Government Services Research Articles

Contributing factors to staff turnover in local authorities in Zambia: A case study of Ndola city council.

Introduction Ndola is the third largest city in terms of infrastructure development and second largest in terms of size and population in Zambia. The city has a population of over 475,194 (Central Statistics Office, 2010). The city is one of the most developed commercial and industrial areas in the nation, alongside Kitwe and Lusaka. The city council is a utility institution composed of an elected Mayor and his councilors that are charged with the responsibility of planning and coordinating development in the area in line with the national decentralization policy; and also the administrators who are under the Town clerk and are employed through the local government service commission of Zambia. Employee turnover in the Local Authorities in Zambia in the last ten years has received wide consideration among academicians, professionals and also members of the community that seek services from their Councils. Attention has been on comprehending the sources of employee turnover, while a few organizations have tried to comprehend what makes employees leave their place of work. Only a few Local Authorities in the country have invested in solving the problem of employee turnover. This study was carried out to assess factors that contribute to staff turnover in local authorities in Zambia, particularly, Ndola City Council. The objectives of the study were ; To find out how remuneration affects employee turnover in local authorities in Ndola city council. To determine the extent to which staff motivation affects turnover at the Ndola city council. To establish the extent to which staff opportunities for career progression affect employee turnover in Local authorities in Ndola city council. The study showed that the factors that contribute to staff turnover have not been fully understood by all stakeholders. Those that attributed staff turnover to salary inconsistencies said that the revenue base of the councils was marred with corruption and abuse of resources by the revenue collectors. Lack of accountability has resulted in the resulted in resources being misused and in the end the average council worker suffers (Magner et al, 1996). The views of those opposed to the inconsistency of salaries as a reason for staff turnover are that what has caused departure of people is owed to the policy of career progression where every employee has to have a minimum qualification of a degree. As a result, after years of study most employees often rush to find greener pastures.

Nexus of public organization, transparency, and accountability in Indonesia's digital governance

This study examined uniting public organization, transparency, and accountability theories for a holistic understanding of digital government service implementation in Indonesia. This study used a survey data collection method with 424 respondents for employees in four local governments. Questionnaires were generated using a Likert scale. Structural equation modeling‐partial least squares was used to assess the validity and reliability of the data and to test hypotheses and regression models. Following the testing of hypotheses and regression analysis, this study found that variables of employee skills, leadership, regulation, infrastructure, information and communication technology, transparency, and accountability had a positive and significant effect on the variable of digital government service implementation with p‐values of 0.034, 0.025, 0.014, 0.031, 0.009, 0.005, and 0.010, respectively. In contrast, variables of budgeting and bureaucratic structure do not positively and significantly impact the variable of digital government service implementation with p‐values of 0.210 and 0.311, respectively. The influence of the independent variables on the dependent variable was strong (R‐square = 0.834). The limitations and implications of these findings are discussed in the conclusion.

The Analysis of the Influence of Government Diversity Policy Intervention, Service Innovation and Competitive Performance on Social Governance from the Perspective of Inclusiveness

In order to enhance the effectiveness of social governance and accelerate economic development, this paper explores the role of diversified and inclusive policies introduced by local governments in service innovation and competitive performance, as well as their impact on improving local governance. From the perspective of social governance, several hypotheses are proposed, including: what role inclusive policies play in service innovation and competitive performance; Has diversification policy improved service innovation and competitive performance; Can the government's diversified and inclusive policies improve the social governance environment and enhance binding laws and regulations; Can service innovation and competitive performance provide conditions for social governance. The analysis results indicate that diversified and inclusive policies can effectively improve service innovation and competitive performance, and directly affect social governance. Inclusive and diverse policies can significantly improve service innovation and competitive performance, and drive them towards a positive direction. Service innovation and competitive performance are good conditions for social governance, providing support for the improvement of relevant laws and regulations. Therefore, the government should introduce diversified and inclusive policies to promote the development of service innovation and competitive performance, create a good external environment for social governance, and promote the improvement of relevant laws and regulations.

An Assessment of the Effect of E-Procurement on Procurement Processes and Efficient Performance in Zambia’s Government Institutions: A Case Study of the Local Government Service Commission

An Assessment of the Effect of E-Procurement on Procurement Processes and Efficient Performance in Zambia’s Government Institutions: A Case Study of the Local Government Service Commission

POTENTIAL VULNERABILITY TO CORRUPTION IN GOVERNMENT PROCUREMENT: PROSPECTS FOR FAIR COMPETITION

Embezzlement in the procurement of goods and services is the largest category of corruption cases handled by the KPK. In general, the form of fraud in the procurement of goods and/or services is the practice of direct appointment and the manipulation of the self-estimated price (HPS). The purpose of this research article is to analyse the potential susceptibility to corruption in tenders for the procurement of government goods and services that are not in accordance with the principles of fair business competition, and the efforts to prevent the potential susceptibility to corruption in tenders for the procurement of government goods and services that are in accordance with the principles of fair business competition. The method used is normative legal research. The results of the study indicate that the collusion between business actors and public officials in the tendering process begins during the budget planning and tendering process. The government's efforts to reduce the potential for corruption in the procurement of public goods and services by changing the organisational structure of procurement and tenders are being carried out through e-purchasing and expanding the object of refutation of auctions and tenders carried out by taking into account the principles of fair business competition, namely in a transparent, non-discriminatory manner and without barriers to entry

A paradigm shift in appointment Scheduling: Introducing a decentralized integrated Online booking system

Long wait times, coordination, and integration are persistent issues in many health systems, hindering effective management of client waitlists and delaying treatment. The traditional approach of independent scheduling at each center does not allow for a coordinated response to demand fluctuations.An Integrated Online Booking system (IOB) for outpatient services is designed in this study, presenting the first central intake-based appointment system integrated with an optimization approach and a novel decentralized and distributed appointment system. This system considers the independence of centers while better responding to demand and improving overall system performance.The optimization component of the IOB system is expanded in this paper to include multiple sites, patient preferences, priorities, and wait time targets. It becomes a large-scale problem as all requests from a geographical region are combined into one stream. A decomposable algorithm based on the Alternating Direction Method of Multipliers (ADMM) is used for this system. The study employs real large-scale MRI data from all hospitals in Ontario, Canada, to demonstrate the effectiveness of the IOB system, providing insights into its potential impact on healthcare operations. The results indicate that the IOB system can outperform common appointment scheduling approaches in terms of reducing patient wait times, balancing utilization rates, improving referral patterns, and enhancing system efficiency.The proposed IOB system can bring added value to the market by speeding up diagnosis and treatment processes while improving the efficiency of healthcare systems. This platform can be considered as Software as a Service (SaaS), providing a scalable and accessible solution for managing appointments across various sectors, and leveraging blockchain technology to ensure secure, transparent, and tamper-proof appointment records. This study provides insights for decision-makers, highlighting the importance of effective scheduling in managing client waitlists during treatment in the healthcare sector, such as elective surgery, home healthcare, physical and mental therapies, and other service industries like education, public consultations, and government services. The IOB system can be integrated with Artificial Intelligence (AI)-based tools and machine learning methods and combined with other service software to optimize appointment scheduling and improve system performance.

ETIKA ADMINISTRASI PADA PENINGKATAN PELAYANAN PUBLIK YANG BERKUALITAS OLEH APARATUR DI KANTOR DESA TEGALREJO KECAMATAN DRINGU

Government service activities are related to the apparatus. The apparatus is required to perform services and organize tasks with a code of ethics. The code of ethics is a reference for action and understanding the values that are relevant to personal character. The ethics that need to be oriented to the government is the ethics of state administration. Such as public services by the apparatus in Tegalrejo Village, DringuSubdistrict, which must carry out services to the public and fulfill the elements that can serve the needs of Tegalrejo villagers. This is interesting to do research, related to administrative ethics on improving quality public services by the apparatus in the Tegalrejo Village Office, DringuSubdistrict. The results showed that administrative ethics were applied to improve quality public services by the apparatus at the Tegalrejo Village Office in Dringu Sub-district. Including aspects of efficiency in resources and funds that are utilized for the benefit of Tegalrejo villagers. The effectiveness aspect relates to the suitability of the ability and knowledge of the village apparatus in organizing services for the benefit of villagers. Aspects of service quality relate to friendliness and communicativeness, and timeliness in accordance with the conditions of the villagers and techniques that are easily accepted and understood by the villagers. The responsiveness aspect relates to the readiness and willingness of the apparatus to act with superior programs. The accountability aspect relates to the actions of the apparatus in services relevant to SOPs, regulations and policies.Research with qualitative type with interview techniques, observation, and documentation.

The Role of Time Zone Differences on Bilateral Service Flows from Kenya

ABSTRACT This study investigates the effect of time zone differences on service exports (total and nine categories—travel, transport, computer and information, construction, financial, insurance, government, other business services, and personal, cultural, and recreational services) from Kenya. Estimates from the Poisson Pseudo-Maximum Likelihood (PPML) estimator of the gravity model on bilateral service exports data from Kenya to 176 countries, for the period 2005–2019, show that the effects of time zone differences between Kenya and partner countries is positive and statistically significant in technology-sensitive service exports (computer and information) while negative for construction and government service exports. Further analysis shows that these results are robust when an alternative model is employed and overlapping workday hours are used. The authors also find that the effect of time zone differences on services is nonlinear and sensitive to regulations and physical infrastructure (particularly mobile subscriptions). Attracting investment in technology-sensitive sectors should be encouraged through appropriate policy, given the positive impact of time zone differences on their exports. Traders in these sectors can also create networks with foreign firms. Deregulating and developing information and communication infrastructure, to expand mobile subscriptions, should also be encouraged.

The Effectiveness of Digital Government Services, Public Participation Mechanisms, and Policy Innovation in Public Administration

This study investigates the effectiveness of digital government services, public participation mechanisms, and policy innovation in enhancing public administration. The primary objective is to qualitatively analyze the literature to understand how these elements contribute to improving the efficiency, transparency, and responsiveness of public administration. The research employs a qualitative literature review methodology, synthesizing findings from academic articles, government reports, case studies, and empirical studies to provide a comprehensive overview of current knowledge in this field. The literature review methodology involves systematically collecting and analyzing scholarly sources that discuss various aspects of digital government services, public participation mechanisms, and policy innovation. The study categorizes the literature into key themes, such as the benefits of digital government services in streamlining administrative processes, the impact of public participation mechanisms on policy legitimacy and public trust, and the role of policy innovation in addressing complex societal challenges. Thematic analysis is used to identify patterns and trends in how these factors influence the effectiveness of public administration. The findings indicate that digital government services significantly enhance administrative efficiency by reducing bureaucratic delays, lowering costs, and improving service delivery. Public participation mechanisms, including e-participation platforms and citizen engagement initiatives, are shown to increase policy transparency and accountability, fostering greater public trust in government. Policy innovation, through the adoption of new technologies and innovative practices, addresses emerging issues and improves public sector adaptability.

The effect of algoritmics government, artificial intelligence, and tax service on tax compliance

Taxes are an essential pillar of country's economic growth and sustainable development. Therefore, this study investigates the effect of algorithmic government, artificial intelligence, and tax services on tax compliance. This research uses a quantitative approach with a survey method. The sample was 393 taxpayers. The research instrument used was a questionnaire designed on a Likert scale with five response options. The questionnaire was distributed via the WhatsApp application and email in Google Form format. Data were analyzed using regression. The results found that algorithmic government, AI, and tax services, partially and simultaneously, affect tax compliance among taxpayers. These findings provide insight into how tax compliance can be improved through algorithmic government, AI, and tax services. Therefore, researchers and practitioners can discuss the findings of this research critically and in depth before adapting and adopting them in their future work without ignoring the limitations of this research.

Evaluation of E-Government System Policies in Timor-Leste From 2017 To 2023

Information and communication technology is increasingly developing in the current era, the government is required to issue a policy to prepare and develop it in the government. In this case, the implementation of e-government system policies in Timor-Leste through the central agency of information and communication technology aims to digitize government activities and services towards a modern government and ensure a transparent, effective, and efficient government. In this study descriptive qualitative research methods. Data collection is carried out by interviews, observation, and documentation with the determination of informants determined by purposive techniques or methods. This study shows that the implementation of the e-government system policy in Timor-Leste is still not effective or optimal because there are still factors that become obstacles to its implementation. Furthermore, the central agency of Tic Timor. I.P. still lacks human resources in the field of IT or adequate technical personnel, lacks facilities, and slow or unstable internet networks. The conclusion in the research obtained from the results of this study is that the Timor-Leste government through the central agency Tic Timor. I.P. has tried to develop an e-government policy system but there are still many shortcomings such as human resources in the field of informatics and technology, and low internet networks. The input suggestion given by the researcher is that the government needs to increase the capacity of supervisors and human resources to develop and accelerate the implementation of e-government policies in various government agencies at the central and regional levels.

Factors Affecting Citizen Satisfaction of Urban Local Government Service in Bangladesh: The Case of Pabna Municipality

Factors Affecting Citizen Satisfaction of Urban Local Government Service in Bangladesh: The Case of Pabna Municipality

Stimulating the capacity to govern the commons.

The ability to strengthen governance institutions and fisheries restrictions and laws is needed to improve conservation and management of common-pool resources. We evaluated the potential for stimulating change with modest interventions by studying fishing village households before and after a 27-month intervention period in a high-priority coral reef conservation area. Interventions included training in catch monitoring, stock assessment, mapping fishing grounds, microcredit, gender inclusion, theatrical skills, fuel efficient stoves, and participation in the planning of a conservation proposal. There was a background increase in reported formal education, household size, group membership, and household wealth but a decrease in fish consumption and public services. Of conservation importance, the perceived strength of 13 governance institutions and benefits of 6 fisheries restrictions increased over the intervention period. Finally, correspondence between knowledge of and agreement with recent national fisheries laws was moderate to high and positively correlated. The intervention period was stronger than demographic factors that often influence perceptions, such as village, government services, gender, household size, membership in community groups, and age responses. In general, perceptions of strengths of governance and benefits of restrictions increased more among women and youth than adult men respondents. The largest changes in perceptions of increased benefits were among strict restrictions initially ranked low, specifically fisheries closures, parks, and species restrictions. Consequently, capacity building overrode demographic factors common to poor people with limited employment capacity that can have negative perceptions of strict conservation.

Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach

PurposeThis paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing the psychological well-being of the service providers.Design/methodology/approachThis paper utilises a triangulation design approach to interpret the findings of the study and propose pertinent strategies. Firstly, we examined the mediating role of occupational stress in addressing the link between OI traits, and digital government service quality. Next, we examined the priority factors of OI traits and occupational stress to sustain the quality of digital government services via the Importance-Performance Map Analysis (IPMA). These findings were cross-examined with the code’s percentage generated from participants’ open-ended survey feedback on aspects that requires improvement in sustaining service quality.FindingsIn principle, occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. Analysis at the lower component level shows that the mediation effect of occupational stress is only significant in the presence of employee-oriented OI traits and “Alignment and Congruence”. Accordingly, the IPMA exhibited the importance of “Job engagement”, “Alignment and Congruence” and “Occupational Stress” in sustaining service quality. Conversely, code’s percentage analysis demonstrated the role of other insignificant traits such as “Leadership” and Appetite for Change and Knowledge Deployment’ in ensuring the sustainability of digital service quality.Originality/valueBy integrating the Organisational Model of Stress with Public Service-Dominant Logic, this paper rejuvenates the stressors utilised in a traditional work setup and widens the perspective of individual job performance to organisational level performance, to reflect the context of today’s public service delivery. We triangulated the outcome from mediation analysis, IPMA as well as open-ended feedback analysis and propose prioritisation on the aspects of “Employee-oriented traits”, “Psychological Well-being”, “Alignment and Congruence”, “Leadership” and “Appetite for Change and Knowledge Deployment” aspects for sustaining digital government service quality. Considering the significance of occupational stress in sustaining service quality in both quantitative and qualitative analysis, this paper also takes the approach of proposing a stress intervention program at the individual and organisational levels to manage the psychological well-being of the service providers.

Smart City Planning To Create Good And Clean Government In Ternate City

Abstract: In the journey towards a Smart City, efforts to make it a bridge that connects people's expectations of appropriate, effective, and efficient government services by utilizing Information and Communication Technology (ICT) is of the essence. The Smart Governance concept is the main key, where the Ternate City Government as executor of government duties is expected to be able to provide quality services following Standard Operating Procedures (SOP) and the principles of law, humanity, justice, democracy, participation, transparency, accountability, and commitment to the welfare of its citizens. To realize the Smart City vision in Ternate, there needs to be a mutual understanding regarding the true Smart City paradigm. "In addition to supporting regulations, good cooperation between various parties who are committed to implementing Smart City as a form of public service to the community is very important.Keywords: Smart City, Planning, Government

Research on the Influence Mechanism of Public Service Provision and Public Service Satisfaction on Residents' Happiness

The government provides public services, and the public receives them. The public's evaluation of the provision of government public services is the yardstick used to measure the quality of government services. It is also the responsibility and obligation of the government to enhance the quality of public services and the public's satisfaction. This paper primarily focuses on the correlation between public service provision, public service satisfaction, and residents' happiness. Using the CGSS2015 data as the research object, a significant positive relationship between public service provision and residents' happiness was identified through factor analysis, multiple linear regression, and intermediary effect testing. The conclusion of this paper holds significant reference value for the government in enhancing public services and improving residents' well-being.

Implementation Of Public Services Based On The Digides Application (Digital Village) In Pondok Kelapa District, Central Bengkulu District"

This research discusses the implementation of public services based on the Didiges application in the village government service and administration system. This research is based on Law no. 25 of 2009 concerning Public Services and Presidential Decree 95 of 2018 concerning Electronic-Based Government Systems. The aim of carrying out this research is to determine the extent of implementation of public services based on the Digides application, as well as the factors that influence its implementation in Tanete Rilau District. By using descriptive qualitative methods, this research produced several findings such as the quality of use of online administration features, online correspondence services, and the minimal use of mobile applications by residents. From the theory of Donald S. Van Meter and Carl E. Van Horn, it was found that the most influential factors in the implementation of Digides application-based public services in Pondok Kelapa District are policy standards and targets, resources, relationships between organizations, characteristics of implementing agents, social conditions, politics, and economics, as well as the disposition of implementers. Based on the results of the research analysis, the village government plays an important role as the front guard that serves the community more closely. Therefore, the village government should actively provide outreach regarding the use of the Digides application to the community so that digital transformation can run optimally.

Exploring the Relationship Between E-Government, Transparency, and Citizen Trust in Government Services

This study investigates the relationship between e-government initiatives, transparency, and citizen trust in government services. By synthesizing existing literature and analyzing case studies from various countries, the research aims to understand how digital governance and transparency can influence public trust in governmental operations and services. E-government, which encompasses the use of digital platforms and technologies to deliver government services, is found to play a significant role in enhancing transparency and accessibility. The study reveals that e-government initiatives facilitate greater openness by providing citizens with easy access to information and services, thereby reducing opportunities for corruption and enhancing accountability. This increased transparency is shown to be crucial in fostering a more informed and engaged citizenry. Transparency in government is identified as a key factor in building citizen trust. The research highlights that when governments are open about their processes, decisions, and use of resources, citizens are more likely to perceive them as reliable and trustworthy. Transparency initiatives, such as open data platforms and online public consultations, allow for greater scrutiny and participation, which in turn can increase public confidence in government actions. Citizen trust in government services is essential for the effective functioning of a democratic society. The study indicates that trust is significantly influenced by the perceived transparency and accessibility of government services. When citizens trust that their government is transparent and accountable, they are more likely to engage with and utilize government services, leading to greater societal cohesion and cooperation. In conclusion, the interplay between e-government, transparency, and citizen trust is critical in shaping the effectiveness and credibility of government services. The study suggests that enhancing digital governance and transparency can lead to increased public trust and more effective government operations. Future research should explore the specific mechanisms through which e-government initiatives can further enhance transparency and trust in different socio-political contexts.

Building resilience of street-connected children during COVID-19: turning rights into practices through CINI method.

This article examines the methods and opportunities for SCC's meaningful participation that recognize their agency and are aligned with General Comment No. 21 (GC21) to the United Nations Convention on the Rights of the Child (UNCRC) on Children in Street Situations (UNCRC, 1989). This article explains the application of CINI's core practice models which explains the child centrality in development practices for "turning rights into practice for children" derived from the Sustainable Development Goals, principles of Human Rights, UNCRC, and General Comment No. 20 (2016). The Institutional knowledge was practiced through child-led action research with street- connected children which resulted in the development of agency among SCC, peer researchers, and child advocates for resilience building within their community during COVID-19. Child in Need Institute (CINI) has been working with SCC since 1989 and has derived a rich body of experience from the interventions. CINI applied participatory approaches to practice, research, decision-making, and policy development; thus, facilitating children in the process of systematically gathering information with their peers, identifying key issues and problems faced by SCC, and securing support from duty bearers that were required for the survival within their situations. Drawing on the approach undertaken and the tools used in the participatory research and advocacy, this article reflects upon the processes and strategies that worked out in facilitating SCC's ability to exercise agency and resilience through evidence generation and advocacy during COVID-19 and the associated lockdown and beyond. Through capacity building on research tools, leadership and communication skills, SCC can build concrete evidence of their vulnerabilities and the gaps that pose as barriers to their access to existing support mechanisms. This evidence helps them to prioritize the solutions that are required to bring changes in their lives and that of their peers, with which they can advocate at different platforms that promote dialogs and negotiations between children and duty-bearers. A participatory research project funded by Wellcome Trust focused on the vulnerabilities faced by street-connected young people and the access to services available to them. It revealed the lack of understanding regarding SCC and their invisibility in data and planning of support services, the gaps in access to healthcare services, the social determinants of health including safety, and their exclusion in platforms for dialogs with duty bearers. They took these issues to local government leaders, service providers, and national and international advocacy platforms; and suggested solutions to local and world leaders to bring changes in their situations. This resulted in a marked increase in the responsiveness of service providers toward SCC during the period of COVID-19, and the increased agency and negotiation skills of peer leaders to support their communities and demand solutions during the period of COVID-19 and associated lockdown.

Identifikasi Penyebab Korupsi dalam Prosedur Pengadaan Barang dan Jasa Pemerintah

This study shows solution to prevent a corruption in government procurement. This study was conducted using descriptive qualitative methods with secondary data collection through a literature review. The results of the research show that cases of corruption in the procurement of government goods and services in Indonesia are due to the lack of strong regulations for procurement of government goods/services and the ineffectiveness of the government procurement system for goods/services, such as poor quality and quantity of goods, wrong goods obtained, lack of clarity in other technical requirements. , as well as the slow implementation of procurement and delivery of required goods and services, which makes beneficiaries disappointed. Maladministration is also seen as an important component of corruption in goods and services procurement procedures.