Influence of Pos Giro Mobile (PGM) in Running the Service Process of PT. Pos Indonesia (Case Study at Padangsidimpuan Post Office)

Along with the rapid development of technology, business people are required to be able to use the internet as a medium for doing business online in order to increase service effectiveness so that customers can access services easily anywhere and anytime. This study aims to analyze how the role of Pos Giro Mobile (PGM) in carrying out the service process of PT. Indonesian post. The research method used is descriptive by examining what are the benefits and how to introduce PGM to the community as well as what obstacles are passed. The results showed that PT. Pos Indonesia has introduced the Pos Giro Mobile (PGM) product to the public. However, people who lack knowledge of technology become one of the obstacles so that PT. Pos Indonesia decided to socialize directly as well as teach how to use the application.

Impact of Outsourcing on Effectiveness of Call Center Services

Call center is the frontline of communicating with customers. This paper reports the findings of a survey on service effectiveness of call center operations of mobile communication service providers in Turkey that either use in-house or outsourcing method. The primary objective of this paper is to explore how the customers of mobile communications service provider companies perceive the inbound call center processes for speed, easiness of use, first call resolution, effective inquiry and in doing that what qualities they display. For this purpose a survey was conducted with the customers who use call centers either to make an inquiry or to complain about the services. The aims were: to specify the typical behavior of mobile communications service users; how the firms handle inquiries or complaints; if they solve the problems for good and in what time or how long it takes to get an answer practically useful; to reveal the speed and timeliness of the processes. The survey was conducted with the mobile phone users in a highly populated area of Istanbul.

Taxpayer's Compliance: Towards Voluntary Compliance

The understanding of taxpayers' regulatory compliance still remains a big question. There have been some studies discussing about the taxpayers' regulatory compliance. Its variety of variables covers: 1) tax cognition, 2) tax understanding, 3) sunset policy, 4) tax amnesty, 5) tax sanction, 6) taxpayer awareness, 7) tax authorities service, 8) taxpayer's willingness, 9) perception on service effectiveness, 10) tax automation, 11) taxpayer's environment, 12) tax tariff, and 13) many more. A number of studies on the taxpayers' regulatory compliance mentioned indicate that this topic is still a special concern, and the main focus tends to center on the factors affecting on the taxpayers' regulatory compliance. This study does not refocus on influencing factors on the taxpayers' regulatory compliance. This study aims to criticize the understanding of the prospective and the taxpayers' about the taxpayers' regulatory compliance. It is sometimes measured from administrative regulation, punctuality, or willingness for payment. Unfortunately, self-understanding about the taxpayers' regulatory compliance has not been seriously taken for implementation. This topic is very interesting since there have been many topics talking about tax planning, self-corruption by taxpayers (an effort to reduce the reported amount of income tax), or some efforts to analyze influencing factors on the taxpayers' regulatory compliance, but does not study the definitions of it. Keywords: Taxpayer's Compliance; Voluntary Compliance; Awareness; Qualitative Research

Can integrated care improve the efficiency of hospitals? Research based on 200 Hospitals in China

Background The shift towards integrated care (IC) represents a global trend towards more comprehensive and coordinated systems of care, particularly for vulnerable populations, such as the elderly. When health systems face fiscal constraints, integrated care has been advanced as a potential solution by simultaneously improving health service effectiveness and efficiency. This paper addresses the latter. There are three study objectives: first, to compare efficiency differences between IC and non-IC hospitals in China; second, to examine variations in efficiency among different types of IC hospitals; and finally, to explore whether the implementation of IC impacts hospital efficiency. Methods This study uses Data Envelopment Analysis (DEA) to calculate efficiency scores among a sample of 200 hospitals in H Province, China. Tobit regression analysis was performed to explore the influence of IC implementation on hospital efficiency scores after adjustment for potential confounding. Moreover, the association between various input and output variables and the implementation of IC was investigated using regression techniques. Results The study has four principal findings: first, IC hospitals, on average, are shown to be more efficient than non-IC hospitals after adjustment for covariates. Holding output constant, IC hospitals are shown to reduce their current input mix by 12% and 4% to achieve optimal efficiency under constant and variable returns-to-scale, respectively, while non-IC hospitals have to reduce their input mix by 26 and 20% to achieve the same level of efficiency; second, with respect to the efficiency of each type of IC, we show that higher efficiency scores are achieved by administrative and virtual IC models over a contractual IC model; third, we demonstrate that IC influences hospitals efficiency by impacting various input and output variables, such as length of stay, inpatient admissions, and staffing; fourth, while bed density per nurse was positively associated with hospital efficiency, the opposite was shown for bed density per physician. Conclusions IC has the potential to promote hospital efficiency by influencing an array of input and output variables. Policies designed to facilitate the implementation of IC in hospitals need to be cognizant of the complex way IC impacts hospital efficiency.

Efektivitas Layanan Bimbingan Klasikal dengan E-Learning melalui Pembelajaran Berbasis Project untuk Meningkatkkan Resiliensi Kepala Sekolah di Masa Covid-19

[E-LEARNING BASED CLASSICAL COUNSELING SERVICE EFFECTIVENESS THROUGH PROJECT BASED LEARNING TO INCREASE THE RESILIENCE OF KINDERGARTEN PRINCIPALS IN THE TIME OF COVID-19]. This study aimed to improve project learning-based classical service supervision to increase the resilience of kindergarten principals in East Jakarta. This type of research was experimental research with one group pretest-posttest design. The research subject was the principal of a kindergarten in East Jakarta. The population in this study was 30 people. The sampling technique used was saturated sampling of 30 people. The research was conducted from November to December 2020. The research instrument used was a resilience scale compiled by the researchers themselves, with a validity of 0.308 (Pearson Product Moment) and 0.811 reliability (Alpha Cronbach), data normality test with the Shapiro test. -Wilk (0.318> 0.05). The data analysis technique used parametric statistics with paired sample t-test with (t = .- 36.870, p <0.05). The results of the study provided an understanding that classical services with project-based learning are effective in increasing the resilience of kindergarten principals.

1295 Virtual Fracture Clinic: An Audit of Referral Quality and Service Effectiveness

Aim Assessment of referral quality to the virtual fracture clinic (VFC) at the Liverpool University Hospital foundation trust compared to the standards set out by the Glasgow virtual fracture clinic pathway. As a secondary aim the effectiveness of the VFC in diverting patients not requiring further clinical management away from face-to-face specialist physical fracture clinics (PFC) was assessed. Method Outcomes of 1st attendances were collected for standard PFC's before the implementation of the VFC at our centre. This data was comparatively analysed to the outcomes of 1st ‘attendances' of VFCs post-service implementation. To assess VFC referral quality fracture type was recorded and compared to the standard set out by the Glasgow virtual fracture pathway which states that a selection of simple stable fractures should be discharged from ED directly with patient advice and telephone support. Results We analysed 529 PFC first attendances and 402 VFC first attendances. We saw a variety of simples stable fractures (21%) in the VCF including: Distal radial, Fifth metatarsal, Minor radial head, Fifth metacarpal, Mallet finger, which could have been managed with direct ED discharge and telephone support. 19.4% of PFC attendance resulted in discharge without a change in management as compared to 22.1% of 1st attendances for the VFC. Conclusions The VFC clinic has shown itself as an effective service in re-directing patients from face-to-face appointments, evidenced by the comparative rates of patient discharge on first attendance. This study has laid the foundation for improving referral quality to the VFC. Collaborative efforts between Orthopaedics and ED could improve VFC clinic efficiency further.

3D Visibility Analysis for Evaluating the Attractiveness of Tourism Routes Computed from Social Media Photos

Social media is used nowadays for various location-based applications and services, aspiring to use the vast and timely potential of user-generated content. To evaluate the correctness, reliability and potential of these applications and services, they are mostly evaluated in terms of optimization or compared to existing authoritative data sources and services. With respect to route planning, criterion optimization is mostly implemented to evaluate the service effectiveness, in terms of, e.g., length, time or visited places. These evaluations are mostly limited in their effectiveness at presenting the complete experience of the route, since they are limited to a predefined criterion and are mostly implemented in two-dimensional space. In this research, we propose a comprehensive evaluation process, in which a tourism walking route is analyzed with respect to three-dimensional visibility that measures the attractiveness of the route relating to the user perception. To present our development, we showcase the use of Flickr, a social media photo-sharing online website that is popular among travelers that share their tourism experiences. We use Flickr photos to generate tourism walking routes and evaluate them in terms of the visible space. We show that the 3D visibility analysis identifies the various visible urban elements in the vicinity of the tourism routes, which are more attractive, scenery and include many tourism attractions. Since urban attractivity is often reflected in the photo-trails of Flickr photographers, we argue that using 3D visibility analysis that measures urban attractiveness and scenery should be considered for the purpose of analysis and evaluation of location-based services.