Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 1152-1157
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

scholarly journals Performance management in the public service with particular reference to the senior management service cadre in South Africa: A perspective

2012 ◽  
Vol 9 (2) ◽  
pp. 197-205
Author(s):  
Yogi Penceliah
Keyword(s):  
Service Delivery ◽  
Performance Management ◽  
Public Service ◽  
Service Management ◽  
Senior Management ◽  
Main Concern ◽  
Management Service ◽  
The Public ◽  
Management And Development ◽  
Senior Management Service

The Performance Management and Development System (PDMS) for the South African Public Service was introduced in 2001,and driven by the transformative agenda to achieve both acceptable levels of service delivery and measurable results. Accordingly, there has been a shift from bureaucratic rules-driven approaches in public service management to a results-oriented approach to government performance. Although the main concern that should underpin the implementation of the PMDS is service delivery; the level of service delivery to date falls grossly short of being delivered at an acceptable level or quality. In this regard, the role of the Senior Management Service (SMS) cadre is critical as it is accountable for service provision and to demonstrate to the public that its needs are being addressed.

scholarly journals Service Design of Implementation Primary Health Care Management Model Service “Andal” in PG Kebonagung Polyclinic, Malang District

2018 ◽  
Vol 3 (1) ◽  
pp. 16
Author(s):  
Yasir Sani ◽  
Ismiartha Aknuranda ◽  
Herman Tolle
Keyword(s):  
Health Service ◽  
Service Delivery ◽  
Service Management ◽  
Service Design ◽  
Management Model ◽  
Management Problem ◽  
The Public ◽  
Health Service Management ◽  
Process Support ◽  
Primary Health

The concept of Primary Health Service Management Model “Andal” (LKP Andal) in Indonesia was initiated by the Public Health Association of Brawijaya University (IKEMAS UB) to solve the health service management problem in Indonesia. LKP Andal was piloted into a first-level organization that provide the health service/facility in PG Kebonagung polyclinic in Malang district.This research uses a service design approach to explore the problems and this study also provide a service solution to the LKP Andal implementation in IT perspective that suits to the organization characteristics as an entirely service delivery process support. As the result, this study has explored 23 main problems of the entirely service delivery process and also resulted 4 service solution ideas which were visualized using Service Journey Modelling Language (SJML) to acquire more detailed images and they can become the standard communication among stakeholders.

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.

E-Government Service Delivery Performance

2010 ◽  
pp. 283-300
Author(s):  
Assion Lawson-Body ◽  
Jared Keengwe ◽  
Laurence Mukankusi ◽  
Abdou Illia ◽  
Glenn Miller
Keyword(s):  
Content Analysis ◽  
Service Delivery ◽  
Web Sites ◽  
Information Technologies ◽  
Lower Cost ◽  
Value Proposition ◽  
Government Service ◽  
Internal Process ◽  
Four Dimensions ◽  
Delivery Performance

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s 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 Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

scholarly journals Penerapan Kontrak Pelayanan (Citizen Charter) pada Rumah Sakit Umum Daerah Kabupaten Sinjai

2017 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Riskasari Riskasari ◽  
Hamrun Hamrun
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Service Providers ◽  
Service Users ◽  
Service Contract ◽  
Delivery Performance ◽  
Service Contracts ◽  
Depth Interviews

This study aims to determine the extent to which the Service Contract (Citizen Charter) is applied to RSUD Kabupaten Sinjai. Implementation of Service Contracts is inseparable from the willingness, awareness and also cooperation between stakeholders, especially the RSUD with the community served. . This research uses qualitative approach, with case study method. For the purposes of data collection, the researchers conducted observations and in-depth interviews. The results of this study indicate that in order to improve the quality of health services that are responsive, transparent and accountable requires the application of indicators of Service Contract (Citizen Charter) optimally; provide service certainty covering time, cost, procedure and mode of service, provide information on the rights and obligations of service users, service providers, and other stakeholders in the overall process of service delivery, facilitate service users, citizens, and other stakeholders to control the practice of service delivery, service management improves service delivery performance, helps service management identify needs, expectations, and aspirations of other stakeholder service users.

Portals, Portals Everywhere

Web Portals ◽  
2011 ◽  
pp. 1-14 ◽  
Author(s):  
Arthur Tatnall
Keyword(s):  
Web Portals ◽  
Web Portal ◽  
The Public ◽  
General Terms ◽  
The Future ◽  
The Many ◽  
Definition Of ◽  
The Web

In general terms a portal is just a gateway, and a Web portal can be seen as a gateway to the information and services on the Web. This chapter explores the definition of the word “portal” and attempts a categorisation of the various types of Web portals. It outlines some of the many uses for portals and shows that the portal concept is equally useful for accessing corporate intranets as for the public Internet. In conclusion the chapter looks at the proposition that the portal is dead and finds that any announcement to this effect is very much premature. Portals are everywhere and are likely to grow to even greater importance in the future.

Empowerment and Health Portals

2011 ◽  
pp. 332-336
Author(s):  
Mats Edenius
Keyword(s):  
Health Care ◽  
Medical Treatment ◽  
Care Management ◽  
Health Care Management ◽  
Web Portals ◽  
Web Portal ◽  
The Public ◽  
Computer Based ◽  
Increasing Demand ◽  
The Right

We know that interest in employing Web portals for communication between the health care sector and the public is constantly increasing (Kapsalis, Charatsis, Georgoudakis, Nikoloutsos, & Papadopoulos, 2004). We can also find an increasing demand for various kinds of such communication (Sciamanna, Clark, Diaz, & Newton, 2003). It promises to become an important and valuable tool for e-health (i.e., computer-based health care and health care management). Patients can log into a Web portal in order to find an appropriate medical treatment, communicate personal matters, and/or find the right way and place to find adequate health care.

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