Efficient Delivery Of Public Services Research Articles

THE CURRENT STATE OF DIGITAL MARKETING IN PUBLIC ADMINISTRATION

The article describes the current state of digital marketing in public administration through the prism of the Ukrainian application “Diia”. The author analyzes how the introduction of digital technologies contributes to improving the quality of public services and improving communication with citizens. It is indicated that the Diia application is a vivid example of the strategic use of digital platforms to provide quick access to services, simplify administrative processes and increase transparency. The article emphasizes that Diia allows users to receive a wide range of services online, including issuing digital documents (passports, driver’s licenses, student cards, birth certificates, etc.), paying taxes, applying for social benefits, and other administrative procedures. Such functions greatly simplify the interaction of citizens with government agencies, allowing them to perform most of the necessary actions without the need to visit physical offices. This helps to improve the efficiency of public service delivery, reduce administrative burden, and increase the level of public trust in government institutions. The application ensures a high level of transparency in government relations, as citizens can easily track the status of their applications and receive up-to-date information on changes in legislation. The article defines the main elements of digital marketing used in public administration. The purpose of the article is to study the current state of digital marketing in public administration. The relevance of the topic is due to the rapid introduction of digital technologies into the public administration sphere, which ensures more effective interaction between the State and citizens. To achieve this goal, the methods of analysis, observation and systematization of information were used. As a result of the study, the main advantages and disadvantages of using digital tools in government agencies were identified on the example of the Diia application. The practical value of the article is to provide recommendations for improving digital platforms to improve the quality of public services and increase their accessibility to all categories of the population.

Implementation of the Plavon Program in Population Administration Services

Background: The increasing reliance on technology in public service delivery has led local governments to adopt e-government systems. Specific Background: This study explores the implementation of the PLAVON e-government program in a rural context, addressing the operationalization of such systems in local governance. Knowledge Gap: Existing research highlights e-government frameworks, yet the challenges and successes of community-level implementation remain underexplored. Aims: This research aims to analyze PLAVON's implementation, focusing on standard operating procedures (SOPs) and community engagement. Results: Findings reveal that structured SOPs enhance efficiency and transparency in public services, enabling self-service for citizens. Novelty: This study offers insights into the challenges and strategies of rural e-government implementation. Implications: Results underscore the importance of tailored bureaucratic practices and community involvement, providing valuable lessons for similar programs in rural areas. Highlights : Efficiency: Structured SOPs enhance the efficiency of public service delivery. Transparency: Clear procedures foster transparency in administrative processes. Community Involvement: Active participation of local citizens is crucial for successful implementation. Keywords: E-Government, PLAVON, SOP, Community Engagement, Rural Implementation

Good Governance, Public Service Delivery and Public Trust: Case of Banadir Regional Administration of Somalia

This paper aimed to assess the good governance practices in the Benadir Regional Administration (BRA) of Somalia and how they affect public service delivery and public trust. The paper utilized primary data obtained from the 157 respondents. The study reveals that BRA's inadequate governance practices lead to poor transparency, accountability, and a high prevalence of corruption due to incompliance with rules and regulations. Results also indicate that the public is dissatisfied with BRA leadership due to inefficient and unreliable service and lack of transparency in public funds utilization and management, resulting in a negative perception of BRA. The paper concluded that enhancing good governance practices and improving public service delivery can improve public trust. The article asserts that good governance, characterized by transparency, accountability, participation, rule of law, and equity, is the foundation of development and prosperity. The article emphasizes the importance of efficient public service delivery as a vital link between government and the public, fostering trust and sustainable development. Therefore, the paper suggests that BRA should improve its governance practices by adhering to laws and regulations, fostering a corruption-free environment, and implementing effective performance monitoring and control mechanisms. It also recommends investing in human resources, streamlining processes, prioritizing citizen-centricity, adopting technology, and fostering data-driven decision-making.

Fiscal Devolution and Healthcare Accessibility A Case Study of Homa Bay County

Fiscal devolution has gained prominence as a policy approach in many developing countries, aiming to enhance healthcare accessibility. This study focused on the influence of Fiscal devolution on healthcare accessibility in Homabay County. The study employed a mixed-methods approach to assess the impact of fiscal devolution on public sector efficiency, combining quantitative data analysis and qualitative observations. With an emphasis on metrics like service quality, punctuality, and accessibility, quantitative data were gathered via questionnaires and administrative records. Key stakeholders, such as representatives of the local government, prominent members of the community, and recipients of services, were interviewed in-depth and participated in focus groups to get qualitative data. The data were analyzed using appropriate SPSS version 27 statistical techniques and thematic analysis to identify patterns and relationships. Results showed that fiscal devolution had both positive as well as negative effects on healthcare accessibility in Homabay County, underlining the importance of effective local government and resource allocation processes. Preliminary data indicate that fiscal devolution in Homabay County has had a mixed effect on healthcare accessibility. On one hand, decentralization has empowered local authorities to make decisions tailored to local needs, resulting in improved service responsiveness and community engagement. On the other hand, challenges related to inadequate financial resources, capacity constraints, and intergovernmental coordination have hindered the efficient delivery of public services. Effectiveness of fiscal devolution largely depends on the presence of effective local governance structures, transparent resource allocation mechanisms, and capacity building initiatives.

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.

Efektivitas Transformasi Organisasi dan Manajemen Pemerintahan Serta Masyarakat yang Partisipatif Menuju Pelayanan Publik Unggul

The transformation of government organizations is necessary to improve government performance. To achieve excellent public services, the community also plays an important role because the community is not only limited to receiving services but also as active partners in the process of planning, implementing, and evaluating policies. This research aims to describe the effectiveness of organizational transformation and government management in achieving excellent public services. The study will consider the impact of community participation in designing and improving policies as well as public services. This research uses descriptive qualitative methods and employs a questionnaire survey method as a research instrument. Qualitative research is a type of research that produces analysis without using statistical procedures or other quantitative methods. The results of this research indicate that organizational transformation and government management can improve the effectiveness and efficiency of public service delivery, while community participation can enhance the quality of public services. Active community participation in decision-making processes and government policy implementation allows the community to participate, provide input, and influence policy processes. Therefore, both factors must work simultaneously and support each other to realize excellent public services.

IMPLEMENTATION OF NATIONAL POLICE CLEARANCE SYSTEM BY THE PHILIPPINE NATIONAL POLICE

This study presents an analysis of the shift from local police clearance to a centralized national police clearance system in the Philippines, implemented by the Philippine National Police (PNP). The study examines the rationale behind the transition, the process of implementation, and the potential impact on law enforcement and public service delivery. Through the use of a qualitative methodology and in-depth interviews with PNP Officials, the study explores subjective experiences. The findings provide insights into the challenges and opportunities associated with the adoption of a national police clearance system. Ongoing initiatives including continuous NPCS training, active clients feedback, and assessments, are encouraged in order to maintain efficacy. To sum up, the shift to centralized national police clearance represents a critical advancement in modernizing application process of police clearance and fostering efficient public service delivery in organizations such as the PNP. KEYWORDS: National Police Clearance, Philippine National Police, Law Enforcement, Public Service, Implementation

Legal regulation of inter-municipal cooperation in European countries

The subject. Financial relations between municipal entities represent a crucial mechanism for enhancing the efficiency of public service delivery in European countries. Collaborative efforts among municipalities can lead to cost savings and the utilization of economies of scale. This is particularly prominent in countries with a high number of small municipalities. This article aims to identify effective forms of financial activities among municipalities across various cooperation domains and assess the applicability of international experience in the context of the Russian Federation.Methodology. This study analyzes various organizational forms of inter-municipal cooperation, drawing insights from different countries, including Switzerland (associations of districts and cantons), Slovakia (joint municipal institutions, municipal associations, associations of legal entities), and France (syndicates and districts). Special attention is paid to the experience of inter-municipal cooperation in Slovakia, where it is not only a vital component of local government but also a tool for project management, often funded by external sources.The main results, scope of application. The analysis of international experience in inter-municipal cooperation reveals diverse organizational models, each tailored to specific local contexts. Based on this analysis, the authors propose amendments and enhancements to Russian legislation. Implementation of these suggestions could enhance the efficiency of interactions among Russian municipal entities, improve planning capabilities, enhance labor productivity, and optimize public service expenditure.Conclusions. Inter-municipal cooperation, as demonstrated by various international models, offers valuable insights for Russia. Adapting and implementing lessons from abroad can lead to improved governance and resource allocation, ultimately resulting in enhanced service delivery and cost-effectiveness for the benefit of the Russian population.

Analysis of the management of the municipal undertakings of the Visegrad Group in the period 2017–2021

In our research we look at the efficiency of public service delivery. The Covid19 pandemic in 2020 and the Russian-Ukrainian conflict in 2022 challenge not only profit-oriented corporations but also budget-based organizations. The sustainable operation of municipal undertaking is of paramount importance, as municipalities manage public funds, and their activities have an impact on society as a whole. The aim of the study is to examine the liquidity and profitability situation and capital structure of municipal companies in the Visegrad countries. The method of analysis consists in categorising the indicators based on the literature and presenting the distribution of these data. The study is based on panel data from 2017 to 2021. An important finding of the study is that Czech companies have the best governance indicators of all the countries studied.

ВЛИЯЕТ ЛИ КИБЕРЛОФИНГ НА ЭФФЕКТИВНОСТЬ ГОСУДАРСТВЕННЫХ СЛУЖАЩИХ?

The COVID-19 pandemic has reshaped the operations of public sectors worldwide, compelling governments to impose nationwide lockdowns. This crisis prompted an immediate shift to Work from Home (WFH) policies for civil servants. Under this policy, work activities predominantly rely on information and communications technology (ICT). While ICTs have a positive impact on the efficiency of public service delivery, the use of technology and the internet has also introduced various adverse effects, such as cyberloafing and destructive behaviors. These negative influences on performance can ultimately impact service delivery. Against this background, this study aims to analyze the influence of cyberloafing on the work performance of civil servants during the WFH policy implementation. The study, for which 272 civil servants from diverse backgrounds were interviewed, reveals that development behavior significantly influences task performance and adaptive performance, while deviant behavior has a notable impact on all dimensions of work performance. These findings contribute to theoretical understanding, offer practical implications, and suggest directions for future research.

Linking local collaborative governance and public service delivery: mediating role of institutional capacity building

Collaborative governance has received attention among scholars and practitioners for resolving governance issues across the globe. The government of Pakistan emphasizes local collaborative governance practices for resolving complex local problems through efficient public service delivery. This research is planned to examine the impact of local collaborative governance on public service delivery, institutional capacity building and how local collaborative governance influences public service delivery through the mediating mechanism of institutional capacity building. Using collaborative governance theory and collecting data from multisector organizations in the context of Pakistan, the results of this study revealed that local collaborative governance is significantly related to the dimensions of public service delivery and institutional capacity building. This research findings revealed that local collaborative governance engenders public service delivery through the dimensions of institutional capacity building including service capacity, evaluative capacity, and M&O capacity.

ANALISIS URGENSI PELATIHAN DALAM PENGEMBANGAN KOMPETENSI APARATUR SIPIL NEGARA (ASN) DI PENGADILAN NEGERI GUNUNGSITOLI


 
 
 
 Abstract. This research investigates the imperative need for training in enhancing the competencies of Civil Servants (ASN) within the Gunungsitoli District Court. Competency development among ASN is a critical aspect of ensuring effective and efficient public service delivery. Through a comprehensive analysis, this study assesses the current competencies of ASN, identifies skill gaps, and evaluates the role of training programs in addressing these gaps. The research also explores the impact of competency development on organizational performance and service quality. Findings from this study are expected to inform policy recommendations for optimizing training initiatives and enhancing the overall capacity of ASN at the Gunungsitoli District Court.
 
 
 
 
 

Adoption of Online Reverse Auction Systems For Efficient Public Service Delivery in South Africa

Adoption of Online Reverse Auction Systems For Efficient Public Service Delivery in South Africa

E-public Services Evaluation, based on Citizens’ Perception, (The Albanian Case)

The development of Information and Communication Technology (ICT) in recent years has significantly affected business activities in the private sector, as well as in the public sector. Over the years, there has been a growing trend in utilizing technology to provide public services at national and global levels. In Albania, the government and public agencies have faced challenges in implementing electronic services, aiming to enhance the efficiency of public service delivery and meet the needs of citizens and society. The objective of e-government is to cater to the general public’s expectations and satisfaction by offering valuable public services. In this regard, an e-government platform plays a crucial role in facilitating the efficient provision of electronic services, enabling citizens, businesses, and the public to interact successfully with the government and its institutions. The increasing demand for electronic services in Albania is driven by citizens’ desire to improve the quality of public service delivery. To assess the significance of electronic services, this study examines relevant indicators on the e-Albania platform. A survey was conducted in the Tirana region of Albania, involving the distribution and completion of 190 questionnaires. The variables were evaluated using a Likert scale (1-5 rating). The main objective of this research is to assess citizen perception and evaluate the importance of electronic services offered by the e-Albania platform, through measuring citizen’s perception.

E-GOVERNANCE: MOVING TOWARDS DIGITAL GOVERNANCE

Information communication and technology (ICT) has revolutionized the daily lives of citizens across the globe. The invention of technology like artificial intelligence, web 1.o to 5.0, chat bots, cloud technology, Internet of things, have changed the governance in public and private sector. Governments across the globe are adopting the e-governance approach to run the daily affairs of the country. The use of information communication technology has facilitated efficient delivery of public services. Digitization of public services has helped in establishing the trust towards the government. Improving the public administration and governance has become the topmost priority for the for socio economic development of the country. Internet has changed the traditional way of business working. The communication between the government, citizens and business has transformed with the use of ICT tools. E-governance is a step towards making the administration citizen centric. E-governance in financial sector helps in bringing economic prosperity by curbing the practice of giving bribe and remove corruption. This paper explores the concept, meaning, challenges of e governance. The article points out the importance of e governance and suggests various steps to make e governance successful. Qualitative research method is followed in writing this article.

E-GOVERNANCE: MOVING TOWARDS DIGITAL GOVERNANCE

Information communication and technology (ICT) has revolutionized the daily lives of citizens across the globe. The invention of technology like artificial intelligence, web 1.o to 5.0, chat bots, cloud technology, Internet of things, have changed the governance in public and private sector. Governments across the globe are adopting the e-governance approach to run the daily affairs of the country. The use of information communication technology has facilitated efficient delivery of public services. Digitization of public services has helped in establishing the trust towards the government. Improving the public administration and governance has become the topmost priority for the socio-economic development of the country. Internet has changed the traditional way of business working. The communication between the government, citizens and business is transformed with the use of ICT tools. E-governance is a step towards making the administration citizen-centric and revamping the delivery of public services. E-governance in financial sector helps in bringing economic prosperity by curbing the practice of giving bribe and remove corruption. E-governance has significantly impacted the communication between the citizens and administration. This paper explores the concept, meaning, challenges of e-governance. The article points out the importance of e-governance and suggests various steps to make e-governance successful. Qualitative research method is followed in writing this article.

Strategies For Retaining Scarce Skills and Reducing Turnover in The South African Public Sector

The South African public sector confronts a problem in retaining scarce skills because it competes in the labour market with the private sector, which provides higher packages/ benefits and conducive working conditions. Higher turnover of workers with scarce skills is a serious problem for service delivery and a costly exercise for the government. When scarce-skilled employees leave the public sector, vacant positions in the institutions' post establishments arise; as a result, the public institutions' ability to provide quality service delivery declines, and the recruitment and selection process is a costly process that further strains the government's budget. The capacity of a public institution to provide world-class service to its citizens is entirely dependent on the availability of competent staff who will carry out their tasks in such a manner that service delivery is enhanced. This paper aims to assess the current turnover rate among scarce skills employees within the South African public sector, and present viable alternatives for the government to address the escalating turnover issues, ultimately ensuring the retention of these valuable employees. To achieve the objective of the article, this paper used a review of the literature. The findings of this study revealed that the South African public sector is having difficulty attracting and retaining scarce skilled employees, which has a negative impact on the delivery and development of services. This higher turnover is faced by all levels of government and is driven by a competition for scarce skills between the government and the private sector, unfavourable working conditions, and less competitive packages, which has resulted in a situation where posts in the public sector remain vacant for longer periods of time. Few studies address concerns about scarce skills, high turnover, and personnel retention, particularly in the South African public sector. The author contends that this field should be further researched because effective and efficient public service delivery depends on the qualified staff.

Payment to Suppliers; Assessment of Efficient Public Service Delivery in the Local Government

Payment to Suppliers; Assessment of Efficient Public Service Delivery in the Local Government

Information, Communication and Technology (ICT) Governance in Public Organizations: A Study of the Nigerian Communications Commission (NCC)

With the growing level of adoption and utilisation of Information and Communication Technology (ICT) in the 21st century, it is cardinal to examine Information Technology Governance (ITG) in relation to approaches utilizable in public sector organizations for efficiency and effectiveness. Therefore, this work examines information, communication, and technology governance in public organizations with a focus on the Nigerian Communications Commission (NCC). The specific objective covers the level of involvement of Information Technology Governance (ITG) and the Information Technology Governance (ITG) mechanism used by the Nigerian Communications Commission (NCC) as a public sector organization. Objectives also focus on the benefits of Information Technology Governance (ITG) and the challenges involved with Information Technology Governance (ITG) in the Nigerian Communications Commission (NCC). The study adopted the Technological Determinism Theory. With the adoption of the survey method through the instrumentation of a self-designed questionnaire administered to two hundred and nine (209) respondents, the study revealed that the involvement of Control Objective for Information and Technology (COBIT) as ITG mechanism in the Nigerian Communications Commission (NCC) is to a great extent. The benefits of ITG include the creation of values, improved effectiveness and efficiency of service delivery, and improvement of service quality. However, these benefits are hindered by some challenges ranging from poor infrastructures, inadequate expertise, poor resource management, culture, and bureaucracy to leadership style. The study recommends that government commitment and provision of adequate IT infrastructures to various public service agencies in Nigeria will enhance the successful implementation of ITG applications and efficiency in public service delivery. Keywords: Information Technology Public Organisation, Information Technology Governance, Nigerian Communications Commission, Standard Framework.

Fiscal Decentralization and the Efficiency of Public Service Delivery - A Case Study of Homabay County

This study aims to examine how fiscal decentralization affects the effectiveness of public service delivery in Homabay County. It uses a stochastic frontier method to estimate time-varying efficiency coefficients and investigates the effects of fiscal decentralization on those efficiency coefficients. The results show that, in some cases, fiscal decentralization can increase the effectiveness of public service delivery. Initially, the decentralization process needs appropriate political and institutional conditions or goodwill. Second, it would seem that good outcomes call for a high enough degree of expenditure decentralization. Third, there must be sufficient decentralization of both revenue and expenditure. Lastly, fiscal decentralization could make public service delivery less effective if these conditions are not met. The paper recommends the need for developing countries to adopt fiscal decentralization because it helps subnational governments raise revenues through enhancing tax administration and collection by the government as well as taxpayer compliance. It also supports legislation and policy changes that give subnational governments more fiscal authority.