Services For Citizens Research Articles

MitraBotBot : Your one step guide towards all loans and schemes

Simply, the digital governance accelerates citizen-government service interaction more with simple tools. In the paper, a chatbot will be developed using web scraping techniques dynamically collecting and updating needed information from government websites based on eGovernance. This will facilitate meaningful, intuitive conversations between users and the language model, Llama 3.2, making the access to public data and services even more interesting. All this will be collected in real time by the web scraper: knowledge base of the chatbot, including policies issued, deadlines covered by the government, citizen services offered, and many more. Inserting language comprehension and conversational capabilities of Llama 3.2 with gathering data in real time would be expected to create ease of interaction for the user, with minimum delay in information, and a realistic answer to citizens' inquiries. Discussions also include issues when web scraping on public websites is applied, legal perspectives, and efficiency in the integration of large language models into eGovernance systems. Results are readily available, responsive, and satisfactory concerning user satisfaction for AI-powered government service chatbots. Index Terms-Chatbot, eGovernance, Llama 3.2, Natural Language Processing

The self-assessment of quality culture and dimensions of social responsibility on the example of Pomeranian public organizations - winners of the Pomeranian Quality Award

The research problem is as follows: What is the level of quality culture in public organizations participating in the competition for the Pomeranian Quality Award? The purpose of the study is to identify the level of quality culture in selected public organizations and identify the strengths and weaknesses of the quality culture of these organizations. A self-assessment, desk research, expert evaluation, and the method of synthesis and logical inference were used as research methods. The surveyed organizations were rated very highly, both in terms of the level of quality culture and their commitment in terms of social responsibility. In the first and second cases, according to the adopted scale according to R. Kolman, the prevailing rating is excellent and outstanding. In both cases, the strength is the ongoing cooperation with the local and regional environment, as well as functioning under management systems, as well as the implementation of various programs for the natural environment and climate. The weaknesses of some organizations include reluctance to report workplace improvements and not documented, effective ways of communicating with their suppliers or subcontractors The main limitation is the small number of subjects, which does not allow generalizations. A second limitation is the lack of studies of a similar nature, involving, for example, public organizations participating in other regional competitions. The dimensions of the social responsibility of organizations are taken into account, including the impact of their activities on the society and natural environment in which they operate. The solutions used in these organizations can serve as good practices for implementation in other public entities, contributing to improving the quality of services for citizens. This is the first research paper when it comes to national quality competitions and the phenomenon of quality culture and corporate social responsibility.

Digitalisation of administrative services: current status and prospects for citizens

Today’s world is characterised by a high level of implementation of the latest technologies in all aspects of society and the functioning of the state. This is also reflected in the digitalisation of administrative services in order to provide them in a much faster and more efficient manner than offline. This is the relevance of the study, as the pace of digitalisation is increasing every year and Ukraine has already achieved significant results in recent years. In order to continue moving in this promising direction, it is also necessary to take into account the experience of advanced countries in the digitalisation of public services, so that the development and electronic provision of administrative services can be even more comprehensive and thorough. In this regard, the purpose of the research is to analyse the current state of digitalisation of public services in Ukraine, identify key achievements and their detailed description, identify benefits for citizens and challenges faced in the course of digitalisation, analyse the situation with the adaptation of digitalisation of administrative services to the challenges of war, gain a deep understanding of the experience of foreign countries and provide recommendations for Ukraine based on the information received, as well as summarise further prospects for the digitalisation of administrative services for Ukrainian citizens. To achieve this goal, we used the following methods of scientific knowledge, namely: general philosophical method, descriptive method, method of system analysis, synthesis, dialectical method, and comparative method.

Model Checking Spatial Reachability Specifications of Public Transport Networks

Well-designed spatial configurations of public transport stops and routes in big cities contribute to enhancing daily travel services for citizens, effectively mitigating traffic congestion, and addressing other pertinent challenges. When examining spatial layouts of public transport networks (PTNs), various reachability demands between stops or urban Points of Interest (POIs) are crucial issues should be firstly taken into account. Existing methods to investigate spatial reachability properties of PTNs generally need to construct some evaluation functions, or survey reachability metrics through some network analysis techniques. These methods are often impractical, as the functional relations always cannot be accurately defined, or some global network metrics cannot provide explicit evidences for PTN layout planning or optimization.In this paper, we introduce spatial model checking techniques to the formal verification of the reachability specifications of PTN to guarantee the rationality of PTN layout. First, we extend closure space structure by incorporating attribute labeling functions and logical propositions for public transport stops and routes to develop a formal spatial verification model for PTN spatial layout. Second, we propose several novel reachability operators based on the logical operators of the Spatial Logic for Closure Space (SLCS) to facilitate the logical characterization of reachability specifications. Third, we perform the verification of the transformed reachability formulas by the spatial model checker topochecker. Examples demonstrate the effectiveness of our approach and indicate that it can perform automatic, descriptive and comprehensible verification of the reachability properties PTN layouts.

Kualitas Pelayanan Administrasi di Desa Noelbaki Kecamatan Kupang Tengah Kabupaten Kupang

One of the most crucial tasks of government is to ensure quality public services for citizens. Therefore, government agencies are often referred to as “public servants” or “public service”. In the provision of services to the community, there are still many service implementing employees who do not understand how important quality services to citizens are and have not been fully implemented properly. The purpose of this study was to understand how the quality of service administration in Noelbaki Village, Central Kupang Sub-district, Kupang Regency. This study used qualitative research methods, which are descriptive in nature. The findings of this study show that the quality of community services at the Noelbaki Village Office, seen from the perspective of the five dimensions that affect administrative services, there are two aspects that have not run optimally. Therefore, employees should further improve the quality of services and improve their service skills and discipline.

REFORMS AND IMPROVEMENT INITIATIVES IN GOVERNMENT OF BANGLADESH: FIELD OBSERVATION AND ANALYSIS (2010-2018)

When it comes to improving citizen service delivery standard and processes, or broadly, management in government (MIG), many reform programs and improvement efforts are ongoing across different ministries, departments, and agencies. As part of a larger field research, this paper investigates what those programs and projects are, and how they are doing, and what the gaps are. Analyzing the publicly available data on the government portal and donors’ website, this article provides an overall idea of current reforms in various places of government. In parallel, field research was conducted through visiting agency offices, observing office environment and mechanisms, and interviewing public managers who are working at district and sub-district level offices of directorates or agencies. As a trend, state-led development process and the traditional mode of administration have moved to New Public Management based quality and performance approach. All donors have their own strategy framework document like ‘Country Assistance strategy’, ‘Country Operations and Business Plan’, Logical Framework Document, etc. Many of the projects are sectoral and agency or ministry specific, having inherent limitations, due to ‘cadre’ based organizational structural arrangement. It is common ‘not to own the projects’, rather ‘using the fund as much as possible anyway within the given project duration’. When the fund ends, implementing units or agencies leave the projects alone. That is why many projects are actually half done without significant and sustained direction.

The Impact Of Digital Government On The Modernization Of The State: Systematic Review

This article aims to analyze the implementation of the Digital Government in Peru within the framework of the State Modernization Policy. For this purpose, a systematic review was used as the main analysis methodology. Inclusion and exclusion criteria were established based on the research question "What is the current level of implementation of the Digital Government in Peru within the framework of the State Modernization Policy?". The results of this systematic review reveal trends in the modernization of the State, highlighting progress in the implementation of digital technologies to increase the efficiency of government and the provision of citizen services. In conclusion, this analysis provides an overview of the state of Digital Government in Peru. Likewise, it allows us to identify areas of opportunity and improvement in the effective modernization of the State through digital technologies, to guarantee more efficient management focused on the well-being of citizens.

The synergy between human factors, public digitalization and public administration in the European context

Public sector digitalization and human factors are being recognized as key drivers of efficient public administration. To maintain effective public administration, it is imperative for economies to recognize the mediating role of public digitalization in the relationship between human factors and administrative performance. However, the interplay between these elements and their impact on governance efficiency remain underexplored. We draw insights from institutional theory to develop and test a theoretical model to assess the mediating role of public digitalization in the relationship between human factors and public administration. Using a panel dataset of EU27 countries from 2018 to 2023, this study employs structural equation modeling (SEM) to analyze the direct and indirect effects of human factors, public digitalization, and public administration. The results revealed that human factors have a positive direct relationship with public administration. The findings also show that human factors have a significant positive influence on public digitalization, emphasizing the importance of investing in human capital development. Furthermore, public digitalization is shown to have a direct positive impact on public administration, confirming its role in enhancing efficiency, and citizen-centric service delivery. Notably, public digitalization significantly mediates between human factors and public administration, highlighting its critical role in enhancing administrative processes. This study highlights the importance of investing in employee training and development, integrating human factors into policymaking, and leveraging digital tools for human capital. The successful digital transformation of public administration is not solely a technical challenge but also a sociocultural one, requiring alignment with existing institutional norms, values, and expectations.

Common open source WebGIS platform for spatial and non-spatial data to enhance health services in Sri Lanka

This study explores the transformative potential and current limitations of Geographic Information Systems (GIS) in the context of Sri Lanka's health sector and broader development initiatives. Despite the global GIS market's expected growth to billions by 2025, driven by its adoption in infrastructure, urban planning, and the integration with emerging technologies, its application in critical areas such as public health, disaster management, and citizen services remains underutilized. This underutilization stems from a lack of ground-level information, limited knowledge of GIS capabilities, restricted access to essential geospatial data, and the high cost of GIS software. This paper discusses the significant hurdles in obtaining updated and comprehensive citizen, household, and health-related information, which impedes effective planning and decision-making within the health sector of Sri Lanka. It further examines the initiatives by the Ministry of Health, supported by the Asian Development Bank, to implement a GIS-based Health Mapping System focused on infrastructure and inventory management of health facilities, yet lacking in integrating critical citizen data for demand analysis of health services. The study underscores the necessity for a comprehensive "Geographical Citizen Information System for the Health Sector in Sri Lanka" akin to those in developed countries, to host, process, and analyze spatial and non-spatial information for enhanced policymaking and development planning. Through an analysis of current challenges and the exploration of potential solutions, this paper advocates for an integrated approach to harness the full capabilities of GIS technologies, thereby enabling more informed and effective governance in Sri Lanka’s Health sector.

A INTELIGÊNCIA ARTIFICAL COMO FERRAMENTA DE EFICIÊNCIA NA ADMINISTRAÇÃO PÚBLICA

The article “Artificial Intelligence as a Tool for Efficiency in Public Administration” explores the growing role of AI in optimizing government operations and improving the delivery of public services. Focusing on AI’s capabilities to process and analyze large volumes of data, the article discusses how this technology can be used to enhance efficiency, transparency, and responsiveness in government services. The text highlights several key applications of AI in public administration, including large-scale data analysis and processing, automation of bureaucratic processes, and customization of services to citizens. These technologies, equipped with machine learning and natural language processing, enable better resource management, faster citizen service, and more efficient operations less susceptible to human errors. Beyond the benefits, the article also addresses the challenges associated with implementing AI in the public sector, such as technical, ethical, and privacy issues. Concerns about algorithmic bias, data quality, and integration with legacy systems are discussed in detail. The article emphasizes the need for robust policies and adequate training for public employees as essential for successful AI integration. Finally, the discussion concludes with the view that while AI has the potential to significantly transform public administration for the better, a careful and regulated approach is vital. The success of this integration depends not only on technological advancements but also on a commitment to ethical practices and the development of public policies that guide its responsible use.

Artificial Intelligence in Governance: Opportunities, Challenges, and Ethical Implications for Public Administration

The integration of Artificial Intelligence (AI) in the public sector presents both unprecedented opportunities and significant challenges for governments worldwide. This article examines the multifaceted impact of AI on public administration, exploring its applications in service delivery, urban planning, public safety, and administrative efficiency. While AI offers substantial benefits, including enhanced decision-making, cost savings, and improved citizen services, it also raises critical concerns regarding bias, privacy, accountability, and workforce displacement. This article provides a comprehensive analysis of the ethical considerations surrounding AI deployment in governance, emphasizing the need for transparency, inclusivity, and human oversight. By critically evaluating both the promises and perils of AI in public sector operations, this article contributes to the ongoing discourse on responsible AI adoption in government. The findings underscore the importance of developing robust governance frameworks that can harness AI's potential while safeguarding citizens' rights and ensuring equitable service delivery. As governments navigate the AI revolution, this article offers insights into strategies for balancing technological advancement with ethical governance, paving the way for a more efficient, fair, and responsive public sector.

The Cost of Coordination Failures: Impacts on Urban Development Projects and Citizen Services in Bangladesh

Rapid urbanization in Bangladesh places significant pressure on City Corporations to effectively plan and implement urban development projects, often in collaboration with national agencies. However, coordination failures are prevalent, leading to significant costs and hindering urban development. This study investigates the challenges in service delivery coordination faced by City Corporations in Bangladesh, focusing on Cumilla and Dhaka as case studies to understand the complexities of coordination in varying urban contexts. A qualitative research approach was employed, involving semi-structured interviews with 110 stakeholders across both cities. This included 40 City Corporation officials, 30 government agency representatives, and 70 community representatives, ensuring a multi-faceted understanding of the issue. Data was analyzed using thematic analysis and interpretive techniques to identify recurring patterns and themes related to coordination challenges, their consequences, and potential solutions. Rigor and trustworthiness were ensured through data triangulation, member checking, and reflexivity. The study identified several key coordination challenges, including dysfunctional coordination committees, power struggles between City Corporations and national agencies, non-compliance with regulations, unclear roles and responsibilities, dual control over tasks, breaches of agreements, political interference, self-serving leadership, and inadequate corrective measures. These challenges hinder project progress and negatively impact citizens, leading to subpar work quality, project delays, funding withdrawals, poor service delivery, financial waste, and increased public distress. In conclusion, this study underscores the urgent need for improved coordination mechanisms, accountability frameworks, and capacity-building initiatives to enhance urban development and service delivery in Bangladesh.

Enhancing M-Government service adoption in Saudi Arabia: the role of mobile edge computing in moderating technology acceptance

Purpose Mobile edge computing (MEC) services have long been used by private enterprises in Saudi Arabia with considerable success; however, there has been a stark lack of insight into how these services can be used to improve mobile government (M-Government) services for KSA citizens. This study aims to bridge this gap by integrating MEC with an enhanced version of the technology acceptance model (TAM) and examining its effects on user behavior and acceptance. Design/methodology/approach A closed-ended survey was administered to 1,500 people, and the responses were analyzed using sophisticated advanced statistical techniques to test an expanded TAM, using a quantitative method that uses structural equation modeling to validate the proposed model and hypotheses. Findings This study reveals that MEC significantly influences users’ intentions about using M-Government services and their tolerance for new technology adoption. Specifically, service cost and social influence are positively linked with end users’ intention to adopt M-Government services. Originality/value The novelty and contribution of this paper to existing literature are in highlighting the pivotal role of MEC in transforming public sector service delivery through technology. This study not only supports the adoption of M-Government services to enhance social welfare but also demonstrates and concludes some practical and theoretical ramifications of MEC service adoption.

Assessing Patient Satisfaction in Public Healthcare: The Impact of Professional Relationships, Skills, and Facility Amenities

Introduction: Public healthcare services play an essential role in providing health facilities or services for citizens who seek fundamental medical services. Patients’ satisfaction with healthcare services is mainstream as they are the service consumers. Therefore, it reflects how effective the services that have been given by the health care provider are. Objectives: to investigate the influence of relationships and interaction with healthcare professionals, perception of healthcare professional skills, amenities, and registration and administrative procedures towards patient satisfaction. Methods: A total of 160 sets of questionnaires received from the respondent of purposive sampling through the online survey that was analyzed with descriptive and inferential technique of correlation, and regression.Results: The relationship and interaction with healthcare professionals (β = 0.281, p < 0.01), perception of healthcare professionals' skills (β = 0.396, p < 0.01), registration and administration process (β = 0.117, p < 0.01), and evaluation of amenities, accessibility, and facilities (β = 0.164, p < 0.01) were all significant predictors of patient satisfaction. Conclusions: By prioritizing the development of strong professional relationships, improving perceived skills of healthcare providers, optimizing administrative processes, and upgrading facility amenities, healthcare providers and policymakers can foster environments where patient satisfaction and overall healthcare quality thrive.

고위직 경찰공무원 필요역량 분석

This study aims to identify the competencies of senior police officers. Through qualitative research methods, including domestic and international literature reviews on competencies using bibliometric mapping, in-depth interviews applying phenomenological research methods, and verification of competency importance by a group of subject matter experts, the competencies of senior police officers were derived. The competencies identified are categorized into public security competencies and management competencies. Public security competencies include integrated command capabilities, risk management abilities, communication skills, analytical and evaluation abilities, and organizational planning abilities. Management competencies include strategic thinking abilities, change management capabilities, coordination and integration skills, citizen-oriented competencies, and public service ethics. The derivation of these competencies is expected to enhance the fairness of the promotion system for senior police officers and to promote a competency-based personnel system. This will contribute to increasing organizational competitiveness and improving police services for citizens.

Social services for elderly citizens at home: prevention of cognitive impairment

This article discusses methods for preventing cognitive impairment in older people when organizing social services at home and also determines the connection between the lack of social activity and a decrease in cognitive processes.

Comprehensive review of smart city cybersecurity strategies

With cities rapidly advancing technologically, the rise of smart cities brings innovative solutions to urban challenges. However, this integration of technologies within urban infrastructures introduces new cybersecurity risks. This review explores the cybersecurity issues that smart cities face and discusses strategies to address these threats. Smart cities rely on interconnected networks of devices and systems to enhance efficiency, sustainability, and citizen services. Yet, this connectivity also creates a complex environment that is vulnerable to cyberattacks. A key concern is the wide array of IoT devices deployed across smart city infrastructures, which often lack robust security mechanisms, making them susceptible to exploitation by cybercriminals. The interconnected nature of these systems heightens the potential impact of cyberattacks, posing significant risks to critical infrastructure, public safety, and privacy. Threat actors can exploit vulnerabilities in interconnected systems, disrupting essential services, manipulating data, or even causing physical harm. Since smart cities heavily depend on data-driven decision-making, ensuring data integrity and confidentiality is a top priority. To mitigate these risks, various cybersecurity strategies have been proposed and implemented. These include technical solutions, regulatory frameworks, and collaboration among stakeholders. Technical measures like encryption, authentication mechanisms, intrusion detection systems, and secure software development practices are essential. Additionally, strong access controls and network segmentation can limit the scope of potential attacks. Regulatory initiatives also play a crucial role in improving cybersecurity standards and ensuring compliance among stakeholders. Establishing clear guidelines for data protection, privacy rights, and incident response protocols is vital for safeguarding citizens' interests. Collaborative efforts between government agencies, the private sector, academia, and cybersecurity experts are crucial in sharing information and collectively defending against emerging threats. Securing smart cities requires a comprehensive approach that integrates technical measures, regulatory frameworks, and collaborative efforts to create a resilient and secure urban environment for all citizens. Keywords: Cybersecurity, Smart City, AI, Technology, Security.

Effectiveness of demographic policy measures in addressing population decline in contemporary Russia

Demographic policy is one of the key tasks of almost any state at the present time. It correlates with the solution of pressing problems in the economic and social spheres, directly depends on the state of healthcare, education, migration policy and other factors and directly affects the socio-economic development of both individual regions and the country as a whole. Many Russian and foreign researchers believe that demographic indicators very accurately reflect the socio-economic and political situation of the state. The relevance of the study is due to the fact that for the progressive socio-economic development of any country, positive demographic dynamics are necessary. The main sign of the negative demographic situation that has developed in modern Russia and a number of countries, primarily European, is the growing scale of depopulation (population extinction). The purpose of this work was to analyze the existing demographic policy of Russia and compare demographic trends in Russia and other countries. The work uses methods of statistical data analysis, comparison of statistical indicators of fertility, mortality, natural population decline, migration, marriage rates in Russia and the Republic of Srpska, methods of retrospective analysis, research of the institutional environment created by the action of state and national programs “Demography”, “Providing accessible and comfortable housing and public services for citizens of the Russian Federation”, “Strategy of socio-economic development for the period until 2024”, Presidential decrees, etc. Research has shown that despite measures taken to overcome the demographic crisis, Russia’s population continues to decline. According to the Federal State Statistics Service of the Russian Federation (Rosstat), as of 1 January 2023, 146.45 million people lived in Russia. By 1 January 2046, according to a Rosstat forecast published in October 2023 the country’s population will decrease to 138.77 million people. To solve demographic problems in the Russian Federation, a national project “Demography” was developed and approved. The government has allocated more than 3 trillion rubles for its implementation. However, it is not possible to completely overcome the negative trend. The authors proposed a number of economic and ideological measures within the framework of agglomeration, migration, and family support policies that can be used within the framework of socio-economic development strategies and national programs aimed at overcoming the demographic crisis.

Organisational Listening as a Means to Create More Citizen-Centric Well-Being Public Policies

ABSTRACT The aim of well-being public policy (WPP) is to create policies and services that improve citizens’ well-being, which requires an understanding of what citizens value. Bringing citizens’ subjective experiences into the policy equation is challenging, but organisational listening has great potential as a solution. This article presents a single-case study demonstrating how public organisations can use organisational listening as a tool to create better WPPs and how this approach has helped organisations to better realise what being more citizen-centric means. This article thus demonstrates the importance of strategic communication in organisations, how citizen-centric service ecosystems can be operationalised in the context of WPPs, and how WPP creation can be approached by understanding what constitutes a good everyday life from the citizens’ perspective, thus extending well-being as a concept.

Work from home feasibility and challenges for public sector employees in a developing country

PurposeDrawing on work from home (WFH), job demand-control and street-level bureaucracy literature streams, this paper specifically focuses on the emerging trend of WFH for public sector employees in a developing country context of Egypt.Design/methodology/approachThe empirical sample comprises focus group discussions with a total of 40 public sector employees in Egypt. Thematic analysis was subsequently used on focus group discussion transcripts to bring out main themes linked to this topic.FindingsOur findings show that employee (marginal discretion power, pharaonism, corruption), citizen (unfamiliarity with digital services) and country (lack of proper info-structure, overstaffing in the public sector)- level challenges hinder and/or slow down the potential for WFH in Egyptian public sector.Practical implicationsA major implication of our paper relates to highlighting the criticality of e-governance and WFH for public sector employees, as well as highlighting multilevel challenges associated with those. At the same time, socio-economic and political consequences of offering such options need to be considered in a country like Egypt where most public organisations are overstaffed, and those employees lack modern day employability skills. Hence, there needs to be an open debate in countries such as Egypt on the consequences of e-governance and WFH and whether it may facilitate delivering citizen services digitally. Also, high power distance culture plays a role in this context, and any change cannot be successful unless that specific aspect is confronted.Originality/valueThis study contributes to the emerging WFH literature by being one of the pioneering studies to offer a multilevel (micro, meso and macro) assessment of this phenomenon in the under-researched fragile developing country’s context.