Public Administration Service Research Articles

The Use of Information and Communication Technologies Among Generation X in Serbia: A Comparison Before and After the COVID-19 Pandemic

The aim of this paper is to examine the use of information and communication technologies (ICT) among Generation X in the years before and after the COVID-19 pandemic. The pandemic brought significant changes in digital technology usage and accelerated shifts in work, communication, and societal functioning. Generation X, comprising individuals born between the 1960s and 1980s, grew up during a time when digital technologies and the internet were not as prevalent. Given that they now live and work in a digital era, it is crucial to understand how they adapt to the rapid changes driven by digitalization. For this research, microdata from the study "The Usage of Information and Communication Technology by Individuals/Households in the Republic of Serbia" was analyzed for the years 2019 and 2023. Results show a slight increase in internet and computer use, particularly among younger members of Generation X. Additionally, 2023 saw a noticeable rise in online shopping and the use of communication services that gained popularity during the lockdown. Regarding public administration services, respondents in 2023 primarily accessed services related to the pandemic, such as vaccine information and green certificates. However, a significant number of respondents, 49%, did not use public services in either 2019 or 2023, suggesting potential issues with trust or perceived complexity. The main contribution of this paper is a detailed analysis of this group's behavior before and after the pandemic, focusing on ICT use and responses to changes triggered by the COVID-19 pandemic.

Current Status of Application of Information Technology in Solving Administrative Procedures of People's Committees of Wards and Communes in Viet Tri City

For the provision of online public administrative services in Vietnam, information technology is identified as both a requirement and the most important solution to implement the goals and contents of the administrative reform and modernization process in management. The article presents the current status of information technology application in handling administrative procedures of ward-level People's Committees in Viet Tri city, and at the same time points out the causes of the current situation to continue to have innovations in information technology to improve the quality and efficiency of this service.

Analysis of document retrieval for online public administrative procedure services.

Public Administrative Procedures (APs) are processes, implementation methods, documents, and requirements or conditions prescribed by gov­ernment agencies or authorized individuals to ad­dress specific tasks related to individuals or orga­nizations. However, organizations and citizens still face challenges in easily and conveniently accessing information and public administrative services. This paper investigates advanced techniques to address the challenges of document retrieval for public admin­istrative services. We implement a hybrid retrieval process, combining traditional retrieval models such as TF-IDF and BM25 with modern models such as SBERT and fine-tuning models. Results demonstrate that combining these models significantly enhances retrieval performance. The ensemble model of BM25 and finetuned SBERT achieved the highest F2 score, indicating superior effectiveness in information re­trieval.

User Satisfaction and Challenges in Plavon Dukcapil Online Services

General Background: The effectiveness of public administration services in Indonesia is crucial as the country transitions to digital platforms. Specific Background: This study examines the online services of Plavon Dukcapil in Rangkah Kidul Village, Sidoarjo Subdistrict, highlighting challenges faced by elderly users in navigating these services. Knowledge Gap: While existing research addresses the advantages of e-government, few studies focus on user satisfaction and effectiveness in rural areas, particularly regarding Plavon Dukcapil. Aims: This research aims to assess the effectiveness of Plavon Dukcapil's online services, focusing on community satisfaction related to service quality, speed, and accessibility. Results: Findings indicate that although service productivity aligns with regulations, efficiency is hindered by incomplete documentation and delays. Community satisfaction is compromised as many residents prefer in-person services over online options. Novelty: This study offers new insights into the operational challenges of e-government in rural Indonesia and highlights the need for improved community engagement. Implications: Enhancing communication and technical support for users, especially the elderly, could significantly improve the effectiveness and satisfaction of Plavon Dukcapil services, fostering better public service delivery in the digital era. Highlights: Digital Transformation: The study emphasizes the role of technology in enhancing public service accessibility and efficiency. Community Preferences: Many residents still prefer traditional in-person services over online platforms, indicating a gap in user experience. Need for Engagement: Improved communication and support for vulnerable populations, particularly the elderly, are essential for increasing online service effectiveness. Keywords: Plavon Dukcapil, Online Services, Community Satisfaction, E-Government, Public Administration

Analysis of the current status of the public administrative service quality of the Ministry of Economy and Finance of Cambodia

This paper explores the quality of public administrative services offered by the Ministry of Economy and Finance of Cambodia, focusing on its role in supporting the nation’s socio-economic development. Over the last two decades, Cambodia has achieved remarkable economic progress, moving from a low-income country to a lower-middle-income country. However, despite these achievements, the public administrative services face significant challenges, including inefficiency and lack of transparency, which continue to impact the trust of the public. This paper delves into the effectiveness of these services by examining satisfaction levels, challenges, and proposals for improvement.

Public administration and public services analysis and development trends: a review

Public administration and public services analysis and development trends: a review

Analisis Reformasi Tata Kelola Administrasi Pemerintahan (Studi Kasus Provinsi Jawa Barat)

The challenges of governance in the era of globalization are becoming increasingly complex, particularly in West Java Province, which faces public demands for efficiency, transparency, and accountability in public services. Although governance reforms have been implemented, obstacles such as complex bureaucracy, a lack of accountability, and rapid socio-economic changes continue to impact service quality. This study aims to analyze the impact of administrative governance reforms on the efficiency of public services. The main focus of this research is on the changes in transparency and public participation resulting from the implemented reforms, as well as the primary challenges faced in their implementation, including bureaucratic obstacles and technology adoption. The research employs a qualitative approach. Data were collected through 30 in-depth interviews with 10 government officials, 10 business actors, and 10 members of the general public. Additionally, focus group discussions (FGDs) were conducted involving 8-12 participants to gain deeper insights into their experiences related to governance reforms. Data analysis was performed using a thematic approach. The findings indicate that governance reforms in West Java Province have accelerated public administrative services, particularly through digitalization, which has reduced processing times for permits. However, challenges remain, such as limitations in human resources and technology, resistance to change among civil servants, and discrepancies in policy implementation across regions. Therefore, enhancing employee training and simplifying bureaucratic procedures are essential to ensure the sustainability of these reforms.

The Impact of Public Administrative Service Quality on Enterprise Satisfaction: A Study of Cambodia

The Impact of Public Administrative Service Quality on Enterprise Satisfaction: A Study of Cambodia

Offering services and self-service in intelligent public administration

Self-service and offering services in public administration is a new concept that should be the basis of its service in the future. Here, we present a concept that should enable not only more efficient service but also the satisfaction of service users. Especially because it would provide them with the option to choose. To implement this concept effectively, it is necessary to implement intelligent public administration that can provide it. For this, we need knowledge bases and intelligent software agents. We will list some of the tools for implementing knowledge bases, and in one tool, we will create an appropriate database. We will use it to present the process of offering services. Here, we will mention the process of forwarding the "Birth Certificate" - a birth certificate that is part of self-service. We will mention offering a "Criminal Record Certificate" and "Title deed" as an example of offering services. These are a unique public administration data warehouse and a necessary means for user identification. There are also necessary legal prerequisites for implementing and using self-service and offering services in intelligent public administration.

A Large Language Model-Based Question Answering System for Online Public Administrative Services

Public administrative services are one of the key concerns for citizens; however, there are still numerous procedures and issues that citizens encounter and need clarification on. This study aims to alleviate some of this burden on officials by developing a Question Answering System (QnA) to address inquiries about public administrative services. We present a framework for utilizing Large Language Models to develop and implement a QnA system on the Online Public Administrative Service Portal in Ha Giang Province.We also provide extensive experimental analysis to demonstrate the effectiveness of each component in the QnA system.

Crisis Management In Public Health: Responding To Emergencies And Disasters

The government has a lot of chances and challenges in the twenty-first century to improve public health and provide citizens with higher-quality services. Generally speaking, administrative officers oversee and carry out a variety of government activities at the local level. They are exposed to a variety of citizen-facing issues as well as the difficulties in carrying out ground-level project execution. They regularly handle a variety of crises. Pandemics, natural disasters, and any other scenario involving law and order present a serious challenge for the government. Officers in charge of public health services handle emergencies on the front lines. Communication, scenario assessment, and teamwork are essential for crisis management to be effective. Team procedures improve crisis management's responsiveness, velocity, and effectiveness. The brief duration of crisis situations means that little time remains for planning. Therefore, public servants need to be proactive and flexible enough to handle the situation. According to this work, an effort will be made to investigate the variables and how they interact to affect the government sector's ability to manage crises effectively as well as the interactions between the variables affecting the quality of e-governance services in public health administration.

Characteristics of Organizational Culture on the Quality of Health Services in Meepago Region (Nabire Regency) Study in the Field of Public Administration

This study aims to emphasizes the characteristics of organizational culture and its impact on the quality of health services in public administration in Nabire Regency. The main argument in this research places Robbins' idea of ​​organizational culture into the characteristics of primary organizational culture. Method used in this research is descriptive qualitative, with the data source from observations, in-depth interviews, and documentation. The findings in this research showed that secondary organizational cultural characteristics also had a dominant influence in shaping organizational culture at the research location. The findings in this research show that primary cultural characteristics alone are not enough to achieve optimal quality of health services, especially in conditions in countries or regions that have not yet been settled and established, but on this occasion I dared to add new organizational cultural characteristics which I call cultural characteristics. Further research can develop the results of this research to investigate health services with a wider scope or in different cases in other places.

Impact of Un-ethical Decision Making in Managing Teacher Disciplinary Matters in Public Secondary Schools in Malawi

Public administration inclusive the education sector, is catalyst for national development, it hinges citizen’s intellectual and professional development. Malawi vision 2063, for self and reliant nation incorporates New public management that calls for competent public administrators to influence delivery of quality service to Malawians. The study examines the impact of Heads unethical decisions in managing teacher disciplinary matters in public secondary schools in Malawi a case of Mzuzu City. Research implores mixed methods exploratory sequential under pragmatics paradigm. Quantitative survey uses quota sampling of estimated 9 respondents from each school within the 22 public secondary schools in Mzuzu City. Sample size of participants came to approximately 200 participants out of 514 total secondary school teachers’ population. Within each school, random sampling was utilized to identify 9 to 10 teachers. Qualitative used purposive sampling to identify one respondent from each of twenty-two secondary schools. Quantitative used semi-structured questionnaire while qualitative used interview guide to collect data. Qualitative data was transcribed and coded, codes were grouped into sub-themes and sub-themes were grouped into themes which answered research questions aided by Nvivo application. Quantitative data was analyzed using descriptive statistics which ended up producing tables and graphs through SPSS 20. Through bounded rationality theoretical framework, findings reveal that respondents agreed to have knowledge of disciplinary procedures. Implying that teachers expect total compliance from responsible authorities to handle teacher disciplinary matters professionally. However, Heads gave oral warnings, written warnings, suspensions and interdictions. Heads deliberately flouted the procedures. Heads unethical decisions affected teaching and learning industry; where teachers stopped teaching for a long period of time, half pay reduced victim’s economic dignity, students suffered because they had no other teachers to teach them, some teachers left the school for better place, demoralized staff, litigations and government compensated victims of arbitrary decisions, victim teachers were sociologically affected because no other teachers wanted to associate with suspended/interdicted teacher, violation of Constitutional rights and school poor performances. The impact is negative thwarting the aspirations of Malawi Vision 2063 through derailing of quality human resources, compromised future generation and continuous breeding of mediocrity. Public service administrators deliberately bring disorder in the system for personal interests. They are committing crimes of abuse of office and neglect of official duties. Citizens be enlightened to call for accountability and transparency to those acting with mediocrity of negligence, corruption and compromised character. There must be personal liability to compensate for mediocrity.

Instalasi Jaringan Komputer Sebagai Penunjang Layanan Administrasi Masyarakat Nagari Bomas

Currently, Bomas Village is still experiencing obstacles in terms of smooth public administration services. This is caused by several factors, including the lack of adequate computer network infrastructure. Currently, the computers in the Bomas Village Head's office are not connected to each other, making it difficult to communicate and share data. Data processing and information delivery are still mostly done manually, so it is time consuming and inefficient. In addition, officers at the Bomas Village Head's office still do not have adequate expertise in using information and communication technology. In the implementation of Community Service in Bomas Village, Sungai Pagu District, South Solok Regency, it consists of the following stages: (1) To provide solutions to computer network installation problems in the Bomas Village Head's Office (2) to provide knowledge about computer network maintenance to Bomas Village Head's office employees. With these method stages, the implementation of Community Service activities can be carried out properly. Through the installation of a computer network, Bomas Village Head's office employees can send and exchange data/file correspondence quickly and one printer can be used by all computers/laptops practically and easily through the printer sharing feature. The more optimal use of information technology through this activity has succeeded in introducing computer networks to village head office employees. This is expected to increase digital literacy in the community and encourage the use of technology in various aspects of life

Electronic auctions of seized property as a mechanism for ensuring the rights of participants in executive proceedings

The article is devoted to the study of the legal nature of electronic auctions of seized property as a mechanism for ensuring the rights of participants in executive proceedings. As part of the scientific research, the author reveals the legal nature of electronic auctions of seized property based on the analysis of their legal regulation, formulating conclusions about the role of this institution in the system of executive proceedings. The author emphasizes that electronic auctions as a special mechanism of enforcement proceedings must have a clear, consistent and unambiguous legal regulation in national legislation, since this type of activity directly affects the property rights of participants in enforcement proceedings, in particular, the right to private property, which is guaranteed to a person by the Ukrainian and international law. The article examines the legal nature of electronic trading through the prism of institutions of public electronic services and administrative services, as well as the institution of entrepreneurship. The author substantiated the conclusion that the researched institute is not a form of providing electronic or administrative services provided by the state at the request of a certain subject, nor can it be considered a separate type of entrepreneurial activity, given the multi-subject nature of the goal. The article concludes that electronic auctions of seized property by their legal nature belong to the category of measures of administrative influence on the participants of executive proceedings in terms of their property rights. This measure has an electronic legal form of forced alienation of property or property rights, which is used to ensure full, timely and legally executed decisions of courts and other bodies in executive proceedings. The role of the investigated institute is determined by the provision of a compensatory function in the enforcement proceedings, which guarantees the debt collector the acquisition of the right of ownership of the sum awarded by the court, through the forced sale of the property belonging to the debtor through electronic auctions.

Implementation of the Sipraja Program in Public Administrative Services

General background: Efficient public administration in village governance is key to improving community services. Specific background: The Siwalanpanji Village Government has implemented the Sipraja program, aiming to enhance population administration services. Knowledge gap: Despite the use of Sipraja, challenges remain in budget allocation, communication, and operator motivation, suggesting the need for evaluation to determine its effectiveness. Aims: This study analyzes the implementation of the Sipraja program in Siwalanpanji Village using Edward III’s policy theory framework, focusing on communication, resources, disposition, and bureaucratic structure. Results: The findings reveal that communication has been effectively facilitated by village officials who guide residents in using the application. Resources are adequate in terms of facilities, and officials can operate Sipraja, though budget sources remain unfulfilled as a motivator for operators. The disposition aspect is positive, with policymakers’ commitment aligning with existing regulations. The bureaucratic structure is relatively efficient, supported by clear standard operating procedures. However, the need for community socialization and consistent financial support is evident. Novelty: This study provides a detailed evaluation of Sipraja's implementation in administrative services, highlighting communication and resource gaps that affect the program's effectiveness. Implications: The study emphasizes the importance of financial support and community socialization for successful digital administration services in village governance. Highlights: Effective communication is crucial for successful digital service implementation in village governance. Resource gaps, including budget constraints, impact the program's operator motivation. Clear standard operating procedures support a more efficient bureaucratic structure. Keywords: Implementation, Sipraja Application, Population Administration, Village Governance, Digital Systems

Strategi Humas dalam Meningkatkan Kualitas Pelayanan Administrasi Publik Melalui KUBERSERI di Kecamatan Plumpang Kabupaten Tuban

This research aims to analyze public relations strategies to improve the quality of public administration services through KUBERSERI in Plumpang District. The research method used is a qualitative descriptive method. The data sources used are primary and secondary data sources. Data collection techniques in this research are interviews, observation and documentation. Data analysis in this research includes data collection, data reduction, data presentation, and drawing conclusions. The theoretical basis used in this research is the Cutlip, Center & Broom theory, namely that there are 4 indicators of public relations strategy, including fact finding (situation analysis), planning, action and communication (action and communication), and evaluation (evaluation). And for service quality variables, a theory is used which consists of 5 indicators, namely tangibles, reliability, responsiveness, assurance and empathy. The results of the research show that Plumpang District has implemented a strategy to improve the quality of administrative services well. Although in general Plumpang District has implemented efforts or strategies to improve the quality of its services, there are still several indicators that need to be improved in order to influence the community's expectations of obtaining quality services in Plumpang District.

Krause, Tobias A., Schachtner, Christian & Thapa, Basanta E. P. (Hrsg.) (2023). Handbuch Digitalisierung der Verwaltung. transcript Verlag. 420 Seiten. ISBN: 978-3-8252-5929-7 / ISBN: 978-3-8385-5929-2 (eBook). https://doi.org/10.36198/9783838559292.

The handbook Digitalisierung der Verwaltung provides meaningful knowledge on important management issues relating to the digital transformation in public administration and public service provision in Germany. 19 refreshing contributions shed light on personnel management, organisation, processes, and data infrastructure. With their valuable book, the editors not only address design features of digitalisation concepts, but also pose critical questions about implementation processes. The reader can learn from a multitude of illuminating practical examples, workable solutions and pioneering insights without ignoring the specific contextual factors of the political-administrative system in Germany. The book is aimed at public sector employees and executives, students and scholars, tech companies and service providers who deal with the digital transformation in public sector organisations.

Enhancing administrative service delivery practices of local government: Experiences from Nepal

This study aims to examine the administrative service delivery practices within the local government of Nepal and explore the intricate perceptions of the interplay between governance, service delivery, and citizens. The objectives include understanding the contextual elements that shape states, addressing concerns of developing nations, emphasizing service delivery, prioritizing citizen viewpoints, and tackling governance issues. Utilizing a mixed-methods approach grounded on post-positivism, the study employs purposeful sampling to select rural municipalities in Nepal. Data collection involves a quantitative institutional survey to assess the current state of public administrative services, with survey respondents comprising service providers and citizens. The respondents reported higher levels of satisfaction with the efficiency, timeliness, and resource availability of administrative services. However, the study also revealed gaps and disparities in the knowledge and perceptions of administrative practices and governance among different respondent groups and ecological regions. Emphasizing the significant advantages of collaboration, decentralization, people-centric development, and meaningful engagement, the study highlights the need for further research and policy interventions to enhance public service delivery and governance of local government in Nepal.

“The Human Must Remain the Central Focus”: Subjective Fairness Perceptions in Automated Decision-Making

The increasing use of algorithms in allocating resources and services in both private industry and public administration has sparked discussions about their consequences for inequality and fairness in contemporary societies. Previous research has shown that the use of automated decision-making (ADM) tools in high-stakes scenarios like the legal justice system might lead to adverse societal outcomes, such as systematic discrimination. Scholars have since proposed a variety of metrics to counteract and mitigate biases in ADM processes. While these metrics focus on technical fairness notions, they do not consider how members of the public, as most affected subjects by algorithmic decisions, perceive fairness in ADM. To shed light on subjective fairness perceptions of individuals, this study analyzes individuals’ answers to open-ended fairness questions about hypothetical ADM scenarios that were embedded in the German Internet Panel (Wave 54, July 2021), a probability-based longitudinal online survey. Respondents evaluated the fairness of vignettes describing the use of ADM tools across different contexts. Subsequently, they explained their fairness evaluation providing a textual answer. Using qualitative content analysis, we inductively coded those answers (N = 3697). Based on their individual understanding of fairness, respondents addressed a wide range of aspects related to fairness in ADM which is reflected in the 23 codes we identified. We subsumed those codes under four overarching themes: Human elements in decision-making, Shortcomings of the data, Social impact of AI, and Properties of AI. Our codes and themes provide a valuable resource for understanding which factors influence public fairness perceptions about ADM.