Technical and Functional Quality in the Development of T-Government Services

2010 ◽  
pp. 329-347
Author(s):  
Margherita Pagani ◽  
Chiara Pasinetti
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Service Providers ◽  
Digital Television ◽  
Delivery Methods ◽  
The Public ◽  
Government Services ◽  
Functional Quality ◽  
Self Service ◽  
Service Manager

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.

Technical and Functional Quality in the Development of T-Government Services

2011 ◽  
pp. 2943-2965
Author(s):  
Margherita Pagani ◽  
Chiara Pasinetti
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Service Providers ◽  
Digital Television ◽  
Delivery Methods ◽  
The Public ◽  
Government Services ◽  
Functional Quality ◽  
Self Service ◽  
Service Manager

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.

Technical and Functional Quality in the Development of T-Government Services

2007 ◽  
pp. 375-405
Author(s):  
Margherita Pagani ◽  
Chiara Pasinetti
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Service Providers ◽  
Digital Television ◽  
Delivery Methods ◽  
The Public ◽  
Government Services ◽  
Functional Quality ◽  
Self Service ◽  
Service Manager

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.

E-Government and E-Governance

2005 ◽  
pp. 43-61 ◽  
Author(s):  
Tony Bovaird
Keyword(s):  
Decision Making ◽  
Public Sector ◽  
Service Delivery ◽  
Organizational Structures ◽  
Organizational Changes ◽  
Public Agencies ◽  
Public Governance ◽  
The Public ◽  
Organizational Configurations ◽  
Governance Arrangements

This chapter suggests that e-government and e-governance initiatives can potentially have major organizational impacts through three mechanisms: improved decision-making, more intensive and productive use of databases, and better communications. These mechanisms impact on both the internal organization of public agencies and their configuration of networks and partnerships. E-enablement therefore makes obsolete many existing organizational structures and processes and offers the prospect of transformation in both service delivery and public governance arrangements. However, the organizational changes which can be effected through the e-revolution are only just beginning to become evident. While it seems likely that existing organizational configurations in the public sector will not be sustainable, the most appropriate ways forward will only be uncovered through much experimentation within e-government and e-governance programmes. In the nature of experimentation, many of these initiatives will turn out to be unproductive or cost-ineffective, but that is perhaps the necessary price to pay for the level of public sector transformation which now appears to be in prospect.

scholarly journals Efficiency Measurement using Dea

2019 ◽  
Vol 8 (3) ◽  
pp. 8237-8241
Keyword(s):  
Decision Making ◽  
Data Envelopment Analysis ◽  
Service Delivery ◽  
Efficiency Measurement ◽  
Data Envelopment ◽  
Seminal Paper ◽  
The Public ◽  
Public Sectors ◽  
Decision Making Units

The technique of Data Envelopment Analysis originated with the publication of a seminal paper Measurement of efficiency of decision making units (Charnes et al, 1978). Since then several models and methods are devised over the years and the technique has been used in varied fields and different applications both in the private and the public sectors. This paper surveys the various literature published in the field in the areas of a) various models and methods and b) various application procedures in applying the technique in various fields.The paper demonstrates the use of the method with a practical example of service delivery of Veterinary Districts of Odisha using CCR Output oriented model. The results produced include average efficiencies and projections for achieving efficiency.

scholarly journals Mechanisms underpinning the usage of e-government services by businesses: A proposal based on previous empirical research

2021 ◽  
Vol 13 (2) ◽  
pp. 154-183
Author(s):  
Martha Liliana Correa Ospina ◽  
Deepak Saxena ◽  
Beatriz Helena Díaz Pinzón
Keyword(s):  
Information And Communication Technologies ◽  
Empirical Research ◽  
Communication Technologies ◽  
The Public ◽  
Government Services ◽  
Critical Realist ◽  
Holistic Understanding ◽  
Information And Communication ◽  
Self Service ◽  
Cost Efficient

For many years, the public sector has been undergoing digital transformation. Information and communication technologies (ICT) have offered new ways of interaction between governments and their constituents. However, governments face different challenges to migrate users towards digital channels and electronic documents, which are believed to be more cost-efficient for all stakeholders. Despite a plethora of empirical research conducted towards the identification of factors that influence e-government services usage by businesses, there seems to be a lack of 'holistic' understanding in the absence of systematic literature reviews. This paper aims to contribute by hypothesizing a set of mechanisms based on a critical realist process of retroduction. We argue that the factors identified in previous research are a manifestation of mechanisms. Such mechanisms might explain businesses’ usage of ICT when interacting with governments, whether in the context of incidental situations or regular administrative tasks (through online self-service applications) or regular exchange of information (through inter-organizational e-services).

Implications of customer participation in outsourcing non-core services to third parties

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kaat De Pourcq ◽  
Katrien Verleye ◽  
Bart Larivière ◽  
Jeroen Trybou ◽  
Paul Gemmel
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Waiting Time ◽  
Service Provider ◽  
Service Providers ◽  
Third Parties ◽  
Third Party ◽  
Customer Participation ◽  
Process Data ◽  
Content Type

PurposeFocal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal service provider, by which the objective waiting time, environmental quality and interactional quality act as focal drivers.Design/methodology/approachTo test our hypotheses in the context of cancer care, we gathered process data and experience data by means of a patient observation template (n = 640) and a patient survey (n = 487). The combined data (n = 377) were analyzed using Bayesian models.FindingsThis study shows that opting for a service triad (i.e. outsourcing non-core services to a third party) deduces customers' attention away from the objective waiting time with the focal service provider but not from the environmental and interactional quality offered by the focal service provider. When the type of service triad coordination is considered, we observe similar effects for a focal service provider-coordinated service triad while in a customer-coordinated service triad the interactional quality is the sole experience driver of waiting experiences that remains significant.Originality/valueBy investigating the implications of customer participation in the decision-making about outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider.

scholarly journals Eliciting Preferences in Dentistry with Multiattribute Stated Preference Methods: A Systematic Review

2018 ◽  
Vol 3 (4) ◽  
pp. 326-335 ◽  
Author(s):  
S. Barber ◽  
S. Pavitt ◽  
B. Khambay ◽  
H. Bekker ◽  
D. Meads
Keyword(s):  
Decision Making ◽  
Oral Health ◽  
Service Delivery ◽  
Stated Preference ◽  
Preference Elicitation ◽  
Health States ◽  
Stated Preference Methods ◽  
The Public ◽  
Elicitation Methods ◽  
Stated Preference Experiments

Background: Preference experiments are used to understand how patients and stakeholders value aspects of health care. These methods are gaining popularity in dentistry, but quality and breadth of use have not been evaluated. Objectives: To describe multiattribute stated preference experiment use in dentistry through illustration and critique of existing studies. Data Sources: Systematic literature search of PubMed, Econlit and Ovid for Medline, Embase, PsychINFO, PsychARTICLES, and All EBM Reviews, as well as gray literature. Study Eligibility: Multiattribute stated preference experiments eliciting preferences for dental service delivery, treatments, and oral health states from the perspective of patients, the public, and dental professionals. Outcomes of interest were preference weights and marginal rates of substitution. Study selection was independently performed by 2 reviewers. Appraisal: Ten-point checklist published by the International Society of Pharmacoeconomics and Outcomes Research was used for quality assessment. Synthesis: Descriptive analysis. Results: Searches identified 12 records published between 1999 and 2015, mostly in nondental academic journals. Studies were undertaken in high-income countries in Europe and the United States. The studies aimed to elicit preference for service delivery, treatment, or oral health states from the perspective of the patients, dentists, or the public via discrete choice experiment methods. The quality scores for the studies ranged from 53% to 100%. Limitations: A detailed description and critique of stated preference methods are provided, but it was not possible to provide synthesized preference data. Conclusions: Multiattribute stated preference experiments are increasingly popular, but understanding the methods and outputs is essential for designing and interpreting preference studies to improve patient care. Patient preferences highlight important considerations for decision making during treatment planning. Valuation of health states and estimation of willingness-to-pay are important for resource planning and allocation and economic evaluation. Preference estimates and relative value of attributes for interventions and service delivery inform development and selection of treatments and services (PROSPERO 21.3.17: CRD42017059859). Knowledge Transfer Statement: Understanding patient, professional, and public preferences is fundamental for evidence-based decision making and treatment delivery. Preference elicitation methods can be used to estimate the value given to health states, service delivery, individual treatments, and health outcomes. By describing and appraising the methodology and application of multiattribute stated preference experiments in dentistry, this review provides an essential first step to wider use of well-designed, high-quality preference elicitation methods.

A BPR Approach for e-Governance in Public Transportation

2014 ◽  
Vol 5 (2) ◽  
pp. 64-75 ◽  
Author(s):  
Ajay Kumar Bharti ◽  
Sanjay K. Dwivedi
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Public Transportation ◽  
Efficient Manner ◽  
The Public ◽  
Efficient Management ◽  
Strategic Model ◽  
Transportation Sector ◽  
Governance Process ◽  
Expected Benefits

Information is one of the important entities to affect the decision making, therefore effective and efficient management of information in bureaucratic, strategic planning and decision making will affect the governance process. e-Governance is a panacea for all the problems in government or public sector, public transportation is not the exception too. The public transportation sector has to manage the information, resources, people and process in an effective and efficient manner using information and communication technology to provide effective and efficient services to their commuters. In this paper we discusses about the need of BPR in public transportation, their steps for implementation followed by recommendations and its expected benefits. The paper also elaborates our analytical and foresight based strategic model for e-Governance in the public transportation sector in India. Based on the case study and the issues in the public transportation a set of recommendations for service delivery in the public transportation sector. Following these recommendations sector will be able to deliver integrated and quality services to their citizens of India using National e-Governance Plan (NeGP) service delivery model.

scholarly journals Employment relationships in Victorian public hospitals: the Kennett years

2000 ◽  
Vol 23 (3) ◽  
pp. 193 ◽  
Author(s):  
Pauline Stanton
Keyword(s):  
Public Health ◽  
Service Delivery ◽  
Service Provision ◽  
Trade Unions ◽  
Service Providers ◽  
Industrial Relations ◽  
Public Hospitals ◽  
Employment Relations ◽  
The Public ◽  
Health Market

From 1992 to 1999, the Kennett government in Victoria moved to competitive market models of service delivery andthe measurement of service provision through casemix funding. Public hospital managers were given greateraccountability for the costs and provision of service delivery and a new range of service providers, many from theprivate sector, entered the public health market. The decentralisation of the industrial relations system led to newdevelopments in bargaining that brought both opportunities and problems. In the Victorian public health system therewas an increasing emphasis on decentralisation in both service provision and employment relations. In this paper Isuggest that there were contradictions in these developments for government, and new challenges and difficulties foremployers, employees and trade unions.

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