Public Service Delivery Research Articles

Myanmar Budget Dynamics and Their Effect on Multiple Performances of Public Service Delivery: A Multilevel Approach

A public budget consists of financial input for implementing governmental operations. It is generally expected that financial resources will increase organizational performance because they can be used to obtain other types of resources. This study aims to make a theoretical contribution to the punctuated equilibrium theory literature by examining how the different patterns of budget changes affected the competing dimensions of public service performance (3Es: efficiency, effectiveness, and equity) before and after the Myanmar budget reform in 2011. We collected a two-level dataset including budget allocation data at the ministry level and public service providers’ perceptions of performance at the individual level and employed multilevel modeling. Our results show that the effectiveness of public services can be improved by increasing a significant amount of budget allocation (positive punctuations), but this has no effect on efficiency or equity. However, any level of budget reduction can decrease the efficiency and equity of public services.

Analysing the Impacts of Fiscal Decentralisation on Public Services Delivery: Evidence from Health Sector in Pakistan

Delegation of power can of political, social and fiscal authority and all the three has been considered an important policy reform to achieve high growth, better delivery of services and stabilize the macro uncertainties in economy. Among the three types of decentralization, this study was conducted to assess the fiscal aspect of decentralization and its impacts were analyzed on public services deliveries, which is one of the core objectives of power delegation. Pakistan was taken as a sample case. Annual time series data spanning from 1974 to 2021 were sourced from both the World Bank and the economic survey of Pakistan. Fiscal decentralization was measured through fiscal transfers and vertical balances while public services were proxy through health sector. In health sector this study took infant mortality rates because of the ways availability of data. Per capita GDP, Rural-Urban ratio and health expenditures were taken as a control variable. The results were extracted through ARDL and it was found that between the two proxies of fiscal decentralization, fiscal transfers is more effective than vertical balances and therefore it was suggested that government may increase the share of provinces to further improve the delivery of public services in Pakistan.

Public Administration-Concepts and scope

Public Administration is an important discipline that focuses on the management of resources and the provision of public services by governments and public institutions. In the context of globalization and rapid social change, there is an increasing demand for efficient, transparent and accountable governance. This research aims to comprehensively explore and describe the concept and scope of Public Administration. This includes identifying the characteristics, functions, and underlying principles of Public Administration, as well as analyzing its role in governance, policy formulation, and public service delivery. The method used is to examine the evolution and rise of Public Administration, focusing on its meaning, definition and scope in different countries. The research recognizes the importance of bureaucracy, including systems of hierarchy, training, recruitment, promotion, and retirement, in the field of Public Administration. The results show that the importance of Public Administration in economic progress and overall nation building. The research emphasizes the need for efficient Public Administration to achieve the goals of the modern concept of welfare. In addition, the research highlights the scope of Public Administration, which attracts the attention of students in academic and professional programs in the role of public relations. In conclusion, Public Administration plays an important role in national development and sets the framework for achieving welfare goals. It is imperative to study and understand Public Administration to bring about positive changes in government administration.

Changing prices after the reform of local public services: remunicipalization versus privatization

AbstractPrivatization and remunicipalization have been used as alternative options to reform the delivery of local public services; in both cases, mainly because of disappointment with the service performance, although ideological preferences might also play a role. The drivers and effects of water privatization have been widely studied, whereas little empirical evidence is available for remunicipalization, particularly regarding its effects. Using a sample of Spanish municipalities, this paper assesses the change in the price of urban water following remunicipalization as compared to privatization. The main finding is that remunicipalization leads to smaller increases in price; this outcome is, however, due to a few atypical municipalities with abnormally low prices before the policy reform. Once these influential observations are controlled for, whether the reform consists of remunicipalization or privatization makes no difference regarding price changes. It is also found that remunicipalization is much more likely in cities governed by extreme left-wing parties.

Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academic attention as a performance measure to monitor and assess public service delivery, particularly at the local level. Despite substantial scrutiny in diverse research contexts, quantitative studies still predominate, mainly using secondary survey data in their research. Furthermore, we observed an absence of an agreed-upon definition for citizen satisfaction and an over-emphasis on the expectancy-disconfirmation model to explain the satisfaction process, highlighting the need for scholars to move beyond the performance-expectation dyad. While reviewing a set of environmental, organizational, and individual-level antecedents and outcomes, we noticed few scholars have considered the effects of moderating variables on citizen satisfaction. As such, our paper concludes by identifying a few underexplored research themes that could facilitate knowledge-building regarding citizen satisfaction.

Women in politics: examining their impact on policy development — A comprehensive review

The representation of women in political offices has expanded in every country over the last few decades. Commencing with a historical overview, this review underscores the persistent obstacles and cultural constraints that have hindered women's political engagement. The primary focus is on identifying and dissecting impediments such as ingrained gender prejudices, unequal access to education, and sociocultural constraints. This comprehensive examination explores the crucial role of women in politics and their profound impact on policy formulation. Global attention has increased on gender equity and women's political representation, emphasizing the importance of understanding how women's participation in political decision-making processes influences policy outcomes. The involvement of women in politics, particularly in poorer countries where health and education are priority sectors, has led to improvements in the delivery of public services. The review delves into the political empowerment of women, highlighting the positive social change and role modeling that women in politics can provide in their local areas. Recent studies suggest that the makeup of public expenditure may not necessarily reflect the impact of female representation on legislative debates and specific policy decisions. Female participation has enhanced institutional quality by reducing corruption and yielding benefits for those in positions of responsibility. The review advocates for greater gender diversity in political decision-making by examining obstacles, proposing solutions, and emphasizing the ongoing need for research and advocacy to support and promote the invaluable contributions of women to global policy development.

Behavioral Aspects in the Planning and Budget Process in the Healthy House Inpatition Clinic Baznas Al Chusnaini Sidoarjo

Baznas Al Chusnaini Sidoarjo Healthy Home Inpatient Clinic is a Public Non-Profit Organization that provides services to the community, especially the poor.This research aims to find out how the budget preparation process works at the Baznas Al Chusnaini Sidoarjo Healthy Home Inpatient Clinic and find outbehavioral aspects in the planning and budgeting process. The methodological approach used is case study analysis. This analysis was identified as gaining an in-depth understanding of behavioral aspects in the planning and budgeting process at the Baznas Al Chusnaini Sidoarjo Healthy Home Inpatient Clinic. Data collection techniques use interviews. They implement a budget preparation process involving participation from management and the medical services division, increasing responsibility for the budget prepared. A mixed top-down and bottom-up approach is used in budgeting, where the clinic starts from the top level of the organization and then supplements with lower level employees. The budget preparation process involves 4 stages: preparation, ratification, implementation, and reporting and evaluation. This article highlights the importance of the involvement of all parties in budgeting to achieve shared responsibility and success in the delivery of public non-profit health services. The implementation of the theory of budgeting behavior in Healthy Homes is in accordance with the core of the theory. As a suggestion, Baznas Al Chusnaini Sidoarjo Healthy Home Clinic is advised to maintain the budgeting aspect by integrating participatory processes, ensuring the involvement of all related parties, as well as carrying out evaluations and updates to maintain the relevance of the budget to the goals and needs of the organization.

Digital economy and institutional dynamics: striving for equitable public service in a digitally transformed era.

The rapid emergence of China's digital economy has sparked profound interest in the complex interplay between digitalization and the provision of public services. This study aims to delve deeper into how the development of the digital economy impacts the level of equalization in public service delivery and evaluates whether institutional factors can moderate this transformation. Against the backdrop of pursuing "common prosperity," this research provides valuable guidance for policymaking and strategic planning. It ensures that the ascent of the digital economy not only elevates the standards of public services but also fosters their equitable distribution, thereby advancing the cause of social equity. The study utilized the System Generalized Method of Moments (GMM) model along with longitudinal trend data spanning from 2009 to 2018. This approach facilitated an in-depth analysis of the relationship between the digital economy and the level of equalization in public service delivery. The application of this model provided deeper insights into the impact of the digital economy on public service equalization and the identification of underlying mechanisms. This study reveals a complex paradox that the digital economy is exacerbating regional disparities in the provision of basic public services. Furthermore, the research underscores the pivotal role of institutional environments in mitigating the adverse effects of the digital economy on public service provision. By examining the interplay between digital economy growth and institutional frameworks, the study suggests that adaptable and robust institutions are essential for harnessing the digital economy's benefits while minimizing its potential drawbacks. In conclusion, the findings from this study offer substantial insights into the dual impact of the digital economy on public service provision, enriching the ongoing discourse on digital transformation and social equity. The research underscores the significance of strategic policy reforms and institutional adjustments to harness the transformative power of the digital economy, promoting equitable access to public services and advancing the goal of "common prosperity" in the digital age.

From paperwork to pixels: workload and digital governance in Armenian local authorities

This study examines the impact of amalgamation reforms on workload and digital governance within Armenian local authorities, against a backdrop of decentralization and government consolidation. It explores how these reforms affect public servants at different governmental levels and ordinary citizens, highlighting the transition towards e-governance as a mitigatory strategy. The research employed a mixed-method approach, incorporating document analysis, semi-structured interviews with government officials across various levels, and focus group discussions with citizens from amalgamated communities. This comprehensive methodology aimed to assess the shifts in workload distribution and the effectiveness of digital governance tools post-amalgamation. Findings indicate a significant shift in work responsibilities towards local administrators, particularly after community amalgamations, leading to increased workloads. While digital governance tools were introduced to alleviate these pressures, their effectiveness varied. Smaller communities reported satisfaction with service delivery improvements, attributing this to enhanced government support and capacity. However, larger communities faced challenges, including dissatisfaction with service delivery, loss of local identity, and perceived inequities in tax contributions versus benefits received. The study reveals that while amalgamation and digital governance initiatives aim to enhance administrative efficiency and public service delivery, they also present complex challenges. These include managing increased workloads and ensuring equitable service provision across communities. The research contributes to the discourse on local governance reform, emphasizing the need for a balanced approach that considers the implications for democracy, accountability, and citizen engagement in the face of significant structural changes.

Citizens’ e-participation in the digital world: empirical insights from Europe

IMPACT This study investigates citizens’ e-participation, examining a large sample of European countries from 2017–2021. Empirical results suggest that the investigation of e-government initiatives cannot be limited to technocracy, requiring the consideration of different factors and the various features of citizens’ engagement. Policy-makers and local government leaders planning e-government strategies should know that e-maturity is highly dependent on the characteristics of the context in which a public sector entity operates: meaning that norms, rules and societal values depicting the institutional context matter. They should also go beyond the efficiency dimension of public service delivery and focus on effectiveness.

Assessing Public Service Quality in Emerging Autonomous Regions: A Case Study of Basic Education Services in Central Mamuju Regency

There is a limited amount of research being undertaken on emerging autonomous areas, particularly in the evaluation of local governments capabilities in meeting the demands of autonomy, especially concerning the enhancement of public service delivery. This study seeks to address the existing research gap by evaluating the quality of public services provided by the newly established autonomous region administration, with a specific focus on the basic education sector. This study focuses on the Central Mamuju Regency, a recently established autonomous unit within the West Sulawesi Province. The researcher employed a mixed method approach in their study. Data gathering for quantitative approaches typically involves the administration of surveys, whereas qualitative data is often gathered through Focus Group Discussions (FGD). The survey was administered to a sample of basic education service providers, comprising 116 elementary schools and 37 secondary schools, resulting in a total of 153 participants. The primary objective of this study is to examine the minimal service standards on four key components, specifically facilities and infrastructure, educators and education personnel, curriculum, and education quality assurance. Data analysis methods employ statistical techniques to describe and analyze quantitative data, while utilizing interpretive approaches to analyze qualitative data. The findings of the study indicate that the newly established autonomous government faces challenges in enhancing the provision of basic education services, mostly owing to constraints in infrastructure. Another factor that adds to the deficiency in quality is the insufficient quantity of teachers who possess proper certification as educators.
 Keywords: public service, service standard, local government, new autonomy area

Performance Evaluation of New Local Institutions: Case study on Kemantren in Yogyakarta City

This study evaluates the institutional performance of Kemantren in Yogyakarta City. Changing the nomenclature of the subdistrict to Kemantren as a new local institution in Yogyakarta has some implications. This condition requires the development of a performance evaluation tool for Kemantren, which has yet to be available. A qualitative analysis was conducted to evaluate the performance of Kemantren as a new local institution. Primary data were obtained via in-depth interviews and FGDs, while secondary data were derived from official government documents. The study evaluated the performance of Kemantren by adjusting two Regulations of the Minister of State Apparatus Empowerment and Bureaucratic Reform to assess the performance of policies and public services, namely (a) The Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 88 of 2021 concerning Evaluation of Accountability for the Performance of Government Agencies and (b) The Regulation of the Ministry of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 17 of 2017 concerning Guidelines for Performance Assessment of Public Service Delivery Units. The assessment results show a significant impact from changing the nomenclature of subdistricts to Kemantren as a new local institution in the form of special funds. Although the Kemantren program has been funded through special funds from the Yogyakarta Special Region, the policy process starting from policy formulation, implementation, and policy reporting has no difference. In public service performance, Kemantren has done well, although it has not changed much after the change in the nomenclature.
 Keywords: institutional Assessment, local institution, Kemantren, Yogyakarta

Can co-production enhance professional public service provision? evidence from vocational training programme for people with disabilities in China

ABSTRACT Recent research on professional services has sought to pay nuanced attention to the relationship between professionalism and public service performance. At the same time, existing literature has examined the role of co-production in local public service delivery but has primarily remained theoretical and qualitative, calling for more empirical testing. Bridging these two different streams of literature, this article is the first to investigate how co-production affects the performance of China’s vocational training service for disabled persons. Using cross-sectional data from the 2018 national survey conducted by the China Disabled Persons’ Federation, our research shows that training institutions adopting a co-production approach are more likely to achieve higher employment rates (self-reported) among their trainees. Furthermore, multiple measures of professionalism are found to be positively associated with the employment outcomes of vocational training programmes. Implications for future research on professionalism and co-production in public service delivery are also discussed.

Are High-Immigrant Neighborhoods Disadvantaged in Seeking Local Government Services? Evidence from Baltimore City, Maryland

Abstract To modernize public service delivery, U.S. communities increasingly rely on 311 systems for residents to request government services. Research on 311 systems is relatively new, and there is mixed evidence on whether 311 can help bridge the gap between disadvantaged communities and governments. This study draws from research on immigration, race/ethnicity, and differential engagement to explore the link between immigrant concentration and 311 usage. We use longitudinal data on 311 requests in Baltimore City, Maryland (2014–2019) and spatial panel regression analysis to show that neighborhood racial/ethnic structure and the national policy environment can significantly influence whether immigrant concentration is a barrier for 311 service-seeking. Specifically, we find that immigrant concentration reduces 311 requests in high-immigrant neighborhoods with Latino or Black concentration, but not in high-immigrant neighborhoods with White/Asian concentration. We also find that in Latino high-immigrant neighborhoods, the relationship between immigrant concentration and 311 requests appears mainly after 2017, when the federal government adopted hostile immigration policies. By establishing and contextualizing the relationship between immigrant concentration and 311 usage, the study contributes to a deeper understanding of civic participation and the connection between immigrant communities and government.

ADAPTATION OF M. MOORE’S STRATEGIC TRIANGLE CONCEPT TO THE PRACTICE OF PUBLIC ADMINISTRATION

The article is devoted to the study of the possibility of adapting the concept of strategic triangle of M. Moore in the practice of public administration. The authors analyse Moore’s basic principles and ideas regarding strategic management and consider the possibility of their application in the context of public administration. The article proves that the use of Moore’s concept allows to create an effective system of political decision-making capable of solving complex social problems taking into account a wide range of factors and involving a large number of stakeholders. The main advantages of this approach are its comprehensiveness, flexibility and focus on innovations that promote efficiency in the long term. The concept of M. Moore’s strategic triangle, which includes the elements of public good value, legitimacy and support, and operational capability, has been shown to be key to effective public administration and social change management. These three components are interrelated and together determine the government’s ability to achieve public goals. The partnership with the private sector in the concept under study emphasises the importance of involving the public in decision-making processes in public administration. Taking into account the opinions and needs of citizens can contribute to greater legitimacy of the decisions made and improve the quality of public service delivery, efficiency of public administration mechanisms and public policy in certain sectors. It is proved that the adaptation of M. Moore’s concept of strategic triangle in the practice of public administration will contribute to the construction of a democratic and open decision-making procedure, where any actor can participate in making important decisions and influence the development of their country. The use of the studied concept allows to provide the voice of civil society in the process of public administration, increasing the responsibility of the state to society and increasing the efficiency and effectiveness of public institutions.

Explaining Coordination Quality in Public Service Delivery

Governments manage coordination problems with different levels of success. The existing literature suggests that organizational features are important for explaining coordination quality, that is, how successful governments are in managing coordination problems. However, few studies have systematically compared coordination quality in multiple political systems. This article examines how governments’ organizational features explain variations in the coordination quality of public services in 259 local political systems in Norway. Three organizational features are considered, namely governments’ use of coordination instruments, their structural specialization, and task interdependence between their services. For the analysis, the article combines existing and original survey data on the coordination of public service delivery. Multilevel regression analysis indicates that public managers perceive coordination quality to be better when local governments introduce more coordination instruments and when task interdependence is higher. However, local governments’ structural specialization does not correlate with perceived coordination quality. These findings are important because they suggest that local governments have the capability to facilitate coordination. Moreover, local governments’ coordination efforts inform how public managers perceive their own abilities to address coordination problems and, by extension, foster more coherent service delivery.

Association between obtaining injury prevention information and maternal and child health services during COVID-19

BackgroundCoronavirus disease 2019 disrupted the delivery of public maternal and child health services to caregivers of preschool children, leading to decreased opportunities for injury prevention education. We aim to 1) explore the timing, content, and methods of providing injury prevention information desired by pregnant women and mothers and 2) identify mothers who experienced difficulty in obtaining injury prevention information owing to reduced maternal and child health services.MethodsFrom March 24 to 29, 2022, we conducted a population-based cross-sectional study and web-based survey. Of the registered monitors of the internet research company Rakuten Insight, 675 mothers raising their first child aged 0–2 during the COVID-19 period (February 2020 to March 2022) were included in the analysis.ResultsOver half of the mothers wanted injury prevention information throughout their pregnancy. They preferred receiving information through traditional face-to-face services provided by local governments, such as antenatal classes or checkups. However, 34.1% of mothers said they did not obtain the information they needed; this was particularly true of unemployed mothers, had children aged 0–1, and had children with illnesses requiring hospital visits.ConclusionsMothers who could not obtain injury prevention information were originally disadvantaged mothers concerning access to information. The decrease in maternal and child health services may have widened this information gap. These findings can inform recommendations for caregivers, particularly those susceptible to information gaps during emergencies, and offer insights into future injury prevention education strategies.

Beyond “make” or “buy”: Evaluating value‐for‐money in public service delivery

AbstractOutsourcing of public services is under heightened scrutiny. Public managers are asked to conduct thorough “make or buy” assessments to help assure deliverability, affordability, and value for money of public services. The naivety of this request dramatically overlooks the subtlety and challenge faced by public managers. In this paper we connect a range of differently configured contractual agreements to underlying components of “value for money”, namely, the pursuit of economy, efficiency and effectiveness. We set out a framework consisting of conceptual models and the corresponding decision tree to allow comparison across alternative sourcing strategies, considering both the associated transaction costs and transaction benefits. We also use simulation methods to capture uncertainty while establishing the practicality of the framework. This study advocates for moving beyond the polarized ‘make or buy’ debate with more instrumental considerations of “how to buy” from the perspective of the public manager.

Development of Human Resources (HR) at Wini's Cross-Border Post (PLBN) in an Effort to Improve Public Services

Development of Human Resources (HR) at the Wini Cross-Border Post (PLBN) in an effort to improve public services. This research is motivated by the process of development and development of border areas. In the development process and in order to realize an integrated system in the delivery of public services in border areas, good quality human resources (HR) are needed so that they can carry out their duties and responsibilities. So it can be formulated in this study that how to develop human resources at the Wini Cross-Border Post (PLBN) in an effort to improve public services. The purpose of this research is to analyze and describe the development of human resources (HR) at the National Cross-border Post (PLBN) ). . The results of this study indicate that in the process of public services carried out by employees at the Wini Cross-border Post (PLBN) it is good enough if it is measured by four (4) abilities, namely technical ability, theoretical ability, conceptual ability and moral ability. However, there are still several obstacles encountered in the public service process in the Wini PLBN area, it is necessary to hold programs to improve the quality of human resources (HR) in the Wini Cross-Border Border Area (PLBN). Based on the results of this study it can be concluded that with the development and development of border areas, quality human resources are awakened to compete, showing their ability to do work so that it is in accordance with their duties and functions

Getting what you expect: How civil servant stereotypes affect citizen satisfaction and perceived performance

AbstractThis study tests whether civil servant stereotypes affect how citizens experience public service delivery. Using a pre‐registered survey vignette experiment (n = 1130), we activate civil servant stereotypes (negative, positive, or control) and assess whether this affects subsequent perceptions and evaluations of public services. Results indicate that stereotypes shape experiences, with the activation of negative stereotypes leading to lower levels of satisfaction and perceived performance, compared to positive stereotype activation and control. These findings emphasize that negative civil servant stereotypes can have problematic consequences, and contribute to our understanding of the commonly used Expectancy Disconfirmation Model in citizen satisfaction research.