scholarly journals Non-Face-to-Face Public Services and Perceptions of Public Organizations

2021 ◽  
Vol 13 (21) ◽  
pp. 12185
Author(s):  
Da-Hee Lim ◽  
Dae-Woong Lee
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Public Organizations ◽  
Structural Equations ◽  
Public Research ◽  
Institute Of Public Administration ◽  
Face To Face ◽  
The Government ◽  
Structural Equations Model

Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset of COVID-19, the existing face-to-face public service delivery system has shown limitations in meeting citizens’ needs for public services (fastness, transparency, and safety); as a result, a shift to non-face-to-face public services is required. The study proposes the question: “How does citizens’ satisfaction with non-face-to-face public services affect public organizations (response and transparency) and government satisfaction?”. The purpose of this study is to verify the effect of satisfaction (content and procedural) with non-face-to-face public services on the perception (responsiveness and transparency) of public organizations and governments’ satisfaction. Specifically, non-face-to-face public services are divided into content and procedural aspects to analyze the responsiveness and transparency of public organizations and their impact on government satisfaction. This study used a structural equations model for analysis and used data collected in 2019 by the Korea Institute of Public Administration, a representative public research institute in Korea. The main analysis results are as follows: the responsiveness and transparency of public organizations increased alongside satisfaction with content and procedural satisfaction with non-face-to-face public services, and government satisfaction increased with responsiveness to and transparency toward public organizations.

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 Local Public Sphere for Discursive Public Service in Indonesia: Habermas Perspective

2015 ◽  
Vol 5 (1) ◽  
pp. 427
Author(s):  
Dodi Faedlulloh
Keyword(s):  
Public Sphere ◽  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Public Organization ◽  
Process Technology ◽  
The Public ◽  
Local Public Services ◽  
Contemporary Situation ◽  
The Government

Democracy is an important issue in the practice of public administration. Until the contemporary situation, democracy is a process that is constantly maintained to accommodate public aspirations. In the context of the democratic process, local public services could be determined by opening the deliberative public sphere and increasing public participation to think together what public services to be provided. This paper is an effort to explore the challenges, opportunities and possibilities of the terms of the acceptable public services for more stakeholders in Indonesia. In contrast to the practice of citizen charters that tend monologue in determining the services contract, the idea of local public sphere, public organization opens dialogue with all stakeholders including the public service users. Habermas's thought about public sphere be an inspiration in building the model of discursive public services. Historically, Indonesia has actually alreay had a concept of "musyawarah mufakat" (consensus) that is similar to deliberative democracy. Therefore, the prospect to create the public service policy that formulated together is possible. To open the possibility the theory into praxis, then the adaptation of Habermas's thought is formulated on a local scale, namely in the regions in Indonesia. Here, public sphere articulated with media or forum for all elements stakeholders for discussion and deliberation in defining public services. Now days with the development of technology, the opportunities will open widely. Beside to modernize and simplify the structure of the service process, technology can facilitate access to interact between the government and the public to create discursive public services.

scholarly journals OMBUDSMAN SEBAGAI LEMBAGA PENGAWAS PELAYANAN PUBLIK DI INDONESIA

SASI ◽  
2020 ◽  
Vol 26 (2) ◽  
pp. 176
Author(s):  
Nabila Firstia Izzati
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Public Welfare ◽  
The Republic ◽  
The Government

The Ombudsman of the Republic of Indonesia as an institution that helps to administer public services has an important role in the administration of effective and efficient public services. However, it is recognized that it still exists in the implementation of public service supervision. First, it still represents the Ombudsman of the Republic of Indonesia which cannot be transferred by the invited party because many consider that the ombudsman must be invited is not mandatory. Second, it is constrained by the absence of regulations related to Ombudsman approval and sanctions that must be applied. Third, there is no execution of punishment by the Government for the cancellation of public services to the Regional Head launched by the Indonesian Ombudsman. Both the government and the publik society should support the implementation of the supervision of public administration by the Ombudsman in order to create public welfare.The Ombudsman of the Republic of Indonesia as an institution that helps to administer public services has an important role in the administration of effective and efficient public services. However, it is recognized that it still exists in the implementation of public service supervision. First, it still represents the Ombudsman of the Republic of Indonesia which cannot be transferred by the invited party because many consider that the ombudsman must be invited is not mandatory. Second, it is constrained by the absence of regulations related to Ombudsman approval and sanctions that must be applied. Third, there is no execution of punishment by the Government for the cancellation of public services to the Regional Head launched by the Indonesian Ombudsman. Both the government and the publik society should support the implementation of the supervision of public administration by the Ombudsman in order to create public welfare.

Recommendations of The Ombudsman’s Dilemma: Between Law Enforcement Officials and Protection of Credibility

2018 ◽  
Vol 2 ◽  
pp. 1-12
Author(s):  
Dyah Adriantini Sintha Dewi
Keyword(s):  
Law Enforcement ◽  
Public Service ◽  
Public Services ◽  
Point Of View ◽  
Law Enforcement Officials ◽  
Muslim Majority ◽  
The Republic ◽  
The Government ◽  
The One ◽  
Oversight Body

The Ombudsman as an external oversight body for official performance, in Fikih Siyasah (constitutionality in Islam) is included in the supervision stipulated in legislation (al-musahabah al-qomariyah). Supervision is done so that public service delivery to the community is in accordance with the rights of the community. This is done because in carrying out its duties, officials are very likely to conduct mal administration, which is bad public services that cause harm to the community. The Ombudsman is an institution authorized to resolve the mal administration issue, in which one of its products is by issuing a recommendation. Although Law No. 37 of 2018 on the Ombudsman of the Republic of Indonesia states that the recommendation is mandatory, theombudsman's recommendations have not been implemented. This is due to differences in point of view, ie on the one hand in the context of law enforcement, but on the other hand the implementation of the recommendation is considered as a means of opening the disgrace of officials. Recommendations are the last alternative of Ombudsman's efforts to resolve the mal administration case, given that a win-win solution is the goal, then mediation becomes the main effort. This is in accordance with the condition of the Muslim majority of Indonesian nation and prioritizes deliberation in resolving dispute. Therefore, it is necessary to educate the community and officials related to the implementation of the Ombudsman's recommendations in order to provide good public services for the community, which is the obligation of the government.

The Effect of Public Office Values on Government Trust: Focusing on the Effects of Regulating the Level of Citizenship

2019 ◽  
Vol 118 (2) ◽  
pp. 35-42
Author(s):  
Nam-Sik Yun ◽  
Seok-Kee Lee
Keyword(s):  
Statistical Analysis ◽  
Public Administration ◽  
Public Service ◽  
Public Office ◽  
Institute Of Public Administration ◽  
Service Value ◽  
Korean Government ◽  
Government Sector ◽  
The Impact

Background/Objectives: The study discussed the impact of citizens' perceptions of public office values of integrity, accountability, and fairness, based on the view that government trust is centered on the citizens' perception of the value of public office.  Methods/Statistical analysis: The data was based on a 2017 survey conducted by the Korea Institute of Public Administration on the perception of corruption in the Korean government sector. The study included 1,000 people and was conducted through a survey public service value, citizenship level and government trust. The data were analyzed using the SPSS 22 and AMOS 22.0 program.

The Effect of Public Office Values on Government Trust: Focusing on the Effects of Regulating the Level of Citizenship

2019 ◽  
Vol 118 (8) ◽  
pp. 366-374
Author(s):  
Nam-Sik Yun ◽  
Seok-Kee Lee
Keyword(s):  
Statistical Analysis ◽  
Public Administration ◽  
Public Service ◽  
Public Office ◽  
Institute Of Public Administration ◽  
Service Value ◽  
Korean Government ◽  
Government Sector ◽  
The Impact

The study discussed the impact of citizens' perceptions of public office values of integrity, accountability, and fairness, based on the view that government trust is centered on the citizens' perception of the value of public office. Methods/Statistical analysis: The data was based on a 2017 survey conducted by the Korea Institute of Public Administration on the perception of corruption in the Korean government sector. The study included 1,000 people and was conducted through a survey public service value, citizenship level and government trust. The data were analyzed using the SPSS 22 and AMOS 22.0 program.

Book review: M. P. Singh and S. N. Mishra, Ethics, Probity and Accountability in Public Services

2019 ◽  
Vol 65 (2) ◽  
pp. 585-589
Author(s):  
Moitri Dey
Keyword(s):  
Public Administration ◽  
Public Services ◽  
Indian Institute ◽  
New Delhi ◽  
Institute Of Public Administration

M. P. Singh and S. N. Mishra, Ethics, Probity and Accountability in Public Services. New Delhi: Indian Institute of Public Administration, 2017, xl + 425 pp., ₹450. ISBN: 9788186641947.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

Public services: a standard process model following a structured process redesign

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamal K. Mukherjee ◽  
Laura Reka ◽  
Rudina Mullahi ◽  
Keldi Jani ◽  
Jonida Taraj
Keyword(s):  
Business Process ◽  
Public Service ◽  
Process Model ◽  
Public Services ◽  
Case Study Research ◽  
Standard Process ◽  
Content Type ◽  
Process Redesign ◽  
Resource Reuse ◽  
The Government

PurposeDespite widespread adoption of business process reengineering (BPR) for better delivery efficiency of public services, a structured approach continues to elude the most value-adding phase of BPR: business process redesign. From another viewpoint, the rising currency of Whole-of-Government (WoG) and “shared services” initiatives signal an unmissable trend toward resource reuse across public service agencies (PSAs) through business process standardization (BPS). This research invokes BPS into process redesign to produce a process redesign framework (PRF) and deploys the same to build a standard process model (SPM) for services of the government of Albania (GoA).Design/methodology/approachThe methodology follows the design science research (DSR) paradigm, wherein best practices extracted from literature are synthesized with stakeholder inputs to design the PRF and SPM, both of which are then evaluated with case study research.FindingsAdoption of PRF/SPM on a WoG basis will not only reduce service lead time but also enable a variety of public services to share the same process, thereby further saving costs for GoA. The research outputs will accelerate reengineering and subsequent digitalization of public service operations.Research limitations/implicationsImplementing SPM will maximize resource reuse and help offer uniform and integrated public services to GoA's customers. It will also enable demand-driven staff mobilization across GoA agencies. The proposed PRF/SPM have limitations in that they consider only flow aspects of service processes with aspects of conversion being ignored.Originality/valueThis research fulfills the need for a systematic approach to process redesign and prepares GoA for a WoG treatment to its BPR efforts.

scholarly journals Minister-Permanent Secretary Relationships: Lessons from Zimbabwe’s Government of national Unity

2014 ◽  
Vol 4 (1) ◽  
pp. 23
Author(s):  
Tawanda Zinyama ◽  
Joseph Tinarwo
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Political Process ◽  
Large Degree ◽  
The State ◽  
Team Work ◽  
The Political ◽  
National Unity ◽  
The Public ◽  
The Government

Public administration is carried out through the public service. Public administration is an instrument of the State which is expected to implement the policy decisions made from the political and legislative processes. The rationale of this article is to assess the working relationships between ministers and permanent secretaries in the Government of National Unity in Zimbabwe. The success of the Minister depends to a large degree on the ability and goodwill of a permanent secretary who often has a very different personal or professional background and whom the minster did not appoint. Here lies the vitality of the permanent secretary institution. If a Minister decides to ignore the advice of the permanent secretary, he/she may risk of making serious errors. The permanent secretary is the key link between the democratic process and the public service. This article observed that the mere fact that the permanent secretary carries out the political, economic and social interests and functions of the state from which he/she derives his/her authority and power; and to which he/she is accountable,  no permanent secretary is apolitical and neutral to the ideological predisposition of the elected Ministers. The interaction between the two is a political process. Contemporary administrator requires complex team-work and the synthesis of diverse contributions and view-points.

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