Quality Of Government Services Research Articles

Participatory Governance Reform: A Good Strategy for Increasing Government Responsiveness and Improving Public Services?

Participatory governance mechanisms have been widely promoted in developing countries. They are claimed to bring about several public policy benefits, including increased accountability, higher government responsiveness, and better public services. This literature review shows that the evidence on these claims is positive, but limited. Moreover, it indicates that enabling and motivating citizens and public officials to make participatory governance arrangements work as effective accountability mechanisms is a challenging enterprise in most developing countries. Hence, more comparative cross-case research based on medium and large samples is needed for judging whether participatory governance arrangements can increase government responsiveness and service quality.

E‐service quality model for Indian government portals: citizens' perspective

PurposeE‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e‐service quality of web‐based services used in government. This study is conducted to propose a multi item scale for assessing the e‐service quality of government portals involving transactions.Design/methodology/approachFactors influencing the e‐service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e‐government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e‐services.FindingsSeven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals.Practical implicationsDespite a well‐structured, national‐level plan on e‐government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology‐enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e‐government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.Originality/valueThe paper is original and a research study. It provides an understanding of citizens' perceived quality of e‐services and adoption behavior within the framework of the web‐based environment of government services.

The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology

Abstract Prior e-Government research has paid much attention to e-Government service adoption from the supplier side – the government – while mostly overlooking the user side of e-Government, such as citizens and businesses. While there have been some initial efforts to study citizens in their adoption behavior, few have examined what influences the willingness of businesses in adopting e-Government services. This research attempts to fill this research gap by addressing the following research question: Why are some businesses more willing to adopt e-Government applications to perform transactions with the government than others? The authors argue that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself. Competing hypotheses are developed with regard to the role of perceived quality of offline services on the business user's willingness to adopt e-Government services. Using data obtained from a local district government in Seoul, Korea, the analysis revealed that the willingness to adopt e-Government increased when business users perceived high quality service provision in offline service channels. However, trust in the internet technology itself did not have any significant impact on their willingness. The theoretical and practical implications of the study finding are discussed.

An Approach to Assessing Quality of Electronic Government Services

The emergence of e-Government in developing countries has led to the discovery of many innovative ways of public service delivery to citizens and businesses. India has chosen the common service center based service delivery model, where multiple services from single or multiple government agencies can be obtained in one location. However, the assessment quality of service at these centers, especially in comparison to the quality of service delivery under manually run operations has not been addressed in literature. In this paper, the authors propose and demonstrate a method to evaluate the quality of service at common service centers by exploring the case of an urban local body in India. Specifically, the paper uses the Analytic Hierarchy Method to assess quality improvements and discusses the implications for public managers.

Using Servqual Model For Comparative Service Quality Analysis Of The Indian Non-Life Insurance Sector

Delivering of quality services to the customers has become an indispensable factor for success and survival in today’s competitive insurance environment. The post-liberalized insurance industry in India has been witnessing a discernible shift from the seller to the buyers’ market. The present study is an endeavor to assess the comparative service quality level of the Government owned and Private Sector Non-life Insurance Companies in the post liberalized environment using SERVQUAL approach. For analyzing the customers’ perception and expectation towards service quality of non-life insurance companies, a modified SERVQUAL type questionnaire relevant to the insurance industry was constructed. An attempt has been made to examine the significant gap between the service quality of government owned and private sector non-life insurance companies by using t-test on the gaps (P-E) on all the items of seven dimensions.

Place Development: Attributes and Business Customer Satisfaction in Tien Giang Province, Vietnam

This study explores place attributes and their impacts on business customer satisfaction in Tien Giang, a province in the Mekong delta of Vietnam. In-depth interviews with place marketers and business customers identify three groups of place attributes— business infrastructure (basic infrastructure, land and labor costs, and quality of technical schools), government support (incentives, trade assistance, and government services), and quality of life. The results of the quantitative study indicate that, among these attributes, only quality of technical schools, government services, investment incentives and quality of life play significant roles in business customer satisfaction. In addition, the level of satisfaction of privately owned firms is lower than that of firms of other ownership types. Firm characteristics, such as the number of employees, number of years in business, and type of business, have no impact on business customer satisfaction. Some implications for economic development are discussed.

Digital Quality of Life: Government

One of the pillars of every community is its system of government. Many government functions, such as collecting taxes and running elections, involve the collection and dissemination of information. Thus, governments can use information technology (IT) to solve a host of problems.Because IT facilitates the collection, analysis, and distribution of information, its use penetrates all layers of government and government agencies regardless of size or mission. Governments can use IT for mission support. Governments can use electronic record management systems to help ensure secure data storage, easier access to information, and more accountability.Governments can also use IT to reduce operational costs by, for example, implementing telework and teleconferencing solutions to save money on office space and travel expenses. In addition, governments can develop large-scale IT solutions to address specific problems such as border control, national defense, law enforcement, and health care. In fact, the possible applications for IT in government, just as in industry, are nearly limitless.Although e-government's potential still remains largely untapped, a whole host of benefits can already be seen among technology-savvy agencies at all levels of government. As discussed below, some governments have used IT as a catalyst for modernizing government and improving the efficiency and quality of government services. In addition, some governments have transformed themselves and empowered their citizens by streamlining their activities and processes to facilitate citizens' access to information, as well as by creating more openness and transparency in government operations to allow better public oversight.

A collaborative model for service provision by multiple public‐sector agencies

PurposeThis study proposes an integrated collaborative web site among government agencies to enhance customer satisfaction with the service quality of government agencies.Design/methodology/approachThe present authors invited all involved public‐sector agencies to integrate their service processes into a model of one‐stop shopping and established collaborative mechanism for providing customized service.FindingsThe present study has identified five factors that were critical for success in such an undertaking. These factors included: establishing appropriate regulations for the implementation process; designing a viable collaborative‐service system; establishing a closely connected virtual organization; ensuring the participation of senior managers from all agencies; and obtaining the cooperation of the facilitators from various agencies (including appropriate merit and bonus incentives).Practical implicationsThe real challenge for establishing the collaborative‐service web site was managerial – in combining the service processes of a dozen or more agencies to make the model work. Managerial issues that need to be addressed were the design of service processes, the overall organizational structure, the establishment of audit and supervision procedures, and the establishment an operational model for the web site.Originality/valueThis web site serves as a successful “one‐stop‐shopping” model that increases customer satisfaction with the service quality of government agencies. This study provides information for other government agencies that might wish to establish similar collaborative models to enhance service in the public sector.

Reinventing Government Services Through Knowledge Management: Prospects In The Irrigation Services Sector

The paper looks at the possibilities of improving quality of government services through knowledge management interventions. This is specifically studied in the case of the irrigation services, which are currently perceived to be lacking in several aspects of effectiveness. The paper initially tries to understand the concept of knowledge management from literature as applicable to government systems, based on which a framework for analysing knowledge management in the canal irrigation system have been developed. Through a study of the processes of large canal irrigation systems, the paper analyses the nature of knowledge and knowledge management systems that are essential for the effective functioning of the system. Using a framework based on the relationship between the users and repositories of knowledge, the nature of knowledge management requirements for a canal irrigation system are elaborated. The tentative findings are that in the case of government services, knowledge management can provide a basis for smooth interactions between the different stakeholders including the bureaucracy and the beneficiaries. The paper proposes that many of the current problems besieging large canal irrigation systems can be partly addressed through focused knowledge management initiatives and provides a roadmap for this process.

Quality of Government Services and the Civic Duty to Pay Taxes in the Czech and Slovak Republics, and other Transition Countries

SummaryThis paper analyses a 2002 survey of the Czech and Slovak Republics, and more limited surveys of Hungary and Poland to conclude that tax evasion is lowest among those who believe that they are getting good quality government services for the taxes they pay. A 20% increase in perceived quality of government services could lead to a 13% drop in the frequency of tax evasion. The present analysis is the first of this sort to indicate that quality of government services influences the willingness to pay taxes. Governments in transition countries who suffer from weak tax collection apparatus may wish to transmit clear information on the quality of their services in order to cut down on evasion.

Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City

Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model has been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City, we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed.

An evaluative framework for analysing e-government convergence capability in developing countries

The e-government objectives of a country go well beyond providing constituents with government information and services by leveraging information and communication technology. Although it is a crucial step, the desired goal is that of convergence characterised by ubiquitous access to government information and services and total transparency of government functioning, a stage that contributes to the social and economic wellbeing of citizens. Some developed countries are already engaged in the transformation of the governance process through increased citizen participation and are attempting to create an open, transparent environment through convergence of information and services. However, developing economies, especially poor ones, lag far behind their more progressive counterparts. Based on prior literature, this study proposes an evaluative framework for analysing e-government convergence capability in developing countries and applies it to analyse the prospects of convergence in a few selected developing countries. The results indicate that the quality and range of government information and services vary significantly across the countries, attributed in some measure to the e-leadership capability of the countries. However, we argue that e-leadership may not be able to readily combat social maladies, such as low literacy and awareness education, required for the meaningful use of information and interaction, or economic handicaps, such as living standards that impact on the citizen's ability to procure web-based access; these factors are crucial for e-government convergence.

Reasonableness, Satisfaction, and Willingness to Pay Property Taxes

The authors explore whether citizen preferences for taxes are influenced by perceptions of the quality of government and government services. Waterford, Connecticut, was faced with a revenue crisis when the property taxes paid by a nuclear power facility in the town were significantly reduced after deregulation. On the basis of a survey of town residents, the authors find that citizens in Waterford were willing to act reasonably in response to fiscal problems. Furthermore, attitudes toward government and its services are important determinants of support for taxes.

Limits of Competition: Accountability in Government Contracting

Government contracts with private providers for the supply of goods and services have grown in number and magnitude over the last several decades. Elected officials and other policymakers choose to privatize government functions for a variety of reasons. Politicians may want to appear to decrease the size of government by reducing the number of directly employed workers. Lawsuits challenging the quality of government services can motivate quick change, or private firms might lobby for government business. Some elected officials believe that privatesector provision of services always results in financial savings and better quality of service over public provision. Although in some instances the government unit involved conducts a serious study of the costs and benefits

Competition, fee-for-service requirements, and government performance: evidence on the Federal Reserve

This paper examines the impact of competition and fee-for-service requirements on the efficiency and quality of government services. Using internal cost and quality data on the United States Federal Reserve, I find that fee-for-service requirements alone were not enough to motivate performance improvements. Costs went down only in the single Fed service (forward check-clearing) that also faced vigorous product-market competition, and the extent of the cost reductions was greater in more competitive markets. Importantly, the cost reductions in check-clearing were accompanied by quality improvements, with service quality positively associated with contemporaneous and subsequent costs. These results are consistent with studies on the private sector that indicate that quality improvements can increase productivity and reduce costs. Taken together, the evidence points to competition as a potential tool in the nation’s efforts to improve the performance of government services.

Revisiting public information management for effective e‐government services

Governments are employing modern information and communication technologies to serve society better. Raising the effectiveness and quality of government services is not only a matter of new technologies; it also involves clear vision and objectives as well as a sound business strategy. Information systems need to support internal work within a government’s boundaries, serve customers through digital interfaces and leverage digital relationships among social partners. To implement such systems, preparatory work is required in both organization and technology. A new public information management philosophy underlies this significant revamping of the value propositions made to customers. The ongoing enrichment of the Greek Ministry’s of Finance e‐services follows an ICDT‐like business logic. A key factor of all these advances is the re‐orientation of information systems for customer‐centric service.

Evolving forms of quality management in local government: lessons from the Best Value pilot programme

English This article explores the relationship between Quality Management (QM) and Best Value. It investigates how well Best Value incorporates established QM practice and moreover whether the framework has also encouraged any innovative QM developments. Conceptual and practice-centred models of local government service quality provide the structure to explore empirical evidence gathered from the Best Value pilot programme, with more specific reference to the Cumbria County Council case and a number of other shorter exemplars. The article concludes with reflection on the limitations of the study and a discussion of its managerial, governance and future research implications.

Quality Management in Local Government - Issues and Experience

The aim of the article is to examine key dimensions of service quality and to consider the situation within British local government. A model of public service quality is introduced. From this starting point, it is argued that local government service quality must consider the 'citizen question'. Values, objectives, definitions of quality and of standards, systems for implementation and a constructive approach to monitoring and evaluation need to be brought together in an integrated approach. Front-line staff, elected councillors and trades unions have an important part to play and all their voices also need to be heard. Local government as a whole has not yet taken on board this comprehensive approach. However, over ten years or so it has adapted to the new policy environment through a wide range of strategies. These include organisational development and quality initiatives, decentralisation, public participation and community empowerment. All help to build an environment where quality can flourish. A 'tight-loose' organisational culture is essential for success. Some tools from the private sector can be used eclectically, but the article warns against wholesale transfer, since the needs and purposes of local government are generally very different. Public service quality is not only about improving citizens' quality of life. It is also potentially a route to greater sense of citizenship, participation and democracy.

Assuring the quality of UK Local Government services: a case study of school meals catering

This article analyses the changing nature of quality assurance issues for the UK school meals service and presents the results of research into the impact on this service of the compulsory competitive tendering (CCT) regime. It considers the institutional and policy context within which the school meals service operates and shows how that context has qualified the maxim that the consumer knows best. Schools and their pupils have had little input into contract specifications for the school meals service. However, increased local discretion regarding the nutritional standards of school meals, the decentralisation to schools of responsibility for managing their own budgets and the growth of fast food’ catering outlets outwith school premises are, in combination, increasing the power of school managers and of pupils themselves relative to that of the central offices and committees of local education authorities. Hence, the balance of power between different stakeholder groups is changing, so modifying perceptions of what constitutes quality of service.

Strategic Information Management: Conceptual Frameworks for the Public Sector

These are not easy times for government. The federal budget deficit has been a serious economic problem and political fact of life for many years. Until recently, however, states and localities have escaped chronic deficits. Most state resulted from one-time shifts in spending or revenue that could be addressed within the confines of a single budget year. By the early 1990s, however, it had become clear that something else was happening. In 1991, New York posted the nation's largest-ever state budget deficit, $6 billion-its fourth consecutive multibillion-dollar shortfall. By 1992 California set a new record for state budget deficits-$ 11 billion. According to the Center for the Study of the States, most states now have structural deficits (Gold, 1991). They are not facing occasional mismatches between spending and revenue. Instead, their tax systems now persistently fail to produce enough revenue to maintain current services. To complicate matters, public expectations for the level and quality of government services were formed in better economic times. Those expectations have grown while satisfaction with their fulfillment has steadily declined. In the past few years, it has become evident that cutting fat, eliminating waste, and preventing abuse-the management watchwords of the 1980s-are not nearly enough. Government needs to rethink its methods and restructure its approach to public services (Osborne and Gaebler, 1992). In the past, major operational reforms have rested on the infusion of new dollars and new people. Today, these solutions are no longer available. States need to learn to make more effective use of a fixed or shrinking pool of public dollars. Improvements in operations and services must occur within these resource constraints. To meet the rising tide of dissatisfaction and ever-increasing costs, government managers of the 1990s need more than admonishment to change