Provision Of Public Services Research Articles

Digital technologies can improve citizen-government interaction such as citizens’ requests for public information and government's publication of requested information. Digital intermediaries such as Freedom of Information (FOI) platforms support citizens and government in exchanging this information. Such digital platforms are hosted by non-governmental organizations, which forward information requests to the responsible authority on behalf of the requester and publish the entire process online. This study aims to explore the usage of FOI platforms by both citizens as information requesters and government organizations as information providers. By adopting a single case research approach, this study investigates the German FOI platform ‘FragDenStaat’ which is operated by the non-governmental organization Open Knowledge Foundation Germany. The findings indicate that citizens have constantly and increasingly used the platform over the last 13 years, since the launch of the platform. About 38 percent of submitted requests are successfully answered, and the overall likeliness of successful requests has increased over time. In addition, federal organizations are the most frequently requested organizations. While the Federal Office of Information Security stands out for its high responsiveness rate, the Federal Ministry of Finance and the Ministry of Justice and Health of Schleswig-Holstein tend to refuse requests. We conclude by discussing the potential of FOI platforms as open data intermediaries for processing information requests and contributing to efficient citizen-state interaction and public service provision.

This article analyzes the effects of federal tax incentives on the fiscal balance of municipalities, focusing on 25 local governments in the microregion of Governador Valadares between 2003 and 2021. A panel data model was applied to assess the relationship between the simultaneous occurrence of IPI, ICMS-export and PIS/COFINS exemptions and the Fiscal Balance Quotient (FBQ). The findings indicate that such incentives, when not accompanied by compensatory mechanisms, contribute to the deterioration of municipal budgetary balance. The research highlights that tax waiver policies, implemented without federative coordination, may restrict local fiscal capacity and compromise the provision of essential public services. It concludes that fiscal policy design must consider territorial impacts and include instruments that safeguard subnational fiscal sustainability Keywords: tax incentives; fiscal balance; municipal finance.

Coordinated development of ecological, economic, and social benefits of the returning grazing land to grassland policy: The case of Yushu Tibetan Autonomous Prefecture.

The article substantiates the pivotal role of administrative law as a system-forming factor in the institutionalization of public services within the sphere of administrative assistance. It is emphasized that the transformation of public governance in Ukraine necessitates a shift from an exclusively authoritative- administrative model to a service-oriented approach centered on the individual as the bearer of public interest. In this context, administrative law not only provides a regulatory framework but also shapes the standards, principles, and institutional foundations of service-oriented activities of public authorities.The focus of the study is the administrative service as the fundamental legal form of realizing the service function of the state. Its legal nature, characteristics, and distinction from private-sector services are defined. It is argued that the administrative service is non-commercial in nature, results from authoritative action based on a formal request, and serves as a means of meeting public-legal needs. The article explores the significance of the Law of Ukraine “On Administrative Services” as a normative instrument for ensuring legal certainty, procedural transparency, and accessibility. The organizational and institutional mechanism of public service delivery is analyzed, particularly the role of Administrative Service Centers as permanent institutions that implement a standardized model of public interaction. Special attention is paid to the challenges of digital transformation, including the need for regulatory support for electronic services, cybersecurity guarantees, personal data protection, inclusiveness, and service continuity under martial law conditions. The paper underscores that administrative law in the modern era performs not only a regulatory but also an integrative function. It ensures coherence in the activities of executive authorities, provides a normative foundation for interaction with citizens, and fosters trust in public administration. This perspective allows administrative law to be interpreted as a component of the institutional modernization of the state. It is concluded that administrative law in the 21st century should be regarded as a universal legal mechanism combining elements of public authority, service provision, and digital governance. Its further development will determine the effectiveness of the state’s transformation into a legal, transparent, and human-centered institution capable of adapting to the challenges of war, digitalization, and globalization.

It is indicated that public administration attracts the attention of scientists from various fields as a complex social activity of government structures that combines legal, economic, managerial and social mechanisms for the high-quality provision of public services and meeting the needs of citizens and territorial communities. The article attempts to analyze the philosophical and legal methodology of researching public administration instruments, namely its epistemological dimension. It is emphasized that the epistemological approach provides a holistic and multidimensional vision of the process of cognizing the instruments of public administration, combining logical-philosophical and empirical methods aimed at identifying the ways, limits, and means of acquiring scientific knowledge about them. The application of dialectical, metaphysical, logical methods, and hermeneutics enables the researcher not only to accumulate factual material and build conceptual generalizations on its basis but also to maintain consistency, semantic accuracy, and the unity of the terminological framework. Attention is drawn to the fact that philosophical methodology plays the role of a theoretical foundation for specifically legal research, since it is precisely philosophy that forms the initial worldview and value guidelines that define the framework of legal analysis. Philosophy outlines the basic criteria of truth and validity of knowledge, without which specifically legal methods would remain applied techniques without proper conceptual support. On this basis, it becomes possible to apply such specifically legal methods as the formal-legal method (analysis of the content of legal norms), the comparative-legal method (comparison of regulatory models in different legal systems), the systemic-structural method (study of instruments within the holistic system of administrative law), the historical-legal method (analysis of the genesis of legal institutions), as well as the method of legal modeling (construction of normative frameworks suitable for improving existing legislation). In conclusion, it is noted that philosophical methodology not only outlines the strategic horizons of cognition but also creates the conceptual foundation for the tactical level of research – specifically legal methods, which in turn ensure the concretization and verification of the formulated provisions in the legal dimension.

U-Space, the European Union’s legal framework for enabling drone traffic in low altitude, has implications extending beyond airspace management, particularly on the sustainable development of urban areas. This article presents a case study involving regional and local level representatives, examining anticipated concerns and strategic interests, as well as managing requirements in urban U-Space planning. Following a three-stage capacity building process conducted in the German federal state of Hamburg, the results specify ambitions for enhancing economic attractiveness coupled with locally embedded visions for improved public service provision. Instruments that have shown apposite in the given setting to address concerns surrounding public order and security, as well as the impairment of area functions, are presented. The challenges of implementing U-Space in alignment with societal expectations are outlined. Based on the discussion of these findings, recommendations for local-level capacity-building policy and the multi-level governance of U-Space are derived.

ABSTRACT The paper explores the potential of Container-Based Sanitation (CBS) as an off-grid sanitation option in addressing extreme sanitation inequalities in informal urban settlements in Lima, Perú. It achieves this by evaluating the conflicting and political tensions within the formal and informal structures of state public service provision in Lima using qualitative data collected through semi-structured interviews with government officials, third-sector organizations, citizens of informal urban settlements, and academia. The paper argues that although the CBS provision has high social acceptability among its users within Lima's informal settlements, the state of Lima's fragmented sanitation sector regime hinders the possibility of scaling sanitation innovations. In Lima, scaling up CBS among informal settlements remains challenging as conventional sewerage is prioritised in WASH policy discourse and implementation. Even for CBS users, the technology was seen as a stopgap solution until they finally access sewered sanitation provided by the state, mainly because of the State's inability to fully address wastewater challenges and the assumption that conventional sewerage will eventually arrive.

ABSTRACT Greece, Italy and Spain are migrant gateways into Europe and have similar critical situations with migrant population on their arrival caused by communication barriers which hinder migrants’ access to public services. This is especially true for speakers of Languages of Lesser Diffusion (LLDs), for which there is a lack of qualified, professional translators and interpreters. The Erasmus+ project DIALOGOS, which involves six academic and non-profit institutions in Greece, Italy and Spain, aims at addressing linguistic barriers by developing an open-access online Public Service Interpreting and Translation (PSIT) training course that will help bridge the communication gaps between LLD speakers and public service providers, especially in crisis situations when time and resources are limited. In this paper, we will explain different tasks carried out to achieve this objective, from the mapping of PSIT training options and materials in the participating countries to the piloting of the training course in March 2024. To this end, we will provide an overview of the steps taken to develop a course that could be employed in crisis situations to train ad hoc interpreters, and which is expected to contribute to reducing communication barriers for LLD speakers all around Europe.

Bureaucratic reform that began in Indonesia since 1998 has become a crucial moment in the effort to build a democratic and professional government. This study aims to explore the relationship between democracy and professionalism in the bureaucracy by highlighting the challenges and opportunities that arise within the framework of government reform. Using a qualitative descriptive approach, data were collected through a literature review of relevant regulations, policies, and previous research. The results of the study indicate that professionalism in the bureaucracy is an important foundation to support successful democratic practices, especially in the provision of fair and transparent public services. However, the politicization of the bureaucracy, the implementation of a weak merit system, and resistance to change are serious obstacles to realizing a neutral and competent bureaucracy. Therefore, the integration of democratic values into the structure and culture of the bureaucracy is an important requirement for creating responsible governance that supports the interests of the community.

Abstract The majority of water utilities, particularly public service providers such as Gidole town, are struggling to deliver a sufficient and consistent supply of water in Ethiopia's developing towns. The primary objective of this study was to assess the hydraulic performance of water supply distribution system in Gidole Town, Ethiopia, a representative case of the challenges facing public water utilities in developing towns. The WaterGEMS v8i hydraulic model was utilized to simulate and evaluate the distribution network's performance. The system was configured as a looped network and analyzed against standard permitted pressure and velocity values in the distribution system. The model was effectively calibrated (coefficient of determination (R2) = 0.969) using measured and observed pressure data. The model simulation run was conducted at peak and low hourly demand with 1.9 and 0.25 hourly factors, respectively. The estimated water demand of the town is 1284.3 m3/day (48.4 liters per capita per day), and it would be increased to 3099.77 m3/day (66.03 l/c/d) by the 2037 design period. The system experiences significant non‐revenue water losses (75,434.11 m3/year), accounting for 29.9% of total water production; as a result, the present water supply coverage of the town is only 33.6%. Hydraulic simulations under peak and low demand scenarios revealed nodes with pressures outside the normal range, indicating system‐wide inefficiencies. These findings highlight a combined issue of large physical losses and insufficient capacity of the water supply in the town, which is typical of many municipal systems in developing regions. The study concludes that strategic infrastructure rehabilitation, with an emphasis on pressure management and leak reduction, is not only a town necessity but a fundamental requirement for improving water security and financial sustainability for utilities in Ethiopia and similar contexts. The findings and methodology have been forwarded to town's water supply project and institutional development departments for immediate future implementation and provide a replicable framework for evidence‐based investment and planning in other struggling municipalities in similar situations.

BackgroundDigitalization is seen as a way to reduce the negative environmental impacts of health care production, but research is still limited.ObjectiveThis study focuses on the assessment of the sustainability aspects of digital services in home care and health care. It demonstrates the approach to identify the climate impacts and social impacts—both positive and negative—on a selection of digital home care and health care services, such as medicine robot services for older home care clients, through 2 Finnish case studies.MethodsImpacts are identified from interviews and statistical data collected from public service providers and technology suppliers using both quantitative and qualitative assessments.ResultsWhile a well-planned and well-implemented digital service is likely to be a climate-friendly option, every digitalization action carries at least some negative impacts. The design, architecture, and practical implementation of these services greatly affect their climate and social impacts.ConclusionsThis study uses a novel combination of impact assessment methods, highlighting the importance of qualitative understanding alongside quantitative approaches for interpreting results, especially when numerical data are limited. Advocating for multimethod impact assessments is crucial to properly capturing the service context and promoting holistic sustainability thinking.

Under the motto, ‘Technology is Our New Ideology,’ Khyber Pakhtunkhwa’s two-time elected Pakistan Tehreek-e-Insaaf (PTI) provincial government is undertaking several key governance reforms for digitising service delivery in various government departments. Taking the two key departments of education and health as case studies, this research investigates how service delivery is impacted through digitisation, what influences are generated on organisational culture, and in what manner it affects citizens’ trust in the provincial government. It attempts to do so from the perspective of public service providers, i.e., the bureaucracy, and end users, i.e., the public (school and college students and hospital patients). The study employs both qualitative and quantitative methods to reach its findings. The findings of the study suggest that significant digital interventions were made by the provincial government in both the education and health sectors; the Covid 19 emergency provided a big push for the digitalisation of government services. These interventions are driven by first, the desire to generate policies based on evidence-based data and second, to optimise the efficiency, transparency, and accessibility of public services. The findings of the study suggest that the ICT-induced impacts on service delivery have from a service provider’s perception induced greater efficiency, transparency, and accessibility; however, from the end user’s perspective, significant constraints remain. The absence of a critical thinking approach behind technology introduction has led to the underperformance of various ICT initiatives. Additionally, there is a propensity of significant groups being left out, either due to the nonavailability of resources, such as computers, and the internet, or lack of digital skills and awareness among the end users. The digitisation measures are also steered towards greater government control and less public participation in policymaking, making it as Chadwick and May (2003) suggest a model of managerial government. The findings also suggest that ICT induced transformations in the bureaucracy’s organisational culture have led to veiled resistance and scepticism of the ICT-introduced reforms from the service provider’s end.

The implementation of the Integrated District Administrative Services (PATEN) represents a paradigmatic transformation in the provision of public services, emphasizing the integration of bureaucratic accountability and public satisfaction. This study aims to analyze the policy implications of PATEN on strengthening accountability mechanisms in public services and to examine its impact on the level of public satisfaction as service users. The research methodology employs a qualitative approach with a literature review technique, focusing on the analysis of academic literature and relevant policy documents published between 2021 and 2025. The analysis results show that the implementation of PATEN significantly contributes to strengthening accountability by increasing procedural transparency, standardizing services, and developing an integrated monitoring system. The positive impact on public satisfaction is reflected in increased service accessibility, staff responsiveness, and the simplification of previously complex bureaucratic processes. Furthermore, the determinant factors for the successful implementation of PATEN include the capacity and competence of human resources, the availability of technological infrastructure, leadership commitment, and the ability to adapt to local conditions and characteristics. Nevertheless, this study also identifies a number of challenges, including limited resources, resistance to change, and the digital divide between regions. Overall, the research concludes that PATEN has strategic potential as an instrument for bureaucratic reform capable of realizing good governance through public services that are of higher quality, accountable, and responsive to community needs.

To counter the high unmet need for family planning in urban areas of Sindh province, Pakistan, Greenstar Social Marketing began implementation of The Challenge Initiative (TCI) in collaboration with the government departments of Population Welfare and Health in eight urban districts of Sindh province. This study aimed to assess the effectiveness of TCI’s Community Health Volunteers (CHVs) on public sector service provision of family planning services in eight urban districts of Sindh province, Pakistan. The Contraceptive Logistics Management Information System (cLMIS) and District Health Information System 2 (DHIS2) were used to obtain monthly contraceptive data from June 2022 to December 2024. CHVs began implementation at different time points in each district, starting from January 2023 to October 2023, when CHVs became operational in all eight districts. Descriptive statistics and two-sample t-tests were used for data analysis. CHVs significantly improved family planning service provision, particularly for short- and long-acting methods at the facility level, with greater change observed in Department of Health facilities. This study provides preliminary evidence of the effectiveness of CHVs in increasing public sector service provision of contraceptives, particularly for Department of Health facilities. CHVs bridge the gap between the community and the facility, particularly in areas uncovered by the government’s existing mobilization staff.

ABSTRACT Co-production requires two main actors: citizens and local governments. However, a significant portion of existing research has primarily examined co-production from the citizens’ perspective. Addressing this research gap, our study focuses on the role of local government, investigating the drivers behind their co-production decisions. Drawing data from 1,687 local governments in the United States, we examine the effects of political and fiscal factors on co-production at the local level. Our findings reveal that the form of government is not significantly associated with co-production. However, local governments with a higher proportion of council members elected by ward or district are more likely to promote co-production than those elected at-large or by a combination of both. Moreover, fiscal pressure is positively correlated with co-production. This study not only highlights the role of local government in co-production but also offers implications for enhancing civic involvement in the provision of public services.

Quality public services require adequate infrastructure and optimal employee performance. The West Jakarta Immigration Office, as a public service provider, is obligated to address the needs of the community in accordance with its duties and functions. This research will examine the contribution of infrastructure and civil servant performance to public satisfaction with public services at the West Jakarta Immigration Office. Qualitative research using a direct survey was the method of choice. The sample was determined using the Slovin formula, and data were obtained from pre-processed questionnaires. A t-test in multiple linear analysis was performed, along with the coefficient of determination and f-test. The results showed that satisfaction was significantly and positively influenced by infrastructure, as was employee performance. Both variables contributed strongly to public service satisfaction. In conclusion, improving infrastructure quality and optimizing employee performance are important factors in creating satisfaction with complaints at the West Jakarta Immigration Office. This research is expected to contribute to enriching the public sector service literature, particularly regarding infrastructure, human resources, and service quality. Practically, these findings can provide input for the leadership of the West Jakarta Immigration Office in formulating policies that focus on infrastructure investment and employee capacity development. In this way, it is hoped that more efficient, transparent and accountable services can be achieved, in line with public demands for good and responsive governance.

This study examines the organizational behavior of Kebarongan Village Government officials in providing public services. The village government is the bureaucratic unit closest to the community, so the behavior of its officials greatly determines the quality of service. This study uses a descriptive qualitative approach with data collection techniques through interviews, observations, and document reviews. Analysis is carried out in stages through data reduction, data presentation, and drawing conclusions. The theoretical framework used is Max Weber's bureaucratic theory which emphasizes the characteristics of rational organizations, namely the existence of formal rules, hierarchy of authority, division of labor, impersonality, professionalism, and an orientation towards efficiency. The results show that the behavior of Kebarongan Village Government officials still reflects the character of classical bureaucracy, especially in the application of formal rules and hierarchical structures. However, the aspect of impersonality has not fully implemented because there are still service practices influenced by social proximity and kinship. Professionalism of officials is also beginning to be seen through training and capacity building, but is still limited by human resources. This study concludes that the organizational behavior of village officials is at the intersection of the Weberian bureaucratic model and local socio-cultural conditions. This shows that bureaucracy at the village level does not fully operate according to the rational-legal model, but experiences adjustments to the realities of society. These findings are expected to enrich public administration studies, particularly regarding the dynamics of public sector organizations at the village level.

Enhancing local government governance capacity and promoting the equalization level of basic public services are critical steps toward achieving common prosperity. This article empirically studies the impact of local government governance capacity on the equalization of basic public service with a system generalized method of moments (sys-GMM) and examines the moderating effect of audit supervision. The findings indicate that the equalization degree of basic public services can be considerably increased by local government governance capacity and the dimensions of resource governance capacity and tool governance capacity. The revealing and rectifiable function of audit has a positive moderating effect in the governance of equal provision of basic public services for government. Therefore, the Yangtze River Delta Region in China should continue to play the role of audit supervision, strengthen the governance capacity for government, and further promote the equalization of basic public service provision.

The paper aims to provide an initial evaluation of transport poverty in Poland by examining both the demand and supply of public transport services at the municipal level. Due to the lack of comprehensive data, median earnings from the Central Statistical Office are used as a proxy for transport demand and income inequality, while a composite index of public transport accessibility (PTAI), incorporating three indicators, represents the supply side (rail and bus services). The study provides the first analysis in Poland to identify areas at risk of transport poverty, focusing on public transport accessibility at the municipal level. Through spatial analysis, it identifies vulnerable areas including those along national borders (excluding certain parts like the eastern Polish-Czech border), marginalized municipalities, internal peripheries of voivodeships like the Greater Poland- -Łódź border, and certain areas in developed voivodeships like Greater Poland and Pomerania. It highlights that some at-risk areas, such as southern Kashubia or counties like Międzychód, have not been previously recognized in other studies. The findings stress the need for further methodological development, especially refining indicators for monitoring transport poverty at the municipal level.

The impact of basic public service provision on urban economic resilience: Evidence from 281 cities in China