scholarly journals El Benchmarking como herramienta para el logro de calidad y eficiencia ante la burocratización mecanizada en los servicios de las instituciones

UDA AKADEM ◽  
2021 ◽  
pp. 66-95
Author(s):  
Pamela del Rocío Fajardo-Vanegas ◽  
Hugo Daniel Cabrera-Vinueza ◽  
María Esther Alcántara-Gutiérrez ◽  
Armando Adrián Millán-Dumas
Keyword(s):  
User Satisfaction ◽  
Critical Analysis ◽  
Public Services ◽  
Public Institutions ◽  
Time Cost ◽  
Customer Support ◽  
Administrative Management ◽  
Palabras Clave ◽  
Constructive Criticism

Los servicios prestados por las organizaciones son evaluados por los usuarios en sus procesos, el estilo de atención y la satisfacción que brindan sus resultados. Esta investigación analizó la experiencia que los usuarios han tenido con la atención que reciben en los servicios públicos, formulando una crítica constructiva a la burocratización mecanizada. El principal objetivo de la investigación fue determinar cómo afectan los procesos burocratizados a los usuarios del servicio en tiempo, costo y beneficio. La metodología seguida fue un análisis crítico deductivo correlacional, con un planteamiento heurístico, como base de cambio y solución a los problemas de la burocratización en los procesos. Esta investigación analizó la experiencia que los usuarios han tenido con la atención que reciben en los servicios públicos, a fin de identificar los indicadores para una propuesta de mejora, que contrarreste la burocratización mecanizada mediante la aplicación de la herramienta de Benchmarking. Se buscó alternativas de cambio en la gestión administrativa, ya que bien fundamentada es un conductor del mejoramiento en los trámites y de la satisfacción del usuario. Los resultados mostraron que la insatisfacción es moderadamente alta y que las instituciones públicas, en comparación con las privadas, necesitan reestructura e innovación inmediata. Palabras clave: benchmarking, burocratización mecanizada, calidad de servicio, procesos, satisfacción del cliente. ABSTRACT he services provided by the organizations are evaluated by the users in their processes, the style of attention, and the satisfaction that their results provide. This research analyzed the experience that users have had with the care they receive in public services, thus formulating a constructive criticism of mechanized bureaucratization. The main objective of the research was to determine how to control the bureaucratized processes to the users of the service in time, cost and benefit The methodology followed was a correlational deductive critical analysis, with a heuristic approach as a basis for change and solution to the problems of bureaucratization in processes. This research analyzed the experience that users have had with the care they receive in public services to identify the indicators for a proposal for  mprovement, which counteracts mechanized bureaucratization through the application of the Benchmarking tool, to find alternatives for change in the administrative management, since well-founded is a driver of improvement in procedures and user satisfaction. The results  obtained show that dissatisfaction is moderately high, and that public institutions compared to private ones need immediate restructuring and innovation. Keywords: Benchmarking, mechanized bureaucratization, processes quality of service, customer support.  

scholarly journals Prioriority actions maps of municipal public services with geospace application

2019 ◽  
Vol 42 ◽  
pp. e44426
Author(s):  
Bruno Fernandes Scaramelli ◽  
Edivando Vitor Couto ◽  
Paulo Agenor Alves Bueno ◽  
Débora Cristina de Souza ◽  
Luciane Maria Vieira ◽  
...  
Keyword(s):  
Public Services ◽  
Census Data ◽  
Public Institutions ◽  
Waste Collection ◽  
Outlier Analysis ◽  
Census Tracts ◽  
The Public ◽  
General Network ◽  
Absence Rate

Public services management is a fundamental role to public institutions, providing society with proper resources for a better quality of life. Local characteristics should be considered during public policies planning; however, generalizations are adopted to elaborate studies, overlooking these characteristics. Our objective was to apply a geostatistical analysis into the public services of Campo Mourão, Paraná State. The number of residents per census tracts lacking in water supply, sewage collection, waste collection, street lighting, electricity, and paving was found based on 2010 Census data. The spatial distribution of these data with the software ArcGIS 9.3 enabled the examination of these characteristics via the Cluster and Outlier method, through the Anselin Local Moran's I spatial analysis module, that identified hotspots and coldspots. As a result, it was found that Campo Mourão is satisfactorily supplied with electricity distribution services and waste collection with only 0.5% of absence in the census tracts. The sewage collection by the general network was the most absent service with 37% absence rate. Parque Industrial I and Jardim Isabel neighborhoods stood out as the most devoid of public services. The Cluster and Outlier Analysis is a subsidy tool for policy-making, which can increase efficiency when providing these services.

scholarly journals The Consequences of the Austerity Policies for Public Services in the UK

2021 ◽  
Vol 15 (3) ◽  
pp. 518-537
Author(s):  
Tania Arrieta Hernandez
Keyword(s):  
Public Service ◽  
Service Provision ◽  
Public Services ◽  
Public Institutions ◽  
Quality Of Services ◽  
Resource Base ◽  
Public Service Provision ◽  
And Shifts ◽  
The Uk

This article examines the changing landscape of public service provision in the UK during austerity. Austerity is presented through the notions of retrenchment, decentralisation and shifts in governance. The analysis shows that retrenchment and decentralisation eroded the capacity of public institutions to protect the provision of vital public services. This is revealed through the reduced provision of non-statutory services and the reinforcement of inequalities in service provision. Shifts in governance have led to mixed outcomes in the quality of services. This article also addresses how austerity influenced many of the problems observed in service provision during the COVID-19 pandemic. Vital public services in the UK faced the pandemic with a diminished resource base, heightened inequalities and significant fragmentation in service provision.

scholarly journals RELACIÓN ENTRE LA GESTIÓN ADMINISTRATIVA DEL DIRECTOR Y EL MANTENIMIENTO Y MODERNIZACIÓN DE LA INFRAESTRUCTURA DE LAS INSTITUCIONES EDUCATIVAS PÚBLICAS DE LA RED Nº 07 DE LA ZONA DE NUEVA ESPERANZA DE VILLA MARÍA DEL TRIUNFO, PROVINCIA Y REGIÓN LIMA, EN E

LOGOS ◽  
2016 ◽  
Vol 6 (1) ◽  
Author(s):  
Justo Narvaez Retuerto
Keyword(s):  
Null Hypothesis ◽  
Study Groups ◽  
Public Institutions ◽  
Educational Institutions ◽  
Validity And Reliability ◽  
Administrative Management ◽  
Palabras Clave ◽  
Level Of Significance ◽  
La Red ◽  
Los Grupos

 RESUMEN La investigación científica realizada es cuantitativa, básica, tiene un diseño correlacional causal, no experimental, los factores de estudio son dos: la Gestión Administrativa del Director y el mantenimiento y modernización de la infraestructura de las instituciones educativas públicas de la RED Nº 07 de la zona de Nueva Esperanza de Villa María del Triunfo, provincia y región Lima, en el año 2013. La población está conformada por 331 docentes y la muestra está conformada por 110 docentes.Para la recolección de datos se confeccionaron dos cuestionarios: uno para la variable la Gestión Administrativa del Director y el otro para la variable el mantenimiento y modernización de la infraestructura, que se aplicó a los 110 docentes de la muestra.Los instrumentos cumplen con las cualidades de validez y confiabilidad. El estudio plantea la siguiente hipótesis de investigación: Existe una relación significativa de la gestión del director y el mantenimiento y modernización de la infraestructura de las instituciones educativas públicas de la RED Nº 07 de la zona de Nueva Esperanza de Villa María del Triunfo, provincia y región Lima, en el año 2013.Los resultados obtenidos nos permiten rechazar la hipótesis nula y aceptar la hipótesis investigada, según se aprecia los análisis estadísticos de los grupos de estudio, el nivel de significancia p= 0,00 menor que p=0,05 (p< α). Se demuestra que el Rho de Spearman al ser0.835 tiene una correlación muy alta. Por lo tanto, se rechaza la hipótesis nula, comprobándose de este modo que: Existe una relación entre la gestión administrativa del director y el mantenimiento y modernización de la infraestructura de las instituciones educativas públicas de la RED Nº 07 de la zona de Nueva Esperanza de Villa María del Triunfo, provincia y región Lima, en el año 2013.PALABRAS CLAVE: Gestión Administrativa del Director - El mantenimiento y modernización de la infraestructura. ABSTRACTThe scientific realized investigation is quantitative, basic, has a design correlacional causal, not experimentally, the factors of study are two: the Administrative Management of the Director and the maintenance and modernization of the infrastructure of the educational public institutions of the NETWORK N º 07 of the zone of New Hope of Villa Maria of the Victory, province and region Lima, in the year 2013. The population is shaped by 331 teachers and the sample is shaped by 110 teachers.For the compilation of information two questionnaires were made: one for the variable the Administrative Management of the Director and other one for the variable the maintenance and modernization of the infrastructure, which was applied to 110 teachers of the sample.The instruments meet the qualities of validity and reliability. The study raises the following hypothesis: There is a significant relationship managing director and the maintenance and modernization of the infrastructure of public educational institutions No. 07 RED zone Nueva Esperanza Villa Maria del Triunfo, province and Lima region, in 2013.The results allow us to reject the null hypothesis and accept the hypothesis investigated, according to statistical analysis of the study groups can be seen, the level of significance p = 0.00 p = less than 0.05 (p <α). It is shown that Rho Spearman being 0.835 has a very high correlation. Therefore, the null hypothesis, proving thus is rejected: There is a relationship between the administration of the director and the maintenance and modernization of the infrastructure of public educational institutions No. 07 RED area New Hope Villa Maria del Triunfo, Lima province and region in 2013.KEYWORDS: Administrative Management Director - Maintenance and modernization of infrastructure.

PERUBAHAN KUALITAS PELAYANAN PUBLIK & KEPUASAN PENGGUNA JASA KERETA API DI KOTA TASIKMALAYA

2020 ◽  
Vol 9 (2) ◽  
pp. 1-8
Author(s):  
Ari . Ramdani
Keyword(s):  
Qualitative Research ◽  
User Satisfaction ◽  
Public Services ◽  
Positive Impact ◽  
Service Users ◽  
Internal Factors ◽  
Level Of Satisfaction ◽  
High Level ◽  
The City

This research begins with some positive changes in the quality of public services that occur at PT. Indonesian Railways which turned out to have a positive impact on the level of satisfaction of users of railroad services, especially in the City of Tasikmalaya. Of course, this change is a factor that is the cause. So in this study questioned: how changes in the quality of public services, Factors that support the process of realizing the change in the quality of public services, and how satisfaction of train service users in the City of Tasikmalaya. To answer these questions and get information, qualitative research methods are used with interview techniques, documentation studies, and observations. The conclusion from the study was obtained that changes in the quality of public services that occurred so far PT. Indonesian Railways is indeed influenced by several factors, all of which are internal factors of PT. Indonesian Railways. And these changes prove that changes in the quality of public services have an impact on the level of public satisfaction. With the high level of satisfaction of users of railroad services, of course, this must be maintained by PT. Indonesian Railways. So that PT. Indonesian Railways will continue to be a trusted provider by land transportation users.  Keywords: Quality of Public Services; Service User Satisfaction 

scholarly journals KOMUNIKASI APARATUR DESA TERHADAP PENINGKATAN PELAYANAN PUBLIK DESA SE-KECAMATAN TELLULIMPOE DI KABUPATEN BONE

2021 ◽  
Vol 2 (2) ◽  
pp. 67-73
Author(s):  
Taufiq Taufiq ◽  
Syamsuddin Maldun ◽  
Nurkaidah Nurkaidah
Keyword(s):  
Public Service ◽  
Public Services ◽  
Administrative Management ◽  
Communication Function ◽  
Basic Services ◽  
Village Government ◽  
The Village ◽  
Determining Factor ◽  
Operational Service

Komunikasi aparatur desa terhadap peningkatan pelayanan publik di desa merupakan faktor penentu pencapaian kualitas pelayanan dasar di desa. Tujuan penelitian ini adalah untuk menganalisis syarat komunikasi terhadap pelayanan publik di desa se-Kecamatan Tellulimpoe dan implementasi fungsi komunikasi terhadap pelayanan publik di desa se-Kecamatan Tellulimpoe. Untuk mewujudkan kinerja pemerintah desa yang maksimal dalam meningkatkan pelayanan public, maka penting mendapat dukungan dari sumber daya aparatur yang memiliki kemampuan baik secara kualitas maupun kuantitas, serta adanya ketersediaan sarana dan prasarana dan fasilitas pelayanan yang memadai. Selain itu, kondisi kantor yang belum representatif, menyebabkan kualitas pelayanan belum optimal. Faktor komunikasi juga sangat mempengaruhi efektifitas pelayanan publik oleh aparatur desa dalam menjalankan tugasnya sehingga menyebabkan tidak berjalannya layanan publik secara optimal. Hasil penelitian menunjukan bahwa pelayanan publik dalam pengelolaan administrasi di Desa se-Kecamatan Tellulimpoea belum optimal. Pelayann publik yang tidak optimal di desa se-Kecamatan Tellulimpoea disebabkan oleh tidak diterapkannya SOP (Layanan Operasional Standar) yang telah ditetapkan. The communication of village officiers to improve public services in a village is a determining factor in achieving the quality of basic services in the village. The aim of this study was to analyze the requirements of communication for public services in villages in Tellulimpoe District and the implementation of the communication function for public services in villages throughout Tellulimpoe District. To achieve the maximum performance of the village government in improving public services, it is important to get support from apparatus that have the ability both in quality and quantity, as well as the availability of facilities and infrastructures as wel as adequate service facilities. In addition, the office conditions are not yet representative, causing the service quality yet not optimal. The communication factor also greatly affects the effectiveness of public services by village officials in carrying out their duties, causing public services not to run optimally. The results showed that public services in administrative management in the villages of Tellulimpoea District were not optimal. Public service that is not optimal in the villages of Tellulimpoea District is caused by not implementing the SOP (Standard Operational Service) that has been set.

EL PENSAMIENTO CRÍTICO EN LA EDUCACIÓN DE POSGRADO: PROPUESTA DE UN MODELO PARA SU INTEGRACIÓN AL PROCESO EDUCATIVO

2016 ◽  
Vol 4 (2) ◽  
Author(s):  
Carlos Manosalvas Vaca ◽  
Luis Manosalvas Vaca ◽  
Ruth Barba
Keyword(s):  
Higher Education ◽  
Critical Thinking ◽  
Detailed Analysis ◽  
Teaching And Learning ◽  
Learning Processes ◽  
Educación Superior ◽  
Educacion Superior ◽  
Educational Processes ◽  
Palabras Clave

La presente investigación, analiza los conceptos más importantes del pensamiento Crítico, así como su importancia y utilidad en los procesos de formación profesional a nivel de Posgrado. Se hace un análisis detallado de los conceptos más ampliamente aceptado y de los factores inmersos en el desarrollo y aplicación de este tipo de pensamiento. Finalmente se propone un modelo que engloba los conceptos y factores analizados y como se interrelacionan entre ellos; el objetivo final es brindar a los docentes y directivos de Instituciones de Educación Superior, una herramienta que posibilite la inclusión de este tipo de pensamiento en sus procesos enseñanza-aprendizaje con el fin último de mejorar la calidad de los procesos de formación. Palabras Clave: Pensamiento Crítico, Educación Superior, Educación ABSTRACT This research analyzes the most important concepts of critical thinking as well as their importance and usefulness for the educational processes at graduate level. A detailed analysis of the most widely accepted concepts and factors involved in the development and application of this kind of thinking has been made. Finally, a model that includes the concepts and analyzed factors and their interrelations is proposed; the ultimate goal is to provide teachers and directors of Institutions in Higher Education, a tool that enables the inclusion of this type of thinking in their teaching and learning processes with the ultimate intention of improving the quality of the training processes. Keywords: Critical thinking, Higher Education, Education Recibido: mayo de 2016Aprobado: septiembre de 2016

KAJIAN LITERATUR MODEL KONSEPTUAL KEBERHASILAN E-GOVERNMENT

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Bernadus Gunawan Sudarsono ◽  
Sri Poedji Lestari
Keyword(s):  
Information Technology ◽  
Best Practice ◽  
Public Services ◽  
Developed Countries ◽  
Internet Technology ◽  
Electronic Government ◽  
Digital Government ◽  
Management Ethics ◽  
The Government

The use of internet technology in the government environment is known as electronic government or e-government. In simple terms, e-government or digital government is an activity carried out by the government by using information technology support in providing services to the community. In line with the spirit of bureaucratic reform in Indonesia, e-government has a role in improving the quality of public services and helping the process of delivering information more effectively to the public. Over time, the application of e-Government has turned out to have mixed results. In developed countries, the application of e-Government systems in the scope of government has produced various benefits ranging from the efficiency of administrative processes and various innovations in the field of public services. But on the contrary in the case of developing countries including Indonesia, the results are more alarming where many government institutions face obstacles and even fail to achieve significant improvements in the quality of public services despite having adequate information and communication technology. The paradigm of bureaucrats who wrongly considers that the success of e-Government is mainly determined by technology. Even though there are many factors outside of technology that are more dominant as causes of failure such as organizational management, ethics and work culture. This study aims to develop a model of success in the application of e-Government from several best practice models in the field of information technology that have been widely used so far using literature studies as research methods. The results of the study show that the conceptual model of the success of the implementation of e-Government developed consists of 17 determinants of success..Keywords: Model, Factor, Success, System, e-Government

Arrangement of Archives of Cloud Computing Based and Utilization of Microsoft Access

2018 ◽  
Vol 1 ◽  
pp. 198
Author(s):  
Lusy Tunik Muharlisiani ◽  
Henny Sukrisno ◽  
Emmy Wahyuningtyas ◽  
Shofiya Syidada ◽  
Dina Chamidah
Keyword(s):  
Cloud Computing ◽  
Public Service ◽  
Human Life ◽  
Electronic System ◽  
Main Function ◽  
Scientific Publications ◽  
Data Manipulation ◽  
Administrative Management ◽  
Microsoft Access

Service at the “Kelurahan” is a very important part in determining the success of development, especially in public service. The problem faced is the lack of skill level of the “Kelurahan” apparatus with the more dynamic demands of the community and the archive management system is still conventional and manual that is writing the identity of the archive into the book agenda, expedition, control card, and borrowed archive card, so it takes a more practical electronic system, effective and efficient so required to develop themselves in order to improve public services. Conventional administration and archive management must be transformed into cloud-based computing (digital), for which archiving managers should always be responsive and follow these developments and wherever possible in order to utilize for archival activities, with greater access expected archives are evidence at once able to talk about historical facts and events and be able to give meaning and benefit to human life, so archives that were only visible and readable at archival centers can now be accessed online, and even their services have led to automated service systems. Using Microsoft Access which its main function is to handle the process of data manipulation and manufacture of a system, this system is built so that the bias runs on Cloud which means Cloud itself is a paradigm in which information is permanently stored on servers on the internet and stored. The purpose of this program is the implementation of administrative management that has been based cloud computing (digital) and is expected to be a solution in managing the archive so that if it has been designed and programmed, it can be stored in the computer and benefi- cial to the “Kelurahan” apparatus and add in the field of management archives in the form of improving the quality of service to the community, can facilitate and scientific publications.

Intimacy as Transgression and the Problem of Freedom

2018 ◽  
Vol 1 (1) ◽  
pp. 18
Author(s):  
Kym Maclaren
Keyword(s):  
Intimate Relationships ◽  
Critical Analysis ◽  
Mutual Recognition ◽  
Public Institutions ◽  
The Other ◽  
Social Forces ◽  
Critical Insight ◽  
Insight Into ◽  
What Matters

“To consent to love or be loved,” said Merleau-Ponty, “is to consent also to influence someone else, to decide to a certain extent on behalf of the other.” This essay explicates that idea through a meditation on intimacy. I propose, first, that, on Merleau-Ponty’s account, we are always transgressing into each other’s experience, whether we are strangers or familiars; I call this “ontological intimacy.” Concrete experiences of intimacy are based upon this ontological intimacy, and can take place at two levels: (1) at-this-moment (such that we can experience intimacy even with strangers, by sharing a momentary but extra-ordinary mutual recognition) and (2) in shared interpersonal institutions, or habitual, enduring, and co-enacted visions of who we are, how to live, and what matters. Through particular examples of dynamics within these layers of intimacy (drawing upon work by Berne and by Russon), I claim that we are always, inevitably, imposing an “unfreedom” upon our intimate others. Freedom, then, can only develop from within and by virtue of this “unfreedom.” Thus, what distinguishes empowering or emancipating relationships from oppressive ones is not the removal of transgressive normative social forces; it is rather the particular character of those transgressive forces. Some transgressions upon others’ experience—some forms of “unfreedom”—will tend to promote freedom; others will tend to hinder it. This amounts to a call for promoting agency and freedom not only through critical analysis of public institutions, practices and discourses, but also through critical insight into and transformation of our most private and intimate relationships.

scholarly journals Evaluating the success of the tele-pathology system in governmental hospitals in Kuwait: an explanatory sequential mixed methods design

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Ali Jasem Buabbas ◽  
Tareq Mohammad ◽  
Adel K. Ayed ◽  
Hawraa Mallah ◽  
Hamza Al-Shawaf ◽  
...  
Keyword(s):  
Clinical Practice ◽  
Mixed Methods ◽  
Support Services ◽  
User Satisfaction ◽  
Technical Support ◽  
Successful Implementation ◽  
System Quality ◽  
Mixed Methods Design ◽  
Telepathology System

Abstract Background Telepathology is the practice of reviewing and exchanging pathological images through telecommunication systems to obtain diagnoses remotely. Studying the factors that make such a system successful and favourable is important to ensure the merits of its implementation in clinical practice. Objective This study aims to evaluate the success of a telepathology system from the users’ perspectives, using specific evaluation criteria, namely: system quality, information quality, technical service quality, user satisfaction, and benefits. Methods A sequential explanatory mixed methods design was adopted in this study, which consists of two phases. Initially, a questionnaire was distributed via WhatsApp to all of the pathologists (total: 45) working at governmental hospitals in Kuwait. Followed by, semi-structured interviews with ten senior pathologists. Results Forty pathologists responded to the questionnaire, giving an 89% response rate. There were 42.5% of the respondents aged between 35–44 years old, and 52.5% were male. The quantitative results reveal that most of the respondents were satisfied with the quality of the telepathology system with a mean of 2.6025 (Standard Deviation (SD) = 0.47176), whereas they were dissatisfied with the quality of the information with a mean of 2.4100 (SD = 1.580) and the technical support services with a mean of 2.2750 (SD = 0.99535). In addition, there was disagreement on the benefits of telepathology in clinical practice among the pathologists with a mean of 2.4667 (SD = 0.77552). The qualitative results indicate that the lack of interest in and little experience with using the system were behind the general dissatisfaction of most of the respondents. All of the interviewees were satisfied with the performance of the telepathology system and considered it successful; however, the quality of the technical support services, including training workshops, was deemed deficient. Conclusion This study concluded that telepathology system in Kuwait is functioning well and has been successful in its implementation; however, pathologists are dissatisfied with it, mainly due to the deficient quality of the technical support services provided. In addition, the successful implementation of such advanced technologies requires careful steps to be taken on multiple levels: technical, organisational, and managerial. Recommendations were suggested.

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