scholarly journals DEVOLUTION AND SERVICE DELIVERY IN THE PUBLIC SERVICE IN KENYA, A CASE STUDY OF MARSABIT COUNTY GOVERNMENT

2021 ◽  
Vol 6 (1) ◽  
pp. 30-51
Author(s):  
Salim Ali ◽  
Asuma Nchaga ◽  
Joshua Wepukhulu
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Mixed Methods Research ◽  
Healthcare Services ◽  
Primary Data ◽  
County Government ◽  
Research Approach ◽  
Government Service ◽  
Research Issues ◽  
The Public

Purpose: The purpose of this study was to determine the effects of devolution on service delivery in the public service in Kenya. A case of Marsabit County. Materials and Methods: To achieve the objectives of the study primary data was collected through questionnaire administration. The data collected, tabulated and was analyzed using multivariate regression model with the aid of SPSS version 25 software. Mixed methods research is preferable for the study due to the provision of a better conception of a research issue or dilemma and that a solo research approach is inadequate. A mixed research approach is a research master plan that combines qualitative and quantitative research components to deal with research issues to enter into healthy research conclusions. The study used questionnaires for data collection from the staff members. The questionnaires were both open and close-ended questions. The close-ended questions provided more structured responses to facilitate tangible recommendations. Results: The findings of the study indicated that; 80% of the respondents stated that allocation of funds and approved for decision making were significant variables in determination of service delivery at Marsabit County government. The findings indicates that majority of respondents believed that the projects information are updated quarterly and semiannually, 20% weekly, 10% weekly while 6.67% others. The findings reveals that the updating time for information is more than three months, which risks the information accuracy. Majority (33.3%) of participants noted that the main advantage of accountability and transparency human resource is helping in offering exemplary service delivery, 25.0% enhances committed to and supporting the management in influencing the service delivery and 20% helps in coordinates and communicate well in implementation of services in the county The findings further indicate that 12% believed Marsabit County is not well staffed hence likely impacting on the quality-of-service delivery. Further Research: The study recommends further studies on influence of devolution of government service delivery on provision of healthcare in other health facilities of the same magnitude in other Counties. Given the fact that devolution is a new concept in Kenya, more study research should be carried out to evaluate the effect of devolution of government service delivery on healthcare staff motivation in provision of healthcare services.

scholarly journals Employee Wellness amongst Middle Managers in a South African Public Sector Organisation

2019 ◽  
Vol 23 ◽  
Author(s):  
Nisha Harry ◽  
Fatima Gallie
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Developing Country ◽  
Work Engagement ◽  
Public Service ◽  
Sense Of Coherence ◽  
Middle Managers ◽  
Primary Data ◽  
Convenience Sample ◽  
The Public

At the heart of the public service sector within a developing country such as South Africa, is the contentious issue of good service delivery. However, numerous budget cuts, high vacancy rates and service delivery demands have an impact on the wellbeing of middle managers. This study investigates: 1) the relationship between sense of coherence, work engagement and burnout; and 2) whether there is a difference in socio-demographic variables. The study employed a quantitative research method, using primary data from a convenience sample (N = 172) of middle managers within a public service organisation. The correlational and inferential statistical analysis revealed a significant statistical relationship between the variables, namely sense of coherence, work engagement, and burnout. Significant differences were also found between respondents in terms of marital status and depersonalisation or cynicism. Overall, the results showed that the respondents experienced high levels of sense of coherence, work engagement and professional efficacy. This study has highlighted the wellbeing of employees within the public sector in a developing country.

scholarly journals Mixed-methods research: A tutorial for speech-language therapists and audiologists in South Africa

2018 ◽  
Vol 65 (1) ◽  
Author(s):  
Anna-Marie Wium ◽  
Brenda Louw
Keyword(s):  
Mixed Methods ◽  
South African ◽  
Mixed Methods Research ◽  
Communication Disorders ◽  
Research Approach ◽  
Multiple Perspectives ◽  
Language Therapy ◽  
Research Issues ◽  
Healthcare Professions ◽  
Approach Method

Background: Mixed-methods research (MMR) offers much to healthcare professions on clinical and research levels. Speech-language therapists and audiologists work in both educational and health settings where they deal with real-world problems. Through the nature of their work, they are confronted with multifaceted questions arising from their efforts to provide evidence-based services to individuals of all ages with communication disorders. MMR methods research is eminently suited to addressing such questions. Objective: The aim of this tutorial is to increase awareness of the value of MMR, especially for readers less familiar with this research approach. Method: A literature review was conducted to provide an overview of the key issues in MMR. The tutorial discusses the various issues to be considered in the critical appraisal of MMR, followed by an explanation of the process of conducting MMR. A critical review describes the strengths and challenges in MMR. Results: MMR is less commonly used or published in the fields of speech-language therapy and audiology. Conclusion: Researchers working in teams can draw on the strengths of different disciples and their research approaches. Such collaborative enterprises will contribute to capacity building. Researchers, SLTs and audiologists are encouraged to make use of MMR to address the complex research issues in the multicultural, multifaceted South African context. MMR makes an important contribution to the understanding of individuals with communication disorders, and in turn, researchers in the two disciplinary fields of speech-language therapy and audiology can contribute to the development of this research approach. MMR is well suited to the complexity of South African contexts and its populations, as it can provide multiple perspectives of a topic.

Veteran Service Management and E-Government Service Delivery Performance

2011 ◽  
pp. 3133-3141
Author(s):  
Assion Lawson-Body ◽  
Glenn Miller ◽  
Thomas M. Saddler Jr.
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
Primary Objective ◽  
Government Agencies ◽  
Web Portals ◽  
Web Portal ◽  
Government Service ◽  
The Public ◽  
Delivery Performance ◽  
Electronic Service

The importance of electronic service delivery was recognized at the beginning of the emergence of the Internet (Huang & Hu, 2004); thereafter much attention has been devoted to it as a solution to the issue of the traditional service delivery system (Cetiner & Ryan, 2004; Gassan, De Boer, Mourshed, & Rea, 2001). Too often there is little or no congruence between the image of the service communicated by the service firm and the service actually delivered. This leads to unmet customer expectations and probably to non-satisfied customers, who have lost their faith in the firm and its ability to keep its promises. Governments also invest in veteran service management (VSM) and e-government to increase their service delivery performance. Veterans are the nation’s population who have been discharged or retired after serving on active duty with the United States Armed Forces. E-government refers to efforts in the public sector to use information and communication technologies to deliver government services and information to the public (Gant & Gant, 2002; Gefen, 2002). Government agencies face challenges in making veterans aware of the benefits of online services they are receiving. Anecdotal evidence shows the Internet’s Web portal can enable governments to increase their e-service delivery performance. However, there is little existing research that has tested how the use of Web portals to strengthen existing VSM can increase e-government service delivery performance. The primary objective of this study is to examine how VSM, using Web portal aggregation, may impact electronic service delivery performance. Specifically, the study examines: • the theoretical foundation of VSM, • the theoretical impact of VSM on government service delivery performance, • theoretically and empirically how VSM, supported by Web portal aggregation, may impact e-government service delivery performance. This research focuses on government Web portals that deliver electronic services to veterans. The Web portal of the North Dakota Government Rural Outreach (GRO) Initiative has been selected as the sample U.S. government Web portal for this research. That Web portal has been chosen because it has a component dedicated to veterans and county veteran service officers (CVSOs). Data were collected through open-ended interviews with CVSOs. A total sample consists of 10 CVSOs. The study used content analysis to analyze data obtained from a sample of CVSOs, using the GRO Web portal, to test the hypotheses. The CVSOs assist all veterans and their dependents in obtaining all benefits to which they are entitled, both federal and state. The CVSOs are chosen because they play the role of intermediary between veterans, veteran service and benefits providers, and government agencies. CVSOs interact on G2G (government to government) and G2C (government to citizen) basis in order to serve veterans.

Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

2018 ◽  
Vol 7 (3.30) ◽  
pp. 393
Author(s):  
Marcellia Susan ◽  
. .
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Clinical Care ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Care Process ◽  
Primary Data ◽  
Equation Modeling ◽  
The Public

Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.  

Scotland's Civic Society v. England's Big Society? Diverging Roles of the VCS in Public Service Delivery

2011 ◽  
Vol 10 (3) ◽  
pp. 353-363 ◽  
Author(s):  
Mike Danson ◽  
Geoffrey Whittam
Keyword(s):  
Northern Ireland ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Public Service Delivery ◽  
Civic Society ◽  
Big Society ◽  
The Public

The devolved governments and parliaments of Scotland, Wales and Northern Ireland increasingly have been adopting different approaches from England to the delivery of public services. With more powers and responsibilities, Scotland has initiated these moves to divergence, not least with respect to the roles of volunteering, the Voluntary and Community Sectors (VCS) in the context of the ‘Big Society’. This article explores how the environment and institutions in Scotland increasingly are generating moves for different relations between the public, private and VCS. With key powers reserved for the Westminster parliament, differences are demonstrated in the position and development of the VCS.

scholarly journals Circular Economy Practices and Strategies in Public Sector Organizations: An Integrative Review

2020 ◽  
Vol 12 (10) ◽  
pp. 4181 ◽  
Author(s):  
Natacha Klein ◽  
Tomás Ramos ◽  
Pauline Deutz
Keyword(s):  
Public Sector ◽  
Literature Review ◽  
Service Delivery ◽  
Public Service ◽  
Circular Economy ◽  
Public Procurement ◽  
Public Service Delivery ◽  
Holistic View ◽  
The Public ◽  
Public Sector Organizations

The concept of the Circular Economy (CE) is an increasingly attractive approach to tackling current sustainability challenges and facilitating a shift away from the linear “take-make-use-dispose” model of production and consumption. The public sector is a major contributor to the CE transition not only as a policy-maker but also as a significant purchaser, consumer, and user of goods and services. The circularization of the public sector itself, however, has received very little attention in CE research. In order to explore the current state of knowledge on the implementation of CE practices and strategies within Public Sector Organizations (PSOs), this research aims to develop an overview of the existing literature. The literature review was designed combining a systematic search with a complementary purposive sampling. Using organizational sustainability as a theoretical perspective, the main results showed a scattered landscape, indicating that the limited research on CE practices and strategies in PSOs has focused so far on the areas of public procurement, internal operations and processes, and public service delivery. As a result of this literature review, an organizational CE framework of a PSO is proposed providing a holistic view of a PSO as a system with organizational dimensions that are relevant for the examination and analysis of the integration process of CE practices and strategies. This innovative framework aims to help further CE research and practice to move beyond current sustainability efforts, highlighting that public procurement, strategy and management, internal processes and operations, assessment and communication, public service delivery, human resources dimensions, collaboration with other organizations, and various external contexts are important public sector areas where the implementation of CE has the potential to bring sustainability benefits.

scholarly journals Digitalization of Public Services—An Input Output Logit Analysis

2020 ◽  
Vol 3 (4) ◽  
pp. 56
Author(s):  
Shahzadah Nayyar Jehan ◽  
Mudalige Uthpala Indeelinie Alahakoon
Keyword(s):  
Service Delivery ◽  
Communication Technology ◽  
Public Service ◽  
Relative Effectiveness ◽  
Sri Lankan ◽  
Logit Analysis ◽  
Information Communication ◽  
Value Analysis ◽  
The Public ◽  
Information And Communication

In 2000, Sri Lanka designed an ambitious plan for the introduction of information and communication technology (ICT) in most government functions and in the public service delivery (PSD) system in the country. This process started in the early 2000s and gained momentum with several local and internationally funded initiatives. A systematic innovation concept was incorporated within the ICT regime, which ensured bottom-up learning for a smooth transformation from paper to digitized PSD systems. Towards this end, the Information Communication Technology Agency (ICTA) and Lanka Government Network (LGN) were established. ICT incorporation covered the operations of most government agencies and departments to improve governance and PSD. We analyzed the efficiency of the ICT regime to understand its impact on public service employee output as well as on services to the public. We collected service delivery data from both the employees and their clients using a Likert-scale questionnaire. The questionnaire enquired about the utility of the ICT regime introduced in various departments and ministries (DMs) of the Sri Lankan government. This paper analyzes the overall and relative effectiveness of the ICT regime in terms of the inputs incurred and the outcomes realized. First, we calculated the Cronbach’s alpha to test the robustness of the data. Second, we applied ordinal logistics analysis to understand the interrelations among various measures (inputs) and their impacts (outcomes). Finally, we conducted specificity, sensitivity, and predictive value analysis to assess the accuracy of the investigative model. Our findings suggest a positive correlation between the inputs and the outcomes of the ICT regime introduced to digitalize PSD. Our results further indicate that although the inputs and the outcomes are positively corelated, this correlation is not sufficiently strong, and the ICT implementation measures need further emphasis to demonstrate any significant impact on user confidence in this regime.

Voluntary cooperation of citizens in the community model of public service delivery

2020 ◽  
Author(s):  
Beáta MIKUŠOVÁ ◽  
Nikoleta JAKUŠ ◽  
Marián HOLÚBEK
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Goods ◽  
Public Service ◽  
Public Services ◽  
Revealed Preferences ◽  
Public Service Delivery ◽  
Continuous Increase ◽  
The Public ◽  
Community Model

Most of the developed countries have implemented new principles of public sector reform – new approaches to the management of the public sector. A major feature of the new public management (NPM) is the introduction of market type mechanisms (MTM) to the running of public service organizations: the marketization of the public service. The marketization of public services aims at a continuous increase in public expenditure efficiency, continual improvements in public services quality, the implementation of the professional management tools in the public sector, and last but not least, charge for public services. Price of public services in mainstream economics theory is connected with preference revelation problem. Economic models explain the relationship between consumer behavior (revealed preferences) and the value of public goods, and thus determine the value of the goods themselves. The aim of the paper is to determine the success of the community model of public service delivery based on the demonstrated preferences of individuals in the consumption of public services / public goods. The direct way of determining the preferences of individuals was used in this paper (willigness to pay and willigness to accept). These preferences will be identified based on the crowdfunding campaign as an example of community model of public goods provision by using survey experiment method. The willingness of individuals to pay is dependent on the individual's relationship with the organisation, the organisation's employees, or sympathise with those for whom the collection is, for whom the project is designed.

scholarly journals Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis

Al-Muzara ah ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 99-107
Author(s):  
Reza Fathurrahman ◽  
Zaenal Abidin ◽  
Anisa Dwi Utami
Keyword(s):  
Public Service ◽  
Demographic Variables ◽  
Service Satisfaction ◽  
Primary Data ◽  
Access To Information ◽  
Government Responsibility ◽  
Public Officials ◽  
Related Services ◽  
The Public ◽  
Ease Of Access

Measurement of public service satisfaction with government services serves as a valuable reflecting point for public officials to improve the public service quality. Pilgrimage to Mecca and Medina in Saudi Arabia is considered as a national duty and government responsibility in countries with a significant number of Muslim citizens. This article analyzes primary data from the 2019 national public service satisfaction survey on hajj-related services within Indonesian territory collected by the Ministry of Religious Affairs to examine variation across demographic backgrounds. 1,491 respondents participated in the survey representing individual appraisals toward various services during departure and returning phases. The main focus of investigation are the six selected service dimensions, namely, 1) Individual capability, 2) Ease of access to information, 3) Service procedures, 4) Speed of service, 5) Facilities and infrastructure, and 6) Cost-related perception. The results of regression analysis support diverse roles of demographic variables in explaining variance in public service satisfaction feedback. The empirical findings suggest that people with a higher-level education are more likely to experience less satisfaction. Meanwhile, females are likely to perceive higher satisfaction with the provided services than the males.

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