Encouraging Society Participation Through Conversations About Public Service Processes

2014 ◽  
Vol 10 (2) ◽  
pp. 22-42 ◽  
Author(s):  
Bruna Diirr ◽  
Renata Araujo ◽  
Claudia Cappelli
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Improvement ◽  
Service Users ◽  
Government Service ◽  
Public Issues ◽  
Government Services ◽  
Available Information

This paper posits the idea that conversations about public services encourage society participation in public issues and establish closer ties between society and government service providers. It is argued that by making society aware of how a service is provided – its process - citizens (clients) may develop a better attitude for interacting with government and other service users, by discussing problems, correcting previously-available information, increasing their knowledge about the processes. This paper presents a tool designed to support conversations about public service processes and the results obtained with a case study of its use. The results suggest that conversations have stimulated interaction among citizens and government services providers as well as allowed identification of service improvement opportunities.

Empowering Society Participation in Public Service Processes

2019 ◽  
pp. 145-175
Author(s):  
Bruna Diirr ◽  
Renata Araujo ◽  
Claudia Cappelli
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Improvement ◽  
Service Users ◽  
Public Issues ◽  
Available Information

Several discussions enforce the need for a greater engagement of society in public issues and show how ICTs can enhance it. This chapter presents the idea of conversations about public services. It is argued that by making society aware of how a service is provided—its process—citizens may develop a better attitude for interacting with government and other service users. Both society and governmental service providers can discuss problems, correct available information, and increase their knowledge about the processes, thus providing closer ties between them. This chapter also presents a tool designed to support these conversations and the results obtained with a case study of its use. The results suggest that conversations have stimulated interaction among citizens and services providers as well as allowed service improvement opportunities.

scholarly journals Effectiveness of Passport Application’s Queuing Flow In Order to Improve Public Services - Case Study of APAPO Implementation at the Immigration Office Class I Special Non Border Control South Jakarta

2019 ◽  
Vol 1 (1) ◽  
pp. 99-105
Author(s):  
Beauty Maharani Matutina
Keyword(s):  
Public Service ◽  
Social Life ◽  
Public Services ◽  
Service Providers ◽  
Border Control ◽  
Social Community ◽  
The Social ◽  
Effectiveness And Efficiency

Public services in Indonesia have an important role in every aspect such as economic, social and political. In addition, services like this are also an important element in improving the quality of social life in social life. High quality services are one of the main concerns among the social community, therefore it needs to be considered in providing services. The use of information technology in passport services truly helps increasing the work’s effectiveness and efficiency, which is the service in applying for a passport at the immigration office. Therefore, it is necessary for public service providers to pay attention in carrying out activities to fulfill society’s demands.

Satisfaction of tuberculosis patients with health services in Ghana

2017 ◽  
Vol 30 (6) ◽  
pp. 545-553 ◽  
Author(s):  
Frank Bonsu ◽  
Felix Afutu ◽  
Nii Nortey Hanson-Nortey ◽  
Mary-Anne Ahiabu ◽  
Joshua Amo-Adjei
Keyword(s):  
Client Satisfaction ◽  
Service Providers ◽  
Healthcare Providers ◽  
Large Body ◽  
Service Users ◽  
Content Type ◽  
Sputum Production ◽  
Interview Guide

Purpose Within human services, client satisfaction is highly prioritised and considered a mark of responsiveness in service delivery. A large body of research has examined the concept of satisfaction from the perspective of service users. However, not much is known about how service providers construct client satisfaction. The purpose of this paper is to throw light on healthcare professionals’ perspectives on patient satisfaction, using tuberculosis (TB) clinics as a case study. Design/methodology/approach In-depth interviews were conducted with 35 TB clinic supervisors purposively sampled from six out of the ten regions of Ghana. An unstructured interview guide was employed. The recorded IDIs were transcribed, edited and entered into QSR NVivo 10.0 and analysed inductively. Findings Respondents defined service satisfaction as involving education/counselling (on drugs, nature of condition, sputum production, caregivers and contacts of patients), patient follow-up, assignment of reliable treatment supporters as well as being attentive and receptive to patients, service availability (e.g. punctuality at work, availability of commodities), positive assurances about disease prognosis and respect for patients. Practical implications Complementing opinions of health service users with those of providers can offer key performance improvement areas for health managers. Originality/value To the best of the authors’ knowledge, this is a first study that has examined healthcare providers’ views on what makes their clients satisfied with the services they provide.

Web Portals in Government Service

Web Portals ◽  
2011 ◽  
pp. 212-229 ◽  
Author(s):  
Tony Aitkenhead
Keyword(s):  
Entry Point ◽  
Business Enterprise ◽  
Web Portals ◽  
Government Service ◽  
Access Points ◽  
Government Services ◽  
Central Access ◽  
Operational Models ◽  
Available Information

Government portals are not dissimilar to business enterprise portals, although many of these are the entry point to the organisation’s intranet and thus internally facing. The purpose of a portal is to increase the volume of available information, and government portals are becoming gateways or central access points for many e-government initiatives around the globe. They perform this task well as they provide a consistent and easy-to-use interface that allows citizens access to a range of government services. This chapter presents the findings of a review of two Victorian government portals, each of which has implemented different operational models.

Evaluation of E-government Services

2010 ◽  
pp. 400-417
Author(s):  
Shang-Ching Yeh ◽  
Pin-Yu Chu
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Public Officials ◽  
Government Services ◽  
Empirical Results

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.

An Exploration of the Conditions Required of Social Organizations to be Contracted by Government as Service Providers: A Study Based on Analysis of Local Government Documents

2014 ◽  
Vol 6 (2) ◽  
pp. 197-212
Author(s):  
Qiang Yi ◽  
Xiaohong Zhu ◽  
Xianghui Liu
Keyword(s):  
Public Service ◽  
Service Provider ◽  
Financial Management ◽  
Local Governments ◽  
Public Services ◽  
Service Providers ◽  
Government Procurement ◽  
Governance System ◽  
Eligibility Requirements ◽  
The Government

In the Guidelines of the State Council General Office on Government Procurement of Services from the Private and Non-governmental Sectors, “public service provider for the government” is broadly defined; it is stated that npos, businesses, and industry organizations have equal opportunity to be public service providers. A comparison of local eligibility requirements on npos serving as public service providers shows that the eligibility requirements focus on such aspects as service provider qualifications, time of establishment, organizational management, human resources, financial management, professional qualifications, annual inspection, evaluation, and honors. On the whole, the requirements are not demanding; the quality of public services is also secured through institutional design and innovation. The lax eligibility requirements imposed by local governments on npos as public service providers indicate that the social governance system will feature diversity, and reflect the government’s intention to support and develop npos. However, there are also some problems in local policies, such as 1) too much is at the discretion of the government; 2) the eligibility requirements are not good for the development of grassroots organizations; 3) no standards have been defined on eligibility for public service provider; and 4) related laws and regulations lack authority. Therefore, it is necessary to make government procurement of public services law-based and provide continued theoretical and institutional support for the implementation of the most authoritative policy.

A Synthesised Stage Model for Collaborative Public Service Platforms

2016 ◽  
Vol 3 (4) ◽  
pp. 10-27
Author(s):  
Aulia Zulfa ◽  
Bram Klievink ◽  
Mark de Reuver ◽  
Marijn Janssen
Keyword(s):  
Private Sector ◽  
Public Service ◽  
Public Services ◽  
Development Model ◽  
Service Improvement ◽  
Stage Model ◽  
Maturity Models ◽  
Public And Private ◽  
Development Models ◽  
Platform Development

Collaboration between government, the private sector and citizens is deemed critical to further improve the quality and effectiveness of public services. However, the stage models describing and guiding the development of e-government do not or only rarely cover external collaboration for improving public services. The authors argue that this gap can be filled by including insights from literature on the evolution of platforms, which can serve as a medium for collaboration between public and private parties. This paper aims to synthesise e-government maturity models and platform development models to act as a guide to move from government-centred public service improvement to collaborative innovations by government, businesses and citizens. The result is a platform development model with five stages. To see how the model holds in practice, three cases are investigated. The authors find that their model shows promise but also requires further evaluation and refinement.

Preliminary assessment and analysis of public amenities capacity and status in the constituent entities of the Russian Federation: Methodological recommendations

10.12737/5363 ◽  
2014 ◽  
Vol 8 (5) ◽  
pp. 47-56
Author(s):  
Елена Погребова ◽  
Elena Pogrebova
Keyword(s):  
Public Administration ◽  
Russian Federation ◽  
Public Service ◽  
Service User ◽  
Public Services ◽  
Information Sources ◽  
Service Providers ◽  
Preliminary Assessment ◽  
The Public ◽  
The Russian Federation

The article presents the results of the author’s attempt at developing a complex of methodological recommendations for the preliminary assessment and analysis of the public amenities capacity and status in different constituent entities of the Russian Federation. The recommendations as developed by the author are based on specific examples, and are supported by information sources regarded by the author as necessary to use in the course of the analysis. The author also provides recommendations on the graphic representation of the results of the analysis (spread sheets) as well as recommendations on rating of the regions (ranking and grouping the regions in accordance with the level of public amenities development they demonstrate), a thorough analysis of the system of the public administration of the industry, the competences and authority of the federal executive bodies, regional agencies of State power and the local authorities responsible for the regulation of relations in the sphere of public services, an assessment of the capacity of public service providers, and a comparison of public service user prices as quoted by municipal entities in different constituents of the Russian Federation.

Representing climate change on public service television: A case study

2015 ◽  
Vol 26 (4) ◽  
pp. 452-466 ◽  
Author(s):  
Mary Debrett
Keyword(s):  
Climate Change ◽  
Public Service ◽  
Service Providers ◽  
Public Affairs ◽  
Public Understanding ◽  
Publicly Funded ◽  
Commercial Media ◽  
Track Record ◽  
Vested Interests

Publicly funded broadcasters with a track record in science programming would appear ideally placed to represent climate change to the lay public. Free from the constraints of vested interests and the economic imperative, public service providers are better equipped to represent the scientific, social and economic aspects of climate change than commercial media, where ownership conglomeration, corporate lobbyists and online competition have driven increasingly tabloid coverage with an emphasis on controversy. This prime-time snapshot of the Australian Broadcasting Corporation’s main television channel explores how the structural/rhetorical conventions of three established public service genres – a science programme, a documentary and a live public affairs talk show – impact on the representation of anthropogenic climate change. The study findings note implications for public trust, and discuss possibilities for innovation in the interests of better public understanding of climate change.

scholarly journals Institution Image Bidang Penaatan Peraturan Lingkungan DLHK Kabupaten Karawang

Tuturlogi ◽  
2020 ◽  
Vol 1 (3) ◽  
pp. 221-230
Author(s):  
Saras Desca Lestari ◽  
Fajar Hariyanto ◽  
Yanti Tayo
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Complete Information ◽  
Qualitative Approach ◽  
Corporate Image ◽  
Good Service ◽  
Know How ◽  
Excellent Service ◽  
Descriptive Method

Communication is a very decisive aspect for the delivery of public services, so service providers must know how to communicate well so that they can influence others in the service. This research uses a descriptive method with a qualitative approach. Interviews were conducted with informants determined by purposive sampling, the informants were employees who handled services at DLHK Karawang, and the society who received services. And use one of three important aspects/dimensions in public service communication, namely Institution/Corporate Image. The results showed that, communication of public services provided by the PPL DLHK Karawang had given a pretty good impression. Communities and companies have received complete information and good service, because important aspects/dimensions in service communication already exist in the DLHKKarawang. However there are still some shortcomings, DLHKKarawang does not have brochures, leaflets or films about services. Yet in the implementation of public service communication must pay attention to all things that can support the achievement of the goal of providing excellent service.

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