Public Administration Service Research Articles

Algorithmic Decision Making: Can Artificial Intelligence and the Metaverse Provide Technological Solutions to Modernise the United Kingdom’s Legal Services and Criminal Justice?

Artificial intelligence (AI), machine learning (ML) and deep learning (DL) have had a profound impact on various sectors including Banking (Fin Tech), Health (HealthTech) and Charitable Fundraising (Charity Tech). The ‘natural’ ability of an AI system to independently perform and, often, outthink its human-counter parts by developing ‘intelligence’(simulating human intelligence) through its own experiences and processing deep layers of information i.e., complex representations of data, and learn has resulted in astounding improvements in the completion of tasks that are complex and technical, time-consuming.AI, with the ease of working with the most granular level of detail, can identify people and objects, recognise voices, uncover patterns and, in advance, screen for problems. Yet, RegTech (or LawTech/LegalTech) has not seen the same level of advancement. AI can provide solutions and enormous economic, political, and social benefits – in terms of public service administration. The purpose of this article is to explore advents in AI (ML and DL) and whether the criminal justice system, in the United Kingdom (UK), which is heavily overburdened, could benefit from some of the advances that have taken place in other sectors and jurisdictions, and whether automation and algorithmic decision making could be used to modernise it. This research draws on domestic and international published law, regulation, and literature, and isset out in six parts, the first partre views the position of the criminal justice system i.e., issues, part two then looks at relative technological advancements in AI, and the Metaverse. Part three explores current advents in AI relating to RegTech (LawTech/LegalTech) and how, if at all, the CJS can use this technology. Part four explores what aspects of the U.K.’s CJS would be fit for automation. Part five focuses on those matters pertaining to AI that pose problems in relation to matters in part 4 i.e., AI discrimination and bias, and explores safeguarding and mitigation including the requirement for explanation as set out in the GDPR. Part six concludes the discussion with some recommendations, as at, January 2024. It is suggested that AI and algorithmic decision making, with the correct legal framework and safeguards in place, could assist in modernising the CJS focussed legal functions, services in law firms, innovating for the next decade. This work is original and timely given the increased debate relating to how AI can assist in modernising the U.K.’s CJS, the global criminal justice challenges, solutions, and what, if any, role the Metaverse can play.

Administrative and legal mechanism of public service provision in Ukraine

The article highlights the administrative and legal mechanism of providing public services in Ukraine. In particular, the study of theoretical and legal approaches to the concept of public services and their differentiation from other types of services provided by state authorities and local governments. It is noted that the definition of "public services” is significantly influenced by the scientific discipline in the context of which this phenomenon is studied. It was established that the concept of "public services” unites the broadest understanding of various services provided by the state or local authorities to citizens and legal entities. These can be health care services, education, transportation and social services, financial services and insurance, law enforcement services and administrative services, as well as other services aimed at meeting the needs of all members of society. At the same time, attention is drawn to the fact that the provision of public services must always be oriented to the category of "public interest”, which is a variable social value that, in certain political and legal conditions, reflects the interest of the entire or dominant part of society, as determined by legislation and implemented through the activities of public administration. A direct relationship has been established with other types of services that can be obtained in the field of public administration, in particular, state, municipal, administrative, and social services. The formation of the institute of public services in Ukraine and the peculiarities of its formation are disclosed. It is noted that today there is a considerable legislative basis for the provision of public services and a whole system of bodies that provide them. At the same time, it is stated that the scientific, legal, organizational and information support of the system of providing public services, the formation of mechanisms for scientific and informational monitoring of their provision, constantly needs improvement.

Awarding academic titles as a public service: Optimization of administrative procedures and transition to a digital model

The transition to a digital model of providing the public service of conferring academic titles implies fundamental changes in this public institution, which are associated with both the need to make a technological map for digitizing the service and optimization of the very procedure for awarding academic titles. The paper discusses technological and institutional aspects of providing the public service of conferring academic titles in a digital form. The theories of public administration and public services, digitalization, jurisprudence and project management constitute the methodological framework of the article. The classical research methods, such as analysis and synthesis, are used. The empirical data are obtained through integration of the legal acts regulating the principles and mechanisms for rendering public services and conferring academic titles with the project documents of the Department of Scientific and Scientific-Pedagogical Workers Certification of the Ministry of Science and Higher Education of the Russian Federation. We indicate the need to legalize the procedures for initiating the nomination of an applicant for academic titles and justify the attribution of academic titles to the academic rights of scientific and scientific-pedagogical workers. Special focus of the study is on the reorganization of the academic titles institution and its role in assessing scientific qualifications and developing academic career. We address the controversial issue of granting the leading universities the right to independently confer academic titles (transition to a hybrid format) and emphasize the importance of balance between local and centralized regulation. In prospect the initiative to update the quantitative requirements and criteria for applicants for academic titles should be a key tool in revising the content of academic titles.

“No Countries for Municipalities?” – Old and New Faces of Centralisation in the Time of Crisis

Public service provision and administration have been transformed by digitalisation and the application of information and communication technologies (ICT). The article will focus mainly on the impact of these changes on regulatory issues. New approaches have been developed: “soft power” issues, like regulation and standards of public service provision, and central financial tools have become new elements of centralisation reforms, and the concentration of local public services and local administration has become a new issue, especially in Northern and Western Europe. Similarly, the “platformisation” of local services can be interpreted as a new form of centralisation. A “Northern” and “Southern/Eastern” approach to centralisation can be distinguished, and these are analysed in the article.

Citizen Satisfaction through the Development of a Sustainable Mobile Government Service Model — A Blended Approach through M-S-QUAL and EGAM Theories

This research examines the relationship between sustainable m-Gov services and citizen satisfaction with m-Gov services. A multidimensional conceptualisation of sustainable m-Gov services is defined to examine citizen satisfaction. The research model was tested using empirical data collected from 687 m-Gov service users through PLS-SEM. The results showed that service availability, contact, responsiveness, efficiency, and privacy significantly influenced m-Gov service quality. Mobile self-efficacy, perceived trust, and perceived functional benefit are critical for m-Gov adoption. However, perceived compatibility and perceived ability-to-use did not explain the m-Gov adoption. The findings of m-Gov service quality and m-Gov adoption interactions supported their role in predicting sustainable m-Gov services, thereby increasing citizen satisfaction. The outcome of this study is vital for government strategies, public administration, policymakers, and government service delivery literature and provides citizen-centric m-Gov services. Thus, the government and citizens adopting m-Gov services can benefit from the tested model towards increasing the sustainable offering of m-Gov services.

Exploring the Relationships between the Enablers and Results Criteria of the EFQM Model 2013 in the Context of the Greek Public Administrative Services

This study presents a first attempt to apply and validate the European Foundation for Quality Management (EFQM) Model 2013 as a framework in the context of public administrative services in Greece, and to explore the relationships between the model’s enablers and results criteria. The methodological approach adopted was quantitative research with a structured questionnaire, while partial least squares structural equation modeling (PLS-SEM) was applied to validate the model and test the cause–effect relationships between the enablers and results on a national sample of 155 managers. The results confirmed the reliability and validity of the EFQM Model 2013 in the context of this study and revealed significant relationships between the model’s enablers and results. In addition, the empirical findings of this study may improve our understanding of the underlying relationships between the EFQM model criteria, but should not be generalized, as this study only concerned Greek public administrative services. Finally, this study may provide valuable insights to managers and governing bodies responsible for policy-making about the significance and magnitude of the relationships between the enablers and results criteria so that they can develop strategies to improve the operational and strategic performance of the Greek public administrative services.

The Ontology of Urban Governance: A Framework for Pathways to Sustainable Urban Transition

Evidence on urban governance has expanded but is fragmented and inadequate. It fails to articulate the complexity of urban governance in a way that would facilitate effective urban transitions. Using a conceptual-cognitive lens, this article describes a method to move away from governance solutions based on functional silos to those based on multidimensional, sustainable systems. Based on a combination of concepts from public policy, governance, public administration, and urban service management, it frames the problem of urban governance as a comprehensive conceptual-cognitive map of the domain. The study validates the framework through expert feedback and the mapping of the literature on urban governance in India between 2018 and 2020. The monad map and theme map emphasise the ontology’s applicability as a methodological tool for evidence generation. The analysis reveals a need to reconfigure urban governance pathways to work towards a sustainable future. The article concludes by offering new conceptual constructs of governance pathways to enhance the policies and practices that shape such transitions.

Penyederhanaan Izin Usaha Pasca Undang-Undang Cipta Kerja, Berdasarkan Prinsip Perizinan Berbasis Besarnya Resiko Berusaha

Simplifying licensing is an important issue in the administration of government and public services today. This policy was implemented because in the past there were too many types of permits that were handled by the community and this could make it difficult for the community to create jobs.

Analysis of the Quality of Pharmaceutical Services at Outpatient Health Centers, East Sumba Regency, Indonesia

Public administration services are one way to demonstrate maximum government performance in providing welfare and meeting community needs. One important sector in public services is pharmaceutical services at Health Centers. This research uses a descriptive method with a cross-sectional design. Primary data was obtained through observation, interviews and documentation. Secondary data was obtained from the 2022 Health Centers Medicine Usage Report and Request Sheet (LPLPO) and the 2021 Health Centers Drug Requirements Plan (RKO). Of the 28 indicators of the quality of pharmaceutical services, 15 of the third indicators of the Health Centers meet the standards, 10 of the third indicators of the Health Centers do not meet the standards, 1 indicators only one Health Center meets and 2 indicators only two Health Centers fulfill. Factors that influence the quality of management of pharmaceutical preparations at the East Sumba Regency outpatient Health Centers are human resources that do not come from pharmacy. The quality of pharmaceutical services at the East Sumba Regency outpatient Health Centers still needs to be improved. Pharmacists are needed as pharmaceutical personnel to maximize pharmaceutical services to the community.

Digital Transformations of Public Administration in the Context of the COVID-19 Pandemic: EU Countries Case Study

The digital transformation of public administration and public services has become an urgent need for many governments around the world. This article aims to explore the homogeneity and pace of digital transformation of public administration through the impact of the COVID-19 pandemic and to identify problems and forecasts of research processes at the EU level. The method of cluster analysis was used to study the similarity of the digital transformation of public administration in the EU. The pace of digitalization of public administration in the context of the COVID-19 pandemic was studied through trend analysis. The results show that the EU countries, according to the level of public administration digitalization, are grouped into five clusters, between which there are significant digital gaps. The COVID-19 pandemic has widened the gaps, potentially impacting the EU’s strategy for digitalizing society and establishing e-government. Public e-services usage in 2020 to 2021 is higher than predicted by trend analysis for 2009 to 2019. This suggests an acceleration of digitalization in the EU during the COVID-19 pandemic. The proposed technique can be used to predict the level of digitization of any country or group of countries.

Cross-Fertilisation Between EU Green Policies and Instruments Applied by Public Management: Dilemmas and Opportunities

This article aims to contribute to discussions held by the academic community that has extensively researched the EU’s green transition. The author underlines that a transdisciplinary approach involving legal, economic, and political tools provide a comprehensive cross-fertilisation methodology. The article observes implications related to EU green policies and public management instruments from two perspectives: the broadening of green transition to socio economic dimensions; and the role of government intervention in economic and green business development to illustrate examples of relevant practices in the EU. The author argues that such a methodological approach can help one to assess the actions and measures related to the green economic and business development trends that require societal support as well as the improvement of economic efficiency at the EU and national level. This contribution offers insights into the concept of green economic transitions and innovation as well as the impact of public services focused on societal change. The article concludes that a decision-making process that is based on a cross-fertilisation approach allows the implementation of green policies in national economies in the most effective manner and, in turn, provides welfare effects due to the enhancement of public administration services in their coordinated actions with entrepreneurial activities and business investments. On a wider regional scale, government/private business green partnership represents a tool that inevitably helps increase the environmental and green competitiveness of the EU and its Member States.

A strategy to enhance the quality of public administration services at better Tadulako University

The study aims to explore strategies to enhance public administration capacity at Tadulako University, using a qualitative approach through case studies. This research mainly focuses on understanding how the applied strategies can improve administrative processes and provide better services to students and staff. Researchers collect data by conducting in-depth interviews, live observations, and document analysis with administrative staff, students, and faculty. Researchers conduct thematic analysis to identify key themes and comprehend the effectiveness and impact of implemented strategies. Research results show that integrating information technology, staff training, and revising bureaucratic processes are critical factors in improving the efficiency and quality of administrative services. Data triangulation reinforces these findings, ensuring the validity and reliability of the results. The research provides insights into best organizational practices and offers valuable recommendations for other higher education institutions facing similar challenges. These implications extend beyond operational improvements to enhancing student education experiences, illustrating the connection between effective administration and academic success in higher education institutions.

Digital technology adoption for village public administration—Evidence from Indonesia

Village administration in Indonesia has changed its scope and operation with the integration of digital technology into public services at various levels. These conditions prompt questions about the successful digital transformation of public administration services. Digital transformation encompasses not only technological aspects but also socio-cultural factors. This paper reports the study related to implementing ICT-based applications in village administration policy in Indonesia. The study involved 315 village officials from 167 villages in 16 sub-districts within Toba district, North Sumatera province. A village administration software prototype was developed and introduced to the villages’ officials during the study. This study aims to gain insights from the officials’ response regarding digital technology-supported village administration. The research revealed that many village officials must gain the necessary knowledge and skills to conduct administrative tasks digitally, as they still rely on traditional, non-digitized methods. Recommendations include increased support and assistance from the Regency Government to help villages understand and implement digital administration and capacity-building activities to familiarize village officials with ICT advancements. The study also found that digital transformation in village administration remains challenging, with digitization and digitalization processes often overlooked. Addressing these challenges requires additional training and improved infrastructure availability. Finally, we propose a conceptual model of digital transformation for public administration at village level as generic components for digital implementation of village administration.

TATA KELOLA PEMERINTAHAN YANG BAIK DALAM PELAYANAN PUBLIK DI KANTOR LURAH WONGKADITI TIMUR KECAMATAN KOTA UTARA

This study aims to determine the application of the principles of good governance in public services at the East Wongkaditi Village Head Office, Kota Utara District. In this study, researcher used descriptive research methods with a qualitative approach, namely research that aims to provide an overview of the application of the principles of good governance in public services in the East Wongkaditi Lurah Office, Kota Utara District. The determination of the informants was carried out using a purposive sampling technique, and the selected informants were village heads, youth leaders, 2 community leaders, and 4 people from the community. The results of the study indicate that the application of the principles of good governance in public services at the East Wongkaditi Lurah Office, North Kota District, has not been maximally implemented by village officials. This can be seen from the three indicators studied, namely accountability, transparency and community participation in the administration of public services in the East Wongkaditi Village, all of these three indicators have not been implemented properly by the apparatus.

Enhancing Citizen Participation: The Key To Public Service Transparency

Purpose: This study aims to investigate the pivotal role of citizen participation in achieving public service transparency. The purpose is to explore how increased citizen involvement can contribute to fostering transparent governance and improving overall public service delivery. Design/Methodology/Data Analysis: The research adopts a mixed-methods approach, incorporating both qualitative and quantitative methodologies. Qualitative data is collected through in-depth interviews and content analysis of relevant documents, while quantitative data is gathered through surveys and statistical analysis. The study employs a comprehensive design to ensure a holistic understanding of the relationship between citizen participation and public service transparency. Findings: The findings reveal a strong correlation between heightened citizen participation and improved public service transparency. Through the analysis of both qualitative and quantitative data, the study identifies specific mechanisms through which citizen engagement positively influences transparency in various public service sectors. Originality/Value: This research contributes to the existing literature by offering a nuanced examination of the relationship between citizen participation and public service transparency. The study introduces innovative perspectives on how citizens can actively contribute to enhancing transparency, adding value to the discourse on governance and civic engagement. Practical Implications: The study provides practical insights for policymakers and public service administrators on designing and implementing initiatives that promote citizen participation. By understanding the practical implications of increased citizen involvement, authorities can develop more effective strategies for achieving transparency in public service delivery.

ANALYSIS OF THE IMPACT OF DIGITISATION OF PUBLIC SERVICES USING THE CART ALGORITHM

The current economic, social, and political context is dynamic and marked by multiple influences. The phenomenon and process of digitisation is affecting all sectors and economies. Digitisation has a cross-cutting impact, contributing to economic growth, innovation, and global connectivity. It is an ongoing process, and adaptability to new technologies is becoming essential for success in the modern world. By digitising services in local public administration, an enabling environment for modern, transparent, and citizen-oriented government is created. In this research approach, we propose the use of the CART algorithm in the analysis of the digitisation of public administration to gain a deeper understanding of the factors influencing the adoption of digital technologies and the possibility to make informed decisions to improve administrative processes and public services.

Transformation of Public Service: Rise of Technology, AI and Automation

The rapid advancement of technology has proven beneficial for enhancing efficiency, transparency, responsiveness, and effectiveness in the administration of public services. The internalization of technological innovations, including AI and automation, has become imperative to address the increasing needs and expectations of citizens in modern governance. Various developed and developing countries have revolutionized public services through the adoption of AI and automation. Nepal has made strides in digital governance, advancing from a paper-based form of governance to digital governance. Moreover, the Digital Nepal Framework aspires to restructure the economy through increased service delivery, production, and productivity by harnessing digital technology. The issues of the digital divide, ethical and responsible adoption of AI, citizen engagement and participation, and inclusiveness have been challenging. The government should prioritize investments in digital infrastructure, encourage tech innovations, and promote capacity development in the field of technology.

Розробка і впровадження нових організаційних структур в публічному секторі

Розробка і впровадження нових організаційних структур в публічному секторі

Analisis Jaminan Kematian Terhadap Ahli Waris BPJS Ketenagakerjaan Menurut Perspektif Asuransi Syariah (Studi Kasus BPJS Ketenagakerjaan Cabang Medan)

BPJS Employment is a state program that aims to provide guaranteed social protection for all Indonesian workers. Death Benefit (JKM) is a social security program implemented nationally based on social insurance principles with the aim of providing death benefits paid to the heirs of participants who die. Fulfilling worldly needs is an obligation. However, fulfilling the world's needs to achieve these needs can be done by protecting yourself, but still following Islamic law. This research aims to find out how the implementation of providing death insurance for the heirs of BPJS Employment Medan Branch according to the Sharia Insurance Perspective. This research uses a qualitative descriptive analysis method. Collecting research data through observation and interviews. The informants for this research are the Head of BPJS Employment Services, Medan Branch Office and the beneficiaries of the Death Insurance Program. The results of the research show that the implementation of providing death insurance to heirs has not been effectively implemented because the death compensation funds to heirs are late so that the death compensation cannot be felt during the death procession starting from the burial of the body to the prayer for the souls from the 7th day, even 40th day soul prayer. This is due to the heirs' lack of understanding in implementing the death insurance program and the application or processing of death insurance application documents requires too many requirements so that getting the death insurance benefits takes a long time. The non-payment of participants' death insurance claims for months by BPJS Employment has three strong indications of maladministration, namely protracted delays, non-compliance and unprofessionalism. Maladministration is behavior or acts against the law and ethics in the public service administration process. The forms of maladministration are procedural deviations, discriminatory actions, abuse of authority, including negligence or neglect of legal obligations, requests for rewards, and others. In the implementation of providing death insurance to heirs by BPJS Employment Medan Branch, it is not in accordance with sharia insurance principles, there is the occurrence of chance which has an impact on the element of maysir (gambling), there is an element of usury fadhl (excess between what is received and what is paid), including fines for lateness.

Assessing the Scalability of a Community-Based Self-Management Intervention for Older Adults with Diabetes and other Chronic Conditions – The Aging, Community and Health Research Unit Community Partnership Program (ACHRU-CPP)

Background: A multi-pronged approach was undertaken to assess the scalability of the Aging, Community and Health Research Unit – Community Partnership Program (ACHRU-CPP), a complex, integrated 6-month self-management program for community-living older adults with diabetes and multimorbidity and their caregivers, in two Canadian provinces. The ACHRU-CPP was co-designed by patients, caregivers, home and community-care providers, and researchers, in response to a gap identified by older adults in the self-management of their diabetes and other conditions. The intervention was tested in a feasibility study and an earlier pragmatic trial found that older adults who received the ACHRU-CPP experienced greater improvements in quality of life and self-management, and greater reduction in depressive symptoms, compared to those who received usual diabetes care, at no additional cost to society. Delivered by a collaborative team of primary care providers (registered nurses, registered dietitians) and a community program coordinator, key components include home visits, group wellness sessions, team-based case conferences, caregiver support, interprofessional collaboration, and nurse-led care coordination. Scalability assessment is an integral phase of the current research program, which evaluated the effectiveness and implementation of the ACHRU-CPP in four settings in Ontario (ON) and Prince Edward Island (PEI).
 Methods: Multiple methods were used to assess scalability of the ACHRU-CPP in ON and PEI: an environmental scan, individual key informant interviews, and qualitative and quantitative data from both the foundational studies and the current trial of ACHRU-CPP implementation and effectiveness. The Intervention Scalability Assessment Tool (ISAT) guided data collection and analysis. The environmental scan was conducted with strategic input from Scalability Working Groups in ON and PEI. These groups were comprised of members of the program’s governance structure, including patient and public research partners, researchers, primary care and community service providers and administrators, and policy- and decision-makers. These partners advised on relevant research and policy documents, identified potential key informants (i.e., policy- and decision-makers at the local, provincial, and national levels), and will participate in scalability assessment workshops in ON and PEI in late 2022, to finalize the scalability assessment, and identify components of the intervention to be strengthened, and barriers to be addressed to enhance the scalability of the program, in each province.
 
 Results: To date, the results of the scalability assessment have identified areas of strength and limitations within the program, most notably issues with health human resources, mixed results regarding the effectiveness of the program, and other resource gaps.
 Conclusion: This study has evaluated the scalability of a community-based program for older adults with diabetes and multiple chronic conditions that integrates primary and community care. It also provides valuable insight on the usefulness and feasibility of the ISAT for assessing scalability, as well as strategies to engage strategic practice, policy, and public partners in the process. 
 Next steps: While scale-up of the ACHRU-CPP may be merited due to the prevalence of diabetes and multimorbidity among older adults, and alignment of this program with health policy, several barriers need to be addressed before scale-up can be recommended.