scholarly journals The interrelationship between strategy as practice and public service innovation and delivery: Academic history and evidence from Kuwait

2021 ◽  
pp. 151-162 ◽  
Author(s):  
Jarrah Al-Mansour
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Public Services ◽  
Time Span ◽  
Governance Reform ◽  
Innovative Strategy ◽  
The Public ◽  
Academic History ◽  
Strategy As Practice ◽  
Two Stages

Despite the rare use of the term ‘strategy’ in public and voluntary sector organizations, recent research has seen the use of both the strategy and strategy-as-practice concepts in regulating the innovation perspective within the public sector. The available literature on innovation, strategy, and service delivery within the public sector offers positive insights into forming a new concept of innovation within the public organization sphere. Using a systematic review, we aim to understand the integration of the strategy-as-practice perspective into the public service ethos to drive the innovation perspective forward. The review was performed in two stages, 855 documents were retrieved in the first stage that covered a five-year time span, while 8,620,000 documents were retrieved in the second stage that covered a twenty-three-year time span. We further supported our argument through a quantitative questionnaire with 93 respondents from Kuwait. The findings of the research indicate that public sector policymakers need to pay attention to the social complexity of their context in order to innovate delivered public services. Furthermore, policymakers need to adopt new innovative schemes including innovative strategy practices, digital governance, reform ethos, and mutual constitution in their strategies in order to ensure the innovative public services that are required by their communities.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals Corporate succession practices: A public sector perspective

2016 ◽  
Vol 13 (4) ◽  
pp. 441-446
Author(s):  
Nomalinge Amelia Pita ◽  
Chengedzai Mafini ◽  
Manilall Dhurup
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Succession Planning ◽  
Quantitative Research ◽  
Public Services ◽  
Turnover Intentions ◽  
Pearson Correlation ◽  
Service Employees ◽  
Intentions To Leave ◽  
The Public

In today’s globally competitive and modern environments, organisational future plans often fail due to the lack of succession planning. Literature has shown that in most public services, very little is done to transfer employee skills before they leave the organisation, which largely is attributed to the lack of proper corporate succession planning. This study examined the association between corporate succession planning practices, internal succession barriers and intentions to leave within a public service in South Africa. The study was inspired by the absence of documented evidence of corporate succession planning initiatives, the barriers to succession planning and turnover intentions of employees in the public sector in the South African context. The study is located within a quantitative research paradigm in which a three-section structured questionnaire was administered to a sample of 243 public service employees. Two factors; namely, replacement planning and employee development/grooming were extracted using exploratory factor analysis. The Pearson correlation coefficient showed that corporate succession planning practices and internal succession barriers are negatively related to intentions to leave in the public service. Regression analysis showed that replacement planning and employee grooming are predictors of intention to quit. The results of the study are significant in that they facilitate the development as well as the effective implementation of succession planning initiatives that enable public services to improve human resource practices and counter any existing barriers to internal succession.

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 Co-Production of Digital Public Services in Austrian Public Administrations

2021 ◽  
Vol 11 (1) ◽  
pp. 22
Author(s):  
Noella Edelmann ◽  
Ines Mergel
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
New Technology ◽  
Digital Transformation ◽  
Public Service Delivery ◽  
The Public ◽  
Digital Service

In the digital transformation of public administrations, objectives are no longer simply the implementation of new technology, but the involvement of all stakeholders into the process of digitalization. The Digital Roadmap of the Austrian government emphasizes the need of co-production of public services as a key element to public service delivery and, subsequently, innovation of the public sector. To understand how co-production in digital service delivery is implemented in Austria, we conducted interviews with 41 experts from public administrations in order to understand who is involved in such processes, how they are involved, and what outcomes are to be achieved.

scholarly journals PELAKSANAAN ASAS PELAYANAN PUBLIK PADA PUSKESMAS SIMPANG BARU KOTA PEKANBARU

Jurnal Niara ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 120-129
Author(s):  
Harapan Tua F S ◽  
Syofian Syofian
Keyword(s):  
Public Sector ◽  
Data Collection ◽  
Health Center ◽  
Public Service ◽  
Qualitative Method ◽  
Public Services ◽  
Public Institution ◽  
The Public

Public services are the result of organizing organizations. Starting from all forms of activities in the arrangement, guidance, guidance, providers of facilities, services and others carried out by organizations engaged in the public sector. One public institution that organizes public services is the puskesmas while still paying attention to the principles of public service created by the institution in providing services to the community. The purpose of this study was to study the principles of service at the Simpang Baru Health Center, Simpang Baru Village, Tampan District, Pekanbaru City. The researcher uses a qualitative method that describes the implementation of the principles of public service by studying and studying the theory as a guide. Research informants are Puskesmas employees and the community as patients at Puskesmas with data collection techniques namely observation and interviews.

scholarly journals Marketing of Public Services

2018 ◽  
Vol 51 (1-2) ◽  
pp. 60
Author(s):  
Madhavi Ayyagari ◽  
Sanjai Parahoo ◽  
Heather Lea Harvey
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Travel Behavior ◽  
Service Management ◽  
Public Services ◽  
Structural Model ◽  
The Public ◽  
Customer Perceived Value ◽  
Efficiency And Effectiveness ◽  
The Impact

Public services are provided by government and have been traditionally supply-oriented. Changing citizen expectations put pressure on government agencies and public sector organizations to be accountable for efficiency and effectiveness. Further, the quest to enhance international competitiveness by ranking high in the echelons of world’s best governments, led to the adoption of proven marketing philosophy and methodologies in the domain of public service as well. The present study aims at examining the impact of Service quality, Reputation and Consumer Engagement on Customer Perceived Value, Satisfaction and Loyalty for an important public service viz., Dubai Metro which operated in an intensely competitive market. The study aimed at developing and empirically testing a structural model of travel behavior based on variables such as satisfaction, value, quality, reputation and engagement that have been found to drive loyalty in various industry settings. An understanding of the drivers of satisfaction contributes to the government’s aim of delivering services that rival the best in the private sector; contributes to the neglected public service context in the service management literature and captures insights that help the shift to service-dominant thinking within the public sector.

scholarly journals Public – private partnership

2011 ◽  
Vol 6 (2) ◽  
pp. 77-87 ◽  
Author(s):  
Johans Tveit Sandvin ◽  
Frode Bjørgo ◽  
Gunn Strand Hutchinson
Keyword(s):  
Public Sector ◽  
Social Services ◽  
Public Service ◽  
Public Services ◽  
Welfare States ◽  
Voluntary Organizations ◽  
Non Profit ◽  
The Public ◽  
Voluntary Organisations ◽  
Voluntary Cooperation

Public-private partnerships have long been highly valued in Western welfare states, and the valuation of such cooperation has become even stronger in light of last year’s economic turbulence, particularly with voluntary non-profit organizations (VNPOs). At the same time, the voluntary sector is changing. The broad popular movements have generally declined in favour of more individual interests as the basis for forming VNPOs, and those organisations still involved in the provision of social services are becoming more and more similar to public service, due to requirements placed on them by the public sector. This is believed to have consequences for the value of such cooperation. If voluntary organisations in public services – or other private organisations for the matter – are becoming copies of public services, there is not much value to be gained from such cooperation, except for some financial gain.In this article, we argue that this conclusion is based on a rather narrow perception of public-voluntary cooperation. Research and debate on such cooperation are mainly preoccupied by what we call supplementary relations, in which voluntary organizations are assessed according to whether they can deliver cheaper or better services than the public sector. Based on an example of public-voluntary cooperation in preventive social work among young adults in Norway, the article show that public-voluntary collaboration can be truly valuable when it is based on a complimentary relation, in which parties collaborate because they command different resources equally important to the task at hand.

On Westminster

2017 ◽  
Author(s):  
R. A. W. Rhodes
Keyword(s):  
Public Service ◽  
Comparative Politics ◽  
Textual Analysis ◽  
Public Services ◽  
Primary Sources ◽  
Area Studies ◽  
The Public ◽  
Parliamentary Government ◽  
British Commonwealth

This chapter is not an example of comparative politics but of area studies, a field that is descriptive, cultural, historical, and contextual, seeking to analyse a country or region. The chosen area is the dominion countries of the British Commonwealth. The chosen method is the textual analysis of primary sources: speeches, writings, evidence to inquiries, and interviews by heads of the public services. This chapter analyses how the heads of the public services articulate the traditions of ‘constitutional bureaucracy’ found in Westminster systems of parliamentary government and selectively draw on past understandings to understand present-day changes. It describes traditions under challenge that reshape reforms as reforms reshape them. In each case, it is not a question of ‘in with the new, out with the old’, but of ‘in with the new alongside key components of the old’. The myths and legends of yore remain germane to the modern public service.

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