Public Service Performance Research Articles

Financing decision, ownership type and financial performance of listed non-financial companies in Ghana

The study aims to investigate the nexus between financing decision, ownership type and financial performance of listed non-financial companies in Ghana. Data were selected from 22 listed non-financial companies on the Ghana Stock Exchange from the years 2010 to 2021. A non-parametric estimation technique-robust OLS (Driscoll-Kraay) was employed to test the variables of interest. Findings indicate that long-term debt funding directly affects ROA, ROE and TQ negatively. Again, total debt funding posits a positive link with ROE and TQ. Moreover, the direct relationship between ownership type, financing decision and accounting-based performance measure (ROE) was insignificant but significant with market-based performance measure (TQ). Subsequently, the interaction role propelled ownership (foreign and state) to be significant on the relation between financing decision and financial performance. Largely, foreign-owned companies play a strong positive role on the link between financing decision and financial performance. Further, state ownership negatively affects the association between financing decision and financial performance. The study contributes to knowledge by considering the multiplier effect of ownership type on the relationship between financing decision and financial performance in Ghana. For policy implication, regulators specifically of state interest entities should formulate balanced frameworks for welfare seeking in public service delivery and performance for sustainability.

Organizational size and public service performance: a meta-analysis and an agenda for future research

ABSTRACT The question whether small or large organisations are associated with the best public service performance has long been a subject of debate in public administration research, and has had profound ramifications for practice. This article seeks to bring clarity to this debate by conducting a meta-analysis of studies scrutinising the relationship between organisational size and public service performance (45 articles, 122 effect sizes). Meta-analytical and meta-regression results show mostly null findings. We discuss the circumstances in which organisational size matters for public service performance, and propose rekindling venerable research agendas about nonlinearity and contingency in the size-performance relationship.

A public service management model as an antecedent for citizen satisfaction and fiscal policy

PurposeThe study of citizens' perceptions of the performance of public services and their relationship with the taxes allocated to them is of great interest in the context of public and fiscal management and the welfare state. This study has a twofold objective in defining a structural equation modeling (SEM) model: on the one hand, to measure the relationship between the perception of the performance of public services and the taxes allocated to them and on the other hand, to study the reflection of the perception of the performance of public services on the happiness and satisfaction of citizens.Design/methodology/approachTo achieve this objective, a descriptive cross-sectional study was carried out based on data from the “Public opinion and fiscal policy, 2022” questionnaire of the Centro de Investigaciones Sociológicas (CIS) through a survey with a sample of 2,543 citizens representative of the Spanish population. The partial least squares (PLS) method was applied to test the following hypotheses.FindingsThe result of this research allows us to know which variables in relation to citizens' perception of the functioning of public services have a positive influence on use of taxes and on citizens' happiness and satisfaction.Originality/valueOne of the novelties of this study is to analyse the effect of consumer perception on the performance of public services from the perspective of the welfare state by improving citizens' happiness and satisfaction.

Self-assessment of essential public health operations in Kosovo

Aim: The National Institute of Public Health of Kosovo (NIPHK) considered the challenge of assessing the availability and performance of critical public health services in Kosovo. To this end, support was requested from the World Health Organization (WHO) European Regional Office, through the WHO office in Pristina, for an action-oriented process. The systematic process of the self-assessment of public health operations aimed to generate sufficient empirical evidence to identify the strengths and weaknesses of the country’s health services and functions to provide recommendations for future public health actions in Kosovo.Methods: The NIPHK team followed the systematic self-assessment methodology of the Essential Public Health Operations (EPHO) model that the WHO’s regional office for Europe developed. The appraisal was conducted throughout 2018 and the first quarter of 2019 and involved a broad spectrum of public health actors. It also followed a participatory, interdisciplinary, and inter-sectoral approach. It was developed in three phases: preparation and collection of information, analysis and interpretation of the data, and critical recommendations for the Kosovo health authorities’ consideration. Results: The assessment resulted in an overall score of 48% sufficiency for the set of public health operations (core and enablers). The most in need of development were EPHO 6, which is related to governance (only 20% of what is needed in this dimension as a whole), followed by EPHO 3, which considers vital aspects of health protection (35%), and EPHO 10, which is related to research capacities (40%). Based on the EPHO assessment results, the specialized teams developed a set of priority recommendations to strengthen the implementation of the EPHOs in Kosovo.Conclusion: The self-assessment revealed that, despite ongoing initiatives and measures to strengthen public health, the application of EPHOs has much room for improvement. We believe that decision-makers can use this method and the findings that it reveals to implement the most effective interventions to protect and promote the population’s health. In addition, the methodology and experience can be used for educational and training purposes.

Analysis of the operational and financial performance of the Addis Ababa municipality-owned public bus transport services

ABSTRACT Improving operational performance is the key concern for the transportation sector in emerging countries. In Addis Ababa, the majority of the transit service was provided by municipally owned public bus transportation companies such as Anbessa and Sheger Transport Service Enterprises. This study examined the operators’ operational and financial performance in comparison to industry standards. The ratio analysis approach was utilized to examine secondary data from 2016/17 to 2021/2022, which was employed in the study. The overall findings indicate that, despite differences in operational safety and employee productivity, the Anbessa city bus outperforms the Sheger city bus in some parameters, such as fleet utilization, vehicle usage, and service utilization. However, Sheger city bus outperforms its competitor in terms of operational safety and bus staffing levels. Finally, a majority of the data indicates that the operators’ performance fell short of industry standards. To improve their financial and operational performance and continue offering services that fall short of those provided by other companies in the city, bus transit companies, which receive government subsidies to operate their services, must significantly improve how they use their resource. Furthermore, the municipality should offer subsidies and other incentives based on the genuine company’s performance.

Evaluation of the Quality of Web-Based Integrated Administration Services (PATEN) in Sidoarjo District, Indonesia

The Regional Integrated Administration Service Program (PATEN) is one of the currently web-based programs to support the optimization of public service performance related to licensing to document issuance in Sidoarjo Regency, Indonesia. This research aims to develop a service quality evaluation model in information systems by examining the understanding and application of the e-government field. Achieving this study’s objectives should produce: 1) mapping critical factors to develop web-based quality evaluation models for PATEN, 2) formulating web-based development of quality evaluation models for PATEN, and 3) adopting strategies for developing web-based PATEN quality evaluation models in Sidoarjo Regency Government. The research method used is descriptive research with a qualitative approach. The research location is Sukodono District and Buduran District, Sidoarjo Regency Government, Indonesia. The data collection method included interviews, focus groups, and discussions. The research results show that the mapping of critical factors in developing a web-based quality evaluation model of PATEN in terms of knowledge development of employees who have often attended workshops to support employee competence in providing public services; leadership strongly supports innovation. Standard Operating Procedures and the innovation network are under continuous development. This study develops an e-government-based evaluation model of sub-district integrated administrative services quality. It combines the previous model of improving the service quality of electronic-based systems to improve the quality of continuity of use and a model of service measurement to consumers using the website.

Analisis Potensi Penerapan Badan Layanan Umum Daerah Balai Benih Pertanian Barongan Berdasarkan Kinerja Keuangan

The Government of Bantul Regency has a strong push for implementing the Badan Layanan Umum Daerah (BLUD) at the Benih Pertanian Barongan because, in principle, BLUD is based on the principles of efficiency and productivity. On this basis, a Research Analysis of the Potential of the Implementation of the Regional Public Service Agency was carried out at the Balai Benih Pertanian Barongan to know the potential of the Balai Benih Pertanian Barongan in fulfilling the three BLUD requirements, namely substantive requirements, technical requirements, and administrative requirements. This study uses a descriptive method with a qualitative and quantitative approach. Data analysis analyses technical requirements, including public service performance and financial performance. The analysis results show that the potential for implementing BLUD at the Balai Benih Pertanian Barongan meets the technical requirements, especially regarding public service performance and financial performance. This is indicated by the Indeks Kepuasan Masyarakat (IKM) category (category A) and healthy financial performance achievements. Besides that, it has also fulfilled the substantive and administrative requirements, and this is shown that the Balai Benih Pertanian Barongan as a work unit under the SKPD of the Agriculture and Forestry Service of Bantul Regency is following the definition intended by Permendagri No. 61 of 2007, namely (a). The Balai Benih Pertanian Barongan organizes public services related to goods and public services, which have several tasks and functions of managing agricultural seeds and providing superior quality seeds and (b). Operational in nature in organizing public services that produce semi-public goods/services (quasi-public goods). That the provision of rice seeds is not only carried out by the Balai Benih Pertanian Barongan, but several private parties or the public can also provide them

Analysis of Community Satisfaction and Perception Index of Service Delivery at the Regional General Hospital (RSUD) Dr. Zainal Umar Siddiki (ZUS) North Gorontalo Regency

Efforts to improve the quality of public services in a sustainable manner, it is necessary to conduct research on public services, especially the implementation of the services of the Regional General Hospital (RSUD) Dr Zainal Umar Siddiki (ZUS) North Gorontalo Regency in order to improve service quality and customer satisfaction requires evaluation. This is one of the indicators to determine the performance of public services in providing quality services to the community, including health services at (RSUD) dr Zainal Umar Siddiki (ZUS) North Gorontalo Regency. Based on the results of the study showed that first,in general, the quality of public service elements of the Zainal Umar Sidiki Regional General Hospital is perceived as not good with a Community Satisfaction Index of 75.79 with service quality C. Second, the average index value of public service elements of the Zainal Umar Sidiki Regional General Hospital is 3.03. this shows that the service recipients of the Zainal Umar Sidiki Regional General Hospital perceive that they are not satisfied with the services provided. Also strengthened with an index value of 4 elements of service Satisfaction with the unfavorable category. While the other 3 elements have a good category satisfaction index but have a low value, while only element 2 elements are in a good category with an average value, namely the behavior of medical personnel and costs/tariffs incurred by patients.

Penerapan Prinsip-Prinsip Good Governance Dalam Meningkatkan Kualitas Pelayanan Publik Pada Kantor Badan Pendapatan Daerah Kota Bogor

This research was conducted because of the lack of application of the principles of good governance carried out by public service providers. This study aims to determine whether the application of the principles of transparency, accountability, and participation as an element of good governance has an effect on improving the quality of public services at the Bogor City Regional Revenue Agency. Determination of the sample in this study is by distributing questionnaires where the questionnaire must be filled out by 100 respondents and after that the data obtained will be processed by SPSS 25 and the analysis technique used is multiple linear regression. The results of the study based on the measurement of research instruments show that the application of the principles of good governance has been carried out very well by BAPENDA Bogor. The results of the study based on the significant value and the comparison of t arithmetic with t table show that the principle of transparency has a significant effect on the quality of public services where the more transparent a government will increase public trust and the quality of public services. Accountability has no significant effect on the quality of public services due to limited public perception in understanding the principle of accountability. The principle of participation has no significant effect on the quality of public services due to whether or not the community is active in providing criticism and suggestions to the government, the policies taken by the government seem to pay less attention to people's aspirations. From the results of the significant test and the calculated F compared to the F table, it shows that the principles of transparency, accountability, and participation as elements of good governance have a simultaneous effect on the quality of public services, which if these three principles are carried out properly it will better guarantee a public service performance. so that the better the application of the principles of transparency, accountability, and participation, the better the performance of a public service so that the quality of public services will also improve.
 
 Keywords: transparency, accountability, participation, good governance, quality of public services

Performance Evaluate of Public Services: Study at The Government and Borders Bureau of Kepulauan Riau Province

Performance evaluate of public services is one of the processes leading to improve public services so that development goals can be immediately achieved, that is the creation of general welfare. The purpose of this study was to analysis the performance of public services in Government and Border Bureau Setda Province Kepulauan Riau. The study uses descriptive qualitative with Likert scale which provides an overview of the phenomena that occur in the field and presents data in a systematic, factual, and accurate manner from service recipients. The data collection techniques used in the study by surveying through online questionnaires. The elements surveyed are 1) Service Requirements, 2) Service Systems, Mechanisms and Procedures, 3) Service Time, 4) Product Specifications & Service Fees/ Tariffs, 5) Implementing Competencies & Behaviors, 6) Service Facilities and Infrastructure, and 7) Website Info and Complaint Handling, Suggestions & Feedback. In general the results show that the performanceof public services at the Government and Border Bureau is seen in terms of work quality by assessing the service results felt by service recipients that are XX, included in category B with good service performance as expected.

Death anxiety among street-level bureaucrats: how does it affect their work drive and performance?

ABSTRACT Drawing on the depletion model of self-regulation, this study investigates how death anxiety depletes the energy of SLBs, resulting in negative consequences for their work drive and public service performance. The study also examines the importance of trait mindfulness as a boundary condition for determining whether the psychological and work-related outcomes of death anxiety are more or less severe for some SLBs. Using time-lagged and supervisor-matched data from 417 respondents, our findings provide new insights into SLBs’ psychological response and job performance in the face of a life-threatening global pandemic.

Work From Anywhere (WFA): Formulation of Policy Design for the Work System of State Civil Apparatus as Government Bureaucratic Efficiency In The New Normal Era

The changes in the order of people's lives after the Covid-19 pandemic stimulated the government to find the right policy direction, especially related to the work system of the State Civil Apparatus (ASN). Efforts to build a more adaptive work mechanism in dealing with crises initially created a Flexible Working Arrangement (FWA) policy which was implemented with Work From Home (WFH) as stated in the KemenPANRB Circular Number 19 of 2020 concerning Adjustment of the ASN System in Efforts to Prevent the Spread of Covid-19 The implementation of this policy has succeeded in achieving performance so that in the long term the government plans to implement a new work system model in the current New Normal era, namely Work From Anywhere (WFA). Later, ASN can work according to their convenience to improve the performance and better quality of public services. This formulation is also the embodiment of Industry 5.0 in work culture, so instead of closing oneself off from a restrictive system and working time, people can align it with the ever-evolving technology infrastructure as part of the reform agenda set out in Presidential Regulation No. 81 2010. This study uses a normative legal research method with an approach to legislation and literature study and uses descriptive analysis in managing qualitative data by applying a deductive method. The study results explain that the WFA concept is a new step for the government with a monitoring and evaluation system for ASN Number 8 of 2022. Furthermore, it is recommended to form a PermenPANRB. It is hoped that it will not only be a temporary solution but future-oriented in improving the performance of ASN based on the actual result.

GOOD GOVERNMENT OPTIMIZATION THROUGH STANDARDIZING PUBLIC SERVICES

Currently, problems related to public services are still far from being expected and must continue to be improved. In realizing good governance today, it is needed not only good public services in local and central governments, but also in sub-district governments. There are three important reasons behind the novelty of public services as an effort to encourage good governance practices in Indonesia. First, improving the performance of public services that are considered important by stakeholders, namely the government, the community and the business world. Second, public service is the domain of the three elements of government that interact very intensively. Third, the values ​​that characterize the practice of administering government are translated more easily and clearly through public services.The implementation of the Community Empowerment Program (PPM) includes the format, socialization activities in collaboration with the Immigration Office Class I TPI Tanjung Perak with the theme Strengthening Public Services in Realizing Good Governance in Government Offices. Strengthening public services under supervision in three stages. The first stage is sharing discussion, FGD activities, and preparing public service standardization. The target of this activity is all village officials. From these socialization activities resulted in the standardization of public services that have been made jointly based on Law No. 25 of 2009 and Ministerial Regulation No. 36 of 2012. Simple Public Service Principles; certainty of time; accuracy; legal certainty; responsibility; facilities and infrastructure; easy access; discipline, manners and registration; as well as convenience. In addition, it is also determined by service techniques in the urban village sector.
 Keywords: Optimization, Good Government, Public Service. Standardization

The importance of digitalization in powering environmental innovation performance of European countries

We empirically examine the influences of the digital business and digital public services on environmental innovation (EI) performance in the European region during the 2011-2019 period. We use four diverse measures to capture the performance of EIs of 24 European countries, including the percentage of enterprises implementing EI investment (% of surveyed firms); the percentage of enterprises implementing EI activities (e.g., implementation of resource efficiency actions, sustainable products, or ISO 14001 certificates) measured, a number of enterprises having new ISO 14001 registration and a number of EI related patents. There are four measures of e-Commerce, including online selling, e-Commerce sales, e-Commerce web sales, e-Commerce turnover, and two measures of e-Business, including CRM usage and cloud usage. Digital public service performance is captured by three indicators, including user centricity, business mobility and key enabler. Our study provides the theoretical framework to explain the link between digitalization and environmental performance. The nexus between digitalization and environmental innovations is empirically analyzed by using the panel corrected standard error (PCSE) model and the feasible generalized least squares (FGLS) model for the panel data featuring the cross-sectional dependency. Our estimation results highlight the importance of digital businesses, including e-commerce sales, e-commerce turnover, e-business (including CRP and cloud usage), in improving the EI investments, EI activities, EI related patents, and the number of enterprises with new ISO 14001 registration during the 2011-2019 period in the European region. Digital public services are less crucial in promoting EI performance as compared to digital businesses as these variables are not statistically significant in some cases. We also provide empirical evidence on the mechanism to explain the improvements in EI. Digitalization appears to have favorable impacts on EI investments of firms and government's financial support, and the public's awareness regarding the importance of EI.

The dynamics, challenges and prospects of public procurement reforms in Zimbabwe

Africa's Public Service Delivery & Performance Review is a peer reviewed journal, aimed at the promotion and sharing of knowledge, skills and innovations in government and the wider Public-Sector environment in South Africa and abroad. With a multi-disciplinary outlook, the journal will stimulate service delivery and performance challenges being faced in government.

Ethical violations: Shortlisting and interviewing processes in the South African public service

Africa's Public Service Delivery & Performance Review is a peer reviewed journal, aimed at the promotion and sharing of knowledge, skills and innovations in government and the wider Public-Sector environment in South Africa and abroad. With a multi-disciplinary outlook, the journal will stimulate service delivery and performance challenges being faced in government.

EFFECT OF ISO 9001: 2008 ON THE MOTIVATION AND PERFORMANCE OF STUDY EMPLOYEES AT THE STATE CIVIL SERVICES OFFICE CLASS 1 IMMIGRATION SURABAYA

This research is interesting to discuss the effect of ISO 9001:2008 on employee performance and employee motivation in the State Civil Apparatus (ASN) office. Surabaya City 1st class immigration service. In this study, the method used is a quantitative approach with the type of explanatory research. The sampling technique was based on purposive sampling with a total of approximately 70 civil servants. The data collection technique used a questionnaire and documentation, while the data analysis technique used in this study was a statistical test using SmartPLS. The results of this study indicate that the ISO 9001:2008 quality management standard influences employee motivation and performance in the level 1 immigration office in Surabaya. The results also show that one of the variable dimensions is an infrastructure dominant in employee motivation and performance. Performance in public services is one of the outputs produced and shows the quality of an organization. Public services in a government office have always been in the spotlight by some people. This condition causes the need for quality improvement and quality in public service management standards. To improve the quality, you can use the ISO 9001:2008 quality management system. In addition to performance, the change in motivation that is built up from the organization is also one of the impacts of the role of the ISO 9001 quality management system.

Outcome budgets in government entities: rhetoric or a reality!

In recent decades, reforms in the global public sector promoted a culture of private sector style operational performance and accountability mechanisms in public services. Such an emphasis focuses on assessing and reporting on what is being achieved in terms of outcome(s) as opposed to what is being produced (outputs). Within this context, the global public sector is driven by a mission to ensure that government service agencies deliver public value to the community. In doing so, government agencies are required to clearly identify the outcomes they are trying to achieve. The recent emergence of the outcome-based budgeting/performance management approach is a change in thinking from the traditional “inputs-outputs” to an approach that focuses on “outcomes.” Building upon the recent edited books (Hoque, 2021a, 2021b), this article aims to assess critically how selected countries in both developed and emerging economies attempted to address the limitations of traditional government fiscal management approaches by introducing the outcome-based approach in their fiscal management programs. The paper reflects on the lessons learnt from this exercise and recommends for some future studies. It raises a question as to whether the outcome-approach is more “political rhetoric” than a “reality.”

Evaluasi Konsep Value for Money terhadap Penilaian Kinerja Pelayanan Sektor Publik

This study aims to determine the effect of efficiency and effectiveness on the performance of public sector services of the Gadingan Village Government in 2020. This research is quantitative. A sample of 100 respondents. Data collection techniques through surveys by distributing questionnaires to respondents to be targeted. Data analysis methods include descriptive statistical analysis, validity, reliability, and classical assumption tests. The results showed that 1) economic elements, efficiency, and effectiveness simultaneously as elements of value for money affect the performance of public sector services, 2) economic elements partially as one of the elements of value for money affect the performance of public sector services in the Gadingan Village Head's Office, 3) the element of efficiency partially as one of the elements of value for money affects the performance of public sector services in the Village Head's Office Gadingan, and 4) the element of partial effectiveness as one of the elements of value for money affects the performance of public sector services in the Gadingan Village Head's Office

Managerial performance in the conditions of selected local government offices

The development and execution of employees in a modern public administration organisation are subject to specific management forms. Performance management is about setting performance standards, monitoring progress, and building relevant plans. Managerial performance and its management are presented as beneficial for employee development. Addressing the interaction between performance management and administrative authority is appropriate given the empirical result of performance management reform. The public sector's adoption of performance management systems has long focused on creating more advanced performance information systems while neglecting to increase managerial authority. Therefore, understanding how this partial acceptance affects public service performance is particularly important. However, our knowledge of how they interact remains limited despite the central role of management authority over standard performance management regulations. According to the analysis of the current situation, the main goal of the presented article is to derive propositions and propose measures to streamline the managerial performance of the offices in Trnava, Nitra and Trenčín. In the study, we use the benchmarking method to analyse and subsequent evolution of the state of managerial performance in selected bodies. We identify individual factors in the form of the Saaty matrix and characterise the systematic steps of the methodological procedure. In this process, we faced certain limitations related to limited data access. The main benefits of this study are suggestions for improving the level of managerial performance that can be applied in public administration. Among the primary areas where change is needed, we identified ambiguity in the strategy and plan, delayed feedback processes and limited behavioural incentives.