Integrating Public and Private Services

Author(s):  
Bram Klievink ◽  
Marijn Janssen

The advent and widespread use of the Internet enables governments to connect directly to citizens and businesses. This results in a decrease of the transaction costs and a reduction of the administrative burden for governments, citizens and businesses. One consequence of this is the bypassing of existing parties that are interacting as intermediaries between the clients and provider. Based on intermediation theory, two case studies are analyzed which counter the argument of the bypassing of intermediaries. It is possible to adopt a re-intermediation strategy, in which intermediaries are used as a value-adding service delivery channel. The empirical evidence shows that private sector intermediaries can be employed for service innovation. The intermediaries provide service delivery channels that are closer to the natural interaction patterns of the users of public services than direct service delivery channels. Furthermore, the intermediaries can bundle public services with their own. For governments, this implies that only adopting a direct interaction strategy, which is often motivated by a desire to reduce transaction costs, is too narrow an approach from the point of view of demand-driven government. As such, direct interaction strategies need to be complimented by a re-intermediation strategy employing private sectors intermediaries in order to advance towards a truly demand-driven and client centered government.

Author(s):  
Mariana Khmyz ◽  
◽  
Myroslav Kovaliv ◽  
Nellі Heorhiadi ◽  
Oleksandra Khytra ◽  
...  

The article is devoted to the study of the forms of transfer of functions for the provision of public services. The article reveals the administrative and legal characteristics of outsourcing in the provision of public services against the background of economic and legal characteristics. From an economic point of view, outsourcing is a tool for optimizing an organization, expressed in the transfer of certain activities from one organization to the implementation of another organization specializing in the relevant field. From the point of view of the place of outsourcing, the forms of transferring the performance of a function (activity) from one subject to another have been investigated, with the help of which it has been established that outsourcing can be applied in the public and private spheres. Outsourcing is essentially a form of public-private partnership, if the latter is understood broadly. It is highlighted that outsourcing should not be equated, firstly, with the complete transfer of the function (activity) in the private sector with the refusal of the state to participate in its implementation through its bodies and subordinate organizations, and secondly, with the permission of an indefinite number of subjects of the private sphere activities along with the state and local governments. The goal of outsourcing is to create competitive advantages that arise, firstly, due to saving time by eliminating the need to optimize your own business processes on your own; secondly, thanks to savings in financial and material resources; thirdly, due to the better performance of the business process by another organization, if it really is a professional.


2018 ◽  
Vol 2 ◽  
pp. 1-12
Author(s):  
Dyah Adriantini Sintha Dewi

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.


2006 ◽  
Vol 45 (1) ◽  
pp. 157-161
Author(s):  
Durre-e- Nayab

The Local Government Ordinance (LGO), formulated by the National Reconstruction Bureau (NRB) in 2000 and promulgated by provincial governments in August 2001, assigns powers, responsibilities, and service delivery functions to three levels of local governments: district, tehsil, and union. Responsibilities for the delivery of social and human development services, such as primary and basic health, education and social welfare, are delegated to the district level, whereas municipal services, such as water, sanitation and urban services are assigned to the tehsil level. The LGO does not only deal with the delivery of public services in its plan but also stresses the need for fiscal decentralisation, claiming that “Fiscal decentralisation is the heart of any devolution exercise. Without fiscal decentralisation no authority is devolved.”


2018 ◽  
Vol 13 (13) ◽  
pp. 100-113
Author(s):  
Y.V., Netsvitay T. V. Tararoev

Background. Goals In recent years, there is a growing interest in musical thinking, which is a key element of musicology and music philosophy, since music is a conscious, mental activity of a person and understanding the mechanisms of this activity, we can signifi cantly expand and deepen our understanding of music. The purpose of this study is to defi ne and supplement and clarify the concept of M. G. Aranovsky musical thinking our author’s approach, concretizing and clarifying the methodological and heuristic function of symmetry in musical thinking and its anthropological content. The work uses methods of comparison, analysis and synthesis. Musical thinking manifests itself in three forms of basic musical activity - composing, performing, listening, to which we also add theoretical (research) and pedagogical They are based on the processes of musical thinking and the fulfi llment of certain goals: the creation of an artifact, interpretation, reproduction, perception, analysis and theoretical understanding. The three spheres of realization of musical thinking are emotional-sensual, rational-logical and textual, semantic. These forms are closely intertwined and function on the basis of musical language, which is the foundation of any musical creative activity. The direct interaction of music and rationality is displayed in terms of “musical logic” and “architectonic musical ear”. Logic is the science of the most common laws of thought. These laws of thinking are expressed in the most abstract forms, patterns, rules that can be interpreted as conformity of something to specifi c norms, patterns. With regard to music, logic implies following certain standards and rules. Since the rational principle in music is closely associated with the irrational unconscious, the common logical norms that have been formed in a certain historical epoch within the framework of the dominant system of musical language are refracted through the individual stylistic features of the composer. A specifi c type of thinking - musical - generates the corresponding type of logic. Therefore, it is possible to express musical thinking by the sum of concepts - musical logic, musical speech and semantics of musical speech. M. G. Aranovsky identifi es four layers of musical logic: combinatorial, linguistic, contextual and artistic, i.e. those aspects (levels, edges) of the creative activity of a musician, in which there is logic. The lowest and at the same time fundamental level of musical logic is combinatorial, it is the sphere of primary elementary logical combinations of the simplest elements. However, the logic of this level extends to all scales of structures, from small motive links to sections of a one-part form. M. G. Aranovsky proposes to distinguish three types of logical combinations: 1. Identical - based on a constant repetition of structural units, where the formed elements are identical with each other (for example, AAAAAA). In terms of symmetry, this is a transformation of a simple movement along the time axis. It can again be noted as the simplest type of isomorphism, where only one characteristic changes - temporary. If we exclude it from consideration, then we can say that this is a “degenerate case” of isomorphism, which is an automorphism. 2. Equivalent - based on the modifi ed version of the repetition, in which there are both similarities and differences, i.e. incomplete identity is formed (for example, A1A2A3A4). From the point of view of symmetry, this combination of sequences represents the “unity” of the operation of symmetry, movement and violation of symmetry as such, i.e. in this sequence, some properties are repeated, while others change. This temporal process can be represented as isomorphism in the proper sense of the word, when some elements remain identical, while others change, and in general the objects are different, but similar. 3. Alternative - a combination of sequences of different units with complete exclusion of formal or obvious similarity (for example, ABC). Through symmetric transformations, this kind of logical combinations of primary elements can be described as an even greater symmetry violation, which preserves only the general “sequence of elements”, i.e. a small number of common properties, while these elements themselves are significantly different from each other. In this case, one can speak of a deep “transformation” of isomorphism, which can be called “metamorphism” (gr. Metamorphoómai - transformation of form). The basis of this transformation is a violation of the original symmetry in such a way that much more properties change than in the case of isomorphism. It can be schematically represented as A1 → B, A2 → C, etc. Thus, metamorphism can be considered both as a similarity, which has undergone a rather strong transformation, and as a symmetry violation, leading to a signifi cant complication of the structure. Thus, the result of this study is the position that, from the point of view of M. G. Aranowsky, the temporal process is the basis of musical thinking. The built-up chain “temporal process → musical logic → musical thinking” is the anthropological specifi city of human thought (in the musical sphere) associated with temporal processes in which a person is “immersed” and from which he cannot “exit” under any circumstances. Findings. we conclude that this chain can be called the “temporal-anthropological triad”. It represents the sequence “automorphism → isomorphism → metamorphism”. Each of its stages is different from the previous increase in the level of complexity. Of particular interest is the transition from isomorphism to metamorphism, since it is associated with the process of symmetry breaking. The mechanisms and principles of this disorder need further investigation.


This book focuses on the relationship between private and public education in a comparative context. The contributors emphasize the relationship between private choices and public policy as they affect the division of labor between public and private non-profit schools, colleges, and universities. Their essays examine the kinds of choices offered by each sector, as well as the effects of present and proposed public policies on the intersectoral division of labor. Written from neither a pro-private nor a pro-public point of view, the contributors point to the ways in which they believe one sector or the other may be preferable for certain goals or groups.


2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.


2021 ◽  
pp. 109634802098684
Author(s):  
Lindsey Lee

An important gap in the customer mistreatment literature is understanding how employees’ affective reactions can be modified to decrease negative affective reactions. The current study draws from affective events theory to examine how customer-focused perspective-taking, or employees taking the customer’s point of view, can modify employees’ affective reactions to customer mistreatment. Withholding customer compensation was examined as an outcome of customer-focused perspective-taking, and anger and empathy were examined as mediators. A two-group (customer-focused perspective-taking: yes or no) experimental design examined the between-subjects effect of customer-focused perspective-taking among 128 frontline managers. The results indicate mediation of anger and empathy between perspective-taking and customer compensation, supporting customer-focused perspective-taking as an intervention to help employees maximize service delivery. The most important theoretical contribution of the article is showing that by interrupting the affective events theory process at a within-person level, affective reactions and episodic performance can be modified when reacting to customer mistreatment.


2021 ◽  
Author(s):  
Elin Cedergren ◽  
◽  
Diana Huynh ◽  
Michael Kull ◽  
John Moodie ◽  
...  

Nordic welfare states are world renowned for providing high quality public services. Nordic municipal and regional authorities, in particular, play a central role in the delivery of key public services in areas, such as, health, education, and social care. However, in recent years, public authorities have faced several challenges which have reduced capacity and resources, including long periods of austerity following the 2008 financial crash, rapid demographic changes caused by an ageing population, and the COVID-19 health crisis. In response to these challenges many public authorities have looked to inter-regional, inter-municipal and cross-border collaborations to improve the quality and effectiveness of public service delivery (OECD 2017; ESPON 2019). Indeed, collaborative public service delivery is becoming increasingly prominent in the Nordic Region due to a highly decentralized systems of governance (Nordregio 20015; Eythorsson 2018).


2006 ◽  
Vol 53 (3) ◽  
pp. 299-311 ◽  
Author(s):  
Viktorija Bojovic

This paper discusses recent changes in the way public services are delivered A marked increase in the cooperation between the public and private sector in the realization of complex projects, mostly concerning development of infrastructure, is the main characteristic of present-day developing economies. The creation of new, innovative agreements is driven by the limitation of public funds and an ever-growing demand for an increase in the quality of public services. Looking upon the western economies experience alternatives to the traditional public sector procurement are identified in the public/private partnership. The public/private partnership can be seen as one component in the rearrangement of the public sector with a management culture that focuses on the citizen or customer. Also included in this are accountability for results, investigation of a wide variety of alternative service delivery mechanisms, and competition between public and private bodies for contracts to deliver services consistent with cost recovery and the achievement of value for money. The partnership can be realized through an array of models and in this paper priority is given to the DBFO (design-build-finance-operate) model, due to its importance in implementation. The DBFO model is considered to be a synonym for the public/private partnership, as it is the most suitable for complex projects and gains the most benefits.


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