Citizen Relationship and Grievance Management System (CiR&GMS) through Multi-Channel Access for e-Government Services

2015 ◽  
Vol 7 (2) ◽  
pp. 43-67
Author(s):  
Velamala Ranga Rao
Keyword(s):  
Public Sector ◽  
Management System ◽  
Local Level ◽  
Policy Makers ◽  
Single View ◽  
Face To Face ◽  
The Public ◽  
Initial Stage ◽  
State And Local

Citizens are demanding greater access to interaction with government through their preferred channels or devices. The private sector uses different channels for their services, citizens except same level of services from the public sector. Therefore public sector needs to focus on creating multiple delivery channels (Traditional such as face to face, Telephone and Modern channels such as Website, E-mail, SMS), so that citizens can have ‘channels of choice', depending on specific needs, demands and preferences in order to increase citizens' participation and satisfaction. For this reason, the paper's purpose is 1) To understand multi-channel architecture, Integration, Management and its Strengths & Weakness 2) To develop a frame work for Citizen Relationship and Grievance Management System (CiR&GMS) for a single view 3) By applying proposed framework, To identify what types of channels are providing to access public services at National, State and Local level governments in India as a case study 4) To find out challenges and issues in implementation of multi-channel service delivery. The key findings of the case study are: a) There is no declining in providing traditional channels after introducing modern channels b) Many departments are offering mixed channels c) Usage of Mobile/SMS, Social media and Wi-Fi hotspots based channels are in initial stage d) t-Government channel is not yet initiated in any department e) Multi-channel integration and management is not yet initiated by many departments, these departments are managed channels as separate silos. The proposed framework may provide some guidance to the decision and policy makers in the public sector. However, such initiatives have many challenges to the developing countries like India.

Public Services Through Multi-Channel Issues and Challenges

2018 ◽  
pp. 273-300
Author(s):  
Velamala Ranga Rao
Keyword(s):  
Public Services ◽  
Local Level ◽  
Single View ◽  
The Public ◽  
Channel Integration ◽  
Services Delivery ◽  
Initial Stage ◽  
Stage 4 ◽  
State And Local

The objective of this chapter is 1) to understand multi-channel architecture, integration, and management; 2) to develop a framework for citizen relationship and grievance management system for a single view; 3) as a case study, to propose framework applied to find what types of channels are providing to the citizens get access to the public services at National, State, and Local level in India; 4) as a case study, to find out challenges and issues with implementation of multi-channel services delivery. The key findings of the case study are: 1) There is no declining in providing traditional channels after introducing modern channels. 2) The departments are offering mixed channels. 3) Usage of mobile-based applications, social media, and wi-fi are in pilot basis or at initial stage. 4) Multi-channel integration and management is not yet initiated. 5) Electricity and network coverage are main issues in implementation of modern channels. However, such initiatives have some issues and challenges to the developing countries like India.

scholarly journals Decision Making at the State and Local Level: Does Science Matter?

2016 ◽  
Vol 49 (01) ◽  
pp. 21-26 ◽  
Author(s):  
Susan G. Mason
Keyword(s):  
Public Policy ◽  
Decision Making ◽  
Local Level ◽  
Policy Decision ◽  
The State ◽  
Public Officials ◽  
Policy Makers ◽  
The Public ◽  
Policy Decision Making ◽  
State And Local

ABSTRACTScience is believed to be an important part of public policy decision making because of its inherent characteristics of measurability, rigor, objectivity, replication, and peer review. The purpose of this research was to explore the linkage of science to public policy decision making. The research explores what state and local public officials know about science and how much they actually use science in their decision making. Interview results with public officials in the State of Idaho demonstrate that policy makers ultimately see science as only one element in the mix. Findings suggest that equal attention and debate should be given to how science interacts with all of the other factors that affect the public policy making process.

scholarly journals An Applied Valuation of the Association among Internal and External Auditors

2018 ◽  
pp. 122-129
Author(s):  
Dr. Alhassan Haladu ◽  
Mohammed Haliru Beri
Keyword(s):  
Public Sector ◽  
Internal Control ◽  
Primary Data ◽  
Internal Auditor ◽  
Face To Face ◽  
External Auditors ◽  
The Public ◽  
Internal Control System ◽  
External Auditor

The study examines the cooperation between internal and external auditors in discharging duties and upholding organizational objectives. The aim is to know how the internal auditor relates with the external auditor once appointed and especially during the process of carrying out his/her duties. To achieve this primary data was collected through face-to-face interview from Mike Ukueje & Co. which is the case study of this research. The result showed that both the internal auditor and external auditor work in the interest of the organization through emphasis on the internal control system even though they are guided in their duties by the articles of association (internal auditor) and CAMA 2004 (external auditor). In the private sector external auditors are welcome whole heartedly by their internal counterpart, while in the public sector they are treated with suspicion and prejudice. For this reason it is advisable to enlighten the public sector more on the responsibilities of the external auditor.

Electronic Document and Records Management System (EDRMS) Implementation in a Developing World Context

2018 ◽  
pp. 389-407 ◽  
Author(s):  
Mosweu Olefhile ◽  
Mutshewa Athulang ◽  
Kelvin Joseph Bwalya
Keyword(s):  
Public Sector ◽  
Management System ◽  
Information Access ◽  
Records Management ◽  
Extensive Literature ◽  
Electronic Document ◽  
The Public ◽  
Depth Analysis ◽  
Government Development

This chapter presents a case study of back-end information system implementation geared towards encouraging e-Government development in Botswana. The case is an in depth analysis of the implementation of the Electronic Document and Records Management System (EDRMS) at the Ministry of Trade and Industry (MTI). The focus of this chapter is two-fold: 1) it highlights the factors that influence the adoption and usage of EDRMS by Action Officers and Records Officers at MTI and correspondingly outline EDRMS' facilitatation of information access in the realm of e-Government; and 2) aims to understand the initiatives that have been implemented to facilitate robust e-Government development in the public sector of Botswana. This chapter culminates from a pilot that was done prior to an on-going study hinged on unison objectives. The indicative list of factors explaining the adoption of EDRMS might explain the global perception of ICTs in the public sector in Botswana. The limitation of the study is that its sample space may not be representative of the actual situation in Botswana's public sector given the heterogeneity in different line ministries and departments. Therefore, the results from this study might not guarantee statistical generalizations. The chapter is hinged on extensive literature reviews compounded by anecdotal evidence. This focus is novel because it aims to understand adoption and usage of ICT platforms by employees. Other research endeavours have probed citizens' and businesses' adoption of ICTs before considering institutional and employees' readiness hence investigating macro factors influencing technology adoption.

Construction Briefing Process in Malaysia

2012 ◽  
pp. 187-198
Author(s):  
Mastura Jaafar ◽  
Arkin Kong Chung King
Keyword(s):  
Public Sector ◽  
Early Stage ◽  
Project Planning ◽  
Vision 2020 ◽  
Face To Face ◽  
The Public ◽  
The People ◽  
Initial Stage ◽  
Strategic Project ◽  
Construction Briefing

Malaysia is progressing smoothly toward the achievement of Vision 2020. In achieving this vision, the country has to undergo tremendous development. Aside from providing houses for the people, the construction industry has to support the development of other industries with various types of wide-scale projects implemented by either public or private sectors. It is acknowledged that project briefing is the most important process conducted during the initial stage of project development. The research was undertaken to study the public sector’s construction briefing process and to investigate the problems arising during the process. Data was gathered through face-to-face interview. The data gathered supported that the public sector was using the RIBA plan of work but leaning towards the Netherlands approach. In addition, the project brief was seen as a powerful tool to be controlled at the early stage of project planning (initial stage). The result supported previous studies that pointed out the lack of knowledge and the involvement of inexperienced parties, either clients or consultants, as the main barriers for the integrated and strategic project briefing. This study contributes useful and beneficial information for the public sector to mitigate the project problems.

Electronic Document and Records Management System (EDRMS) Implementation in a Developing World Context

2014 ◽  
pp. 235-252 ◽  
Author(s):  
Mosweu Olefhile ◽  
Mutshewa Athulang ◽  
Kelvin Joseph Bwalya
Keyword(s):  
Public Sector ◽  
Management System ◽  
Information Access ◽  
Records Management ◽  
Extensive Literature ◽  
Electronic Document ◽  
The Public ◽  
Depth Analysis ◽  
Government Development

This chapter presents a case study of back-end information system implementation geared towards encouraging e-Government development in Botswana. The case is an in depth analysis of the implementation of the Electronic Document and Records Management System (EDRMS) at the Ministry of Trade and Industry (MTI). The focus of this chapter is two-fold: 1) it highlights the factors that influence the adoption and usage of EDRMS by Action Officers and Records Officers at MTI and correspondingly outline EDRMS' facilitatation of information access in the realm of e-Government; and 2) aims to understand the initiatives that have been implemented to facilitate robust e-Government development in the public sector of Botswana. This chapter culminates from a pilot that was done prior to an on-going study hinged on unison objectives. The indicative list of factors explaining the adoption of EDRMS might explain the global perception of ICTs in the public sector in Botswana. The limitation of the study is that its sample space may not be representative of the actual situation in Botswana's public sector given the heterogeneity in different line ministries and departments. Therefore, the results from this study might not guarantee statistical generalizations. The chapter is hinged on extensive literature reviews compounded by anecdotal evidence. This focus is novel because it aims to understand adoption and usage of ICT platforms by employees. Other research endeavours have probed citizens' and businesses' adoption of ICTs before considering institutional and employees' readiness hence investigating macro factors influencing technology adoption.

scholarly journals How do ICT project managers manage project knowledge in the public sector? An empirical enquiry from the Victorian Public Sector in Australia

2016 ◽  
Vol 20 ◽  
Author(s):  
Yakub Karagoz ◽  
Axel Korthaus ◽  
Naomi Augar
Keyword(s):  
Public Sector ◽  
Project Managers ◽  
Success Factor ◽  
Public And Private ◽  
Face To Face ◽  
The Public ◽  
Critical Success ◽  
Knowledge Intensive ◽  
Public And Private Sector

Projects are temporal organisation forms that are highly knowledge-intensive and play an important role in modern public (and private) sector organisations. The effective and efficient creation, dissemination, application and conservation of relevant knowledge are a critical success factor in the management of projects. Yet, project management (PM) and knowledge management (KM) are two distinct disciplines. This paper explores the relationship between PM and KM by analysing the literature at the intersection of those disciplines and presenting the empirical results of a case study of the Victorian Public Sector (VPS) in Australia. A series of 14 interviews were conducted to explore how ICT project managers manage project knowledge across the departments of the VPS. Findings show a strong preference among the participants for informal, face-to-face interactions and agile approaches to facilitate knowledge transfer and creation in ICT project environments.

scholarly journals LESSONS FROM FISCAL DECENTRALIZATION IN UKRAINE

2019 ◽  
Vol 4 (7) ◽  
pp. 73-78
Author(s):  
VARNALII ZAKHARII VARNALII ZAKHARII ◽  
LIUDMYLA DEMYDENKO ◽  
YULIIA NAKONECHNA ◽  
NATALIIA MIEDVIEDKOVA
Keyword(s):  
Public Sector ◽  
Fiscal Decentralization ◽  
Local Level ◽  
The State ◽  
Financial Resources ◽  
The Public ◽  
Tax Legislation ◽  
Model Of Management ◽  
State And Local ◽  
Decentralization Reform

In order to build an effective model of management of budget funds, it is important to ensure the constant and systematic disclosure of information on the accumulation of financial resources of the state and local budgets and the directions for their use. The first results of the process of fiscal decentralization in Ukraine are considered, which is accompanied by changes in the budget and tax legislation. Specifics of the formation of tax revenues of budgets of joint territorial communities are outlined. The state of disclosure of budget documents by the amalgamated territorial communities is highlighted and the need for coordination of the authorities in this area is indicated. Understanding citizens› spending processes in the public sector can significantly increase confidence in state institutions, provide conditions for the implementation of necessary reforms in all-important areas of the country. In the context of the fiscal decentralization reform launched in 2015, the issue of transparency of financial information at the local level in Ukraine is raised, as significant amounts of financial resources are transferred to local budgets. Strengthening the focus on local government action on effective management of budget funds should be a priority for public organizations and political parties. The implementation of the state policy aimed at increasing transparency and openness in the management of financial resources in the public sector will ensure the tangible results in the social and economic spheres that will be obtained by the citizens of the communities.

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