Effective Public Services Research Articles

Quality of Public Services: The Role of State Civil Apparatus in Realizing Good Governance

Good governance is considered crucial in providing effective, transparent and accountable public services, so it is the main key to sustainable development. This research aims to analyze the role of the State Civil Apparatus (ASN) in improving the quality of public services as an integral part of efforts to achieve good governance. This research uses a qualitative approach with descriptive methods. The results of this research highlight the central role of the State Civil Apparatus (ASN) in realizing Good Governance, especially in improving the quality of public services. The findings show that service efficiency can be improved through efficient management of resources and administrative processes by ASN. Transparency, accountability and active participation of ASN in the decision-making process have also been proven to have a positive impact on the quality of public services. Involving the public in decision making not only increases policy responsiveness, but also creates strong legitimacy. In conclusion, ASN who play an active role in implementing the principles of Good Governance are able to form a government environment that is effective, trustworthy, and able to better meet the needs of the community.

Transformasi Layanan SIM Nasional Presisi (SINAR) melalui Inovasi Aplikasi Digital Korlantas Polri di SATPAS Colombo Surabaya

The implementation of public services in Indonesia is regulated by Law Number 25 of 2009, namely a series of activities to meet service needs in accordance with regulations for every citizen and resident. This service includes goods, services or administrative services provided by public service providers. In addition, through Presidential Instruction Number 3 of 2003 concerning national policies and strategies for developing E-government, communication and information technology is utilized in government processes to increase the efficiency and effectiveness of government administration. One form of e-government-based public service innovation introduced by the National Police Chief is the National Police Traffic Corps Digital application in the form of the SINAR Service with the aim of providing more effective and efficient public services in the driving license (SIM) renewal process which can be accessed online. The aim of this research is to describe the Digital Application Innovation of the National Police Traffic Corps in the SINAR (Precision National Driving License) Service at SATPAS Colombo Surabaya. This research uses a qualitative descriptive approach. The research results show that: 1) Relative Advantage, This innovation was accepted quickly, even though there were internal challenges related to the applicant's signals and devices. 2) Compatibility, acceptance of innovation is fast, but some people still don't know about SINAR services because socialization is not yet comprehensive. 3) Complexity, innovation is accepted quickly, but there are technical problems such as lag or bugs when uploading photos. 4) Triability, positive and rapid acceptance of the innovation due to internal testing by the development team, Satpas staff, as well as a two-week trial with SIM applicants that successfully identified and fixed problems, ensuring the application meets user needs. 5) Observability, innovation is accepted quickly in society, but there are still deficiencies in data collection on applicant queues by security officers that need to be considered.

The efficacy of knowledge management practices in selected public hospitals of Lagos State, Nigeria

This study examines knowledge management (KM) practices and public healthcare workers’ performance in selected public hospitals, in Lagos State, Nigeria. The study adopted a cross-sectional research design; 641 public healthcare practitioners in Lagos State constituted the population of the study and a sample size of 241 was derived using the Rasoft table. The study employed a purposive sampling technique. Primary data were gathered through a self-administered questionnaire, and 197 copies were retrieved representing 81.7 % and later used for analysis. The study employed descriptive statistics and simple regression analysis to derive meaning from the data. The findings showed that knowledge acquisition has a significant effect on public health workers’ effectiveness (β= 0.773, t = 11.221, p-value= .000) and knowledge sharing has a significant effect on public health workers’ effectiveness i.e. public hospitals (β= 0.698, t = 11.894, p-value= .000). The study concludes that knowledge management (KM) significantly affects public health workers’ performance in Lagos public hospitals. The findings equally demonstrate KM as a strategic resource for effectiveness in public healthcare delivery. This study suggests that the Lagos State Government should continue to employ strategies and policies that encourage the acquisition of knowledge among health workers. In addition, health workers in public hospitals should continue to share their professional experience, skills, and ideas among themselves to offer more effective public medical service delivery.

The Role of E-Government in Public Services: A Bibliometric Analysis

This research investigates the pivotal role of e-government in public services through the lens of bibliometric analysis, employing the Biblioshiny tool for comprehensive bibliometric evaluation. E-government, a transformative force in contemporary public administration, involves the use of electronic platforms to deliver government services to citizens. The study employs bibliometric analysis to systematically examine and quantify the scholarly output, trends, and patterns in research related to the role of e-government in public services. The research leverages Biblioshiny, a sophisticated bibliometric analysis tool, to conduct an in-depth examination of a diverse range of publications. This tool facilitates the extraction of valuable insights from academic literature, shedding light on key thematic areas, prolific authors, and publication trends over specified periods. By employing bibliometric analysis, the study aims to provide a comprehensive overview of the intellectual landscape surrounding e-government in public services. The findings of this research are expected to contribute significantly to the understanding of the scholarly discourse on the role of e-government in public services. By utilizing bibliometric analysis, the study aims to identify gaps in existing research, highlight areas of prolific academic activity, and provide insights that can inform future research directions and policy considerations in the realm of e-government. Ultimately, this research endeavours to offer a nuanced and data-driven perspective on the evolving landscape of e-government and its impact on shaping effective and citizen-centric public services, thereby enhancing the efficiency, transparency, and accessibility of government operations and interactions with the public.

Evaluating The Impact of E-Governance on Public Service Delivery: A Case Study of Bangladesh

This study examines the impact of electronic governance (e-governance) on public service delivery in Bangladesh, focusing on the benefits and challenges of implementing e-governance initiatives. E-governance has enabled citizens to participate in decision-making, improved communication within government agencies, and enhanced transparency and accountability. The Bangladesh government has taken initiatives to enhance public services through ICT, aligning with the "Digital Bangladesh" vision. However, obstacles in implementing e-governance include a lack of infrastructure, skilled manpower, and public awareness. The study recommends addressing these challenges to enhance ICT-induced public service delivery. The study highlights the interrelation between e-governance and good governance, emphasizing the importance of ICT in achieving accountability and transparency in public administration. Overall, the study underscores the need to overcome barriers and leverage e-governance for effective public service delivery and digital transformation in Bangladesh.

The Role of Digital Leadership in The Digitalization Transformation of The East Java District Attorney's Office in Improving Public Services Through The “SI PANDU” Application

Sustainable development that affects all organizations brings a new transformation that prioritizes IT adaptability and effective services. The need for effective and practical life services is the primary need of the global community today. Therefore, digital leaders, in this case, play a critical role in creating a digital transformation strategy at the East Java High Prosecutor's Office in a visionary and targeted manner by creating an application called SI PANDU, which integrates the external and internal operations of the East Java High Prosecutor's Office which also improves the quality of public services. Based on this background, this study aims to review how digital leaders at the High Prosecutor's Office are able to encourage innovation in the emergence of the SI PANDU application as a form of action against the sixteenth SDG's point. This study uses a descriptive qualitative method with a literacy study approach to obtain in-depth results. From this study, the results were also obtained that digital leaders have three indicators mastered to create innovation, namely profoundly understanding people, digitalizing organization and driving and integrating tech trends. These three components exist in the East Java District Attorney's Office so that they can observe trends and follow their development to realise effective public services.

Inovasi Pelayanan Publik Berbasis E-GOV Studi Kasus Aplikasi Tangerang Live, Dinas Komunikasi dan Informatika Kota Tangerang

The "Tangerang Live" application presents a public service innovation that provides practical solutions for the residents of Tangerang City. This application is an example of how technology can assist in optimising effective and efficient public services. The "Tangerang Live" application has the advantage of providing practical solutions for residents seeking information or services. In the context of e-gov, the use of an application like this can be considered as an example of e-government implementation that facilitates access to information and services for the community. the use of this application can also help in realising the concept of public services that are more transparent, accountable and responsive. This is in line with the theory put forward by Lenvinne et al (2011) related to the elements of public service quality, such as Responsiveness, Responsibility, and Accountability. The method used in this research is qualitative method by conducting interviews with related agencies, observation, documentation and literature study. The advantage of the "Tangerang Live" application is that it can facilitate the parties involved in the service process, such as government agencies and the community, to connect and collaborate in providing effective and efficient public services.

Digital Public Services in Indonesia Show High Satisfaction and Adaptation Challenges Remain

General background: Public service is an essential function of government, aimed at fulfilling citizen needs through the provision of goods, services, and administrative support in accordance with regulations. Effective public service requires continuous bureaucratic reforms. Specific background: Lemujut Village, in collaboration with the Population and Civil Registration Service of Sidoarjo Regency, introduced the Online Service (Plavon) application to improve population administration and civil registration services. However, the effectiveness of the Plavon application remains underexplored. Knowledge gap: There is limited research on the effectiveness of digital public service platforms like Plavon in rural Indonesian settings, particularly in terms of productivity, efficiency, satisfaction, and adaptability. Aims: This study aims to evaluate the effectiveness of the Plavon application in improving public service quality in Lemujut Village by analyzing five key elements: productivity, efficiency, satisfaction, adaptation, and development. Results: Findings indicate that productivity is high, with Plavon operators following procedures and maintaining public trust. However, efficiency is lacking, as some administrative processes fail to meet service time standards. Community satisfaction is notably high at 98.98%, but adaptation to digital services remains suboptimal due to inadequate socialization. Development efforts, such as coordinating via WhatsApp and establishing a call center, show significant progress. Novelty: This study provides a detailed evaluation of the Plavon application’s impact on village-level public services, highlighting the role of digitalization in improving service delivery while identifying challenges in community adaptation and efficiency. Implications: The findings suggest the need for enhanced socialization of digital services and continued development of digital infrastructure to ensure equitable access and efficiency in rural public services. Highlights: High public satisfaction, but service delays persist. Digital adaptation slow due to lack of community awareness. Effective coordination boosts service improvement efforts. Keywords: Public service, digital platform, Plavon, effectiveness, rural Indonesia

Analysis Of Development And Evaluation Of Public Service Performance Of The Kelumpang West District Office, Kotabaru Distric

Every organization has goals to achieve, and human resources are essential to reaching these objectives. Employees provide energy, talent, creativity, and effort, making them key to an organization's success. In addition to knowledge and competence, employees must possess experience, motivation, commitment, self-discipline, and enthusiasm. In West Kelumpang sub-district, Kotabaru district, providing effective public services is critical. One of the government's tasks is to deliver public services while empowering communities and supporting development activities. These services aim to enhance community satisfaction, which is crucial for creating a competitive and adaptive government agency. This descriptive qualitative research explores the leadership and communication strategies in West Kelumpang District. Findings show that democratic leadership plays a significant role, allowing employees to provide input and discuss policies openly. Leaders set examples through discipline and proper conduct, which fosters a disciplined work environment. Communication within the organization is structured through briefings that define tasks and responsibilities. Meetings are also held to review past performance and plan future actions. The district utilizes upward, downward, and lateral communication, often through informal channels. Leaders maintain an exemplary attitude, serving as role models for their subordinates. Overall, the research emphasizes that effective leadership and communication are vital to improving public services and ensuring that government agencies meet community needs and remain competitive in a changing environment.

The Influence of Pandu Online Website Quality Toward User Satisfaction in Garut Regency Using Webqual 4.0 Method

The Pandu Online website provides benefits for the government in providing effective and efficient public services that enable the government to provide better accessibility for the community. This study aims to analyze the effect of the quality of the Pandu Online website on user satisfaction in Garut Regency using the Webqual 4.0 method. The Webqual 4.0 method is an approach that integrates advanced technologies such as artificial intelligence, big data analysis, Internet of Things (IoT), and others, to improve the quality and experience of users when accessing websites. This study uses a quantitative approach by conducting a survey of 100 Garut residents who are users of Pandu Online website. The collected data were analyzed using the Structural Equation Modelling - Partial Least Square (SEM PLS) with the help of WarpPLS 7.0 software. The results showed that there is an influence on usability, information quality, interaction service quality, which are the dimensions of website quality on user satisfaction. This research contributes to the application of the Webqual 4.0 method which can increase user satisfaction in the future.

IMPROVING THE SYSTEM OF MOTIVATION OF CIVIL SERVANTS IN THE REPUBLIC OF KAZAKHSTAN

The motivation system of civil servants is quite relevant today since it directly affects the quality of public services provided to citizens. Civil servants are responsible for carrying out government functions and implementing policies that affect the lives of millions of people. Motivation is crucial to ensure that government employees are focused, productive, and accountable in their work. A well-thought-out motivation system can help attract and retain talented people in public service while contributing to the effectiveness of public service delivery. Without the creation of a competitive civil service, it is impossible to achieve the main goal - building a prosperous Kazakhstan, and radically improving the efficiency of government agencies is impossible without creating an effective motivation system in the professional activities of civil servants. The motivation system for civil servants is a crucial factor in improving the overall efficiency and accountability of the public sector. By ensuring the motivation, commitment, and accountability of public servants, we can create a more effective public service that meets the needs of citizens and contributes to the development of our societies. The purpose of the study is to improve the motivation system of civil servants, and the Office of the Akim of Atyrau region was considered as the object and subject of the study, as well as factors affecting the motivation of civil servants and the development of an effective motivation system that increases their work efficiency and accountability, formed the basis of the subject of the study. The scientific novelty of the research is aimed at providing a comprehensive understanding of the motivation system of civil servants and its impact on their work efficiency and accountability. The study used mixed-method approaches combining qualitative and quantitative methods to collect and analyze data from various sources, including document analysis.

Tethered Public Administration Reform in Libya

This paper explores the challenges and impediments faced in achieving comprehensive administrative reform. The study examines key aspects of the Libya administrative structure that was raised in a workshop organized by the UNDP. It includes the public administration structure, decentralization, fiscal sustainability, economic development, digital transformation, and e-government. It explores the problems and issues impacting reform efforts, such as the paucity of political will, limited reformative capacity, bureaucratic resistance, and the prevalent issue of ghost employment. The research reveals that Libya's public administration system is in dire need of transformative reforms to improve governance, enhance service delivery. Decentralization of administrative powers and resources emerges as a crucial factor for local development and effective public service provision. This research outlined the complexities surrounding public administration reform in Libya and offers guidance for policymakers, practitioners, and scholars to navigate these challenges and drive positive change in the Libya's governance and administrative systems.

Adaptive leadership in times of crisis: Exploring situational responses and contingent factors at sub-national levels

The COVID-19 pandemic underscored the necessity for effective public service leadership in managing complex crises. Employing the extended case method, this study examines sub-national pandemic responses in three countries, analyzing six comparative cases across governments and healthcare organizations. It focuses on the Situational Leadership Model (SLM) amidst diverse contingent factors such as political environments, resource allocation, cultural nuances, and community engagement. The findings demonstrate the adaptability of SLM in dynamic crisis contexts, highlighting its applicability in various organizational structures and cultural settings. Particularly notable is the interplay between organizational structure and leadership dynamics, as seen in the contrasting approaches of Zhongnan Hospital and Mayo Clinic. This research augments the discourse on crisis leadership, emphasizing adaptable and context-aware leadership strategies in navigating global health crises. It offers both theoretical and practical contributions, providing strategic insights for policymakers and leaders in similar future crises.

Does Intellectual Capital Affect The Directorate General Of Taxes Organisational Performance?

Intellectual capital is one of the important capital assets that every private and public sector organization should properly manage. Intellectual capital refers to individuals' knowledge, skills, and innovations within an organization. It can create a competitive advantage and improve organizational performance when managed effectively. Optimal management of intellectual capital is particularly important in the public sector, as it can strengthen institutional capacity to deliver more efficient and effective public services, ultimately increasing citizen satisfaction. With the development of literature studies related to intellectual capital, it is found that testing conducted in the public sector is still limited. This research examines intellectual capital's influence on the performance of the public sector organization, specifically the Directorate General of Taxes. This research uses the Partial Least Square-Structural Equation Modeling analysis technique based on primary data sourced from an online questionnaire survey of employees of the Directorate General of Taxes from various levels of positions at Tax Service Offices in the DKI Jakarta area and its surroundings and a sample of 52 observations was obtained. The research concludes that public structural and relational capital positively impact organizational performance. Meanwhile, public human capital does not influence organizational performance. This study is expected to contribute to developing theory and practice not only to intellectual capital as an intangible asset but also to human resource management, organizational infrastructure, and external relations in the context of public services. In addition, the findings of this study can serve as a basis for formulating policies and actions that can improve the effectiveness and efficiency of public institutions, as well as encourage further discussion regarding the management of intellectual capital to achieve more sustainable public sector organizational goals.

Effects of Public Service Motivation on R&D Project-Based Team Learning Where Psychological Safety Is a Mediator and Project Management Style Is a Moderator

While public service motivation (PSM) and teamwork are widely recognized as crucial drivers for effective public service delivery, researchers primarily analyze these factors independently and at a personal level. The existing literature rarely explores the interplay between PSM, the project team learning process (PTLP), and psychological safety (PS) within research and development (R&D) project teams, particularly in national R&D organizations. This study addresses this gap by proposing a theoretical model that examines the combined effect of individual motivation and team collaboration, mediated by PS, on R&D PTLP. Additionally, it investigates the moderating influence of project management (PM) styles—fully agile and partially agile—on these relationships. The proposed method utilizes partial least squares structural equation modeling (PLS-SEM) for quantitative data analysis. Our findings revealed a positive relationship between PSM, PS, and R&D PTLP, with PS acting as a significant mediator. Notably, the relationship between PSM and R&D PTLP was stronger under fully agile project management compared to partially agile settings. These findings suggest that both project teams and organizations should prioritize promoting PS and consider the moderating effects of project management styles to foster a sustainable R&D team learning process, particularly within national R&D institutions.

Association of mental health related quality of life and other factors with treatment seeking for substance use disorders: A comparison of SUDs rooted in legal, partially legal, and illegal substances.

The association of subjective mental health-related quality of life (MHRQOL) and treatment use among people experiencing common substance use disorders (SUDs) is not known. Furthermore, the association of a given substance's legal status with treatment use has not been studied. This work aims determine the association of MHRQOL with SUD treatment use, and how substance legal status modulates this relationship. Our analysis used nationally-representative data from the NESARC-III database of those experiencing past-year SUDs (n = 5,808) to compare rates of treatment use and its correlates among three groups: those with illicit substance use disorders (ISUDs); those with partially legal substance use disorders, i.e., cannabis use disorder (CUD); and those with fully legal substance use disorders, i.e., alcohol use disorder (AUD). Survey-weighted multiple regression analysis was used to assess the association of MHRQOL with likelihood of treatment use among these three groups, both unadjusted and adjusted for sociodemographic, behavioral, and diagnostic factors. Adults with past-year ISUDs were significantly more likely to use treatment than those with CUD and AUD. Among those with ISUDs, MHRQOL had no significant association with likelihood of treatment use. Those with past-year CUD saw significant negative association of MHRQOL with treatment use in unadjusted analysis, but not after controlling for diagnostic and other behavioral health factors. Those with past-year AUD had significant negative association of MHRQOL with treatment use in both unadjusted and adjusted analysis. If legalization and decriminalization continue, there may be a greater need for effective public education and harm reduction services to address this changing SUD landscape.

Implementation of Village Administration Service Innovation in Barru District, Indonesia

This research evaluates the Digital Village Application (Digides) within Barru Regency's village administration, aiming to align with public service principles to improve service delivery and achieve administrative efficiency. It explores Digides’ operational benefits and identifies challenges like insufficient transparency, limited community engagement, and rights and obligations imbalances. The study underscores the necessity of innovation in governance to meet community needs and enhance social justice. Key recommendations include Digides’ integration with other governmental platforms, IT infrastructure enhancement, digital literacy promotion, and increased transparency and community involvement. These steps are intended to maximize Digides’ utility, promoting equitable and effective public services. This contribution enriches the digital governance discourse, providing insights and recommendations to advance village administration through technological innovation.

A Knowledg Graph Model for e-Government

Many governments around the world have invested huge amount of resource to build their e- Government capabilities, to meet government objectives of effective public service delivery and citizens engagement. The increase in size of an e-Government landscape has led to the increase in complexity of the infrastructure. This increasing complex infrastructure presents a challenge for governments to continue to meet its objectives. Knowledge Graph (KG), a constituent AI technology, has shown a lot of promise in helping governments meet its objectives in the midst of the complexity. A major aspect of this complexity is the need to maintain a single view of the world, in the form of a unified meaning of data, within a given e-Government instance, given the heterogeneity in data models used in the different departments within an e-Government instance. In this paper, we present a unique perspective in addressing the problem of deriving semantic meaning from disparate data in an e-Government context, using KG. Our aim is to advance the objectives of effective service delivery and citizens engagement in a complex e- Government instance. We focus on creating a data- centric architectural model that is single, simple and extensible, based on KG. We create a functional model based on architectural view and viewpoints from standards such as The Open Group Architectural Framework (TOGAF). The functional model highlights the various components that underpin the functions. We have developed our model within the context of a Design Science Research (DSR) approach, and we provide evaluation of same model within that context. An e- Government KG model guides the development of KG solutions in e-Government, in order to achieve the e- Government enterprise goals of effective service delivery and citizens engagement.

A Knowledge Graph Service Composition Model for E-Government

In an era of Artificial Intelligence (AI), governments around the world are advancing their digital footprints, and using AI to achieving their objectives of effective and efficient public service delivery and citizens engagement. Knowledge Graph (KG), a constituent AI technology, has proven to be the means through which a government can use to manage the complexity of an e-Government instance, and realize its objective. One area in e-Government that KG is used to address, is the challenge of automated composition of web services, where web services are created and maintained by one government department, but is used by another, in an integrated and interoperable manner. Service composition is the combination of two or more web services to create a composite service in order to accomplish a task. In this paper, we present a KG-based approach for automatically composing web services in an e-Government context. Our aim is to advance the e-Government objective of effective and efficient public service delivery and citizens engagement, given a complex e-Government. We focus on creating a Service Dependency Graph (SDG), which captures the semantic relationships between the services, and we further describe the services with QoS characteristics, and then we create a weighted graph based on these two descriptions. We then adapted the Uniform Cost Search algorithm to find the shortest path between a start node and a goal node. We implement our algorithm, and carried-out experiments to obtain execution times, and we compared our results with benchmark results of comparable experimental setup. The difference in execution times of the service composition task is dependent on factors such as the design of the composition model, the complexity of the composition graph, and the hardware and software environments. Our research approach affords us the means to analyze and design our model; and validate and evaluate our work. Our model and the development approach help to achieve the e-Government goals of efficient and effective service delivery and citizens engagement.

Enhancing Information Transparency for Effective Governance: A Study on Government Procurement in Indonesia

The Indonesian Constitution prioritises citizen welfare, intellectual growth, and a just society. Effective development and public services are key to this government. Government purchase of products and services is crucial to national and regional development. However, data transparency difficulties typically lead to procurement fairness conflicts, making government procurement openness difficult. This is addressed by Presidential Regulation Number 16 of 2018 and its revision. In addition, the Indonesian Information Commission has set public information disclosure requirements, including procurement exclusions. This research explains Indonesian government procurement transparency policies and their relationship to excellent local governance. This qualitative study examines government procurement information openness using normative legal literature and primary data from interviews and observations. Transparency in procurement processes promotes good governance, and community input in information disclosure exemption determinations is needed.