Purpose This study aims to analyze the collaborative dynamics of the integrated public service delivery model in Minas Gerais, Brazil, examining how interorganizational relationships, governance arrangements and coordination mechanisms shape collaborative performance in a hybrid, multilevel context. Design/methodology/approach A qualitative case study was conducted using document analysis and semi-structured interviews with key actors involved in the management and operation of the Unidades de Atendimento Integrado system. The data were analyzed through thematic content analysis and interpreted using Ferolla and Passador (2014) framework, which evaluates collaboration across three dimensions: participation, representativeness and publicization. Findings Findings show that, despite the existence of formal coordination mechanisms and hybrid governance structures, collaborative performance remains limited. Excessive centralization, rigid standardization, fragmented accountability chains and the absence of deliberative and participatory processes undermine horizontal collaboration and restrict frontline autonomy. As a result, the collaborative potential of integrated service centers is only partially realized. Research limitations/implications Although limited to a single case, the findings identify mechanisms that are likely to appear in similar integrated service models, especially those operating in multilevel governance settings. Future studies may compare alternative models across regions or countries. Practical implications The results underscore the need for clearer accountability structures, shared performance indicators, strengthened interorganizational coordination routines and expanded discretion for frontline managers. Establishing participatory channels and reducing excessive centralization can enhance collaborative performance and improve service outcomes. Social implications Strengthening collaboration in integrated citizen service centers can improve accessibility, reduce bureaucratic barriers, enhance responsiveness and build public trust in state institutions. Originality/value This study advances the literature on collaborative governance by examining an underrepresented territorial context and demonstrating that formal integration and hybrid governance arrangements do not guarantee effective collaboration. It highlights the enabling conditions – shared authority, mutual trust and participatory structures – required for integrated service delivery to generate collaborative capacity and public value.

Local government debt has increasingly become a critical challenge for fiscal sustainability and the effective delivery of public services in Zambia. This paper undertakes aanalytical desk review of Local Government Public Debt in Zambia: Risk and Strategic Management Approaches. The review is guided by three objectives which are to evaluate the nature, scale, and composition of public debt among 116 local authorities in Zambia; to analyze the associated fiscal and economic risks of public debt at the local government level in Zambia, and recommend strategic management approaches aimed at enhancing debt sustainability and improving delivery of local services. The study is based on desk review which entailed a systematic and critical examination of national policy documents and official government reports related and /or incidental to the subject matter. Through a combination of qualitative and quantitative methodologies, quantitative analysis was used to examine trends and patterns in debt accumulation, while qualitative assessment captured contextual and institutional factors influencing debt management. The key findings revealed that public debt among 116 local authorities in Zambia is predominantly arrears-based rather than driven by formal borrowing, a substantial escalation in the scale of debt and arrears over the three-year period, with total verified obligations increasing from ZMW 4.38 billion in June 2022 to ZMW 5.86 billion by June 2025, representing a 33.86% rise. The findings indicate that arrears are not confined to a single expenditure category but are widespread across operational, statutory, and development-related obligations, underscoring the systemic nature of fiscal stress within local authorities. Statutory obligations, personnel-related arrears, and unpaid supplier and contractor liabilities constitute the largest components of local government debt, with urban and economically active councils generally exhibiting higher debt levels than rural councils. The analysis further established that the current structure of local government debt poses significant fiscal and economic risks. Rising statutory penalties and interest charges are eroding already constrained fiscal space, limiting resources available for service delivery and development expenditure. Increasing utility arrears heighten the risk of service disruptions and create contingent liabilities, while arrears to suppliers and contractors impose liquidity constraints on the local private sector, raise procurement costs, and weaken local economic activity. The reliance on arrears as an implicit financing mechanism undermines budget credibility and fiscal transparency, reinforcing a cycle of fiscal fragility at the local government level. Arising from the study’s findings, the study recommends several strategic management approaches to enhance debt sustainability, including debt restructuring, liquidation plans, strengthening revenue mobilization, budgetary controls, and institutionalized monitoring and evaluation mechanisms. Further, aligning recruitment and payroll policies with fiscal capacity and engaging with credit rating agencies can improve the financial credibility and borrowing capacity of local authorities. This study contributes to the literature by providing a comprehensive, evidence-based assessment of local government debt in Zambia, highlighting both its structural drivers and systemic risks. The findings have important policy implications, informing the design of debt management strategies, enhancing fiscal discipline, improving local service delivery, and supporting the broader decentralization agenda in Zambia

The rapid evolution of digital technologies has reshaped public service delivery worldwide, with government agencies adopting digital platforms to enhance efficiency, transparency, and accessibility. In the Philippines, the Social Security System (SSS) has embraced digital transformation in response to legislative mandates such as the Ease of Doing Business Act (RA 11032) and rising public expectations. This study focuses on the SSS Diliman Branch, examining how its digital initiatives, including the My.SSS portal, mobile application, and E-Center facilities, affect service quality and customer satisfaction. A quantitative research design was employed, combining descriptive-evaluative and causal approaches. Data were collected through a structured survey administered to 385 randomly selected members transacting at the Diliman E-Center in January 2025. The instrument measured service quality using the SERVQUAL framework (tangibility, reliability, assurance, empathy, responsiveness) and assessed digitalization and satisfaction on a five-point Likert scale. Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test direct and indirect relationships among service quality, digitalization, and customer satisfaction. Findings revealed consistently high ratings across all SERVQUAL dimensions, with assurance (M = 4.64) as the highest-rated factor, underscoring confidence in staff competence and system security. Digitalization assessment yielded strong satisfaction (overall M = 4.54), with ease of use (M = 4.56) and clarity of instructions (M = 4.58) as key strengths, though convenience (M = 4.51) showed minor access issues. Customer satisfaction was very high (overall M = 4.65), with respondents strongly agreeing that digital services improved their overall experience (M = 4.69) and expressing loyalty through recommendations (M = 4.67). Structural model testing confirmed that service quality significantly influenced both digitalization (β = 0.784, p = 0.000) and customer satisfaction (β = 0.844, p = 0.000). However, digitalization alone did not have a significant direct effect on satisfaction (β = 0.018, p = 0.784). The study demonstrates that while digitalization enhances accessibility, efficiency, and trust, customer satisfaction is primarily driven by service quality dimensions rather than digital tools alone. This suggests that technology must be complemented by reliable, empathetic, and competent service delivery to achieve meaningful improvements. The findings provide practical insights for SSS management in refining digital strategies and highlight the broader implications of digital governance reforms in the Philippine public sector.

ABSTRACT Coproduction is essential for effective public service delivery, yet research on citizen coproduction motivations remains fragmented without a comprehensive framework. This study systematically reviewed publications from the top-ranked public policy and administration journals and developed a novel SPIENM framework. The framework categorizes motivations across three dimensions: Self-centred vs. Public-centred, Intrinsic vs. Extrinsic, and Non-material vs. Material. This results in six categories: SIN, SEN, SEM, PIN, PEN, and PEM, offering unprecedented nuance in understanding coproduction motivations. The framework advances theoretical understanding of coproduction motivations, provides a structured approach for empirical research, and offers practical guidance for designing targeted citizen engagement strategies.

Digital governance is changing the dynamics between citizens and their governments. Initiatives in digital governance, like Ghana’s Citizens App, strive to boost citizen involvement and enhance the delivery of public services. This research evaluates the influence of the Ghana Gov Citizens App on citizen participation and service efficiency, utilising a cross-sectional survey method with 310 valid responses collected from the Greater Accra Region. The study applies the Technology Acceptance Model (TAM) to analyse accessibility, engagement, and perceived effectiveness. Key results indicate that 55.16% of participants have downloaded the app, with higher rates of adoption among males (51.90%) and users in the middle age group (50.00% for those aged 25–34). Educational levels also affected usage, as users with secondary education (56.9%) and Master’s degree holders (61.7%) demonstrated greater engagement. The app's ease of downloading showed a strong correlation with the frequency of use (r = 0.433, p < 0.01) and satisfaction with its features (r = 0.576, p < 0.01). Nonetheless, trust in the app was closely linked to perceptions of efficiency (r = 0.929, p < 0.01), emphasizing the significance of dependable performance. Participants rated the app as being more efficient than traditional approaches (mean = 1.6 on a 5-point scale) and noted that they could complete transactions without needing to visit in person (mean = 3.04). In spite of these improvements, the moderate satisfaction ratings (mean = 2.35) suggest that there is still room for enhancement in terms of responsiveness and usability. The research concludes that, although the Citizens App has made notable progress in Ghana’s digital governance, issues such as the digital divide, concerns about data privacy, and inconsistent service quality still exist. Recommendations include focused outreach to marginalized groups, optimizing backend processes, and increasing transparency to build trust. These findings highlight the capacity of digital tools to reshape interactions between citizens and the state while stressing the need for inclusive and user-friendly design.

Urban polycentric spatial structure and residents’ subjective well-being: The mediating role of commuting, housing and public service delivery

Quantity over Quality? Local Income Inequalities and Public Service Delivery in Brazil

Introduction The rapid advancement of digital technologies has made exploring how public service delivery impacts rural residents’ subjective well-being (SWB) a critical scholarly focus. Rural SWB is not only pivotal to China’s rural revitalization but also constrained by uneven public service access and digital disparities. This study addresses the gap in existing research in which digital technology and public services are often examined in isolation by investigating their synergistic mechanism. Methods Drawing on survey data from 2,154 rural residents in Henan Province (a major agricultural region in China), we constructed an integrated “empowerment-mediation” framework. Public service provision was evaluated across four dimensions (adequacy, equity, accessibility, inclusiveness), and digital technology development via four indicators (infrastructure deployment, factor inputs, industrial outputs, transactional ecosystems). Rigorous econometric methods were employed, including ordinary least squares (OLS), robustness checks, endogeneity processing (IV-2SLS), heterogeneity analysis, and mechanism tests. Results Both public service delivery and digital technology exert significantly positive direct effects on rural residents’ SWB. Critically, digital technology exhibits a strong synergistic effect: it amplifies the SWB-enhancing impact of public services by optimizing resource allocation and reducing access barriers. Heterogeneity analysis reveals differentiated impacts: public services universally benefit all groups (particularly low-income and less educated residents), while digital technology primarily advantages middle-to-high income and high-digital-literacy cohorts. Mechanism tests validate four key empowerment pathways: infrastructure integration, expanded educational and healthcare resources, enriched cultural and social interactions, and improved daily living convenience. Discussion These findings provide robust theoretical support for targeted policies in digital-era rural revitalization. They highlight the need to bridge the digital divide and promote inclusive synergy between digital technology and public services, ensuring that the welfare dividends of digitalization and improved public services reach all rural residents.

The rapid development of digital technology has encouraged local governments to reform public service delivery in order to become more effective, transparent, and responsive to community needs. Pandeglang Regency, as a region that is gradually implementing digital-based public service innovations, faces both challenges and opportunities in this transformation process. This study aims to analyze the role of local government in improving public services through digital innovation in Pandeglang Regency by examining the forms of innovation implemented, the implementation process, and the perceived impacts on the community. This research employed a qualitative descriptive approach, with data collected through in-depth interviews, observations, and document analysis. The findings indicate that the local government plays a crucial role in promoting digital innovation through policy formulation, institutional coordination, and the provision of supporting resources. The implementation of digital innovation has contributed to improved service efficiency, increased access to information, and enhanced service transparency. However, the effectiveness of these innovations remains uneven due to limitations in human resource capacity and varying levels of digital literacy among citizens. The implications of this study suggest that successful digital innovation in public services requires sustained commitment from local governments, continuous capacity building for public officials, and inclusive service strategies to ensure that the benefits of digital transformation are equitably experienced across different segments of society.

“Blitzscaling”—the language and practice of rapidly scaling technology companies—can have significant consequences when pursued in public service delivery. From 2016 until it went bankrupt in 2023, health-tech start-up Babylon Health introduced discourses and practices of scaling to the United Kingdom’s National Health Service (NHS). While the company promised that its software and Artificial Intelligence (AI) would create efficiency, automated diagnosis, and faster access to service for increasing numbers of people, its integration into the service undermined central organizing features of the NHS, including equity of care and the epistemic authority of clinicians. A focus on working at speed also led to obfuscation of the nature of the company’s AI and software products to evade regulatory responsibility and to Babylon accessing and enclosing public data. Recommendations for continued commitments to principles of public service, including attention to relationships and multiple forms of knowledge, could benefit other public services contending with promised technological transformations.

ABSTRACT How do street-level bureaucrats cope cognitively with the demands of service delivery? What factors shape these coping strategies, and how are they reflected in their behaviours? Based on a systematic review of 129 studies, we show that street-level bureaucrats engage in sense-making and adopt cognitive coping mechanisms such as empathy, compassion, cynical reasoning, emotional detachment, carefulness, categorization, ‘othering’, and moral licencing. These are linked to behavioural responses like rationing and aggression, and are shaped mainly by personal factors. This review contributes to the literature by employing a sense-making lens to examine cognitive coping mechanisms, their antecedents, and their behavioural outcomes.

Public assets play a strategic role in supporting governmental operations and public service delivery at the local government level. The condition and performance of public assets are crucial in ensuring operational sustainability. However, in practice, public asset maintenance is often reactive and insufficiently integrated into long-term development planning. This study aims to analyze public asset maintenance strategies and their role in supporting the operational sustainability of local governments. A qualitative approach with a descriptive-analytical design was employed. Data were collected through in-depth interviews, field observations, and documentation studies involving local government agencies responsible for asset management. Data analysis was conducted using qualitative techniques, including data reduction, data display, and conclusion drawing. The findings indicate that public asset maintenance strategies are predominantly corrective, while preventive and condition-based maintenance have not been optimally implemented. Key constraints include limited policy support, weak institutional coordination, budget constraints, insufficient human resource capacity, and underutilization of asset information systems. The study concludes that well-planned, preventive, and integrated asset maintenance strategies are essential to maintaining asset performance and ensuring the operational sustainability of local governments.

This article offers a comprehensive examination of the role of artificial intelligence (AI) technologies in the transformation of the public administration system under conditions of digitalisation of the public sector. It analyses the principal institutional challenges faced by public authorities in the implementation of algorithmic solutions, including the need to modernise organisational structures, develop the professional competencies of civil servants, and ensure transparency, accountability, and ethical justification of automated administrative procedures. Particular attention is paid to the evolution of managerial practices, manifested in a gradual shift from traditional administrative procedures towards data-centric, predictive, and algorithmically supported models of decision-making. It is argued that the integration of artificial intelligence leads to the emergence of new forms of administrative discretion, alters the balance between human and automated influence within governance processes, and exerts a significant impact on the structure of public policy, performance evaluation mechanisms, and the quality of public service delivery. From a regulatory and legal perspective, the article examines contemporary European approaches to the governance of artificial intelligence, including requirements related to safety, transparency, non-discrimination, and the protection of human rights. The significance of European Union legal acts, ethical principles developed by the Council of Europe, and recommendations of international organisations is outlined, as these instruments establish framework standards for the responsible use of algorithmic systems in the public sector. The article substantiates the necessity of developing a national regulatory model capable of reconciling technological innovation, administrative efficiency, and guarantees of democratic legitimacy. It is concluded that the effectiveness of digital transformation in public administration depends not solely on the technological capacity of artificial intelligence, but primarily on the institutional capability of the state, the quality of legal regulation, and the ability to ensure an appropriate level of public trust in algorithmically supported administrative decisions, including through the implementation of risk assessment procedures, oversight mechanisms, and accountability frameworks governing the use of artificial intelligence.

Local government budget management is a crucial element in regional governance, as it directly impacts accountability, transparency, and efficiency in public service delivery. To support effective regional financial management, the Indonesian Government has established the Government Internal Control System (SPIP), as stipulated in Government Regulation Number 60 of 2008. This study aims to examine the role and practical implementation of SPIP in regional budget management through a case study of the Regional Financial and Asset Management Agency (BPKAD) of Dumai City. Using a qualitative case study approach, this study analyzes regional financial documents, audit reports from the Regional Audit Agency (BPKAD), as well as laws and regulations and internal policies governing SPIP implementation. The results indicate that SPIP has been implemented in BPKAD Dumai City throughout the budget management cycle, from planning and implementation to reporting and accountability. However, its implementation has not reached an optimal level due to constraints such as limited leadership commitment, inadequate human resource capacity, and suboptimal internal oversight mechanisms. Therefore, improving SPIP implementation is a strategic step to realize accountable, transparent, and performance-oriented regional financial governance.

This study systematically analyzes digital governance implementation in Central Kalimantan Province, Indonesia, identifying multidimensional challenges and developing a recontextualized framework that extends foundational e-government models to address contemporary requirements for system integration and multi-stakeholder coordination. Employing a qualitative case study approach, data were collected through in-depth semi-structured interviews with 27 key informants (provincial officials, ICT administrators, district-level managers, and civil society representatives), document analysis of policy frameworks and SPBE evaluation reports (2018-2024), and direct observation of digital government platforms. Indrajit's (2002) six-dimensional e-government model provided the analytical framework, operationalized through systematic coding and thematic analysis. Findings reveal that despite substantial digital adoption progress with over 200 applications implemented and 79.5% internet penetration, Central Kalimantan's digital governance confronts critical systemic deficits. Assessment across six dimensions shows: (1) content development exhibits application proliferation without integration, with 40% of systems experiencing significant downtime; (2) competency building is severely constrained by acute ICT professional scarcity (0.3% of civil servants); (3) connectivity faces extreme geographical disparities with 186 villages remaining as "blank spots"; (4) cyber laws demonstrate substantial implementation gaps, with only 35% of systems implementing mandated security protocols; (5) citizen interfaces experience fragmentation with unintegrated service channels; and (6) capital allocation remains insufficient at 1.2% of provincial budget. Cross-dimensional analysis identifies three fundamental structural deficits: system fragmentation and absence of interoperability standards, inadequate coordination mechanisms lacking enforcement authority, and sustainability vulnerabilities reflecting insufficient lifecycle planning and vendor dependency. The study develops the C7I Model (Content, Competency, Connectivity, Cyber Laws, Citizen Interfaces, Capital, Interoperability, and Coordination-Collaboration), a comprehensive framework that explicitly integrates interoperability and coordination-collaboration as distinct analytical dimensions alongside Indrajit's original six components. Structured in three interconnected layers (foundational enablers, operational capabilities, and integrative mechanisms), the model addresses contemporary realities of fragmented digital ecosystems in regional government contexts.

ABSTRACT Enhancing the positive role of fiscal transparency in shaping citizens’ perceptions of public service performance is essential for improving the effectiveness of public service delivery. While transparency has increasingly been regarded as a critical determinant of perceived performance, the mechanisms through which it influences citizen evaluations remain underexplored. Building on principal-agent theory and expectation disconfirmation theory, this study integrates accountability mechanisms with cognitive-evaluative processes to examine how fiscal transparency shapes citizen perceptions. Utilizing data spanning 2013–2022, the findings demonstrate that fiscal transparency exerts a statistically significant positive effect on perceived performance. Public service expenditure partially mediates the transparency-performance relationship. Furthermore, trust in public officials significantly moderates this relationship, with higher trust strengthening the positive impact of fiscal openness. Heterogeneity analyses reveal that the effect of fiscal transparency is significantly stronger among employed individuals, those with higher self-assessed socioeconomic status, and rural hukou holders who face greater information asymmetries. These findings suggest that efforts to improve fiscal transparency in the public service domain should shift from a supply-driven model centred on governmental willingness to a demand-oriented model responsive to citizens’ differentiated needs. The study contributes to transparency literature by integrating accountability and cognitive-evaluative perspectives and considering the importance of individual-level disparities.

Digital transformation in public service delivery encourages government to implement service innovations that are effective, efficient, transparent, and accountable. This transformations is realized through the adoption of innovations capable of responding to public needs in a timely and accurate manner to improve service quality. The Regional Civil Service Agency of East Java Province developed the Rumah ASN Application as a digital-based personnel service innovation to support the needs of civil servants of the East Java Provincial Government and the general public. This study aims to analyze and describe the implementation of the Rumah ASN Application as an innovation in personnel services at the Regional Civil Service Agency of East Java Province. This research employs a qualitative descriptive. The analytical framework is based on the public sector process innovation theory proposed by Khodadad-Saryazdi (2022), which consists of seven key success factors: strategic alignment, governance, leadership, culture, information technology and information system, process actors, and performance evaluation. Data were collected through interviews, observations, and documentation. The findings indicate that the implementation of the Rumah ASN Application has generally been conducted well, but it has not yet reached optimal. Challenges identified for optimizing this service including the needs for continuous user socialization during system updates, optimization of service features for civil servant capacity building, strengthening administrative capacity and cross-sectoral coordination, and the developing the application into a mobile application version.

The region of Asia has a great history of religion and culture. It is a host of a number of strong cultures such as East Asian culture, Indian culture and Islamic culture. These cultures shape and influence people's lifestyle and way of living. India has a great history of traditional beliefs, customs and culture. It is interesting for us to analyse the influence of Indian culture on the administration, governance and public service delivery since time immemorial. The study adopts the methodology which is primarily qualitative in nature where secondary literature has been studied in details to get an idea about the impact of traditions and culture on Indian administration. Before getting into the study of the Indian administration it is essential to have a deeper understanding about the contributions of pioneers such as Fred Riggs and John Gaus on the administrative theories. Through this study we would identify and trace how Indian culture in particular has shaped the administrative practices. The governance structure is also not devoid of traditional beliefs and customs. In order to analyse the administration of any region an important prerequisite is to have a meticulous understanding of the impact of beliefs and customs in the governance. Within Public Administration, public value holds profound importance. The concept of public value states that it is value that guides citizens in the operation of public organization on delivery of public services. Therefore, in this study, the focus would also be in analysing the relationship between ethical culture and public value; in special reference to Indian administration. Through this study it would also be important to have an idea of a culturally diverse society like Asia as a region in general and India in particular along with have an indepth understanding of what different challenges India faces in public administration as well as the solutions to these problems in order to ensure greater accountability and ethical conduct.

This study examines the adaptability of ‘Batho Pele’ principles, also called ‘People First,’ of South Africa to the public service delivery in Nepal, which is experiencing a federal transition. As a developing nation, Nepal’s public service delivery is often hindered by inefficiency, a lack of transparency, and low citizen engagement. While the Constitution of Nepal promised inclusive and accountable governance, the public service remains beset by bureaucratic inertia, political instability, and structural exclusion. Drawing on qualitative interpretative literature reviews, the paper examines the Batho Pele principles of consultation, service standards, access, courtesy, information, openness, redress, and value-for-money in a contextual setting to reflect on their suitability to Nepal's federal, culturally diverse governance landscape. According to the analysis, Batho Pele provides not only administrative mechanisms but also a normative framework for citizen-first governance, addressing Nepal’s fragmented reforms as isomorphic mimicry. The study emphasizes the importance of adaptive policy translation over wholesale or ad hoc model adoption, drawing on comparative insights from South African experiences. Finally, this study contributes to the broader discourse on policy transfer and public service innovation, offering practical recommendations for integrating Batho Pele values into Nepal’s evolving federal public administration and inclusive public service delivery framework.

Purpose of the study: This study aims to determine the influence of bureaucratic behavior and facilities-infrastructure on community satisfaction in population administration services at the Department of Population and Civil Registration of Ambon City. Methodology: This study employed a quantitative survey approach involving community members who had directly accessed population administration services at the Department of Population and Civil Registration of Ambon City as the research subjects. Data were collected using structured Likert-scale questionnaires designed to measure bureaucratic behavior, service facilities–infrastructure, and community satisfaction, with instrument validity and reliability tested prior to analysis. The collected data were analyzed using SPSS software through descriptive statistics and multiple linear regression analysis to examine the relationships and influence among variables, supported by classical assumption tests (normality, multicollinearity, heteroskedasticity, and autocorrelation) to ensure the reliability and robustness of the regression model. Main Findings: The study concludes that bureaucratic behavior and service facilities–infrastructure play a crucial role in shaping community satisfaction with population administration services. These findings imply that public policy should prioritize not only infrastructural improvements but also bureaucratic professionalism, transparency, and responsiveness to strengthen public trust. The study contributes to public administration scholarship by emphasizing social satisfaction as a key indicator of effective and citizen-oriented public service delivery. Novelty/Originality of this study: This study offers a new integrated analysis that simultaneously examines bureaucratic behavior and facilities-infrastructure in the context of population administration services in Ambon City. It contributes to existing knowledge by presenting localized empirical evidence and highlighting the combined influence of human and structural service components on public satisfaction.