scholarly journals Complaint Handling Systems In The Public Sector: A Comparative Analysis Between Indonesia and Australia

2020 ◽  
Vol 3 (1) ◽  
pp. 1-24
Author(s):  
Susi Dwi Harijanti
Keyword(s):  
Comparative Analysis ◽  
Social Context ◽  
Public Sector ◽  
Significant Role ◽  
Public Service ◽  
Handling System ◽  
The Public ◽  
Practice Group ◽  
Complaint Handling ◽  
The Government

This article deals primarily with complaint handling system with reference to an ombudsman that established by the government as opposed to the private ombudsman variety in Indonesia and Australia’s jurisdictions. In practice, group of people or persons have often arisen complaints or grievances in public service, and it requires solutions. It is widely known that the Ombudsman office has long been regarded as an effective office in resolving people complaint. This is mainly because the nature of the Ombudsman as an independent and impartial institution. This article argues that regardless of the different context of introduction of an ombudsman in Indonesia and Australia because of different political and social context, however, the performance of ombudsman in both countries has showed significant role in enhancing public services through their expanded mandates and stronger powers.

scholarly journals SISTEM PENANGANAN PENGADUAN BERBASIS E-GOVERNMENT PADA DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN KENDAL

2021 ◽  
Vol 6 (1) ◽  
pp. 45
Author(s):  
Muhammad Fatchuriza ◽  
Teguh Adi Prasojo
Keyword(s):  
Public Service ◽  
Research Method ◽  
Government Agencies ◽  
Handling System ◽  
The Public ◽  
Descriptive Research ◽  
Complaint Handling ◽  
Qualitative Descriptive ◽  
The Government ◽  
Interact Class

The purpose of this study is to determine the extent of the handling of public complaints management based on E-government in Kendal Regency and the response of the Kendal Regency Government to complaints from the public. This study used a qualitative descriptive research method, while data collection was carried out in three ways, namely observation, interviews, namely interviews with experts or people who understand topic to be researched and documentation study. The results showed firstly that E-government-based complaint handling system at UP4 of the Communication and Informatics Office of Kendal Regency was running optimally. The indicators that can be seen are as of February 2019 as many as 1338 complaints that were submitted to the Public Service Complaints Management Unit (UP4) 1248 have been processed. Second, in the context of implementing e-government in managing complaints, it is included in the scope of Government to Citizens (Government to Society) and also includes the use of Government to Employees services. Third, the types of e-government services in Indrajit (2004: 29-32) are described as divided into three main classes, namely: publish category, interact category, and transact category. In compalint handling system based on e-gove at UP4 Kendal district, it is included in the interact class category, because there has been a two-way communication and interaction relationship between the government and the community. The Influencing Factors 1. From government agencies, a) complaint distribution flow b) required maintenance costs. c) Internet Network. 2. From the community, a) Servers that often have problems, b) Less feedback

CAPAM Symposium on Networked Government: The public service as a learning organization: the Malaysian experience

2005 ◽  
Vol 71 (3) ◽  
pp. 463-474 ◽  
Author(s):  
Malek Shah Bin Mohd. Yusoff
Keyword(s):  
Public Sector ◽  
Public Administration ◽  
Public Service ◽  
Organizational Boundaries ◽  
Institute Of Public Administration ◽  
The Public ◽  
The People ◽  
Public Sector Organizations ◽  
Common Purpose ◽  
The Government

Current environmental demands require public sector organizations to respond effectively and efficiently to the needs of the people and the nation. Given the bureaucratic nature of public sector organizations, where change and responsiveness are difficult to achieve, this paper highlights some of the issues that need attention to transform public sector organizations into learning organizations. It also examines some of the initiatives taken by Malaysia in general and INTAN (the National Institute of Public Administration) in particular to help enhance learning in the public sector so that the various components of the government machinery can work together across organizational boundaries for a common purpose, responding effectively to challenges, as well as delivering integrated and customer-centric services.

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.

scholarly journals Why people enter and stay in public service careers: the role of parental socialization and an interest in politics

2020 ◽  
pp. 002085231988691
Author(s):  
Caroline Fischer ◽  
Carina Schott
Keyword(s):  
Public Sector ◽  
Human Resources ◽  
Public Service ◽  
Role Models ◽  
Public Service Motivation ◽  
Job Applicants ◽  
Parental Socialization ◽  
The Public ◽  
Human Resources Managers ◽  
The Government

This article examines the effect of parental socialization and interest in politics on entering and staying in public service careers. We incorporate two related explanations, yet commonly used in different fields of literature, to explain public sector choice. First, following social learning theory, we hypothesize that parents serve as role models and thereby affect their children’s sector choice. Additionally, we test the hypothesis that parental socialization leads to a longer stay in public sector jobs while assuming that it serves as a buffer against turnover. Second, following public service motivation process theory, we expect that ‘interest in politics’ is influenced by parental socialization and that this concept, in turn, leads to a public sector career. A representative set of longitudinal data from the Swiss household panel (1999–2014) was used to analyse these hypotheses ( n = 2,933, N = 37,328). The results indicate that parental socialization serves as a stronger predictor of public sector choice than an interest in politics. Furthermore, people with parents working in the public sector tend to stay longer in their public sector jobs. Points for practitioners For practitioners, the results of this study are relevant as they highlight the limited usefulness of addressing job applicants’ interest in politics in the recruitment process. Human resources managers who want to ensure a public-service-motivated workforce are therefore advised to focus on human resources activities that stimulate public service motivation after job entry. We also advise close interaction between universities and public organizations so that students develop a realistic picture of the government as a future employer and do not experience a ‘reality shock’ after job entry.

scholarly journals The development of talent management in Malaysian public sector: a comprehensive review

2019 ◽  
Vol 17 (2) ◽  
pp. 242-253
Author(s):  
Sharmaine Sakthi Ananthan ◽  
Halimah Abdul Manaf ◽  
Mega Hidayati ◽  
Dian Suluh Kusuma Dewi
Keyword(s):  
Human Capital ◽  
Public Sector ◽  
Public Service ◽  
Talent Management ◽  
The Public ◽  
Talented People ◽  
Public Sector Managers ◽  
The Government ◽  
The Right ◽  
Service Managers

The aim of this current study was to analyze recent development of talent management among public service managers in Malaysia. The study brings understanding on talent management and broader human capital issues within Malaysia context by analysing the comprehensive literature. Government of Malaysia is emphasizing on development of talent in the public sector, as it is the most significant resource for the public service. The study found that the government has invested in various programs and initiatives to develop and produce key talented human capital within the public sector. However, despite the initiatives taken by the government, Malaysia is still short of talented people and struggling to develop talent, and talented skilful people are leaving. The study also indicated that year after year increasing number of graduates are being produced at the public universities, but the education system is not producing the right skilful individuals for the particular position or task, resulting in talent mismatch. Another key issue is the incapability to retain talented people that led to poor innovation and creativity within the country. Is key issue is part of the factors discussed in the 10th and 11th Malaysia Plan, and is a concern, as it plays a role in preventing the progress of Malaysia in achieving a developed nation by 2020. As one of the key aspirations of Malaysia is to enrich public service in Malaysia as a citizen centre that is having talented human capital. The study revealed that there is a need for in-depth quantitative and qualitative further research to discover new insights on talent management and retain talent among the public sector managers in Malaysia.

scholarly journals The Hidden Hand of Neoliberal Global Institutions: The World Bank and the Reshaping of Botswana Public Sector

2013 ◽  
Vol 2 (2) ◽  
pp. 89
Author(s):  
M. N. S. Marobela ◽  
Rudolph. L. Boy
Keyword(s):  
Public Sector ◽  
Performance Management ◽  
World Bank ◽  
Public Service ◽  
International Institutions ◽  
Free Market ◽  
The Public ◽  
The World Bank ◽  
The World ◽  
The Government

This paper examines how powerful international institutions work to influence the reforms trajectory in the developing countries. A key dynamic that brings them to Botswana is the neoliberal agenda of the World Bank, which has been increasingly creeping into the public sector in many countries. For Botswana, this comes not as a surprise as the government is renowned for its strong conviction in the free market as a vehicle for development and prosperity. However, what is surprising is the idea being peddled by government bureaucrats that these changes are mainly initiated from within. It is argued that the involvement of networks of international organisations in Botswana’s reforms dispels this myth. The paper demonstrates how earlier concerns raised by the World Bank, of low productivity in Botswana became materialised with the assistance of a number of consultants from international institutions, who provided varied support to the government of Botswana. For example such assistance came in form of financial, intellectual, and training of government officers. It is from the role played by these international institutions that the national structures and mechanisms have changed the public service. This has eventually led to neoliberal reforms in the form of Performance Management System being the accepted dogma for improving productivity in the Botswana public service. 

E-Government : an exploratory study of online government procurement

2008 ◽  
Vol 5 (2) ◽  
pp. 15
Author(s):  
Maniam Kaliannan
Keyword(s):  
Public Sector ◽  
Empirical Investigation ◽  
Government Procurement ◽  
Management Tool ◽  
Government Service ◽  
The Public ◽  
Organizational Perspective ◽  
Effective Manner ◽  
The Government ◽  
Government Level

The quest to improve the government service delivery is becoming an important agenda for most governments. The introduction oflCT in the public sector especially E-Government initiatives opens up a new chapter in the government administration throughout the world. Governments have deployed ICT to serve their citizens in an efficient and effective manner. This paper presents an empirical investigation of Malaysian government's e-Procurement initiative (locally known as e-Perolehan). The aim of the paper is to examine factors that influence the current and future use of the system within the supplier community. These factors are grouped in three perspectives, (i) organizational perspective; (ii) technological perspective; and (Hi) environmental perspective. The general consensus amongst both the buyer and seller communities is that e-procurement will become an important management tool to enhance the performance of supply chain especially in the public sector. However, before this occurs, the findings suggest that several issues must be addressed by the relevant authorities in light of the three perspectives as mentioned above, to improve the procurement process at the federal government level.

Public service motivation and organizational performance in Chinese provincial governments

2016 ◽  
Vol 10 (4) ◽  
pp. 770-786 ◽  
Author(s):  
Chunkui Zhu ◽  
Chen Wu
Keyword(s):  
Organizational Performance ◽  
Public Service ◽  
Public Service Motivation ◽  
Provincial Government ◽  
Civil Servants ◽  
Hunan Province ◽  
Government Employees ◽  
Content Type ◽  
The Public ◽  
The Government

Purpose This paper aims to examine different hypotheses concerning the effects of public service motivation (PSM) and other attitudinal or institutional dimensions on organizational performance (OP). Specifically, based on the experience of Chinese provincial governments, this study provides new evidence about how PSM may affect OP. Design/methodology/approach This study collected data from a survey of different provincial government departments in Sichuan Province, Hubei Province, Hunan Province and Chongqing Municipality in 2011. Using data from 761 respondents, Pearson correlation analysis and regression analysis were used to explore the relationships between related factors. Findings PSM, job satisfaction, affective commitment and job involvement have statistically significant effects on OP, and these results are consistent with the findings of previous researches that PSM positively affected OP at a significant level. The results suggest that, if civil servants have a strong PSM, the performance of their organizations will be high. Research limitations/implications Future research should look for additional factors that affect OP, comparing employees’ perceptions of an organization’s performance with objective data to determine whether, and to what degree, subjective measures of performance are valid measures of OP in the public sector. Practical implications In the process of improving government performance, it is significant to give attention to the government employees’ mentality. The government training and promotion system should encourage civil servants to care about the public interest. A more flattened organization should be considered as part of the next steps in government reform, and more opportunities should be provided to involve more government employees in policy making. Originality/value This study helps to clarify the effects of individual factors of PSM on OP in China in a tightly controlled bureaucratic environment, where related data are hardly accessible.

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