Efficient Service Delivery Research Articles

Impact of ICT on academic libraries: Challenges for library professionals

The implementation of Information and Communication Technology (ICT) has significantly enhanced the efficiency and effectiveness of service delivery within libraries. The integration of ICT resources is crucial in academic libraries as it facilitates resource sharing, improves service delivery, saves time, provides marketing opportunities for services, and ensures quick and easy access to information while keeping stakeholders updated. With the assistance of ICT, various tasks in academic libraries, such as accessioning, cataloguing, periodical control, stock verification, and information retrieval, can be performed more efficiently using specialized library software. library can provide communication services to user by means of Audio, Audio Visual, Tele textbook, Fax, Online hunt, E-mail networking, social spots, Search machines, Teleconferencing, Cellular phone, Voice correspondence. The role of ICT is pivotal in the advancement of academic libraries.

Cats-Behavior Model Illustrating the Servqual of Public Service Delivery in Nepalese Context

There are numerous models of quality service delivery that are now in use, highlighted on SERVQUAL dimensions that measures quality of service offered by various social or nonprofit and profit oriented organization. The purpose of this article is to develop a typologically modified model for measuring the quality of services deliver in Nepalese context. Therefore, typological modification methodological approach has been used to conceptualize the SERVQUAL model to CATS-Behavior model. In order to assure appropriate, efficient, and effective service delivery, this study develops a typologically modified model of service quality dimensions that illustrates and ensures quality service delivery. In conclusion, because the document is conceptual in nature, it can be used by practitioners, researchers, academics, and public officials in place of providing and measuring quality of services delivery in Nepalese context.

Development of a Data Portal System for Governance in Berau

The development of a Data Portal System for Berau Governance addresses the need for an integrated platform to effectively manage and disseminate government data. This system aims to enhance transparency, accountability, and public access to diverse datasets in alignment with the One Data Indonesia initiative. The portal consolidates various data categories, including news, announcements, agendas, publications, downloads, infographics, and visualizations, into a single platform, streamlining data access for both government agencies and the public. The system was developed using the Rapid Application Development (RAD) methodology, enabling iterative prototyping and quick adjustments based on feedback from key stakeholders. This approach ensured the system could meet the dynamic requirements of the government while remaining adaptable to future needs. The Laravel framework was chosen for its flexibility, scalability, and security features, allowing the system to provide a responsive, user-friendly experience while maintaining high levels of data integrity.The Data Portal System significantly improves the local government’s ability to manage and share information, fostering greater civic engagement and enhancing public trust in governance processes. Furthermore, the system facilitates more efficient public service delivery by making key data accessible in a structured and intuitive format. Regular assessments and updates are recommended to ensure the system continues to align with evolving user needs and governmental policies, further advancing data governance in Berau Regency.

Curbing bureaucratic limitations through continuous learning in local government in South Africa

The local government in South Africa faces a dire scenario as it relentlessly fails to execute its legally mandated responsibilities of rendering essential goods and services. Despite various legal frameworks (The Municipal Systems Act 2000; The Municipal Finance Management Act (MFMA) 2003) and government interventions (The Batho Pele Principles 1997) to address the bureaucratic limitations, local government continues to transgress, resulting in many local municipalities receiving adverse audit outcomes from the Auditor General every year. Prior research on local government in South Africa has not extensively investigated the effects of continuous learning on mitigating bureaucratic limitations and promoting efficiency and effectiveness in municipal service delivery. This paper examines the role of learning organizations, guided by Pete Senge’s Model of Learning Organizations, in mitigating bureaucratic limitations within South African local governments. Using a qualitative case study approach, the research explores how continuous learning platforms can contribute to overcoming these limitations and enhancing municipal service delivery. A purposive sampling technique was employed to select 50 participants from 10 municipalities across six South African provinces, ensuring representation from various managerial levels within local governments. The study’s key findings reveal that if properly implemented, continuous learning frameworks can address critical issues such as administrative inefficiency and resistance to innovation, which are deeply embedded in bureaucratic structures. The findings also highlight that change management strategies, grounded in collaborative learning and shared vision, are essential for fostering an environment conducive to organizational transformation. However, the study identified significant challenges, including political interference, staff turnover, and cultural resistance, which limit the effectiveness of learning organizations. Based on these findings, the study recommends targeted interventions that promote leadership development, skills enhancement, and policy reform to create a sustainable culture of continuous learning in local government.

Assessment of Quality Assurance Practices on Performance of Graduates of Selected Private Universities in Western Uganda

This study investigated the influence of quality assurance systems, practices and regulatory standards on the performance of graduates of selected universities in Western Uganda. The core question of this research was, is the teaching and learning provided in higher institutions of learning fit for purpose, does it prepare graduates with appropriate skills that employers need to meet the needs of society? To address this largely unresolved topic of discussion, this research aligned with a transformative research approach with qualitative methodologies. The study targeted 16 members of the university management team through purposive sampling; 19 employers and 17 graduates through snowball sampling. Data was collected through in-depth interviews and document reviews analysed thematically. Findings revealed that universities tried to meet stipulated regulatory standards for the minimum entry requirements, study programs always defined student learning outcomes, and monitoring and evaluation procedures were in place. Withal, it was reported that some accreditation requirements were not adhered to and some gaps in monitoring and evaluation practices were earmarked. It’s recommended that universities enhance quality assurance procedures and standards to improve the efficiency and effectiveness of service delivery and the teaching-learning environment to cater for the labour market needs

Transforming Service Quality in Healthcare: A Comprehensive Review of Healthcare 4.0 and Its Impact on Healthcare Service Quality

This systematic review investigates the transformative impact of Healthcare 4.0 (HC4.0) technologies on healthcare service quality (HCSQ), focusing on their potential to enhance healthcare delivery while addressing critical challenges. This study reviewed 168 peer-reviewed articles from the Scopus database, published between 2005 and 2023. The selection process used clearly defined inclusion and exclusion criteria to identify studies focusing on advanced technologies such as artificial intelligence (AI), the Internet of Things (IoT), and big data analytics. Rayyan software facilitated systematic organization and duplicate removal, while manual evaluation ensured relevance and quality. The findings highlight HC4.0’s potential to improve service delivery, patient outcomes, and operational efficiencies but also reveal challenges, including interoperability, ethical concerns, and access disparities for underserved populations. The results were synthesized descriptively, uncovering key patterns and thematic insights while acknowledging heterogeneity across studies. Limitations include the absence of a formal risk-of-bias assessment and the diversity of methodologies, which precluded quantitative synthesis. This review emphasizes the need for future research on integration frameworks, ethical guidelines, and equitable access policies to realize HC4.0’s transformative potential. No external funding was received, and no formal protocol was registered.

Effects of Strategic Leadership Practices on Public Organization’s Performance in Tanzania: A Case Study of Kigamboni Municipal Council

This study examines the impact of strategic leadership practices on the performance of Kigamboni Municipal Council in Tanzania, utilizing Strategic Leadership Theory. The research employed a quantitative, cross-sectional design, targeting councilors and employees as respondents. Data was collected from 61 participants through a questionnaire, and analysis was conducted using descriptive statistics and linear multiple regression. Results indicate significant relationships were found between strategic practices and organizational performance. the influence of leadership strategic direction practices model explains 25.0% of the variance in organizational performance (R² = 0.250; F (4, 54) = 4.495, p = 0.003) with significant predictors including Municipal Written Vision, Mission, and Goals (Beta = 0.486, p = 0.000): A strong positive relationship with performance.- Municipal Formal Direction Setting Process (Strategic Plan) (Beta = -0.560, p = 0.002): A negative impact indicating ineffective planning. Operational Efficacy model explains 58.0% of the variance (R² = 0.580; F(6, 53) = 5.423, p = 0.000). Significant predictors including Efficient Service Delivery (Beta = 0.759, p = 0.000) having strong positive impact on performance. While Timely Citizen Needs and Response** (Beta = -0.573, p = 0.001**): Negative impact emphasizing prompt responses. Strategic leadership in human capital Competence Development explaining 30.8% of the variance (R² = 0.308; F (5, 54) = 4.640, p = 0.001), significant relationship noted on Developed Human Capital Competency (Beta = 0.647, p = 0.000): Strong positive influence. While, Spotting Cost Advantage Opportunities (Beta = -0.735, p = 0.000) has negative impact on performance. The roles/functions played of leadership practices strategic control element in achieving Organizational Performance model explains 34.3% of the variance in performance (R² = 0.343; F(7, 52) = 3.386; p = 0.005). Key findings indicate that identifying flaws (Beta = 0.837, p = 0.000) and monitoring progress (Beta = 0.883, p = 0.046) significantly enhance performance. Conversely, the need for timely corrective actions negatively impacts outcomes (Beta = -1.277, p = 0.006). While informing operational strategies contributes positively (Beta = 0.084, p = 0.048), financial controls show limited significance (Beta = -0.133, p = 0.498).The findings conclude that strategic leadership practices significantly contribute to the overall performance of Kigamboni Municipal. Thus, for an organization to achieve optimal performance, strategic leaders is inevitable in formulating and implementing strategic directions ensure operational efficiency, develop staff competencies, and establish robust strategic controls. Policy recommendations include investing in human competence development, setting clear vision statements and goals, providing leadership training, implementing strategic controls, introducing change management processes, and aligning with organizational objectives.

Improving Computer Literacy of Barangay Secretaries and Treasurers of Eastern Lines Barangays of Maco through Comprehensive Workshop: A Study

This study aimed to assess and enhance the computer literacy skills of barangay secretaries and treasurers in the Local Government Unit of Maco, Davao de Oro, Philippines. Using a quantitative descriptive comparative approach, the study measured participants' skill levels before and after a comprehensive seminar-workshop. Conducted from January to August 2024 across twelve barangays in the Eastern Line, the study included 22 respondents—both the appointed secretary and treasurer from each barangay. Initially, participants showed a low proficiency in computer literacy, with a mean score of 1.89, indicating a limited ability to use basic computer applications. Following the intervention, this score increased to 3.036, reflecting a moderate skill level. This improvement underscores the effectiveness of targeted training in closing digital literacy gaps among government employees. Enhanced computer skills among barangay officials not only improve job performance and satisfaction but also contribute to more efficient community service delivery.

Factors influencing provider deviation from national HIV and nutritional guidelines for HIV-exposed children in western Kenya: a qualitative study

BackgroundMalnutrition and HIV interact in a vicious cycle for HIV-exposed infants (HEIs), increasing vulnerability and the severity of each condition and contributing to poor health outcomes. We identified multi-level factors influencing provider adherence to Kenyan HIV and nutrition guidelines for HEIs.MethodsWe conducted six focus group discussions and seven in-depth interviews using a semi-structured question guide. Participants were selected through purposive maximum variation sampling of health workers involved in maternal and child health services and outpatient nutrition programs at two facilities in western Kenya. Data collection and analysis were guided by the Theoretical Domains Framework (TDF). Transcripts were coded by two primary coders using both deductive and inductive thematic analysis.ResultsTDF domains that drove guideline adherence included: environmental context and resources, beliefs about capabilities, and social influences. While participants praised attempts to integrate HIV and nutritional services through teamwork and service colocation, challenges in the successful referral of patients between services persisted. Participants described siloed HIV and nutrition-related knowledge across staff, leading to missed or delayed care if certain providers were unavailable. Participants emphasized understaffing as a major contributor to gaps in care. Inconsistent material resource availability also disrupted linkages between HIV and nutrition services for patients. While participants frequently expressed high intention and internal motivation to link children between services, they described minimal structured supervision or positive reinforcement from supervisors and feeling demoralized when resource constraints interfered with care provision. Lastly, participants described patient-level factors that made it challenging for families to seek or remain in care, including poverty and HIV and malnutrition-related stigma. Participants made several recommendations, including training multiple cadres in the fundamentals of both HIV and nutritional care to address siloed services and understaffing.ConclusionsThis study details the factors that facilitate or hinder health workers as they implement national guidelines and link HEIs between HIV and nutritional services, including the impact of physical integration of service sites, human and material resource constraints, and health worker motivation. Future interventions can address these challenges by expanding access to needed resources, task sharing, and testing implementation strategies that increase the efficiency of service delivery to improve linkages in care for vulnerable infants.

Promotion of Service Delivery in Terms of the Social Contract Theory in South Africa's Legal Framework

As is evident in the prevailing water and electricity rationing, South Africa is reeling from a crisis of poor service delivery. Against the background of its apartheid history and liberal constitution, this article examines how South Africa's legal framework promotes efficient service delivery in the context of a social contract theory. Using a literature review and content analysis of legislation, this article argues that basic service delivery is a human right that underlies the core function of the State regarding its social contract with citizens. The article critiques cooperative governance and the demarcation of service delivery duties between the spheres of government in the 1996 Constitution, the Municipal Structures Act, the Municipal Systems Act, and the Traditional Leadership and Governance Framework Act. It demonstrates how the legal framework places a heavy burden on the local government to provide basic amenities. By highlighting how a social contract informs the purpose of the constitutional State, the article demonstrates why service delivery must be taken seriously in a nation desperately in need of socio-economic transformation.

Exploring the Effect of Leadership Styles on Financial Management Practices in Tertiary Healthcare Institutions in South-South Nigeria

Leadership in healthcare institutions has a significant effect on financial management practices, which are crucial for ensuring the sustainability and efficiency of service delivery. This study explores the effect of various leadership styles—autocratic, democratic, laissez-faire, bureaucratic, transformational, and transactional—on financial management practices, specifically financial accountability and budgeting, in two tertiary healthcare institutions in South-South Nigeria: University of Port Harcourt Teaching Hospital (UPTH) and Rivers State University Teaching Hospital (RSUTH). Using a cross-sectional design approach, quantitative data were collected through structured questionnaires administered to 195 participants from UPTH and 115 from RSUTH. The data were analyzed using Descriptive statistics and Spearman’s rank-order correlation. The results revealed that at RSUTH, transformational and autocratic leadership styles positively influenced financial accountability, with transformational leaders fostering transparency and ethical practices, while autocratic leaders ensured compliance with financial standards. In terms of budgeting, democratic and transactional leadership styles were positively associated with budgeting practices at RSUTH, supporting inclusive and structured financial planning. At UPTH, laissez-faire and bureaucratic leadership styles unexpectedly showed positive correlations with budgeting, suggesting that decentralized decision-making and procedural rigor may encourage employee engagement in financial planning. These findings highlight the importance of adaptable leadership that balances compliance with collaborative and innovative approaches to financial management. The study concludes that healthcare institutions should prioritize transformational and democratic leadership styles, which promote transparency, accountability, and participatory decision-making. Implementing leadership development programs to equip leaders with adaptable skills based on situational needs is recommended. Future research should investigate the long-term effects of leadership styles on financial sustainability across diverse healthcare contexts.

Assessing The Impact of ISO 9001:2015 Implementation on the Service Delivery of The National Irrigation Administration (NIA) Regional Office VIII

This study assesses the impact of ISO 9001:2015 implementation on service delivery and operational efficiency at the National Irriga-tion Administration (NIA) Regional Office VIII. A descriptive research design was employed, utilizing both quantitative and qualitative methods. Data were collected from 312 internal and external stakeholders through stratified sampling. Descriptive Statistics, and Analysis of Variance (ANOVA) evaluated operational efficiency and stakeholder satisfaction. Key findings show that 65% of respondents reported improvements in operational efficiency, particularly through standardized processes that streamlined workflows. However, 48% indicated that additional documentation requirements slowed down operations. In terms of service delivery, 35% of respondents observed greater consistency and reliability, while 31% experi-enced delays due to the time-consuming nature of compliance procedures. Despite these gains, challenges such as resource con-straints and resistance to change limited full adoption, particularly among senior management. The study highlights that while ISO 9001:2015 enhanced both op-erational efficiency and service delivery, the increased documentation burden and procedural complexity introduced operational slow-downs. These findings offer valuable insights into the dual impact of ISO 9001:2015 in public sector organizations, illustrating its potential for improving service delivery while underscoring the challenges of maintaining efficiency amid compliance demands.

Exploring the open-source impact on Bangladesh academic library service sustainability

PurposeThis study investigates the impact of open-source software (OSS) on the sustainability of academic library services in Bangladesh. It aims to understand how OSS can address budget constraints, technological demands and the need for enhanced service delivery in these libraries.Design/methodology/approachAn in-depth qualitative research approach was used, involving semi-structured interviews with library administrators, IT staff and librarians from various academic institutions across Bangladesh.FindingsThe study reveals that OSS adoption is primarily driven by financial imperatives and the need for flexible, customizable solutions tailored to specific institutional needs. Key benefits identified include significant cost savings, improved customization and flexibility of services and enhanced community support and collaboration. However, challenges such as a lack of in-house technical expertise, resistance to change among staff and stakeholders and inadequate IT infrastructure impede successful OSS implementation.Practical implicationsTo harness the full potential of OSS, academic libraries must invest in capacity building through targeted training programs, improve IT infrastructure and foster a culture of collaboration and knowledge-sharing within the library community. These strategies are essential to overcoming existing barriers and ensuring long-term sustainability.Originality/valueThis research contributes to the understanding of OSS’s role in enhancing the sustainability of academic library services. It provides practical recommendations for academic libraries seeking to leverage OSS for improved service delivery and operational efficiency.

Governance in Samarinda city using TOGAF (The open group architecture framework): Literature review

The governance in Samarinda City has faced various challenges related to efficiency, transparency, and citizen engagement. To address these issues, this study proposes the application of The Open Group Architecture Framework (TOGAF) for enhancing administrative and operational processes. TOGAF provides a structured approach to enterprise architecture, ensuring alignment between IT and business objectives, which is crucial for public sector entities aiming to improve service delivery and operational efficiency. This literature review explores the existing governance practices in Samarinda City, identifies key areas for improvement, and demonstrates how TOGAF can be effectively implemented to address these challenges. By integrating TOGAF principles, the study aims to create a comprehensive framework that can streamline processes, enhance data management, and foster better communication between government departments and the public. The review highlights successful case studies of TOGAF implementation in similar contexts, offering valuable insights and practical recommendations for Samarinda City. Through this approach, the study seeks to contribute to the body of knowledge on public sector governance and provide a viable roadmap for the effective adoption of TOGAF in local government settings.

EXPLORING KEY DRIVERS OF FRONTLINE SERVICE ROBOT ACCEPTANCE IN THAI RETAIL SERVICE CONTEXT: A QUALITATIVE STUDY

This qualitative study explores the factors associated to the acceptance of frontline service robots (FSRs) in the context of retail services in Thailand. In-depth interviews were conducted with a sample of 30 participants who had direct experience with FSRs. The data was analyzed using thematic analysis. The findings revealed five key elements associated with the acceptance of FSRs: individual heterogeneity factors, functional elements, social-emotional elements, psychological comfort elements, and value elements. The research findings revealed five key elements associated with the acceptance of FSR: 1) Individual heterogeneity factors, which refers to the perception of an individual's technological capability; 2) Functional elements, which includes the efficiency of service delivery and command reception of the FSR; 3) Social-emotional elements, which involves the facial expressions and tone of voice of the FSR; 4) Psychological comfort elements, which positive feelings of mental ease and reliability; and 5) Value elements, which pertains to the perceived value in the service delivery provided by the FSR. The study indicated that individuals who chose to interact with FSRs exhibited high self-efficacy, low technology anxiety, and a high level of customer innovativeness. Additionally, it was found that functional attributes, such as providing quick and accurate services, along with social and emotional aspects, including facial expressions and polite manners, were related to perceived utilitarian value, hedonic value, and psychological comfort, all of which associated the acceptance of FSRs.

Islamic or Conventional Banking

Purpose: The purpose of this research study is to examine the banking preferences of Kuwaiti university students, their preferences between Islamic and conventional, the reasons supporting their choice and, as a measure of satisfaction, the likelihood of them recommending their bank to their friends and family. Design/methodology/approach: We conduct a short survey among undergraduates using a 4-item paper questionnaire physically distributed and collected at a Kuwaiti business school. The large response (n= 503) is analysed and descriptive statistics used to present the results Findings: Results indicate a majority prefer Islamic banking and that the main reason for this is their religion. Those students who opted for conventional banks gave social reasons such as recommendation for their choice. A higher level of satisfaction was recorded for Islamic banking customers. We conclude that Islamic banks have managed to match their ethical and religious appeal with the delivery of efficient and convenient banking services that are valued by the student segment. Practical Implications: Our results are of interest to those offering retail banking services in binary markets where conventional banks compete with Islamic banks in addition to researchers in this domain. For Islamic banks, the significance of maintaining a strong reputation with the underpinning of robust Shariah principles is emphasized. Originality: The paper contributes fresh understanding to the acceptance of and satisfaction with Islamic banks and their products and services among a strategically important segment. It provides evidence suggesting a bright future for Islamic banking in Kuwait and the wider Gulf region.

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.

Advanced practice radiation therapist led vaginal vault brachytherapy: An evaluation of efficiency and effectiveness of service delivery

AimsAn advanced practice radiation therapist (APRT) role in vaginal vault brachytherapy (VBT) was first introduced in 2015. The aim of this manuscript was to clarify how the introduction of an APRT can improve efficiencies within service delivery while maintaining non inferior clinical outcomes of recurrence. Materials and methodsThis was a single-centred retrospective comparative service evaluation of stage 1 endometrial cancer patients treated with postoperative high dose rate VBT alone. Sixty patients in total were included in the evaluation. They were divided into two equal groups of ‘before’ and ‘after’ based on the introduction of the APRT-led role and changes made to treatment processes. Quantitative analysis of waiting times from surgery to adjuvant VBT (weeks), duration of day one treatment procedure (minutes), rate of isolated vaginal recurrence and loco regional recurrence (vaginal and pelvic) were compared between the groups. ResultsThe mean time from surgery to treatment between the ‘before’ and ‘after’ groups was 13.1 and 9.1 weeks respectively. The mean time for day one treatment procedure was 91 min in the ‘before’ group and 59 min in the ‘after’ group. Vaginal free recurrence (VFR) was 100 % for both groups.. ConclusionAn APRT led vaginal vault service, with learnt role extension, allows for a more efficient and effective service delivery.

Evaluation of the Opportunities Presented by the Adoption of E-Government in Enhancing Local Government Authority Performance at Kinondoni Municipal Council in Tanzania

The study was done to assess the opportunities presented by e-government to improve local governance in KMC A sample of 78 respondents was drawn from 348 employees across various departments. The objective of the study was to determine how of e-government has improved performance of the local government. Five specific targets were examined where it was found adoption of e-government has significantly improved administrative efficiency and service delivery. Institutional and Resource Based View theories were used to give more explanations on the subject. A case study design was used in this study and data was collected using interviews, questionnaires and document review. Simple random sampling technique was used to obtain the non-administrative employees working from different departments of the KMC Office and purposive sampling method was be used in obtaining the administrative employees who are be the heads of departments of the KMC. Questionnaires, interview and documentary review are data collection methods which were used and analysis was carried out using Microsoft Excel and results were presented in the form of descriptive statistics. It was found that e-government improves the efficiency of social service delivery, improve accountability and transparency. Also it simplifies the decision-making process by improving information flow, allowing faster and more informed decision-making and improves information flow and data security. While e-government has improved communication and public service delivery, challenges such as outdated systems, financial constraints, technical issues, and legal and security concerns were identified as significant obstacles. In order to sustain its improvements there must be enough funding, provision of thorough training, the acquisition of sufficient resources, and the execution of efficacious change management tactics.

Analysis of Regulatory Quality, Interagency Coordination, and Institutional Capacity on the Effectiveness of Public Services in Jakarta

This study examines the impact of regulatory quality, interagency coordination, and institutional capacity on the effectiveness of public services in Jakarta. Using a quantitative approach, data were collected from 100 respondents working in Jakarta’s public service sector. A Likert scale (1-5) questionnaire was employed to measure perceptions of the governance factors and service effectiveness, and the data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS 3). The results reveal that all three governance factors—regulatory quality, interagency coordination, and institutional capacity—significantly and positively affect public service effectiveness, with institutional capacity having the strongest influence. The findings highlight the importance of governance reforms aimed at improving regulatory frameworks, enhancing interagency collaboration, and strengthening institutional capacity to ensure efficient public service delivery in Jakarta. This research provides key insights for policymakers to optimize governance systems for better public sector performance.