnover. The Impact of the COVID-19 Pandemic on Public Service Delivery; Limited access for providing community services; Issued a new policy; Closure of schools, markets, public facilities, restrictions on transportation passengers, and others; Providing online-based services. The conclusions and suggestions in this study are the application and development of the E-Government system; Creating new reliable policy standards; Employee training regarding online-based work systems; Efforts to distribute technology and information to every remote area in Indonesia

scholarly journals Rembug Pelayanan Publik (RPM) Sebagai Aktualisasi Pelayanan Publik Berlandaskan Demokrasi Pancasila

2016 ◽  
Vol 12 (2) ◽  
pp. 284
Author(s):  
Nuriyanto Nuriyanto
Keyword(s):  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
The Public ◽  
Services Delivery ◽  
Starting Point ◽  
Public Bureaucracy ◽  
Human Quality ◽  
Set Up

Dynamic development of society, they want the public bureaucracy to be able  to provide the public services more professional, effective, simple, transparent, open, timely, responsive and adaptive. With excellent public service, to build a human quality in the sense  of  increasing  the  capacity  of  individuals  and  communities  to determine actively its own future. Actualization of democratic precepts in the public services delivery in Indonesia starting point on the importance of community participation ranging from formulating criteria for the services, how the delivery   of the services, arranging each engagement, public complaints mechanism set up   by the monitoring and evaluation of the implementation of the public services in order to co-together build a commitment to create quality of the public services. It’s all been contained in the Law 25 of 2009 on Public Services, certainly it has been based on the precepts of the democracy of Pancasila. Rembug of the public services as an actualization of the public services based on the democracy of Pancasila.

scholarly journals Autonomy of Public Service Delivery Units in Vietnam: An Institutional Perspective

2021 ◽  
Author(s):  
◽  
Minh Thi Hai Vo
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Path Dependence ◽  
Public Services ◽  
Historical Institutionalism ◽  
Political Commitment ◽  
Institutional Perspective ◽  
Sociological Institutionalism ◽  
Public Service Delivery ◽  
State Management

<p>Intrigued by the burgeoning commercialisation of public services in Vietnam, this research seeks to understand the nature of autonomy that public service delivery units have been given as part of the greater effort of the Government of Vietnam to separate business and service provision from state management. In addressing this objective, the research bases its analysis on historical institutionalism and sociological institutionalism that illuminate insights into institutional factors shaping the autonomy policies and the implementation of the policies in practice. The main data sources the research draws on are legal documents, government reports and in-depth interviews with managers and staff of public service delivery units.  The research findings illustrate that autonomy is very limited in many aspects of management because the autonomy reforms are largely influenced by the socialist-oriented market path dependence. Amidst the exhaustion of resources and legitimacy due to the regime’s flawed economic structure and inherent problems of cronyism and corruption, autonomy is utilized primarily as a strategic instrument to mobilize resources indispensable for the socialist survival. This policy direction creates incentives for the various forms of rent-seeking and corrupt behaviour among public service delivery units, occasioning the rapid and aggressive commercialization of public services. While the root of these problems lies in the intent of the policies, these problems are further nurtured by historical and cultural factors, and seriously compounded by the absence of an effective regulatory and accountability system and the lack of political commitment to fight corruption from the top leaders.  The research addresses the gap in the academic literature by offering an illuminating insight into the nature of autonomy of a country context and demonstrating the merit of converging historical institutionalism and sociological institutionalism for the study of public policies. The research’s significant contribution to policy-making is that it highlights the need to build institutions to fit in well with the reform ideas, especially when such ideas are borrowed or transferred from advanced countries with well-developed institutional foundations.</p>

Future Directions for Public Service Delivery in the Digital Era

2019 ◽  
pp. 323-341
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Mobile Apps ◽  
Public Service Delivery ◽  
Digital Era ◽  
Emerging Issues ◽  
Technological Developments ◽  
Block Chain ◽  
Exciting Development ◽  
The Impact

This chapter discusses emerging issues and technologies, such as ethical responsibilities in a changing technological environment, the use of analytics and artificial intelligence, the evolution of communications technology, and the growth of block chain and mobile apps technology. Mobile apps technology is a very exciting development because the nature of the applications is very personal and target specific customer needs, hence gradually resolving the issue of explicitly knowing the customer and meeting its personal needs through the concept of personas. This chapter provides numerous examples of how the various technological developments can be specifically implemented to enhance public service delivery in the digital era. In this context, Chapter 12 has two important implications, namely the impact of the technology trends to revolutionise public service delivery on the operations of government entities and users of government services in the future.

Scotland's Civic Society v. England's Big Society? Diverging Roles of the VCS in Public Service Delivery

2011 ◽  
Vol 10 (3) ◽  
pp. 353-363 ◽  
Author(s):  
Mike Danson ◽  
Geoffrey Whittam
Keyword(s):  
Northern Ireland ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Public Service Delivery ◽  
Civic Society ◽  
Big Society ◽  
The Public

The devolved governments and parliaments of Scotland, Wales and Northern Ireland increasingly have been adopting different approaches from England to the delivery of public services. With more powers and responsibilities, Scotland has initiated these moves to divergence, not least with respect to the roles of volunteering, the Voluntary and Community Sectors (VCS) in the context of the ‘Big Society’. This article explores how the environment and institutions in Scotland increasingly are generating moves for different relations between the public, private and VCS. With key powers reserved for the Westminster parliament, differences are demonstrated in the position and development of the VCS.

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