Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery

2011 ◽  
pp. 2425-2451
Author(s):  
Maria Chiara Pettenati ◽  
Elena Mugellini ◽  
Omar Abou Khaled
Keyword(s):  
Service Delivery ◽  
Functional Model ◽  
Shared Services ◽  
Future Trends ◽  
Government Service ◽  
Services Delivery ◽  
Egovernment Service ◽  
The Impact ◽  
Government Level ◽  
Open Issues

Seamless services provide citizens with what they need to know in a particular topic without having to know which government level or agencies they must contact to get it. Seamless services meet efficiency targets, reduce costs and respond to citizen demands for improved services; they help governments to be more citizen-centered, outcome-oriented, efficient and accountable. This chapter outlines main requirements for the delivery of seamless services and presents a general functional model (e-government service marketplace) for the delivery of shared services to citizens at transaction level (i.e. supporting a complete online handling of a service). The main functionalities of the egovernment service marketplace are analyzed in details. Advantages, disadvantages and the impact of this concept on the three fundamental axes: social, economic and technical are discussed as well. The chapter ends with some insights on future trends and open issues about seamless services delivery and enabling systems.

Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery

2007 ◽  
pp. 21-51
Author(s):  
Maria Pettenati ◽  
Elena Mugellini ◽  
Omar Abou Khaled
Keyword(s):  
Service Delivery ◽  
Functional Model ◽  
Shared Services ◽  
Future Trends ◽  
Government Service ◽  
Services Delivery ◽  
Egovernment Service ◽  
The Impact ◽  
Government Level ◽  
Open Issues

Seamless services provide citizens with what they need to know in a particular topic without having to know which government level or agencies they must contact to get it. Seamless services meet efficiency targets, reduce costs and respond to citizen demands for improved services; they help governments to be more citizen-centered, outcome-oriented, efficient and accountable. This chapter outlines main requirements for the delivery of seamless services and presents a general functional model (e-government service marketplace) for the delivery of shared services to citizens at transaction level (i.e. supporting a complete online handling of a service). The main functionalities of the egovernment service marketplace are analyzed in details. Advantages, disadvantages and the impact of this concept on the three fundamental axes: social, economic and technical are discussed as well. The chapter ends with some insights on future trends and open issues about seamless services delivery and enabling systems.

scholarly journals An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis

2008 ◽  
Vol 1 (1) ◽  
pp. 75-82
Author(s):  
Assion Lawson-Body ◽  
Laurence Mukankusi ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Balanced Scorecard ◽  
Positive Impact ◽  
Value Proposition ◽  
It Services ◽  
Government Service ◽  
Internal Process ◽  
Delivery Performance ◽  
The Impact

E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans.

scholarly journals Evaluating Public Services Delivery on Promoting Inclusive Growth for Inhabitants of Industrial Cities in Developing Countries

2021 ◽  
Vol 7 (2) ◽  
pp. 208-225
Author(s):  
Saniya Siddiqui ◽  
Mohammad Nadeem Akhtar ◽  
Jamal K. Nejem ◽  
Mastour Saud Alnoumasi
Keyword(s):  
Developing Countries ◽  
Service Delivery ◽  
Environmental Planning ◽  
Public Services ◽  
Household Survey ◽  
Health Care Facilities ◽  
Inclusive Growth ◽  
Services Delivery ◽  
Industrial Cities ◽  
The Impact

It has been debated that effective essential public services delivery is crucial to inculcate inclusive growth in cities over the past decades. Cities continue to be central to the debate; however, the current study focuses on industrial towns. As industrial towns' development around cities attract investment and promote economic growth, the present research studies the impact of essential public services delivery on promoting inclusive growth for inhabitants of industrial towns in developing countries. Human Capabilities Dimension Approach and its parameters (Social and Physical Infrastructure) have been employed to explore the role of basic amenities in transferring growth levels across all population sections. The idea explored is studied through Mandideep Industrial Town's case study, where six parameters (Physical and socioeconomic status, water supply, sanitation, health care facilities, education facilities), and perceived inclusive growth have been considered for data collection and analysis. Indicators under each parameter are analyzed based on the 4A's-Availability, Accessibility, Awareness, and Affordability. Site selection revolved around a city reconnaissance survey and Household survey for 200 households. Aggregated analysis for the city and ward-wise comparative analysis and statistical correlation tools were used to establish a relationship between basic public services delivery and perceived inclusive growth. The research aims to study and establish a correlation between public service delivery and perceived inclusive growth by the industrial town's inhabitants. Discussions following data analysis led to recommendations for city and ward-level. The importance of efficient service delivery for increased perception of inclusive growth is established. Along with the six parameters considered for the study, physical and environmental planning emerge as crucial parameters that impact other public services for enhanced inclusive growth in industrial cities. Doi: 10.28991/cej-2021-03091648 Full Text: PDF

scholarly journals Physiotherapy service provision in a specialist adult cystic fibrosis service: a pre-post design study with the inclusion of an allied health assistant

2020 ◽  
Author(s):  
Kathleen Hall ◽  
Lyndal Maxwell ◽  
Robyn Cobb ◽  
Michael Steele ◽  
Rebecca Chambers ◽  
...  
Keyword(s):  
Service Delivery ◽  
Service Provision ◽  
Allied Health ◽  
Respiratory Care ◽  
Design Study ◽  
Exercise Tests ◽  
Physiotherapy Service ◽  
Services Delivery ◽  
Health Assistant ◽  
The Impact

ABSTRACTQuestion(s)What is the impact of including an allied health assistant (AHA) role on physiotherapy service delivery in terms of service provision, scope of practice and skill mix changes in an acute respiratory service?DesignA pragmatic pre-post design study examined physiotherapy services across two three-month periods: current service delivery [P1] and current service delivery plus AHA [P2].Outcome measuresClinical and non-clinical activity contributing to physiotherapy services delivery quantified as number, type and duration (per day) of all staff activity, and categorised for skill level (AHA, junior, senior).ResultsOverall physiotherapy service delivery increased in P2 compared to P1 (n=4730 vs n=3048). Physiotherapists undertook fewer respiratory (p < 0.001) and exercise treatments (p < 0.001) but increased patient reviews for inpatients (p < 0.001) and at multidisciplinary clinics in P2 (56% vs 76%, p < 0.01). The AHA accounted for 20% of all service provision. AHA activity comprised mainly non-direct clinical care including oversight of respiratory equipment use (e.g. supply, set-up, cleaning, loan audits) and other patient related administrative tasks associated with delegation handovers, supervision and clinical documentation (72%) and delegated supervision of established respiratory (5%) and exercise treatments (10%) and delegated exercise tests (3%). The AHA completed most of the exercise tests (n = 25). AHA non-direct clinical tasks included departmental management activities such as statistics and ongoing training (11%). No adverse events were reported.ConclusionInclusion of an AHA in an acute respiratory care service changed physiotherapy service provision. The AHA completed delegated routine clinical and non-clinical tasks. Physiotherapists increased clinic activity and annual reviews. Including an AHA role offers safe and sustainable options for enhancing physiotherapy service provision in acute respiratory care services.

scholarly journals “Our Lives Are Affected by Government Agencies”: Citizens’ Perception Survey as a Measure of Public Service Efficiency in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093590
Author(s):  
Bernard Gumah ◽  
Maxwell A. Aziabah
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Human Life ◽  
Public Service Delivery ◽  
Services Delivery ◽  
Measuring Efficiency ◽  
Analytic Design ◽  
The Impact

Efficiency in public service delivery is critical in enhancing and improving the quality of citizens’ lives. Conversely, inefficient public service delivery has profound adverse effects on the quality of citizens’ lives. In the theory of public services efficiency, direct citizens’ surveys are a useful tool for measuring efficiency in public services. Our core consideration is the impact on human life, which is viewed as a function of the efficiency of public services delivered. We rely on the Ghana Living Standards Survey data to show that analytic leverage can be gained in gauging public perceptions of public services delivery using a perception index through the application of a comparative analytic design. Our results show that differences exist in the perceptions of efficiency and inefficiency among essential and auxiliary services, and such differences have also been found to mirror the spatio-economic attributes of citizens. We argue that public services can positively affect lives through a combination of policy measures spanning increased fight against corruption, improved funding, enhanced monitoring, and increased institutional capacity for improved expansion in physical presence, quality, and the visibility of public services.

Urban Community Grids Management in Metropolitan China

2013 ◽  
pp. 145-175
Author(s):  
Shuhua Monica Liu ◽  
Qianli Yuan
Keyword(s):  
Theoretical Model ◽  
Local Government ◽  
Best Practices ◽  
Service Delivery ◽  
Empirical Data ◽  
Public Services ◽  
Urban Community ◽  
Services Delivery ◽  
Social Organizational ◽  
The Impact

Based on empirical data collected from Beijing, Shanghai and Wuhan, the authors will analyze the use of UCGM in public services delivery in three different cities. Aiming to evaluate and compare the impact of UCGM on local government operations, this paper is to develop a theoretical model that help to explain the success of mobile government in cities of different scales in China. Extracting commonalities of best practices, the authors attempt to dig deeper on social, organizational, and technological challenges each local government is facing when using m-technology to facilitate public service delivery.

The impact of AIDS on government service delivery: the case of the Zambia Wildlife Authority

AIDS ◽  
2007 ◽  
Vol 21 (Suppl 3) ◽  
pp. S53-S59 ◽  
Author(s):  
Sydney Rosen ◽  
Petan Hamazakaza ◽  
Frank Feeley ◽  
Matthew Fox
Keyword(s):  
Service Delivery ◽  
Government Service ◽  
The Impact

E-Government : an exploratory study of online government procurement

2008 ◽  
Vol 5 (2) ◽  
pp. 15
Author(s):  
Maniam Kaliannan
Keyword(s):  
Public Sector ◽  
Empirical Investigation ◽  
Government Procurement ◽  
Management Tool ◽  
Government Service ◽  
The Public ◽  
Organizational Perspective ◽  
Effective Manner ◽  
The Government ◽  
Government Level

The quest to improve the government service delivery is becoming an important agenda for most governments. The introduction oflCT in the public sector especially E-Government initiatives opens up a new chapter in the government administration throughout the world. Governments have deployed ICT to serve their citizens in an efficient and effective manner. This paper presents an empirical investigation of Malaysian government's e-Procurement initiative (locally known as e-Perolehan). The aim of the paper is to examine factors that influence the current and future use of the system within the supplier community. These factors are grouped in three perspectives, (i) organizational perspective; (ii) technological perspective; and (Hi) environmental perspective. The general consensus amongst both the buyer and seller communities is that e-procurement will become an important management tool to enhance the performance of supply chain especially in the public sector. However, before this occurs, the findings suggest that several issues must be addressed by the relevant authorities in light of the three perspectives as mentioned above, to improve the procurement process at the federal government level.

The Impact of Competitive Quasi-Market on Service Delivery in Benue State University, Makurdi Nigeria

GIS Business ◽  
2019 ◽  
Vol 14 (4) ◽  
pp. 85-98
Author(s):  
Idoko Peter
Keyword(s):  
Service Delivery ◽  
A Priori ◽  
Least Square ◽  
Secondary Source ◽  
State University ◽  
Ordinary Least Square ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship

This research the impact of competitive quasi market on service delivery in Benue State University, Makurdi Nigeria. Both primary and secondary source of data and information were used for the study and questionnaire was used to extract information from the purposively selected respondents. The population for this study is one hundred and seventy three (173) administrative staff of Benue State University selected at random. The statistical tools employed was the classical ordinary least square (OLS) and the probability value of the estimates was used to tests hypotheses of the study. The result of the study indicates that a positive relationship exist between Competitive quasi marketing in Benue State University, Makurdi Nigeria (CQM) and Transparency in the service delivery (TRSP) and the relationship is statistically significant (p<0.05). Competitive quasi marketing (CQM) has a negative effect on Observe Competence in Benue State University, Makurdi Nigeria (OBCP) and the relationship is not statistically significant (p>0.05). Competitive quasi marketing (CQM) has a positive effect on Innovation in Benue State University, Makurdi Nigeria (INVO) and the relationship is statistically significant (p<0.05) and in line with a priori expectation. This means that a unit increases in Competitive quasi marketing (CQM) will result to a corresponding increase in innovation in Benue State University, Makurdi Nigeria (INVO) by a margin of 22.5%. It was concluded that government monopoly in the provision of certain types of services has greatly affected the quality of service experience in the institution. It was recommended among others that the stakeholders in the market has to be transparent so that the system will be productive to serve the society effectively

Effective service delivery through quality management system (QMS) in oil and gas servicing companies, a case study of selected firms, Port Harcourt

2019 ◽  
Author(s):  
Chem Int
Keyword(s):  
Quality Management ◽  
Service Delivery ◽  
Management System ◽  
Oil And Gas ◽  
Quality Management System ◽  
Local Content ◽  
Port Harcourt ◽  
Test Of Hypotheses ◽  
The Impact ◽  
Effective Service

This study investigated the impact of Quality Management System (QMS) on effective service delivery in Oil and Gas Servicing Companies in selected firms in Port Harcourt, Nigeria. The opinion of 50 respondents were sampled using questionnaires, interviews as well as observation from journals and texts used in this work to examine the Quality Management System (QMS) of the selected firms. Using simple percentages and the Chi-square (X2) test of hypotheses, it was hypothetically established that the implementation of QMS practices, has impacted the work process, procedure and improvement on quality over the years in the Oil and Gas Servicing companies in Port Harcourt Nigeria. The research identified an adopted use of Failure Mode and Effect Analysis (FMEA) tool as a continual quality improvement initiative developed in the local content oil and gas servicing operation for equipment handling, management and to drive sustained improved performance quality processes as a key driver of a progressive that will place local content companies as an options for producing companies and at par with multinational oil and gas companies.

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