Citizens' Use of the Internet and Public Service Delivery

This article examines citizens' use of the Internet as a popular feedback mechanism, and argues that it can help improve institutional performance. Specifically, it assesses the relationship between Internet penetration rate and public service delivery across 31 first-level administrative divisions in People's Republic of China from 1997 to 2014. A hierarchical linear modelling was conducted using secondary data released by the National Bureau of Statistics and the China Internet Network Information Centre. The result shows a positive relationship between Internet penetration rate and public service delivery when controlling for GDP per capita and education level. The positive relationship increases over time in general. The implications of Internet use for performance-based legitimacy and its impact on political change (or stability) in the authoritarian context are further discussed.

Talent management: A 'recipe' for public service delivery in the fourth industrial revolution

The article was based on an interpretive paradigm, which adopts a qualitative desktop review approach. Various document sources that inform 4IR and talent management within the local government context in South Africa were employed. The two cities of Johannesburg and Ekurhuleni were used as case studies to examine their talent management strategies in the 4IR. The analysis of documents has shown that the 4IR can enable accelerated delivery of services; increase access to services; improve community participation; and more significant social accountability. Nevertheless, some municipalities in South Africa do not have enough resources and skills capacity to implement ICT/4IR measures to improve services; hence managing talent in key technical jobs has become an impediment. The absence of institutional readiness among local municipalities is a huge deterrent to managing talent needed to drive service delivery in the 4IR. The study concludes that to achieve efficient public service delivery within the 4IR, local municipalities should retain talent to manage the digital technologies that demand skilled expertise. The article recommends the government develop policies that offer guidance to local municipalities on managing specified sets of talents that are deemed crucial to enhancing socio-economic development in the 4IR.

Organizational Culture and Employee Performance: Assessing the Influence on the Implementation of Public Services During The Covid 19 Pandemic

Public service providers during the COVID-19 pandemic face challenges in realizing quality services. At this time, service providers need the support of an organizational culture that is sensitive to change and optimal employee performance. Therefore, to determine the influence of organizational culture and employee performance in public services, this study is directed to analyze organizational culture and employee performance in supporting the implementation of quality public services in agencies engaged in public services in Central Mamuju Regency. In order to obtain objective research results, quantitative methods were used. Research data were obtained from questionnaires distributed to 102 samples, which were then strengthened by the results of interviews and secondary data related to the research topic. The results showed that the relationship between organizational culture and employee performance in influencing the quality of public service delivery during the COVID-19 pandemic was inseparable from the leadership and financial management factors of the organization. Leaders who cannot make decisions in favor of employees reduce employee work motivation. In addition, the use of applications as a solution for public service delivery during a pandemic cannot be utilized properly due to a lack of management budget. So that organizational culture and employee performance in public service agencies in Central Mamuju Regency cannot encourage the implementation of quality public services for the community during the COVID-19 period.

Promoting Information and Communication Technology in Online Service Delivery in Vietnam

Applying Information and Communication Technology (ICT) to public service deliverycontributes to transparency, accountability, and cost-saving to improve administrative efficiency. Thisapplication has become an inevitable trend for administrative reform worldwide. This paper examines thepolicy of promoting ICT in public service delivery and its implementation in Vietnam. Recently, theVietnamese government has created a thoroughly legal foundation to develop information infrastructurefor public service delivery. However, online public service delivery results are still lower than expected,and the online service index in Vietnam has just reached the average level of the world. Therefore, toencourage citizens to use online public services, the government should improve the personalidentification data system and promote propagating and popularize online public services. Thegovernment also should protect personal data and administrative system security to ensure organizationalsystem safety and efficiency.

Autonomy of Public Service Delivery Units in Vietnam: An Institutional Perspective

<p>Intrigued by the burgeoning commercialisation of public services in Vietnam, this research seeks to understand the nature of autonomy that public service delivery units have been given as part of the greater effort of the Government of Vietnam to separate business and service provision from state management. In addressing this objective, the research bases its analysis on historical institutionalism and sociological institutionalism that illuminate insights into institutional factors shaping the autonomy policies and the implementation of the policies in practice. The main data sources the research draws on are legal documents, government reports and in-depth interviews with managers and staff of public service delivery units. The research findings illustrate that autonomy is very limited in many aspects of management because the autonomy reforms are largely influenced by the socialist-oriented market path dependence. Amidst the exhaustion of resources and legitimacy due to the regime’s flawed economic structure and inherent problems of cronyism and corruption, autonomy is utilized primarily as a strategic instrument to mobilize resources indispensable for the socialist survival. This policy direction creates incentives for the various forms of rent-seeking and corrupt behaviour among public service delivery units, occasioning the rapid and aggressive commercialization of public services. While the root of these problems lies in the intent of the policies, these problems are further nurtured by historical and cultural factors, and seriously compounded by the absence of an effective regulatory and accountability system and the lack of political commitment to fight corruption from the top leaders. The research addresses the gap in the academic literature by offering an illuminating insight into the nature of autonomy of a country context and demonstrating the merit of converging historical institutionalism and sociological institutionalism for the study of public policies. The research’s significant contribution to policy-making is that it highlights the need to build institutions to fit in well with the reform ideas, especially when such ideas are borrowed or transferred from advanced countries with well-developed institutional foundations.</p>

Autonomy of Public Service Delivery Units in Vietnam: An Institutional Perspective

<p>Intrigued by the burgeoning commercialisation of public services in Vietnam, this research seeks to understand the nature of autonomy that public service delivery units have been given as part of the greater effort of the Government of Vietnam to separate business and service provision from state management. In addressing this objective, the research bases its analysis on historical institutionalism and sociological institutionalism that illuminate insights into institutional factors shaping the autonomy policies and the implementation of the policies in practice. The main data sources the research draws on are legal documents, government reports and in-depth interviews with managers and staff of public service delivery units. The research findings illustrate that autonomy is very limited in many aspects of management because the autonomy reforms are largely influenced by the socialist-oriented market path dependence. Amidst the exhaustion of resources and legitimacy due to the regime’s flawed economic structure and inherent problems of cronyism and corruption, autonomy is utilized primarily as a strategic instrument to mobilize resources indispensable for the socialist survival. This policy direction creates incentives for the various forms of rent-seeking and corrupt behaviour among public service delivery units, occasioning the rapid and aggressive commercialization of public services. While the root of these problems lies in the intent of the policies, these problems are further nurtured by historical and cultural factors, and seriously compounded by the absence of an effective regulatory and accountability system and the lack of political commitment to fight corruption from the top leaders. The research addresses the gap in the academic literature by offering an illuminating insight into the nature of autonomy of a country context and demonstrating the merit of converging historical institutionalism and sociological institutionalism for the study of public policies. The research’s significant contribution to policy-making is that it highlights the need to build institutions to fit in well with the reform ideas, especially when such ideas are borrowed or transferred from advanced countries with well-developed institutional foundations.</p>