Public Service Delivery Research Articles

A Knowledg Graph Model for e-Government

Many governments around the world have invested huge amount of resource to build their e- Government capabilities, to meet government objectives of effective public service delivery and citizens engagement. The increase in size of an e-Government landscape has led to the increase in complexity of the infrastructure. This increasing complex infrastructure presents a challenge for governments to continue to meet its objectives. Knowledge Graph (KG), a constituent AI technology, has shown a lot of promise in helping governments meet its objectives in the midst of the complexity. A major aspect of this complexity is the need to maintain a single view of the world, in the form of a unified meaning of data, within a given e-Government instance, given the heterogeneity in data models used in the different departments within an e-Government instance. In this paper, we present a unique perspective in addressing the problem of deriving semantic meaning from disparate data in an e-Government context, using KG. Our aim is to advance the objectives of effective service delivery and citizens engagement in a complex e- Government instance. We focus on creating a data- centric architectural model that is single, simple and extensible, based on KG. We create a functional model based on architectural view and viewpoints from standards such as The Open Group Architectural Framework (TOGAF). The functional model highlights the various components that underpin the functions. We have developed our model within the context of a Design Science Research (DSR) approach, and we provide evaluation of same model within that context. An e- Government KG model guides the development of KG solutions in e-Government, in order to achieve the e- Government enterprise goals of effective service delivery and citizens engagement.

A Knowledge Graph Service Composition Model for E-Government

In an era of Artificial Intelligence (AI), governments around the world are advancing their digital footprints, and using AI to achieving their objectives of effective and efficient public service delivery and citizens engagement. Knowledge Graph (KG), a constituent AI technology, has proven to be the means through which a government can use to manage the complexity of an e-Government instance, and realize its objective. One area in e-Government that KG is used to address, is the challenge of automated composition of web services, where web services are created and maintained by one government department, but is used by another, in an integrated and interoperable manner. Service composition is the combination of two or more web services to create a composite service in order to accomplish a task. In this paper, we present a KG-based approach for automatically composing web services in an e-Government context. Our aim is to advance the e-Government objective of effective and efficient public service delivery and citizens engagement, given a complex e-Government. We focus on creating a Service Dependency Graph (SDG), which captures the semantic relationships between the services, and we further describe the services with QoS characteristics, and then we create a weighted graph based on these two descriptions. We then adapted the Uniform Cost Search algorithm to find the shortest path between a start node and a goal node. We implement our algorithm, and carried-out experiments to obtain execution times, and we compared our results with benchmark results of comparable experimental setup. The difference in execution times of the service composition task is dependent on factors such as the design of the composition model, the complexity of the composition graph, and the hardware and software environments. Our research approach affords us the means to analyze and design our model; and validate and evaluate our work. Our model and the development approach help to achieve the e-Government goals of efficient and effective service delivery and citizens engagement.

Exploring the Impact of Innovative Public Service Delivery System in Bangladesh: A Case Study of District Administration

Exploring the Impact of Innovative Public Service Delivery System in Bangladesh: A Case Study of District Administration

Civil service reform and public service delivery in Somaliland

Civil service reform and public service delivery in Somaliland

Motives of water and sanitation entrepreneurs in South Africa

The study aims to understand what motivates water and sanitation social entrepreneurs(SEs) in South Africa as they navigate the complex business environment of collaborating with municipalities in undertaking public service delivery. In an attempt to achieve higher sustainability in their SE business models, SE processes become risky and inevitably involve higher complexity as SE business model designers seek to also understand their business impact on the whole ecosystem. Any impact on any of the water and sanitation subsystems can stress or compromise the stability of the whole system.As such, in-depth face-to-face semi-structured interview was conducted with purposively selected social entrepreneurs in South Africa‘s Gauteng and Western Cape provinces. The study finds that SEs are motivated by compassion, religious, problem solving motives as well as the desire for self-sufficiency for sustainable business operation so as to make impact at scale. The overall mission is to change human living environments and provide sustainable alternative public services

Mapping the Geographic Inequalities in Psychiatrist Distribution across Madhya Pradesh, India: An Exploratory Study

Objective: The National Mental Health Survey identified a vast treatment gap across India. This treatment gap is partly attributed to the availability and accessibility of mental health services in different states. Accessibility to a psychiatrist in Madhya Pradesh (MP) is essential due to the significant disparity among urban, rural, and tribal regions across the state. The study attempted to identify the geographical disparity of psychiatrists in MP to improve future mental health service delivery. Methods: An online survey of practicing psychiatrists was conducted in December 2022 in the settings of public and private healthcare service delivery systems through offline and online accessibility/availability of psychiatrists practicing in MP, and the data were mapped using geo-locations of psychiatrists and were analyzed using ArcMap 10.8.1. Results: In total, 152 psychiatrists were practicing in MP across 195 locations, which amounts to 0.21 psychiatrists per 100,000 population with a concentration around big cities. Out of 54 districts, 24 districts did not have any practicing psychiatrists. A total of 155 health facilities were identified across 30 (55.6%) districts where at least one psychiatrist provided mental health services. The nearest-neighbor index for 152 points was –13.69. Conclusions: Combining psychiatrist geo-mapping data with population data comprehensively explains the MP state’s mental health service delivery needs. It could be wise to improve the spatial distribution of psychiatrists in each district rather than achieving the recommended ratio of doctors to patients per state. These data need to be supplemented with qualitative inquiry to help policymakers and health planners generate effective public–private partnerships in mental health service delivery in the coming time.

Determinants of Public Service Delivery of Local Governments: The Case of Amhara National Regional State, Ethiopia

In an effort to enhance local governance and public service delivery in Ethiopia's Amhara Region, this study embarks on a comprehensive investigation into the myriad factors influencing public service delivery. It fills a critical gap in existing literature by examining the combined impact of institutional, economic, political, environmental, and legal determinants on public service efficacy. This study is significant for its in-depth exploration of local administration dynamics, vital for regional development in the socioeconomically diverse Amhara Region. Employing a quantitative methodology for a holistic view of local governance. Regression analysis used to scrutinize patterns and correlations within the data, offering an empirical understanding of various factors' influence on service provision. The findings are enlightening Institutional, economic, political and legal aspects are found to significantly and positively impact service delivery. Although environmental factors seem less significant in quantitative terms. This study advocates for integrated governance strategies that holistically encompass these various determinants. It underscores the importance of developing comprehensive policies and enhancing governance, acknowledging both overt and subtle influences on service delivery. The research contributes significantly to the field, offering in-depth insights essential for formulating inclusive, effective policies. In summary, this research provides pivotal insights into governance dynamics in the Amhara Region, offering a detailed framework for policymakers. It underscores the need for comprehensive, inclusive strategies that are crucial for improving service delivery and fostering socioeconomic development in the region. Thus, this study serves as an invaluable resource for those seeking to understand and enhance public service delivery in diverse socioeconomic contexts, offering guidance for effective governance and policy development.

Will Women’s Representation Reduce Bribery? Trends in Corruption and Public Service Delivery Across European Regions

AbstractWhile a growing body of work suggests that women representatives are less likely to be involved in corruption scandals, we know less about if changes in representation patterns also have implications for citizens’ first-hand experiences with corruption in public service delivery. This study suggests that women elected representatives reduce street level bribery, in particular when the share of women increases in contexts where relatively few women are elected or when the absolute increase in women’s representation is relatively large. Using newly collected data on the share of women in 128 regional level parliaments in 10 European countries and four rounds of the European Quality of Government Index (EQI) survey (2010–2021), our two-way fixed effects models show that on average, the proportion of women in regional parliaments is strongly associated with citizens’ self-reported experiences of bribery across all countries and years. Furthermore, our difference-in-difference design shows that the level of bribery in public service provision dropped more sharply in regions that experienced a greater absolute or greater marginal increase in women’s representation. Our results may be understood in light of women candidates placing priority on well-functioning and low corrupt public service provision and the important signals of inclusiveness, non-discrimination and decreased tolerance towards corruption that women’s representation conveys to civil servants.

Application of E-Services in the Urban Local Government in Bangladesh: A Study on Rajshahi City Corporation

Public sector information and communication technology (ICT) has a long history of using mainframe operations in the 1970s and microcomputing in the 1990s. It is recognized by the Government of Bangladesh that ICT has a development impact, as it enhances access to information, the quality of public service delivery and strengthens good governance practices. Since the ending of 2019, the outbreak of the Covid-19 epidemic has revived the importance of e-governance. In the initial stage of this climacteric period when people were socially distanced, restricted in quarantine, and not interacting face-to-face with each other created a whale of a ponderosas of e-governance in Bangladesh. Without any doubt, e-governance is the prime catalyst for urban development. Rajshahi City Corporation (RCC) is one of the oldest and leading municipalities in e-governance adaptation in Bangladesh. RCC, jointly with the local government division under the ministry of local government, has introduced e-governance through initiating an electronic birth registration information system (EBRIS) in 2001. This is one of the best paradigms for adapting e-governance at the urban local government level in Bangladesh. As a part of e-governance, RCC has launched Smart Auto-Rickshaw Management System (SARMS) to reduce traffic congestion on city roads. The study, based on primary sources of information, seeks to assess the role of SARMS in reducing traffic congestion on city streets as part of e-governance. In order to properly implement e-governance in Rajshahi City Corporation (RCC), researchers have come up with two recommendations for e-service providers following two broad sections. A rich ICT infrastructure is a prerequisite for providing e-services to the recipients. This study is based on empirical research. This first section of this paper is equipped with the details of the respondents, overall opinions of the respondents on e-governance are covered by second section, the third section is depictured the status of e-services in RCC. However, the last section is enclosed by the specific opinions of the respondents on EBRIS and SARMS.

A co-production model for the South African housing sector

Background: The public housing delivery practices in South Africa are fragmented, resulting in various outcomes concerning housing delivery. There is a pressing need to overhaul public housing delivery that puts citizens at the core of the delivery process.Aim: The current state-led model of delivering housing is not effective and by design, the model for housing delivery should include the participation of beneficiaries. The aim was to develop a co-production model for housing delivery.Setting: The article focused on the housing sector in South Africa.Methods: A qualitative research approach and grounded theory as research design was used. Instruments were document analysis and semi-structured interviews with participants who are stakeholders in housing co-production. Data collected was analysed through inductive thematic analysis.Results: The results suggested a self-reliant approach to housing delivery, which is demand driven with the state as a facilitator and not the provider of housing. The model for housing should have a component that does not perpetuate a culture of dependency and entitlement but promotes the concept of co-production.Conclusion: The article explored the possibility of introducing a co-production model for housing delivery model in South Africa. It was established that the role of government must shift to that of an enabler and facilitator instead of a provider of housing.Contribution: This proposed model contributes towards the body of knowledge in terms of promoting public service delivery and performance (in this instance in the housing sector) in South Africa as a country situated in Africa.

Electronic public service delivery: progress and challenges in Bangladesh

PurposeThe paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.Design/methodology/approachThe paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.FindingsElectronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.Originality/valueThe paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

Impact of Digital Governance on Public Service Delivery in East Africa

This article explored the transformative role of digital governance in East Africa, examining its diverse implications on public service delivery. It outlines the region's initiatives aimed at harnessing digital technologies to streamline administrative processes, enhance efficiency, and promote transparency and accountability. The importance of expanding access to services, empowering citizens through engagement, and utilizing data for informed decision-making is underscored. Innovative service delivery models, capacity-building efforts, and strategies to address challenges such as the digital divide and cyber security risks are explored. By synthesizing these insights, the article highlights the potential of digital governance to revolutionize governance practices in East Africa and provides future directions for sustainable implementation. Keywords: Digital Governance, Public Service Delivery, East Africa, Efficiency Enhancement, Transparency and Accountability

Performance Evaluation of Government Section Employees at The Mappak District Office, Tana Toraja District

The aim of this research is to evaluate the performance of government section employees at the Mappak District office, Tana Torja Regency. In the context of the regional autonomy policy provided by Law Number 32 of 2014, regional governments have a greater responsibility to accelerate regional development and improve community welfare. One important aspect of implementing the regional autonomy policy is improving the performance of public services, which is realized through evaluating the performance of government officials. The Mappak District Office has a significant role in providing administrative and government services at the local level. Evaluation of the performance of the government section is carried out to identify successes, obstacles and improvements in the delivery of public services. These performance evaluation parameters include the smoothness of the administrative process related to service operational standards, the ability of the government section to work in accordance with existing duties and functions, the response from the surrounding community regarding government services, the relationship that exists between the government section and the surrounding community and the availability of facilities to support activities and government section services at the Mappak sub-district office, Tana Toraja Regency. With continuous evaluation and continuous improvement efforts, it is hoped that the performance of government can continue to improve in providing effective and efficient services to the community. The results of this evaluation will be the basis for continuous improvement and development, so that government section employees at the Mappak sub-district office, Tana Toraja Regency can provide better services to the community on an ongoing basis.

Governing public investment in Europe: The politics of off-balance-sheet policymaking, the rise of Eurostat and contrasted regional policies in Belgium

This paper focuses on a neglected yet crucial feature of public investment policies in the European Union (EU): the politics of statistical harmonization and off-balance-sheet policymaking. Drawing upon the instrument-centred approach and the sociology of quantification and accounting, it refines the concept of ‘fiscal ecosystem’ by highlighting the controversial and evolving nature of the boundary between on- and off-balance-sheet recording. It is argued that the accounting aggregates giving effect to EU fiscal rules favour marketized and privatized modes of public service delivery, including ‘market-based but state-led’ off-balance-sheet investment tools such as public–private partnerships. However, the effectiveness of this policy has decisively hinged upon the work of harmonizing public finance statistics carried out by Eurostat, the Statistical Office of the EU. This contested process has led to acute power struggles between statistical agencies and governments, and a substantial increase of Eurostat’s power in the wake of the Eurozone crisis. The comparison of the two main Belgian regions highlights contrasting responses to this European strategy of governing (sub)national investment policies through fiscal rules and statistical harmonization: while Flanders has consolidated the financialization of its investment policy, Wallonia has so far opposed this trend. This demonstrates that although financialization of public investment is promoted by EU fiscal integration, it is not inevitable; governments do have some leeway to follow an alternative path. As Wallonia also benefited from extraordinary economic and political circumstances, it remains to be seen whether its distinctive investment policy will withstand rising interest rates and tighter fiscal rules.

Inovasi Pelayanan Publik Pemerintah Kota Bekasi dalam Bentuk Kebijakan Mal Pelayanan Publik

The purpose of this paper is to analyze the Bekasi City Government's Public Service Innovation in the form of the Public Service Mall Policy and describe the inhibiting and supporting factors in the process of public service innovation in Bekasi City. This research uses descriptive qualitative research methods using Rogers' Theory where there are several attributes as a characteristic of an innovation, namely Relative Advantage, Suitability, Complexity, Probability of Experimentation, and Observability. The results showed that the Public Service Mall in Bekasi City has become a significant innovative solution in the delivery of public services in Indonesia, especially in Bekasi City. because the Public Service Mall concept offers an integrated, efficient, and more responsive approach to the needs of the community in accessing various public services in one place.

Climate Change, Governance Quality, and Poverty: Empirical Insights from Vietnam’s Provincial Level

ABSTRACT This paper studies the impacts of governance quality with various dimensions on poverty under the context of climate change for a panel data set of 63 provinces in Vietnam over the period 2006–2021. Results reveal that governance quality reduces poverty through the channels of public service delivery, control of corruption, democracy, transparency, vertical accountability, and public administrative procedures. Remarkably, such dimensions of governance quality as public service delivery, control of corruption, democracy and transparency have more pronounced adverse effects on poverty compared to the influence of vertical accountability and public administrative procedures. However, climate change not only exacerbates poverty, but also mitigates the favorable impact of governance quality on poverty reduction. Findings imply that leveraging the diverse aspects of governance quality can effectively combat poverty, provided that climate change is addressed concurrently.

Transforming Rural Governance through Enhanced Communication Strategies for Global Impact

This study explores the implementation challenges of a Website-Based Village Information System in Dukuhsari Village Government, focusing on communication, resource allocation, disposition, and bureaucratic structure. Through qualitative methods including interviews and observation, the study reveals gaps in communication and resource management, impacting the system's effectiveness. The findings emphasize the need for improved communication strategies, consistent training, and ongoing support to optimize the system's utility and enhance public service delivery in Dukuhsari Village. Highlight: Challenges in Village Information System Implementation: Communication and resource allocation. Improving System Efficiency: Enhanced communication strategies and consistent training. Impact on Governance: Transparency and accessibility in rural service delivery. Keyword: Village Information System, Implementation Challenges, Communication, Resource Allocation, Public Service Delivery

Linking monitoring and evaluation to performance management in the South African public service

The main focus of the article is the necessity of using M&E as a catalyst and accelerator for increased public service efficacy. The South African government has been under tremendous pressure lately to meet the needs of its people in terms of development. This needs to be carried out in a transparent and citizen-focused way. The purpose of this article is to provide a strong link between performance management and M&E, two enablers that are now essential to the success of public service delivery in the twenty-first century, in light of the requirement to guarantee that M&E enhances such service delivery to the public. Additionally, the corrupt existing condition of affairs belies our understanding of the amount to which programmes have the intended effects and the degree to which they may continue to supply services over time. A diverse look at the meaning of M & E will be offered in this presentation. This is a conceptual study based on an examination of the literature from many sources, such as academic publications, popular media pronouncements, and policies.

Electoral contestation, goods provision, and construction of devolved government in Northern Kenya

ABSTRACT Upon election in 2013, the first governors of the 47 counties created by Kenya’s 2010 constitution assumed responsibility for the construction – in some cases, especially in the historically marginalized north of the country, essentially from scratch – of the local administrative apparatuses needed to perform devolved government functions and manage county budgets. In this article, I draw on government, news media, and interview data to examine the local electoral drivers of the substantial variation in the new county administrations' capacity and performance. A paired comparison of Turkana and West Pokot counties in Northern Kenya shows that threats to political survival posed by electoral opponents incentivize vertically accountable local leaders to substitute clientelism for state-building. To secure reelection in 2017, the governors of both counties needed to satisfy constituent demands for improved access to state resources. Faced with weak electoral rivals, the Turkana leader did so by extending public service delivery, which required the construction of a capable county government. In contrast, his West Pokot counterpart’s vulnerability to electoral competition prompted reallocation of county resources to clients at the expense of investment in administrative capacity and public goods provision.

Bibliometric Analysis of the Role of Leadership in Public Organizations using VosViewer

The ever-intensifying global competition necessitates strong leadership, particularly within public organizations. Leaders must not only possess a profound understanding of complex global issues but also demonstrate the agility to navigate them. This necessitates continuous improvement of leadership knowledge and its practical application across various domains. This study employs a bibliometric analysis using Vosviewer software to examine the role of leadership in public organizations. The analysis focuses on 413 relevant journal articles published within a ten-year timeframe, ranging from 2013 to 2022. The results reveal nine distinct clusters of research themes, offering a comprehensive landscape of contemporary leadership scholarship in the public sector. Notably, the analysis identifies a relative scarcity of research on "ionic leadership." To equip future public sector leaders with a multifaceted understanding of leadership styles and their effectiveness, further investigation into diverse leadership approaches and their impact within public organizations is crucial. By delving deeper into the nuances of leadership within this complex environment, this research aims to contribute valuable insights for both leadership development and effective public service delivery. Additionally, this study can serve as a springboard for future research that explores under-investigated leadership styles, such as "ionic leadership," and their potential to enhance public service effectiveness.