scholarly journals Embedding design capacity in public organistions: Evaluation by design for public service

2016 ◽  
Vol 9 ◽  
pp. 41-47
Author(s):  
Stefano Maffei ◽  
Beatrice Villari ◽  
Francesca Foglieni
Keyword(s):  
Public Services ◽  
Service Evaluation ◽  
Evaluation Framework ◽  
High Rate ◽  
Complex Needs ◽  
Quantitative Measurements ◽  
Societal Challenges ◽  
New Varieties ◽  
Services Evaluation ◽  
Innovation Patterns

The paper reflects about the need to introduce and develop approaches and tools for public services evaluation. Starting from the acknowledgment that investments in public services has dramatically increased over the last decade, we could state that they must also respond to new varieties of societal challenges and rising demands coming from service users. This pressure makes a strong push upon innovation considering that, if services must be designed to meet the complex needs of users, they also must reach a high rate of delivering cost efficiency.This article proposes an approach based on qualitative and quantitative measurements throughout the whole service design process in which service evaluation may represent a tool for value creation and a driver for innovation in public sector.Considering the emerging interest on evaluating design and innovation (OECD, 2010; European Commission, 2012) the authors try to explore existing evaluation methods for services in public sector, in order to define an evaluation framework that could support new innovation patterns. 

Sharing the Stories

2020 ◽  
pp. 153-170
Author(s):  
Heather L. Ramey ◽  
Heather L. Lawford ◽  
Sharif S. Mahdy
Keyword(s):  
Large Scale ◽  
Service Evaluation ◽  
Youth Work ◽  
Youth Services ◽  
Building Relationships ◽  
Youth Service ◽  
Canadian Youth ◽  
Services Evaluation ◽  
Collaborative Evaluation ◽  
Digital Youth

Digital technologies can provide youth work researchers with the power to conduct large-scale research on processes and outcomes of youth work services. This includes collaborative evaluations across programs, as a way of capturing the story of what happens in youth services, as a form of digital storytelling. Where this collaborative evaluation work is founded in youth-adult partnerships, it is a form of youth work. In this chapter, the authors outline the need for collaborative evaluation in their own context of Canadian youth work, and their experience of collecting digital program data in youth services. They offer a working model for digital youth service evaluation, which places the collective engagement of youth and other partners at its centre. Drawing on the model, they discuss the lessons we have learned in this process. To be successful, digital youth services evaluation requires building relationships and connections across digital space and adherence to youth work principles.

Evaluating and Designing Electronic Government for the Future

2011 ◽  
Vol 7 (3) ◽  
pp. 38-56 ◽  
Author(s):  
Nigel Martin ◽  
John Rice
Keyword(s):  
Original Data ◽  
Evaluation Framework ◽  
Electronic Government ◽  
Potential Growth ◽  
Focus Group Research ◽  
Group Research ◽  
Service Efficiency ◽  
Services Evaluation ◽  
Process Factors ◽  
Electronic Channels

This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.

A service evaluation of a specialist migrant maternity service from the user's perspective

2020 ◽  
Vol 28 (9) ◽  
pp. 652-659
Author(s):  
Alex Filby ◽  
Wendy Robertson ◽  
Eugenia Afonso
Keyword(s):  
Maternal Nutrition ◽  
Service Evaluation ◽  
Service Development ◽  
Maternity Service ◽  
College Hospital ◽  
Complex Needs ◽  
Level Of Satisfaction ◽  
Awareness Raising ◽  
High Level ◽  
Depth Interviews

Background Meeting the complex needs of pregnant migrants requires an innovative approach. Migrant women's experiences and opinions should directly guide service development if these needs are to be met effectively. Aims To evaluate the specialist migrant maternity service provided by Kings College Hospital London based upon users' experience and satisfaction. Methods A qualitative service evaluation via semi-structured, multi-lingual, in-depth interviews with 10 service users. Data was analysed using a general inductive approach for thematic analysis. Findings Positive aspects: access to midwife and referrals, provision of essentials and transport, respect and kindness of caregivers. Negative aspects: poor maternal nutrition, lack of access to hygienic infant-feeding equipment, lack of social support building and lack of service signposting. Conclusion Women conveyed a high level of satisfaction with the service. The negative aspects that persist are, arguably, not within the immediate remit of the maternity team, yet they negatively affect the health of these women, and therefore merit awareness raising if holistic care is to be achieved. Seven service recommendations have been made.

scholarly journals Marriage Services AT THE Office OF Religious IN THE Pandemic Era Of COVID-19

2020 ◽  
Vol 10 (2) ◽  
pp. 307
Author(s):  
Heesam Dorni ◽  
Endang Larasati ◽  
Teuku Afrizal ◽  
Retno Sunu Astuti
Keyword(s):  
Public Services ◽  
Human Life ◽  
High Rate ◽  
Government Policies ◽  
Director General ◽  
Journal Articles ◽  
Literature Study ◽  
The Public ◽  
Work From Home ◽  
Almost All

The Covid-19 pandemic has caused major changes in almost all aspects of human life, including the implementation of public services. Government policies that implement work from home (WFH) for government agencies located in areas with a certain risk of transmission, have caused public service activities to undergo changes. public services during the Covid-19 pandemic while maintaining health protocols has become a separate issue and has led to many innovations in the field of public services. One of the public services affected during the Covid-19 pandemic is marriage services at the Office of Religious Affairs (KUA). Complaints from a number of communitiesaimed at marriage services at the KUA with suspected maladministration. This study aims to analyze marriage services at the KUA during the Covid-19 pandemic. The study was conducted using the literature study method with data sources for journal articles, government agency websites and related documents. Since the beginning of the pandemic period, the implementation of marriage services at the KUA has been regulated by three circular letters from the Director General of Islamic Community Guidance at the Ministry of Religion, taking into account developments in the condition of the community. Online marriage registration is optimized, and is demonstrated by the high rate of registration of marriage registrations during the Covid-19 pandemic.

On innovation patterns and value-tensions in public services

2015 ◽  
Vol 35 (9) ◽  
pp. 467-482 ◽  
Author(s):  
Lars Fuglsang ◽  
Rolf Rønning
Keyword(s):  
Public Services ◽  
Innovation Patterns

Relative importance of country of service delivery, country of person and country of brand in hybrid service evaluation: a conjoint analysis approach

2018 ◽  
Vol 27 (7) ◽  
pp. 819-831
Author(s):  
Daniel Tumpal Hamonangan Aruan ◽  
Roberta Crouch ◽  
Pascale Quester
Keyword(s):  
Service Delivery ◽  
Conjoint Analysis ◽  
Service Evaluation ◽  
Relative Importance ◽  
Content Type ◽  
Customer Expectations ◽  
Service Type ◽  
Credence Services ◽  
Services Evaluation ◽  
Using Data

Purpose This paper aims to examine the relative importance of country of brand (COB), country of service delivery (COSD) and country of person (COP) in consumer evaluation of hybrid services. Design/methodology/approach Using data (N = 1,071) from Australia, Indonesia and Singapore, a conjoint analysis experimental design explored empirically the importance of country of origin (COO) effects in three service contexts: search, experience and credence. Findings The analysis reveals that the relative importance of COP was the highest for credence services, while COB was the strongest for experience services. Practical implications For firms operating offshore, companies must understand that the COO construct is multi-dimensional for services, as it is for tangible products and not limited only to COB as traditionally thought. At least two other distinct dimensions – COSD and COP – can play significant roles as predictors of service quality expectations. Companies must consider the implications of service type, according to the search-experience-credence continuum to inform staffing decisions and managing customer expectations. Originality/value This research contributes to the literature by extending the understanding of country image effects in the context of hybrid service provisions, particularly in the view of customer expectations of services with multiple country-of-origins. Although there have been several studies examining the effects of COO on services evaluation, no empirical study has examined the effects of multiple COOs simultaneously from the perspective of location where the service is delivered (COSD) and individuals who deliver the service (COP), in addition to the effect of COB origin.

Development of Safety-Based Level-of-Service Parameters for Two-Way Stop-Controlled Intersections

1998 ◽  
Vol 1635 (1) ◽  
pp. 127-132
Author(s):  
Soo-Beom Lee ◽  
William D. Berg
Keyword(s):  
Service Evaluation ◽  
Evaluation Framework ◽  
Level Of Service ◽  
Pavement Condition ◽  
Intersection Safety ◽  
Sight Distance ◽  
Traffic Composition ◽  
Safety Considerations ◽  
Intersection Geometry ◽  
Acceptance Research

Current methods for evaluating level of service at two-way stop-controlled intersections do not account for safety considerations. One of the most important factors influencing intersection safety is the availability of adequate sight distance. However, current recommended intersection sight distance criteria do not explicitly consider variability in traffic composition, vehicle characteristics, pavement conditions, or driver characteristics such as perception-reaction time and minimum gap acceptance. Research was therefore undertaken to develop and validate a method where the safety of a two-way stop-controlled intersection could be estimated based on parameters such as intersection geometry, traffic volume, pavement condition, traffic composition, and available sight distances. Simulation modeling was used to estimate the frequency of potential conflicts or collisions resulting from sight distance restrictions. The potential severity of the collisions was modeled using kinetic energy principles. A method for incorporating the results into a level-of-service evaluation framework was then developed.

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