scholarly journals Co-Production of Digital Public Services in Austrian Public Administrations

2021 ◽  
Vol 11 (1) ◽  
pp. 22
Author(s):  
Noella Edelmann ◽  
Ines Mergel
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
New Technology ◽  
Digital Transformation ◽  
Public Service Delivery ◽  
The Public ◽  
Digital Service

In the digital transformation of public administrations, objectives are no longer simply the implementation of new technology, but the involvement of all stakeholders into the process of digitalization. The Digital Roadmap of the Austrian government emphasizes the need of co-production of public services as a key element to public service delivery and, subsequently, innovation of the public sector. To understand how co-production in digital service delivery is implemented in Austria, we conducted interviews with 41 experts from public administrations in order to understand who is involved in such processes, how they are involved, and what outcomes are to be achieved.

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.

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.

scholarly journals Circular Economy Practices and Strategies in Public Sector Organizations: An Integrative Review

2020 ◽  
Vol 12 (10) ◽  
pp. 4181 ◽  
Author(s):  
Natacha Klein ◽  
Tomás Ramos ◽  
Pauline Deutz
Keyword(s):  
Public Sector ◽  
Literature Review ◽  
Service Delivery ◽  
Public Service ◽  
Circular Economy ◽  
Public Procurement ◽  
Public Service Delivery ◽  
Holistic View ◽  
The Public ◽  
Public Sector Organizations

The concept of the Circular Economy (CE) is an increasingly attractive approach to tackling current sustainability challenges and facilitating a shift away from the linear “take-make-use-dispose” model of production and consumption. The public sector is a major contributor to the CE transition not only as a policy-maker but also as a significant purchaser, consumer, and user of goods and services. The circularization of the public sector itself, however, has received very little attention in CE research. In order to explore the current state of knowledge on the implementation of CE practices and strategies within Public Sector Organizations (PSOs), this research aims to develop an overview of the existing literature. The literature review was designed combining a systematic search with a complementary purposive sampling. Using organizational sustainability as a theoretical perspective, the main results showed a scattered landscape, indicating that the limited research on CE practices and strategies in PSOs has focused so far on the areas of public procurement, internal operations and processes, and public service delivery. As a result of this literature review, an organizational CE framework of a PSO is proposed providing a holistic view of a PSO as a system with organizational dimensions that are relevant for the examination and analysis of the integration process of CE practices and strategies. This innovative framework aims to help further CE research and practice to move beyond current sustainability efforts, highlighting that public procurement, strategy and management, internal processes and operations, assessment and communication, public service delivery, human resources dimensions, collaboration with other organizations, and various external contexts are important public sector areas where the implementation of CE has the potential to bring sustainability benefits.

IT Governance in the Public Sector in a Developing Country

2009 ◽  
pp. 452-486 ◽  
Author(s):  
Edephonce N. Nfuka ◽  
Lazar Rusu
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Developing Country ◽  
Public Service ◽  
It Governance ◽  
Public Service Delivery ◽  
The Public ◽  
Use Of Technology ◽  
Governance Practices ◽  
Transformational Government

This chapter focuses on IT governance in the public sector organizations in a developing country like Tanzania. Today in many organizations in the public sector, the use of IT has become crucial in sustaining and extending the organizations’ strategies and objectives. This pervasive use of technology has caused a critical dependency on IT that calls for a specific focus on IT governance. In this chapter, we provide its overview and, based on the analysis of five case studies indicate the current practices, problems, and consequences in the Tanzanian public sector environment. Moreover, we reveal twelve key issues to consider for effective IT governance together with the trends and future research in improving ICT-enabled transformational government in public service delivery in this environment. In this context, the chapter contributes to an understanding of the IT governance practices and related ICT-enabled transformational government issues and complexities involved in the transformational phase for better public service delivery in a developing country like Tanzania.

scholarly journals The Relationship between Organization Structures and Performance in the Nigerian Public Sector

2020 ◽  
Vol 4 (2) ◽  
pp. 49-62
Author(s):  
Olanrewaju Yemisi Esther ◽  
Sanni Mubaraq ◽  
Lateef Saheed Ademola ◽  
Aliu Ismaila Daudu
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Internal Control ◽  
Organization Structure ◽  
Public Service Delivery ◽  
The Public ◽  
Public Sector Performance ◽  
Sector Performance ◽  
The Relationship

The main purpose of instituting good organizational structure as a parameter for public sector governance control practices is to resolve issues affecting the prudent management of resources to ensure effective public service delivery. However, quality of public service delivery only increased by an aggregate average of 2.4 percent from 2008 to 2017 as a result of poor organization structure. This implies that existence organization structure seems not useful due to the level of decay in public service delivery. Consequently, the present study assesses the relationship between organizational structure tools such communication with stakeholder, accountability and internal control on performance of Nigerian public sector. The study employed the two popular survey research instruments (questionnaire and interview) to collect data concurrently, analyzes separately and merged the results during interpretations. The target population for quantitative analysis is made up of Six (6) from each of the 175 MDAs in Nigeria as at December, 2018 while the study proposed Ten (10) participants for interviews. The quantitative data were analysed using descriptive and inferential statistic. The Partial Least Square Structural Equation Modelling (PLS-SEM) was used to test the hypotheses. The findings of the study from quantitative and qualitative analysis reveal that communication with stakeholder; accountability and internal control are positively and significantly associated with public sector performance. The study concludes that the three constructs proxied for organization structure have positive influence on the public sector performance. Therefore, the study recommends that all the heads of MDAs should lay more emphasis on transparency and accountability in order to be accessible independently by the public, the internal control system of MDAs should be regularly review and updated to achieve the stated public service objective and all MDAs staff should be training regarding the line of communication in public services in order to enhance public sector performance.

scholarly journals Chatbot-mediated public service delivery

First Monday ◽  
2020 ◽  
Author(s):  
Tendai Makasi ◽  
Alireza Nili ◽  
Kevin Desouza ◽  
Mary Tate
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Waiting Times ◽  
Evaluation Criteria ◽  
Service Access ◽  
Public Service Delivery ◽  
The Public ◽  
Public Managers ◽  
Wide Range

Chatbots — computer programs designed to interactively engage with users, replicating humanlike conversational capabilities during service encounters — have been increasingly deployed across a wide range of Internet-based public services. While chatbots provide several advantages (e.g., improved user experience with reduced waiting times to service access), the surge of chatbot use in public service delivery has frequently been plagued with controversy, poor publicity, and legal challenges. One important reason for this is that users of the services, and the wider public, do not always feel that chatbot-mediated services demonstrate the appropriate public service values. We investigate the public service value dimensions required in chatbots designed for use in the public sector. Specifically, we (a) review chatbots and their use in the delivery of public services; and, (b) develop a framework of how public service values can be exemplified by chatbots. Our study provides implications and evaluation criteria for stakeholders in chatbot assisted public services, including researchers, public managers, and citizens.

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.

Organizational Concepts of Public Services in the Republic of Macedonia

10.4335/77 ◽  
2009 ◽  
Vol 7 (2) ◽  
pp. 129-140 ◽  
Author(s):  
Borce Davitkovski ◽  
Ana Pavlovska Daneva
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
Legal Framework ◽  
Social Needs ◽  
Public Institution ◽  
Legal Person ◽  
Public Service Delivery ◽  
The Public

The public services which fulfil some common social needs are provided by public, private and mixed institutions in Macedonia. Their legal framework is the Public Institution Act. Public institutions can be established by the state-owned, municipal and private funds. An institution has the capacity of a legal person with the rights and obligations determined by law. It can conclude contracts and perform legal affairs within the professional framework as it is registered in the Central Register. Each institution has its own bodies: the management board, director, a supervisory body and other bodies determined by law. During the 17-year process of Macedonia’s approaching the Euro-Atlantic integration and legal harmonization, the field of profession-specific organizations, oriented solely at providing public services, has undergone major changes. The results of these changes are still to be measured and assessed. KEY WORDS: • public service delivery • public institution • financing public service delivery • public management • Macedonia

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

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