The Governance of Integrated Service Delivery in Canada

2010 ◽  
pp. 165-177
Author(s):  
Jeffrey Roy
Keyword(s):  
Service Delivery ◽  
Public And Private ◽  
Online Delivery ◽  
The Public ◽  
Integrated Service Delivery ◽  
New Business ◽  
Public And Private Sector ◽  
Service Strategies ◽  
Channel Environment ◽  
Integrated Service

The emergence of the Internet has given rise to internal connectivity and external, online delivery as centrepieces of both the public and private sector service strategies alike. The purpose of this chapter is to provide a critical assessment of both the Canadian federal government’s experience to date and the prospects of success for Service Canada – the new lead entity for citizen-centred service delivery in a multi-channel environment. Our primary interest lies in better understanding the organizational (managerially and politically) dimensions to this transformation and the extent to which these dimensions are well aligned in a suitable governance framework that encompasses shifting patterns of service delivery at both the federal level, and for the Canadian public sector as a whole. The Service Canada experience to date illustrates the governance complexities surrounding the introduction and pursuit of e-services and more integrated service delivery. More than a technological challenge, the realization of a new business model is the primary challenge in succeeding.

scholarly journals Using Customer-Facing Technology to Create New Business Value: Insight From the Public and Private Sector into the Changing Value Equation

2011 ◽  
Vol 2 (2) ◽  
pp. 21-33 ◽  
Author(s):  
Charla Griffy-Brown ◽  
Mark Chun ◽  
Harvey Koeppel
Keyword(s):  
Private Sector ◽  
Economic Downturn ◽  
Public And Private ◽  
The Public ◽  
Customer Delight ◽  
New Business ◽  
Self Service ◽  
Private Sector Organizations ◽  
Business Practitioners ◽  
Public And Private Sector

The objective of this research was to address two main questions regarding self-service and the changing value equation: Has the self-service value equation changed in the current downturn? How can organizations leverage information systems and customer facing technology to create new value for customers and even attract more customers? Qualitative data collection and analysis of in depth interviews of public and private sector organizations in the US and Australia were conducted from 2007-2010. To ensure accuracy and to promote triangulation, notes from interviews were transcribed, reviewed and verified by key actors in order to increase the reliability of the study (Yin, 1994). The data was coded following the methods described by Yin (1994) and Miles and Huberman (1984). Nvivo software was used for this analysis. Some organizations within the public and private sectors are surviving the economic downturn by leveraging technology to do “more with less” in order to deliver better services to customers. This has been achieved by identifying what costumers value most in order to ensure loyalty: choice, control and convenience. These organizations are particularly focusing on “customer loyalty” and “customer delight” as metrics for success. Many organizations both public and private are struggling with the challenge of identifying value, coupling that with technology strategy and delivering value. This case research provides policy makers and business practitioners with practical insight into value creation for customers or citizens using customer-facing technology.

Relationship between CSR motivations and corporate social performance: a study in the power industry in India

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Moumita Acharyya ◽  
Tanuja Agarwala
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Corporate Social Performance ◽  
Social Performance ◽  
Power Sector ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Self Interest ◽  
Public And Private Sector

PurposeThe paper aims to understand the different motivations / reasons for engaging in CSR initiatives by the organizations. In addition, the study also examines the relationship between CSR motivations and corporate social performance (CSP).Design/methodology/approachThe data were collected from two power sector organizations: one was a private sector firm and the other was a public sector firm. A comparative analysis of the variables with respect to private and public sector organizations was conducted. A questionnaire survey was administered among 370 employees working in the power sector, with 199 executives from public sector and 171 from private sector.Findings“Philanthropic” motivation emerged as the most dominant CSR motivation among both the public and private sector firms. The private sector firm was found to be significantly higher with respect to “philanthropic”, “enlightened self-interest” and “normative” CSR motivations when compared with the public sector firms. Findings suggest that public and private sector firms differed significantly on four CSR motivations, namely, “philanthropic”, “enlightened self-interest”, “normative” and “coercive”. The CSP score was significantly different among the two power sector firms of public and private sectors. The private sector firm had a higher CSP level than the public sector undertaking.Research limitations/implicationsFurther studies in the domain need to address differences in CSR motivations and CSP across other sectors to understand the role of industry characteristics in influencing social development targets of organizations. Research also needs to focus on demonstrating the relationship between CSP and financial performance of the firms. Further, the HR outcomes of CSR initiatives and measurement of CSP indicators, such as attracting and retaining talent, employee commitment and organizational climate factors, need to be assessed.Originality/valueThe social issues are now directly linked with the business model to ensure consistency and community development. The results reveal a need for “enlightened self-interest” which is the second dominant CSR motivation among the organizations. The study makes a novel contribution by determining that competitive and coercive motivations are not functional as part of organizational CSR strategy. CSR can never be forced as the very idea is to do social good. Eventually, the CSR approach demands a commitment from within. The organizations need to emphasize more voluntary engagement of employees and go beyond statutory requirements for realizing the true CSR benefits.

A STUDY OF THE PERCEPTION OF CHINESE-FILIPINOS ON BUSINESS IN METRO MANILA: ITS RELEVANCE TODAY

2021 ◽  
Author(s):  
Jovita Varias De Guzman
Keyword(s):  
Private Sector ◽  
Public And Private ◽  
The Public ◽  
Metro Manila ◽  
The Creation ◽  
Public And Private Sector

This study seeks to survey and assess the preference, insights or views of the Chinese-Filipinos regarding business. It attempts to present the preferences or non-preferences of the respondents in the areas of study and its relevance to the community, to show a clearer picture of the Chinese-Filipinos in relation to business thus augmenting closer cooperation, expansion of understanding, and line of communication with Non-Chinese Filipinos. Analysis of the results may serve as an eye-opener for the public and private sector to initiate programs or actions for the creation of guidelines and policies for the awareness of those concerned.

scholarly journals Innovation in Evaluating the Impact of Integrated Service-Delivery: The Integra Indexes of HIV and Reproductive Health Integration

PLoS ONE ◽  
2016 ◽  
Vol 11 (1) ◽  
pp. e0146694 ◽  
Author(s):  
Susannah H. Mayhew ◽  
George B. Ploubidis ◽  
Andy Sloggett ◽  
Kathryn Church ◽  
Carol D. Obure ◽  
...  
Keyword(s):  
Reproductive Health ◽  
Service Delivery ◽  
Integrated Service Delivery ◽  
The Impact ◽  
Integrated Service

scholarly journals Public Service Employee Motivation Issues in Georgia

2018 ◽  
Vol 4 (1) ◽  
pp. 49-55
Author(s):  
Salome Sakvarelidze
Keyword(s):  
Public Service ◽  
Employee Motivation ◽  
Modern Human ◽  
Public And Private ◽  
Service Employees ◽  
Essential Condition ◽  
The Public ◽  
Public Managers ◽  
Public And Private Sector

Abstract The motivated employee represents the essential condition of any organization’s success. Public and private sector managers should constantly work toward coordinating and increasing employee motivation in order to ensure the timely and effective implementation of the plans set by the organization. Accordingly, proper assessment of processes and prompt determination of individuals’ driving motives are needed. Studies have shown that public service employees from all around the world face challenges, such as: incompatibility of knowledge, experience and position, as well as hard and lightweight work. Consequently, public managers should be aware of modern human resource management methods that can be used in effective and efficient ways to increase employee work quality. The main purpose of the paper is to determine the current situation of the public sector in Georgia. In addition, the research seeks to identify and examine the factors that influence employee demotivation and to determine under what conditions motivation can be a worthwhile investment in a public organizations. Methodologically, the work is based on analysis of the available literature and the results of the research statistically processed based on the survey example of 449 respondents from different Georgian ministries selected by a random simple.

scholarly journals THE INFLUENCE OF SOCIAL MEDIA TECHNOLOGY WITH REFERENCE TO FACEBOOK ON WORK PERFORMANCE: ORGANISATIONAL FRAMEWORK AS MEDIATOR

2021 ◽  
Vol 6 (5) ◽  
Author(s):  
Kumaran Kanapathipillaii
Keyword(s):  
Social Media ◽  
Work Performance ◽  
Media Technology ◽  
Public And Private ◽  
The Public ◽  
Online Social Media ◽  
Employee Relationships ◽  
Public And Private Sector ◽  
The Relationship ◽  
Social Media Technology

<p>Social media such as Facebook has become an essential strategic tool for organisations. Facebook is a platform where a large pool of consumers would use to make purchase decisions. Organisations are designing and maintaining their Facebook account to expand their social networks and build relationships with the public. This research explains current situations regarding the influence of online social media technology with reference to Facebook on employees' work performance in Malaysia. The problem statement focuses on both the public and private sectors in Malaysia. Additionally, various literature was reviewed, indicating the relationship between social media (usage at work, sociability, and trust) and work performance. The mediating role of the organisational framework on the relationship between online social media technology (Facebook) and work performance was also scrutinised to formulate the research hypothesis. The findings of this research established a significant relationship between online social media (Facebook) and organisational framework and work performance. Conclusively, the hypothesis depicted that the organisational framework fully mediates the relationship between online social media technology (Facebook) and employees' work performance in public and private sectors in Malaysia. This study also verifies that both the public and private sector organisations that incorporate Facebook can enhance networking and information sharing, influencing employees' work performance, creating a stable organisational framework, generating value for customers, and improving employee relationships with all stakeholders. In conclusion, work performance can be heightened by a well planned and structured organisational framework. Additionally, through a well planned and implemented online social media technology such as Facebook, an organisation would have a smooth operating organisational framework and a workforce with enhanced performance.</p><p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0854/a.php" alt="Hit counter" /></p>

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