Future Directions for Public Service Delivery in the Digital Era

2019 ◽  
pp. 323-341
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Mobile Apps ◽  
Public Service Delivery ◽  
Digital Era ◽  
Emerging Issues ◽  
Technological Developments ◽  
Block Chain ◽  
Exciting Development ◽  
The Impact

This chapter discusses emerging issues and technologies, such as ethical responsibilities in a changing technological environment, the use of analytics and artificial intelligence, the evolution of communications technology, and the growth of block chain and mobile apps technology. Mobile apps technology is a very exciting development because the nature of the applications is very personal and target specific customer needs, hence gradually resolving the issue of explicitly knowing the customer and meeting its personal needs through the concept of personas. This chapter provides numerous examples of how the various technological developments can be specifically implemented to enhance public service delivery in the digital era. In this context, Chapter 12 has two important implications, namely the impact of the technology trends to revolutionise public service delivery on the operations of government entities and users of government services in the future.

scholarly journals OPTIMALISASI PENYELENGGARAN PELAYANAN PUBLIK DALAM MASA PERUBAHAN MELAWAN COVID-19 DI INDONESIA

2021 ◽  
Vol 5 (1) ◽  
pp. 210
Author(s):  
Diana Setiyo Dewi ◽  
Tiur Nurlini Wenang Tobing
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Good Governance ◽  
Negative Impact ◽  
Community Services ◽  
Public Service Delivery ◽  
Work From Home ◽  
The Government ◽  
New Policies ◽  
The Impact

This study focuses on COVID-19 as a global pandemic that has a negative impact on various government fields. The government made a new online-based policy on public service delivery. Public services before COVID-19 are seen as not optimal, the improvement needs are piling up in line with the delays during the COVID-19 pandemic, it is very necessary to optimize the implementation of good governance, problems we are facing now are the threat of COVID-19 against the deterioration of the country, new policies that do not produce solutions, difficulties in implementing online-based work policies due to uneven technological progress in each region, increasing COVID-19 cases, and the pile-up task of improving public service delivery. Current pandemic situations in Indonesia; an increasing number of COVID-19 cases in Indonesia with a total of 93,657 on July, 23rd 2020; The government-issued social distancing policies, physical distancing, work from home and PSBB to break the chain of COVID-19; Conducting community intelligence through online and offline COVID-19 prevention education; Java island as the most populated area in Indonesia (SUPAS 2015) experienced a prolonged red zone until the implementation of the PSBB; it's affected the economic turnover. The Impact of the COVID-19 Pandemic on Public Service Delivery; Limited access for providing community services; Issued a new policy; Closure of schools, markets, public facilities, restrictions on transportation passengers, and others; Providing online-based services. The conclusions and suggestions in this study are the application and development of the E-Government system; Creating new reliable policy standards; Employee training regarding online-based work systems; Efforts to distribute technology and information to every remote area in Indonesia

scholarly journals ETHICAL RISKS IN PUBLIC-PRIVATE PARTNERSHIPS: THE CASE OF LAHORE WASTE MANAGEMENT COMPANY

2021 ◽  
Vol 0 (5) ◽  
pp. 56-72
Author(s):  
Zubair Syed Sohaib ◽  
◽  
Ali Khan Mukaram ◽  
Saeed Aamir ◽  
◽  
...  
Keyword(s):  
Service Delivery ◽  
Waste Management ◽  
Private Sector ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Public Service Delivery ◽  
Management Company ◽  
Public And Private Sector ◽  
The Impact

The world is coming up with new solutions to old problemsin orderto improve efficiency and effectiveness in public service delivery. Public-Private Partnership (PPP) isarelatively new form of participatory governance. This approach is linked with New Public Management (NPM) and, since its inception, the private sector has taken over the entire world despite incongruence and incompatibility in indigenous values and cultures. PPPis also claimed to be the best solution in terms of service delivery; however, its effectiveness is yet to be achieved. The purpose of this study is to find the effectiveness ofthePPP mode of governance. This study is qualitative in nature and has taken one entity based on PPP as a case,i.e. Lahore Waste Management Company (LWMC),in orderto study the impact of this solution to all,theills of public service delivery. Fourteen officialswere interviewed in this studyof LWMC (a quasi-governmental institution) and its private partners. Findings suggest that this PPP mode has major ethical risks in the form of lack of transparency in awarding contracts, equity-efficiency trade-off, overall conflict of philosophy of public and private sector, low professionalism, value for money (compromise on cost and quality), and weak accountability mechanisms.

ICT Implementation Considerations for Public Service Delivery in the Digital Era

2019 ◽  
pp. 269-306
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Critical Success Factors ◽  
Success Factors ◽  
Implementation Process ◽  
Successful Implementation ◽  
Public Service Delivery ◽  
Strategic Objectives ◽  
Critical Success ◽  
Digital Era

The focus of this chapter is on various concepts that need to be carefully considered when defining an information systems strategic plan (ISSP) for enhancing public service delivery in the digital era. The first concept discussed is the critical success factors framework. This framework ensures that the ISSP strategic objectives are aligned with the corporate strategic objectives. The aim is to identify those critical success factors that ensure the successful implementation of the ISSP and to determine whether these factors are being achieved in the implementation process. Secondly, the chapter will consider the general implementation philosophy, including the IS application acquisition methods and the key IS features. This ensures the implementation of value for money IS applications. The third concept considered is related to the justification methods for undertaking IS applications. Finally, the chapter will discuss a number of ICT planning issues that may be applicable to the public sector.

Defining the Organisation's Needs for Public Service Delivery in the Digital Era

2019 ◽  
pp. 106-116
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Service Delivery ◽  
Public Service ◽  
Communications Technology ◽  
End User ◽  
Public Service Delivery ◽  
Digital Era ◽  
Information Communications Technology

This chapter has the objective of defining a practical framework to define an ISSP for government entities to enhance public service delivery in the digital era. However, before it defines this framework, the chapter addresses a number of important and fundamental concepts. The chapter starts by addressing the confusion of terminology by providing an unambiguous explanation regarding the differences between various terms, such as information technology (IT), information systems (IS), and information communications technology (ICT), amongst others. The chapter then focuses on specifically identifying the end user and examining the role of the end user by relating the discussion to the research of the previous chapters regarding the ICT strategy-centric aspects. The chapter concludes with a practical ISSP framework that aims to provide enhanced public service delivery in the digital era.

Factors influencing perceptions on corruption in public service delivery via e-government platform

foresight ◽  
2017 ◽  
Vol 19 (6) ◽  
pp. 628-646 ◽  
Author(s):  
Stuti Saxena
Keyword(s):  
Service Delivery ◽  
Institutional Theory ◽  
Public Service ◽  
Public Services ◽  
Demographic Variable ◽  
Sampling Technique ◽  
Public Service Delivery ◽  
Content Type ◽  
Government Services ◽  
The Impact

Purpose With an increasing thrust upon transparency and accountability in government, e-government platforms are being scaled in many countries to bolster trust of the citizens and to bring about efficiency in public service delivery. Recently, India launched its “Digital India” initiative as an e-government measure. This study aims to gauge respondents’ perceptions regarding corruption in public services post-launch of the “Digital India” initiative. Design/methodology/approach A survey was conducted via email, soliciting inputs from 217 respondents following a convenience sampling technique in selected districts of India. Using an institutional theory lens, this study uses a quantitative approach where correlations and hierarchical regression analysis inform the overall analysis. Findings The results showed that low transparency, high cost incurred in availing public services, inefficiency in government and favoritism in government are the key determinants that influenced the perception of users about corruption in e-government services. Also, one demographic variable, namely, gender, showed a statistically significant relationship with the perception of corruption in e-government services. Originality/value Hitherto, extant literature is replete with conceptual and theoretical studies on the impact of e-government initiatives on curbing corruption, and there is negligible empirical research in developing countries vis-à-vis this dimension – the present study seeks to fill this gap. Second, previous research has not used the institutional theory to investigate the efficacy of e-government initiatives; this study uses the framework of the institutional theory framework to substantiate the arguments.

Defining the Information Systems Strategic Plan for Public Service Delivery in the Digital Era

2019 ◽  
pp. 307-320
Keyword(s):  
Information Systems ◽  
Service Delivery ◽  
Public Service ◽  
Planning Process ◽  
Strategic Plan ◽  
Public Service Delivery ◽  
Digital Era ◽  
Research Findings ◽  
It Strategic Planning

Chapter 11 is the final chapter within Section 2 and specifically addresses the issue of defining and formulating the information systems strategic plan (ISSP) for public service delivery in the digital era. This chapter commences by discussing the key objectives of an ISSP and through this discussion links the lessons learnt through the research findings from Chapter 3. The chapter also examines the IS and IT strategic planning process and identifies the inputs for defining the ISSP. Basically, this chapter links the findings from the previous chapters to the ISSP input mechanism. Once this is completed, the chapter provides a step-by-step description for defining and formulating the ISSP document that is supported by examples.

Recommended ICT Values for Public Service Delivery in the Digital Era

2019 ◽  
pp. 87-104
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
The Internet ◽  
Negative Consequences ◽  
Public Service Delivery ◽  
Strategic Objectives ◽  
Digital Era ◽  
The Internet Of Things ◽  
Technology Trends

Chapter 4 is the final chapter in Section 1. It elaborates further on the principles discussed in the three previous chapters. It outlines a number of strategic objectives in the quest for change. The chapter discusses a suggested multi-centricity model that is based upon the five centric pillars mentioned throughout the first four chapters. This multi-centricity model prescribes a number of fundamental principles that should be considered in formulating government ICT strategies. This chapter also examines the latest technology trends to achieve IT-enabled services that are viewed as key to immediate economic development. It also examines the internet of things and communication trends that are seen as the door to the future for public service delivery and a fast way forward for future innovation. The chapter concludes by cautioning governments that failing to make the transition to the new digital environment will likely see them experience significant negative consequences.

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