Assessing e-Government Services

2010 ◽  
pp. 317-333
Author(s):  
Maniam Kaliannan ◽  
Murali Raman ◽  
Magiswary Dorasamy
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Government Service ◽  
Application Form ◽  
Filing System ◽  
Efficiency And Effectiveness ◽  
Working Together ◽  
The Government ◽  
Government Initiative ◽  
Tax Payers

Introduction of Electronic Government (e-Government) is seen as a tool to improve government service delivery to external and internal clients for the benefit of the government and the citizens and businesses that it serves. E-Government holds tremendous promise for improvements in the public service delivery as well to overcome many of the persistent public service problems. Successful delivery of online services has rapidly become an important measure of effective public sector management. The e-Government initiative in Malaysia was launched with the aim to improve the efficiency and effectiveness of government service delivery to its stakeholders, namely, citizens and businesses. The vision of e-Government is a vision for people in government, business and citizenry working together for the benefit of Malaysia and all of its citizens. The dual objectives of e-Government are to reinvent the government of Malaysia in terms of service delivery through the use of information technology and to catalyze the successful development of the Multimedia Super Corridor with IT as one of the leading sectors of the economy. One of the services that was launched as part of e-Government Flagship is on line tax filling or known as e-Filing by the Inland Revenue Board. Via this system, the taxpayers are able to complete an electronic application form and the necessary payment details within few keystrokes and hence complete their revenue declaration within minutes. The purpose of e-Filing service is to encourage every taxpayer to submit their income tax return through an online system, thus reducing the manual paper-based submission method. This system has received good response from the taxpayers. However, there is still a sizeable number who have yet to adopt e-Filing. An empirical assessment of adoption of e-Filing system involving 200 tax payers was carried out. The study aims to assess the extent of e-filling acceptance among the tax payers who have filed their tax forms online. Beyond this, the chapter also analyses the factors that contribute towards adoption of such system in Malaysia. The findings revealed that taxpayers have positive attitude in using the e-Filing system as they perceive that tax submission method via internet is more convenient than submission by post or by hand and that perceived readiness towards using this technology is paramount to their belief for using e-Filing system.

scholarly journals Between Revenues and Public Service Delivery

2020 ◽  
Vol 176 (2-3) ◽  
pp. 304-337
Author(s):  
Shidarta ◽  
Stijn Cornelis van Huis
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Government Agencies ◽  
Public Service Delivery ◽  
New Public ◽  
Efficiency And Effectiveness ◽  
The Government ◽  
Public Service Agencies

Abstract This article examines the development of policies regarding the state-owned enterprises (SOE s) and public service agencies (PSA s) in Indonesia. In 2004, the government of Indonesia introduced PSA s—government agencies that were given large autonomy to manage their financial affairs. The rationale behind this autonomy is consistent with the New Public Management ideal: the creation of more market-oriented government institutions with the objective of increasing the efficiency and effectiveness of public service delivery. The PSA policy has increased state revenues significantly, yet the quality of services and accountability has not improved accordingly. A comparison with SOE s reveals that the restructuring of government agencies and SOE s took place before a supportive framework was set in place. We argue that to tackle informality and to safeguard the social functions of public services, the spearheads of efficiency and revenues in Indonesian bureaucratic reform policies require a strong foundation, consisting of regulatory and ideological components.

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

E-Governance as a Paradigm Shift in Public Administration

2015 ◽  
pp. 103-117
Author(s):  
Muhammad Muinul Islam ◽  
Mohammad Ehsan
Keyword(s):  
Service Delivery ◽  
Public Administration ◽  
Public Service ◽  
Paradigm Shift ◽  
Structure Functions ◽  
Public Service Delivery ◽  
Secondary Sources ◽  
Efficiency And Effectiveness

The ICT-blessed e-governance is transforming public administration systems worldwide and forcing a paradigm shift. E-governance renders a new way and style in each and every aspect of public administration. It brings about changes in the structure, functions, and processes of public service delivery, ushering transformation in the system through effectively connecting, engaging, and streamlining the relations among government, businesses, citizens, and other relevant stakeholders. Irrespective of certain obvious limitations and challenges, it not only attempts to ensure economy, efficiency, and effectiveness in service delivery, but also offers unlimited potential for combating corruption and many other bureau-pathologies in public administration. Based on secondary sources, this chapter offers brief theoretical discussions on e-governance, including, among others, its emergence, types of service delivery, and transformation stages.

M-Government and Its Application on Public Service Delivery

2019 ◽  
pp. 1-14
Author(s):  
Vannie Naidoo ◽  
Thokozani Ian Nzimakwe
Keyword(s):  
Developing Countries ◽  
Global Change ◽  
Service Delivery ◽  
Public Service ◽  
Developed Countries ◽  
Future Research ◽  
Technological Changes ◽  
Government Sector ◽  
The Government ◽  
Improve Service Delivery

Technology has taken over every aspect of society. It is only fitting that governments embrace technological changes in society and develop m-government for the technologically savvy people of today's society. A global change that is transforming the government sector is the use of ICTs to improve service delivery. In this chapter, the following themes will be investigated and discussed: e-government, defining mobile government, different perspectives on mobile government, mobile government in developed countries, mobile government in developing countries, benefits and limitations of mobile government, way forward in implementing mobile government, and future research in areas of mobile government.

scholarly journals Constraints in animal health service delivery and sustainable improvement alternatives in North Gondar, Ethiopia

2014 ◽  
Vol 81 (1) ◽  
Author(s):  
Hassen Kebede ◽  
Achenef Melaku ◽  
Elias Kebede
Keyword(s):  
Health Service ◽  
Service Delivery ◽  
Animal Health ◽  
Clinical Signs ◽  
Health Service Delivery ◽  
Government Service ◽  
Private Practitioners ◽  
Private Service ◽  
Sustainable Improvement ◽  
The Government

Poor livestock health services remain one of the main constraints to livestock production in many developing countries, including Ethiopia. A study was carried out in 11 districts of North Gondar, from December 2011 to September 2012, with the objective of identifying the existing status and constraints of animal health service delivery, and thus recommending possible alternatives for its sustainable improvement. Data were collected by using pre-tested questionnaires and focus group discussion. Findings revealed that 46.34% of the responding farmers had taken their animals to government veterinary clinics after initially trying treatments with local medication. More than 90.00% of the clinical cases were diagnosed solely on clinical signs or even history alone. The antibacterial drugs found in veterinary clinics were procaine penicillin (with or without streptomycin), oxytetracycline and sulphonamides, whilst albendazole, tetramisole and ivermectin were the only anthelmintics. A thermometer was the only clinical aid available in all clinics, whilst only nine (45.00%) clinics had a refrigerator. In the private sector, almost 95.00% were retail veterinary pharmacies and only 41.20% fulfilled the requirement criteria set. Professionals working in the government indicated the following problems: lack of incentives (70.00%), poor management and lack of awareness (60.00%) and inadequate budget (40.00%). For farmers, the most frequent problems were failure of private practitioners to adhere to ethical procedures (74.00%) and lack of knowledge of animal diseases and physical distance from the service centre (50.00%). Of all responding farmers, 58.54% preferred the government service, 21.14% liked both services equally and 20.33% preferred the private service. Farmers’ indiscriminate use of drugs from the black market (23.00%) was also mentioned as a problem by private practitioners. Sustainable improvement of animal health service delivery needs increased awareness for all stakeholders and a well-regulated private service in order to mitigate the constraints apparent in the government service.

scholarly journals Analisis Kebijakan Pemerintahan Terbuka dalam Pelayanan Publik di Kota Denpasar

2018 ◽  
Vol 20 (2) ◽  
pp. 71
Author(s):  
Tities Eka Agustine ◽  
Mohammad Yudha Prawira
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
City Government ◽  
Government Policies ◽  
Open Government ◽  
Evaluation Instrument ◽  
Public Service Delivery ◽  
The Government

The public services reform is still become an agenda of Indonesian Government. All this time, City government of Denpasar is one of the local government known by integrating public service delivery using technology (E-Government). Nevertheless, there is a new concept that has been developed to improve the government services named Open Government. This concept has three principles, they are policy principle, policy catalyst and policy outcome. Accordance with those terms, the objective of this paper is to provide an analysis of open government policies on public service in Denpasar City. This study is using qualitative method with descriptive approach. The result of this research shows that Denpasar has been achieving the principle of Open Government. The government trying to provide transparency, integrity as well as public participation in accessing public services. The government policies are part of Government of Denpasar’s strong commitment to improve their public service delivery. It’s already stipulated through the mayor’s regulation and mayor’s decree. However, there are several challenges that should be noticed by the City Government of Denpasar. For the massive implementation, they need to provide a legal framework of local regulation and a monitoring and evaluation instrument for public services

scholarly journals Influence of Electronic Administration on Public Service Delivery among State Agencies in Kenya

2021 ◽  
Vol 6 (2) ◽  
pp. 39-43
Author(s):  
Kenneth Goga Riany
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Sampling Technique ◽  
Target Population ◽  
Positive Influence ◽  
The State ◽  
State Agencies ◽  
Strategy Execution ◽  
Public Service Delivery ◽  
The Government

E-Administration remains a key E-Government strategy that seeks to ensure the management of the government institutions and organizations if effectively done to enhance effectiveness and proper service delivery. The purpose of this study was to examine the influence of E-Administration on the public service delivery among state agencies in Kenya. The study adopted a descriptive research design to collect data from the target population comprising of 4230 employees within the management cadre at 132 specific government state agencies. Convenient sampling technique was used by the study to sample the respondents within the 132 specific government state agencies. A sampling formula was applied to calculate the sample size of 365 employees and self-developed questionnaires were used to collect data from the sample. Data was analyzed using descriptive and inferential statistics. The study found that E-Administration had a significant and positive influence on public service delivery by the state agencies in Kenya. The study further established that strategy execution had a significant moderating effect on the relationship between E-Administration and public service delivery by the state agencies in Kenya. The study recommended that the government through the state agencies should embrace E-Administration as a way of enhancing public service delivery. The management of state agencies should furthermore embrace strategy execution practices so as to enable success of E-Administration.

scholarly journals Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis

Economies ◽  
2020 ◽  
Vol 8 (4) ◽  
pp. 97 ◽  
Author(s):  
Mudalige Uthpala Indeelinie Alahakoon ◽  
Shahzadah Nayyar Jehan
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Performance Enhancement ◽  
Sri Lankan ◽  
Infrastructure Development ◽  
Public Service Delivery ◽  
Governance Process ◽  
The Government ◽  
Optimal Efficiency

Since 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international donors around the world. Digital promotion agencies such as the Information Communication Technology Authority (ICTA) and infrastructure development entities such as the Lanka Government Network (LGN) were established, and the process significantly picked up pace in various government agencies and departments. This process, sometimes called e-governance, was set into motion to improve the efficiency of the government operations and public service delivery at all governmental levels. A decade has passed since many primary public services underwent a digital transformation. In this paper, we analyze the digital governance process and assess the efficiency status of public services in the country. We conducted an output-oriented, nonparametric analysis of the performance data by applying data envelopment analysis (DEA). The data were collected through a questionnaire-based field survey. Our findings suggest that most public services have not achieved optimal efficiency levels, and there is still plenty to be achieved by performance enhancement measures that have been adopted by the various agencies of the Sri Lankan government.

scholarly journals The Dilemma of Accountability and Good Governance for Improved Public Service Delivery in Nigeria

2012 ◽  
Vol 1 (3) ◽  
pp. 25 ◽  
Author(s):  
Kehinde David Adejuwon
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Good Governance ◽  
Secondary Data ◽  
Public Servants ◽  
The Public ◽  
The People ◽  
The Government ◽  
Effective Service

The public sector in Nigeria is irrefutably beset with gross  incompetence and ineffective management. Perplexing difficulties endure in the Nigerian public sector in spite of a number of reform programmes that have been designed to enhance efficient and effective service delivery for almost two decades. The fact that public service has failed dismally to achieve its laudable objectives is the reason for the vote of no confidence passed on its administrators by majority of the Nigerian populace. The article examines the dilemma of accountability and good governance in Nigeria and demonstrates that the critical point in achieving meaningful developments in the country intrinsically lay with improved service delivery in the public sector. The basic reason why the public service has become the scorn of the people is because for too long, both the government and public servants have paid lip service to the crucial issue of effective and efficient service delivery. The article argues that improved service delivery will improve both the performance and the image of public service and re-awaken the citizens’ interest and trust in them to do business with public servants. It suggests that  in order to bring sanity back to the Nigerian Public Service,  all unprofessional tendencies such as ethnicity bias and nepotism in appointments and promotions, lack of security of tenure of office, and appointment of non-career public servants into key positions in the public service must stop. Also,  effective service delivery must be tailored to the circumstances of Nigeria. The study made use of secondary data obtained from various sources. It therefore concludes that without a reawakening of the culture of accountability and transparency lost over the years, the trusting relationship needed to forge between the government and the governed for the actualization of good governance will not materialize.

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