scholarly journals Organizational Culture and Employee Performance: Assessing the Influence on the Implementation of Public Services During The Covid 19 Pandemic

2021 ◽  
Vol 18 (2) ◽  
pp. 176-187
Author(s):  
Widyawati Widyawati ◽  
Sulmiah Sulmiah ◽  
Nurlaela Nurlaela
Keyword(s):  
Organizational Culture ◽  
Service Delivery ◽  
Public Service ◽  
Quantitative Methods ◽  
Public Services ◽  
Service Providers ◽  
Work Motivation ◽  
Employee Performance ◽  
Public Service Delivery ◽  
Time Service

Public service providers during the COVID-19 pandemic face challenges in realizing quality services. At this time, service providers need the support of an organizational culture that is sensitive to change and optimal employee performance. Therefore, to determine the influence of organizational culture and employee performance in public services, this study is directed to analyze organizational culture and employee performance in supporting the implementation of quality public services in agencies engaged in public services in Central Mamuju Regency. In order to obtain objective research results, quantitative methods were used. Research data were obtained from questionnaires distributed to 102 samples, which were then strengthened by the results of interviews and secondary data related to the research topic. The results showed that the relationship between organizational culture and employee performance in influencing the quality of public service delivery during the COVID-19 pandemic was inseparable from the leadership and financial management factors of the organization. Leaders who cannot make decisions in favor of employees reduce employee work motivation. In addition, the use of applications as a solution for public service delivery during a pandemic cannot be utilized properly due to a lack of management budget. So that organizational culture and employee performance in public service agencies in Central Mamuju Regency cannot encourage the implementation of quality public services for the community during the COVID-19 period.

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.

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 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>

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.

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.

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.

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 What factors contribute to the effectiveness of public service delivery networks? : the case of community networks of specialized care in Ontario

2021 ◽  
Author(s):  
Christine Jaskulski
Keyword(s):  
Service Delivery ◽  
Empirical Evidence ◽  
Social Services ◽  
Public Service ◽  
Service Providers ◽  
Network Governance ◽  
Community Networks ◽  
Public Service Delivery ◽  
Specialized Care ◽  
Delivery Networks

The public administration literature in support of network governance has grown in the past two decades. Some empirical evidence suggests that if a range of public services are integrated through a network of service providers, a more coordinated seamless service system will be created, reducing fragmentation, gaps, and replication of services, and increasing capacity to plan for and address complex problems with improved client outcomes. There is limited empirical evidence about the factors that contribute to the effectiveness of public service delivery networks. The Ontario Ministry of Community and Social Services moved to a network model of service delivery in 2005 to address the needs of citizens with developmental disabilities and mental health/behaviour problems. Using secondary sources and key informant interviews, this research analyzes the factors that contribute to the effectiveness of social service delivery networks by examining Community Networks of Specialized Care in Ontario four years after implementation.

Citizens Collaboration and Co-Creation in Public Service Delivery

2014 ◽  
pp. 1913-1931
Author(s):  
Panagiotis Kokkinakos ◽  
Sotirios Koussouris ◽  
Dimitrios Panopoulos ◽  
Dimitrios Askounis ◽  
Antonis Ramfos ◽  
...  
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Waiting Times ◽  
New Governance ◽  
Public Service Delivery ◽  
New Approach ◽  
Mass Collaboration ◽  
Research Areas ◽  
Governance Model

Governments are striving to deliver more efficient and effective public services in order to achieve better public service quality, with reduced waiting times, improved cost effectiveness, higher productivity and more transparency. It's an issue of doing things in new ways that requires fundamental change in the provision of public services in the future and a complete new approach for Governments to work and interact with their citizens. Currently, Societies witness more than ever that Web 2.0 and social media in particular, constitute the emerging, if not already established, mass collaboration and cooperation platform between citizens and administrations, as the latter have started to realise the benefits of such applications. The COCKPIT project builds on these developments and based on a highly synergetic approach aims to define a new Governance model for the next generation public service delivery, by combining various research areas.

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