Efficiency Of Public Services Research Articles

Good Governance, Public Service Delivery and Public Trust: Case of Banadir Regional Administration of Somalia

This paper aimed to assess the good governance practices in the Benadir Regional Administration (BRA) of Somalia and how they affect public service delivery and public trust. The paper utilized primary data obtained from the 157 respondents. The study reveals that BRA's inadequate governance practices lead to poor transparency, accountability, and a high prevalence of corruption due to incompliance with rules and regulations. Results also indicate that the public is dissatisfied with BRA leadership due to inefficient and unreliable service and lack of transparency in public funds utilization and management, resulting in a negative perception of BRA. The paper concluded that enhancing good governance practices and improving public service delivery can improve public trust. The article asserts that good governance, characterized by transparency, accountability, participation, rule of law, and equity, is the foundation of development and prosperity. The article emphasizes the importance of efficient public service delivery as a vital link between government and the public, fostering trust and sustainable development. Therefore, the paper suggests that BRA should improve its governance practices by adhering to laws and regulations, fostering a corruption-free environment, and implementing effective performance monitoring and control mechanisms. It also recommends investing in human resources, streamlining processes, prioritizing citizen-centricity, adopting technology, and fostering data-driven decision-making.

Online Service Acceptance Model of Population and Civil Registration Agency in Indonesia using Technology Acceptance Model

The application of online services at the Population and Civil Registry Service (Disdukcapil) in Indonesia is important in increasing the efficiency and quality of public services. However, the success of reveiving online services is still a major concern for the government and public service managers. Therefore, this study aims to analyze the online service acceptance model at Disdukcapil in Indonesia using the Technology Acceptance Model (TAM). The data collection method was carried out through a survey of potential users of online services and using Partial Least Squares – Structural Equation Model (PLS – SEM) to analyze the data. The results showed that perceived ease of use, perceived usefulness, attitudes towards system, behavioural intention and the actual system usage which are the dimensions of the Technology Acceptance Model have a positive effect on acceptance of online services at Disdukcapil in Indonesia. The findings can be used as a guide for policy makers and public service managers to increase acceptance and adoption of online services in the government sector. In addition, this research is expected to provide a strong foundation in improving and improving public services effectively using technology.

Digital modernization and public management: A bibliometric review

Introduction: The article examines the issue of digital modernization in Latin America, where, despite over a decade of efforts, progress has been slow. It focuses on the importance of e-government for modern public administration, highlighting the limited digitization of activities. Objective: To evaluate the theoretical-conceptual development of the relationship between digital modernization and public administration. Methodology: The bibliometric technique was used, drawing from Scopus documents and employing a specific search protocol, resulting in 1,602 records with metadata. Results: There is shown growth in research since 2003, with studies primarily concentrated in the United States, the United Kingdom, and the Netherlands. Original articles in social sciences are highlighted, emphasizing the role of digital modernization in transparency and democratization of public administration. Conclusion: While there have been advancements in research since 2003, Latin American countries face significant challenges compared to other regions. The need for greater collaboration and research in this area in Latin America is emphasized to leverage the benefits of digital modernization. It is suggested to establish specific policies and strategies to drive governmental digitization and enhance the efficiency of public services, closing the existing gap.

Analisis Total Quality Management (TQM) dalam Manajemen Pendidikan Tinggi terhadap Peningkatan Mutu Pendidikan Indonesia

Higher education in Indonesia faces challenges in improving its quality, especially in the post-COVID-19 era and the development of Artificial Intelligence (AI) technology. This study aims to analyze the implementation of Total Quality Management (TQM) in higher education management and its impact on improving the quality of education in Indonesia. Through a qualitative approach, this study identifies the urgency of higher education management as a determining factor in improving the quality of education and analyzes the development of TQM principles in the context of higher education. Data collection is carried out through relevant literature sourced from google scholar. Data analysis is carried out qualitatively consisting of data reduction, data presentation, and conclusion drawing. The results of data analysis show that higher education management plays a crucial role in the preparation of a quality workforce and TQM can improve the quality of education services. Factors supporting TQM implementation involve good governance, while inhibiting factors involve bureaucratic constraints and lack of efficiency of public services. Thus, the implementation of TQM needs to pay attention to these aspects to achieve a more substantial improvement in the quality of higher education

Transformation of digital government services in the public sector in South Africa

Background: It is well-documented that the 21st century is providing digital technologies in an alarming rate. Their emergence promotes effectiveness, efficiency, accountability and transparency of public services and internal governance. This study was conducted within the government departments and state-owned agencies of South Africa.Aim: The aim of this study was to investigate the transformation of digital government services in the public sector in South Africa.Methods: This case study used qualitative approach where data were collected through semi-structured interviews from the national government departments and state-owned entities. The target population comprised information technology officers, investigators or analysts and administrative officers. Data collected were thematically analysed preceding the transcription of audio-recordings.Results: Some of the significant results of this study showed that the executives avoid playing their role to drive Information and communications technology (ICT) through Corporate ICT Strategy.Conclusion: Some of the challenges of adopting digital transformation are associated with low digital literacy, poor digital infrastructure, unreliable power supply, among others.Contribution: This study establishes that if the senior managers from ICT section become members of the executive committee, the government can have successful implementation of ICT projects without scepticism. This study also contributes to the awareness of considering digital literacy skills to support digital transformation.

Does Intellectual Capital Affect The Directorate General Of Taxes Organisational Performance?

Intellectual capital is one of the important capital assets that every private and public sector organization should properly manage. Intellectual capital refers to individuals' knowledge, skills, and innovations within an organization. It can create a competitive advantage and improve organizational performance when managed effectively. Optimal management of intellectual capital is particularly important in the public sector, as it can strengthen institutional capacity to deliver more efficient and effective public services, ultimately increasing citizen satisfaction. With the development of literature studies related to intellectual capital, it is found that testing conducted in the public sector is still limited. This research examines intellectual capital's influence on the performance of the public sector organization, specifically the Directorate General of Taxes. This research uses the Partial Least Square-Structural Equation Modeling analysis technique based on primary data sourced from an online questionnaire survey of employees of the Directorate General of Taxes from various levels of positions at Tax Service Offices in the DKI Jakarta area and its surroundings and a sample of 52 observations was obtained. The research concludes that public structural and relational capital positively impact organizational performance. Meanwhile, public human capital does not influence organizational performance. This study is expected to contribute to developing theory and practice not only to intellectual capital as an intangible asset but also to human resource management, organizational infrastructure, and external relations in the context of public services. In addition, the findings of this study can serve as a basis for formulating policies and actions that can improve the effectiveness and efficiency of public institutions, as well as encourage further discussion regarding the management of intellectual capital to achieve more sustainable public sector organizational goals.

Geographic information systems and big data analytics: optimizing digital adoption to develop tourism in Buton Islands, Indonesia

This research aims to optimize tourism potential in the Buton Islands, Indonesia, using Geographic Information Systems (GIS) and Big Data Analytics. The study addresses the low tourism potential in the region and constraints in tourism development, such as lack of information and data. Qualitative methods include document analysis, literature studies, and focus group discussions. Quantitative methods involve surveying respondents about the use of GIS and Big Data Analytics in tourism development. Data was collected from government documents, online news, and direct observation of tourist sites. The results emphasize the importance of IT and GIS in developing the tourism sector in the Buton Islands, particularly in Baubau City and South Buton Regency. GIS is crucial for identifying and managing tourism potential, while Big Data Analytics helps optimize development by analyzing visitation trends, tourist preferences, and consumer behavior patterns. The integration of these technologies can improve tourist experience and efficiency of tourism-related public services. By integrating GIS, Big Data Analytics, and Information Technology, local government and stakeholders can collaborate to create a superior tourism experience, support local economic growth, and ensure the sustainability of the natural and cultural environment in the Buton Islands.

Regional Governance Based on Public Value: Study in East Ogan Komering Ulu Regency Government, Indonesia

Background: In East Ogan Komering Ulu Regency, the concept of Public Value seems to have been considered even though it is not yet optimal, due to low transparency and accountability, and basic infrastructure that has not been fully fulfilled. To overcome this challenge, cooperation between government, society and the private sector is needed to improve infrastructure, increase participation and develop human resources, so that public services can be more in line with the principles of Public Value. Theoretical Foundation: Public value is reflected in society's evaluation of organizations, services, and programs, based on strategic principles such as Mark Moore's Strategy Trilogy. The public management and policy perspective emphasizes the effectiveness and efficiency of public services. Public sector managers must maintain a balance between service, benefits and trust to create optimal public value. Political, procedural and balance dimensions with the external environment are also important in shaping public values. The concept of public value includes strategic, political and operational aspects, takes into account the needs and aspirations of society and requires a deep understanding of the relationship between inputs, production processes, outputs, clients and desired social outcomes. Method: This research uses a qualitative phenomenological approach to understand the public's experience of public value -based governance in the East Ogan Komering Ulu Regency Government. Data was obtained through interviews, observation and documentation, with analysis using the Miles and Huberman method. Research Results: Even though East Ogan Komering Ulu Regency has adopted the Public Value concept in its governance, research highlights limitations that hinder its optimal implementation. Community participation is recognized as key to relevant policies, but the main challenge is a lack of transparency and accountability. Increasing public participation, transparency, accountability and governance is essential in realizing Public Value effectively. Further steps are needed to ensure policies reflect community needs and improve the quality of public services, supporting community progress and prosperity. Research Implications: Research findings provide valuable insights for refining the Public Value theory proposed by (O'Flynn, 2007) . It was found that the dimensions of legitimacy and support, operational capability, and substantial value alone were not enough to create Public Value in the research location. Therefore, there needs to be dimensions of participation, transparency and accountability to create Public Value. Research Originality: Public Value creation does not only depend on dimensions such as legitimacy, support, operational capabilities, and substantial value. Additional factors are also needed such as participation, transparency and accountability so that the creation of Public Value can be optimal.

A study of market segmentation, government competition, and public service efficiency in China: Based on a semi-parametric spatial lag model.

Despite significant growth in fiscal expenditure, the overall level of public services in China remains inadequate. One approach to improving government public service efficiency from the perspective of management psychology is to strengthen government competition. However, only a few studies have explored the improvement of public service efficiency through government competition, with even fewer addressing the phenomena of market segmentation and spatial effects that accompany the process of government competition. This paper aims to fill this research gap by examining the effects of government competition and market segmentation on public service efficiency, as well as their spatial disparities. We initially employs the DEA method to assess the efficiency of public services based on inputs and outputs, and examines its spatial variations. Subsequently, a semi-parametric spatial lag panel model is utilized to validate the effects of market segmentation and government competition on public service efficiency. Our findings indicate that inter-provincial market segmentation leads to a decline in public service efficiency. Moreover, the influence of horizontal competition between local governments on public service efficiency varies depending on the degree of positive and negative effects in their competition dynamics. The impact of vertical competition between central and local governments on public service efficiency is influenced by the degree of fiscal decentralization. When the level of fiscal decentralization is below 0.808, vertical competition between central and local governments has a promoting effect on public service efficiency. However, when the degree of fiscal decentralization exceeds 0.08, this promoting effect weakens and gradually transforms into a negative influence. The insights and evidence provided by this study offer valuable guidance for for effectively reshaping the fiscal relations between the central and local governments in China and improving public service efficiency in the context of a new round of fiscal and tax system reforms.

Enhancing urban public service efficiency through the national civilized city policy: an empirical analysis of 282 cities in China from 2005 to 2019

ABSTRACT Public service supply is a cornerstone of urban functionality, with enhancing efficiency being pivotal for sustainable urban development. In China’s urban development strategy, the National Civilized City (NCC) policy stands out as a key tool aimed at bolstering public service efficiency. By analyzing data from 282 Chinese cities spanning 2005 to 2019 and employing the ‘authoritative incentive-technology control’ framework, this study utilizes a fixed-effect regression model to delve into the mechanisms underlying the NCC policy’s impact on public service efficiency. Key findings include: (1) Notably, the NCC policy significantly improves urban public service efficiency, primarily propelled by directives from central authorities (2) The effectiveness of the policy varies across administrative tiers, with a more pronounced impact observed in lower-level cities.(3) Technical control mechanisms, particularly constraint controls, predominantly sustain policy effects (4) The enhancement of urban public services in China hinges on top-down policy incentives, emblematic of a dynamic central-local relationship characterized by the upward transfer of policy power and governance decentralization.

The Role of Using Artificial Intelligence for Improving the Public Service Provision and Fraud Prevention

The aim of the article was to establish the effectiveness of artificial intelligence (AI) for improving the public service provision. The aim was to determine the choice of law enforcement practice of EU member states and Ukraine for comparative analysis. Statistical methods and comparative law were employed as the basis of the research. The conducted research showed that the proposed EU regulatory framework for the development and use of artificial intelligence is aimed at analysing risks, promoting the use of human-oriented and trustworthy AI. It was established that introducing communication and cooperation procedures using large language models such as ChatGPT can optimise public service provision. The positive impact of the implementation of AI on the efficiency of public services was proved by applying a justified system of indicators. The analysis results gave grounds for proposing an approach to implementing artificial intelligence in public services. The prospects for further research will be the analysis of the implementation of the proposed EU Law on Artificial Intelligence in EU countries, considering the implementation of AI in the provision of public services.

New evidence on the real role of digital economy in influencing public health efficiency

In recent years, the rapid advancement of digital technology has supported the growth of the digital economy. The transformation towards digitization in the public health sector serves as a key indicator of this economic shift. Understanding how the digital economy continuously improves the efficiency of public health services and its various pathways of influence has become increasingly important. It is essential to clarify the impact mechanism of the digital economy on public health services to optimize health expenditures and advance digital economic construction. This study investigates the impact of digital economic development on the efficiency of public health services from a novel perspective, considering social media usage and urban–rural healthcare disparities while constructing a comprehensive index of digital economic development. The findings indicate that the digital economy reduces the efficiency of public health services primarily through two transmission mechanisms: the promotion of social media usage and the widening urban–rural healthcare gap. Moreover, these impacts and transmission pathways exhibit spatial heterogeneity. This study unveils the intrinsic connection and mechanisms of interaction between digital economic development and the efficiency of public health services, providing a theoretical basis and reference for government policy formulation. However, it also prompts further considerations on achieving synergy and interaction between the digital economy and public health services.

Digitalization of Public Administration in Romania: The Way Towards Efficiency and Accessibility

The digitalization of Public Administration is a subject of great importance in the context of modern societies, both for the authorities and for the beneficiaries of public services, in this case, the citizens. This process involves the transition from traditional methods to the use of digital technologies to improve the efficiency, transparency and accessibility of public services. Romania’s journey in the digitalization of the Public Sector has been a topic of interest in recent years. In general, our country has taken significant steps towards the modernization of Public Administration by introducing digital solutions. The Government and the Private Sector have invested in information technology to improve public services, education and the business environment. E-Government leads to the development of smart cities and contributes to increasing the quality of life, and when the processes are integrated correctly, multiple benefits can occur. However, there are also challenges for Public Administration, such as uneven access to technology between urban and rural environments. Digitalization continues to be a priority in many areas, with a focus on innovations such as artificial intelligence, cyber security and emerging technologies.

Safeguarding Citizen Security and Fostering Economic Prosperity in Bangladesh through Digitization

"In recent years, Bangladesh has witnessed a transformative shift towards digitization as a key driver for enhancing citizen security and fostering economic prosperity. This abstract explores the multifaceted impact of digitization on the socio-economic landscape of Bangladesh and how it contributes to safeguarding citizen security while catalyzing economic growth. The study used first-hand information. Face-to-face interviews with members of the general public at different levels were used to gather primary data on the ground. In order to identify the driving forces behind citizen security, the gathered data were edited, coded, and evaluated. Descriptive statistical methods and tools were used in the study to conduct the analysis on the data sets and generate the results. According to an analysis of the survey’s field level data, 92 percent of respondents believe that security is important for creating a digital Bangladesh that protects its citizens. The majority of locals (85%) are unaware of digital security. 85% of residents are unaware about digital security. The majority of rural communities lack adequate knowledge of digital schooling. The building of a digital Bangladesh will be extremely simple and the protection of all deserving residents of the nation will be guaranteed if the development of digital education is feasible. The digitization initiatives in Bangladesh encompass various sectors, including governance, finance, healthcare, and education. The implementation of digital governance has streamlined administrative processes, reducing bureaucratic bottlenecks and enhancing the efficiency of public services. This not only ensures a more transparent and accountable government but also strengthens the security of citizens’ personal data. The financial sector has witnessed a paradigm shift with the widespread adoption of digital payment systems and mobile banking. This has not only provided financial inclusion to previously underserved populations but has also mitigated the risks associated with traditional cash transactions. The increased accessibility to financial services has empowered citizens and contributed to economic prosperity by fostering entrepreneurship and facilitating smoother business transactions. Furthermore, the digitization of healthcare services has improved accessibility and quality of medical care, especially in remote areas. Telemedicine and digital health records have played a pivotal role in connecting patients with healthcare professionals, ensuring timely and efficient healthcare delivery. This has not only safeguarded the health of citizens but has also contributed to overall economic productivity by reducing absenteeism due to health-related issues. In conclusion, the ongoing digitization initiatives in Bangladesh have emerged as a powerful catalyst for safeguarding citizen security and fostering economic prosperity. As the nation continues to embrace digital transformation, a strategic and inclusive approach is crucial to harness the full potential of digitization and create a resilient, secure, and prosperous future for its citizens."

Bridging the Gap: Regulating and Innovating Talent Management for Indonesian Civil Servants Through Technology and Data Analytics

This research aims to explore how technology, data analysis, regulations, and laws can work together in the context of Indonesian Civil Servant talent management. Thus, this research will not only provide in-depth insight into the application of technology in talent management, but also identify challenges and opportunities that must be addressed in the regulatory context relating to the use of Civil Servant personal data. Talent Management within the Indonesian State Civil Servant is a key element in improving the efficiency and quality of public services. The importance of talent management in the context of Civil Servant bureaucracy is increasingly understood, especially in handling increasingly complex societal demands. The quality and competence of Civil Servant has a direct impact on the effectiveness of implementing government tasks. The research method used is qualitative with a literature study approach. The insight of this research shows the potential to provide valuable guidance for stakeholders in government bureaucracy to develop an integrated and effective approach to Civil Servant talent management approach by SMART Civil Servant and BerAKHLAK core value, which can improve public services and maintain integrity in the bureaucratic environment toward a world-class bureaucracy.
 Keywords: civil servant, data analytics, smart civil servant, BerAKHLAK, technology

Reshaping Smart Cities through NGSI-LD Enrichment.

The vast amount of information stemming from the deployment of the Internet of Things and open data portals is poised to provide significant benefits for both the private and public sectors, such as the development of value-added services or an increase in the efficiency of public services. This is further enhanced due to the potential of semantic information models such as NGSI-LD, which enable the enrichment and linkage of semantic data, strengthened by the contextual information present by definition. In this scenario, advanced data processing techniques need to be defined and developed for the processing of harmonised datasets and data streams. Our work is based on a structured approach that leverages the principles of linked-data modelling and semantics, as well as a data enrichment toolchain framework developed around NGSI-LD. Within this framework, we reveal the potential for enrichment and linkage techniques to reshape how data are exploited in smart cities, with a particular focus on citizen-centred initiatives. Moreover, we showcase the effectiveness of these data processing techniques through specific examples of entity transformations. The findings, which focus on improving data comprehension and bolstering smart city advancements, set the stage for the future exploration and refinement of the symbiosis between semantic data and smart city ecosystems.

The Strategic Role of Archives in Public Services in the Licensing Sector

In the current digital era, archive management plays a strategic role in ensuring the efficiency and effectiveness of public services, especially in the licensing sector. Challenges in archival systems that are not yet integrated and limited access to information are the main obstacles to a fast and accurate licensing process. Optimizing archives is needed to support transparency, and accountability and improve the quality of public services. This research aims to examine the strategic role of archives in public services in the licensing sector and identify archive management strategies to support the efficiency of the licensing process. A descriptive qualitative approach was used in this research, with data obtained from relevant literature studies and interviews with archival practitioners. The conclusion of this research shows that effective and integrated archive management is the main key to speeding up the licensing process and improving the quality of public services. Digitization of archives and the application of information technology has been proven to increase information accessibility and operational efficiency. Apart from that, standardization of records management and human resource training are important factors in increasing competence in modern records management. Cooperation between agencies is also needed to ensure the effective integration of archival systems. Thus, optimizing archives has great potential to support the transformation of public services that are more responsive and quality.

Creating a Rehabilitation Sports Public Service Information Systems Using Service Design Thinking: Physical Activity Management of the Disabled after Discharge in the Republic of Korea.

The Republic of Korea has established an institutional framework to expedite the provision of rehabilitation sports public services to individuals with disabilities post-hospital discharge (Act on Guarantee of Right to Health and Access to Health Services for People with Disabilities in December 2017). Regrettably, this service remains non-operational to date. This study employs a service design approach to identify and develop essential elements for the effective implementation of public rehabilitation sports services in Korea. Adopting the service design method, including the empathize-define-ideate-prototype phases, co-creation activities were conducted with three teams comprising people with disabilities, caregivers, rehabilitation physicians, specialized sports instructors, facility managers, and government officials, emphasizing equitable distribution. By leveraging the experiences of people with disabilities, these teams collaboratively engaged in creative activities to formulate strategies for delivering prompt and user-friendly rehabilitation sports public services post-hospital discharge. Contributions from each team were meticulously collected and organized, incorporating diverse perspectives into the development of the Korean Rehabilitation Sports Public Service Information System (KRSPSIS). Additionally, we presented a scenario illustrating the practical application of the KRSPSIS. Through this system, we anticipate providing more efficient and convenient rehabilitation sports public services to individuals with disabilities during the critical early stages following hospital discharge.

Travel Satisfaction of Bus Rapid Transit Users in A Developing Country: The Case of Bhopal City, India

India's burgeoning population has led to an increased demand for transportation services, particularly in urban areas. To address the growing mobility needs and mitigate the adverse effects of personal vehicle usage, efficient public transit services are imperative. Several Indian cities have implemented bus rapid transit (BRT) systems to address this problem, but ridership for the majority of the BRT systems remains below breakeven (this refers to the point at which the revenue generated from ridership equals or surpasses the costs associated with operating and maintaining the transportation system). Thus, it is necessary to assess the determinants of commuter satisfaction with BRT. The present study aims to examine factors affecting travel satisfaction among BRT commuters. By using structural equation modeling (SEM), the effect of demographic (age and gender) and travel-related variables (fare price, travel time, trip frequency, reliability, ease of using bus service, and comfort level) on BRT commuters' satisfaction and usage of BRT services were analyzed. It was found that while ease of using the service, comfort level, and reliability positively affect BRT travel satisfaction, trip frequency is significantly affected by the ease of using the service only. Furthermore, demographic variables (age, and gender of respondents) were not found to have significant effect of travel satisfaction and trip frequency. The findings from this can study serve as a base for policymakers, city officials, and urban planners to identify commuters' priorities for a well-functioning BRT in India and formulate policies to attract riders by enhancing their preferences.

Strategi Pengembangan Keilmuan dan Kualitas Pendidikan dalam Mencapai Indikator Kinerja Umum (Perspektif Administrasi Dan Kebijakan Publik)

Knowledge dynamics, likened to perishable food by Samuel Arbesman (2012), underscore the need for continuous development and maintenance to prevent obsolescence. Thomas Jones (1966) reported that half of an engineer's knowledge becomes outdated within 10 years. By 2019, this obsolescence period was estimated to be only 2.5 to 5 years (Agus Pranusinto, 2020). Therefore, knowledge maintenance and development must be done dynamically, driven by scientific validity and policy relevance. In public administration, scientific validity involves generalizability, universality, and replicability, while policy relevance ensures contextual solutions to complex social issues (Moeljarto Tjokrowinoto, 2013). Synergy between vision and precision is key; vision strengthens conceptual validity, while precision enhances methodology. Factors such as social dynamics, global competition, technological revolutions (Industry 4.0 and 5.0), and the COVID-19 pandemic necessitate adaptive knowledge development. Although technology offers opportunities, Indonesia's lag in various global indices underscores the importance of effective collaboration among all stakeholders. The pandemic demonstrates technology's potential for public service efficiency. Leveraging this success for academic development and educational improvement poses a significant challenge for policymakers and academics.