Public Service Performance Research Articles

Peran Penerapan E-Government Terhadap Peningkatan Kinerja Pelayanan Publik pada Instansi Pemerintah

The goal to be achieved in this study emphasizes the role of the application of e-government on the performance of public services in government agencies. The method used in this study is literature research using secondary data in the form of books and related journals. The main source of data for this research is scientific articles published in various journals and indexed by google scholar. Data analysis was carried out qualitatively consisting of data reduction, data presentation, and conclusion drawing. The results of this research show that human resources are needed who have adequate competencies on top of technological developments so that implementing E-Government will be easier. Furthermore, it is necessary to have a budget and maximum facilities and infrastructure which can help government workers in providing services. The government must develop e-government, in which there must be channels that are able to answer the challenges of technological developments so that officials can easily adapt to existing developments.

Membangun Budaya Profesionalitas Pegawai ASN

The employee work culture that develops in an organization should continue to improve over time. However, it is currently apparent that the expected productivity is difficult for every employee to maintain. Disregard for moral values and work culture has given rise to several problems in the performance of government institutions, including: (1) Negative opinions from the public regarding public services provided by government officials, (2) Lack of discipline among government officials which affects the quality of services unsatisfactory community, (3) Non-implementation of work culture values which results in negative perceptions of officers, and (4) Lack of knowledge, skills and attitudes among government officers which require improvement. The method used in writing this article is literature study. Efforts to overcome these problems include increasing commitment, supervision, training, implementing incentives, better internal communication, and developing knowledge and skills. By implementing these efforts, it is hoped that public service performance can improve, improve public perception, and build trust in government institutions. The work culture of state officials has a significant impact on the quality of public services. Problems such as negative assessments from society, lack of discipline, non-implementation of work culture values, and lack of knowledge, skills and attitudes affect the effectiveness of services. To overcome this, steps are needed such as increasing commitment, implementing monitoring and incentive systems, socializing work culture values, and developing knowledge and skills.

Organizational structure, agility, and public value-driven innovation performance in the UAE public services

Existing public sector management literature requires an empirical examination of the relationship between change readiness, organizational agility, and public value-driven innovation performance. Moreover, how organizational structure moderates these relationships in the public sector context is still being determined. This study aims to address this gap by collecting data from 421 top management respondents working in public services in the United Arab Emirates. The hypotheses are tested using a structural equation model. The study's findings confirm that change readiness positively influences organizational agility and reveals the positive effects of organizational agility on public value-driven innovation performance in public service organizations. Additionally, this study highlights that change readiness directly affects public value-driven innovation performance. Simultaneously, organizational structure (formalization and centralization) affects the relationships between change readiness and public value-driven innovation performance, and organizational agility and public value-driven innovation performance. Finally, this study shows that organizational structure (centralized and formalized) impacts the relationship between change readiness and organizational agility. This study contributes substantially to the existing knowledge on the relationships between change readiness, organizational agility, organizational structure, and public value-driven innovation performance.

Evaluasi Pelayanan Publik di Pelabuhan Roro Dompak Provinsi Kepulauan Riau

The service standards for the Roro Dompak port Kepulauan Riau Province are the parameters used as guidelines for the implementation of services and the objectivity of the criteria for assessing the quality of services to the community so that there is guidance on the obligations and promises of organizers to stakeholders in the context of quality, fast, easy, affordable and measurable services. The aim of the research is to analyze the evaluation of Public Services at Roro Dompak port Kepulauan Riau Province. Qualitative Research Method with primary data collection such as closed interviews and secondary data obtained from the Kepulauan Riau Province Transportation Service. Data analysis uses triangulation techniques and uses grand theory based on two approaches: process-oriented evaluation and results-based evaluation. Process-oriented evaluation focuses on the process of providing public services, including accountability, responsibility and responsiveness. Results-based evaluation focuses on public service outcomes, including effectiveness, economics, and efficiency. The research results show that the Roro Dompak port Kepulauan Riau Province has several strengths and weaknesses in providing public services to the community. Its advantages include its strategic location, adequate basic facilities and efficient operations. However, the weaknesses are limited capacity, inadequate infrastructure, and lack of transparency. This study also identified several areas that need to be improved, including increasing port capacity, improving infrastructure, and increasing transparency and accountability. Additionally, the study suggests that ports should focus on improving their responsiveness to community needs, increasing effectiveness in providing services, and reducing costs. Overall, this study provides a comprehensive evaluation of the public service performance of Roro Dompak Port and highlights areas that need improvement to increase its effectiveness in providing public services to the community Kepulauan Riau Province.

Analysis of Public Service Performance at the Regional Revenue Agency (BAPENDA) of Bengkulu City

This article presents an analysis of public service performance at the Badan Pendapatan Daerah (Bapenda) of Bengkulu City, focusing on the collection of motor vehicle taxes and vehicle title transfer fees in 2023. In the context of this study, the effectiveness of Bapenda is analyzed across three aspects: production, quality, and efficiency, and is also examined from the dimensions of flexibility and employee satisfaction. The research method employs a descriptive-analytical approach by collecting data through observation, interviews, and analysis of related documents. The analysis results indicate that the effectiveness of Bapenda in managing regional revenue is still not optimal, particularly in terms of achieving revenue targets, service quality, and expenditure management efficiency. Although efforts have been made to verify the accountability of APBD implementation, errors in financial management by organizational units are still found. Based on these findings, it is concluded that Bapenda needs improvements in various aspects to enhance its effectiveness, including better coordination among units, increased understanding of applicable regulations, and improved employee satisfaction in performing verification tasks. The implications of this study highlight the importance of strengthening internal supervision and control in regional financial management to improve overall public service performance.

Perceived public service performance, trust in the government, and citizens' willingness to participate: Evidence from water governance in Visakhapatnam, India

Perceived public service performance, trust in the government, and citizens' willingness to participate: Evidence from water governance in Visakhapatnam, India

Who Does the Public Blame for Inequities in Public Service Provision? Examining the Effect of Contracting and Cost Information in a Survey Experiment

Research assessing blame attribution in third-party governance views public service performance as a function of efficiency and effectiveness but overlooks equity. We address this gap in the literature by asking two questions: (1) Does contracting out lessen the blame assigned to the government for inequitable service provision? and (2) Is the public less critical of inequitable service provision when told it results in greater efficiency? To answer these questions, a survey experiment was conducted using a representative sample of United States residents (n = 1034). The results show that, while the government still bears responsibility for inequitable service provision, contracting out diminishes some of the responsibility placed on the government, shifting it toward the contractor instead. In addition, citizens’ blame attribution patterns do not change when told inequitable service provision results from efforts to improve efficiency, which suggests that the public does not excuse inequitable service provision even when told it saves money. The findings of this study contribute to the understanding of blame dynamics in third-party governance and bring implications to democratic accountability.

Editorial: Environmental, Social and Governance (ESG), electronic public service, government and organization performance, pandemic management and more

Editorial: Environmental, Social and Governance (ESG), electronic public service, government and organization performance, pandemic management and more

Analysis Of BPJS Types, Access And Aspects Interpersonal On Satisfaction Patients At The Health Center Medokan Ayu Surabaya

Patient satisfaction is one of the goals of the Surabaya City Government in the 2016 - 2021 RPJMD which has been formulated in the performance of government administration and public services with the target of increasing the capacity and competence of government officials, improving good government administration and improving the quality of public services. This type of research is cross sectional study. Analytical survey research design. The population is BPJS patients at the Medokan Ayu Surabaya Community Health Center in 2021, totaling 310 respondents in the last 3 months. The sampling technique used accidental sampling so that the sample was 75 people. Data collection uses questionnaires, and data analysis uses contingency coefficient correlation. The results of the research show that bivariate analysis with the results of the correlation hypothesis test of the contingency coefficient for each variable, obtained a BPJS type variable with a p-value of 0.002 (p<0.005) with a correlation coefficient value of 0.346, meaning that the level of strength of the relationship is sufficient and the value is positive so that the relationship is in the same direction. The access variable has a p-value of 0.000 (p<0.005) with a correlation coefficient of 0.429, meaning that the level of strength of the relationship is sufficient and the value is positive so that the relationship is in the same direction. The interpersonal aspect variable has a p-value of 0.001 (p<0.005) with a correlation coefficient of 0.402, meaning that the level of relationship strength is sufficient and the value is positive so that the relationship is in the same direction. Patient satisfaction is an important element in evaluating the quality of BPJS services by measuring the patient's response after receiving the service. With an assessment of these services, it is hoped that these health service facilities will continue to exist and continue to develop (Abidin, 2016). Several factors that give rise to a sense of satisfaction in patients are access, interpersonal aspects. Based on this, the researchers assume there is a relationship between BPJS Type, Access and Interpersonal Aspects on patient satisfaction at the Medokan Ayu Surabaya Community Health Center in 2021.

Emotional governance at the street level: a content analysis of service slogans in China

This paper explores emotional governance in Chinese street-level bureaucracy by conducting a content analysis of service slogans. Emotional governance involves the use of emotional management strategies in the process of public administration, with the goal of influencing interactions between administrators and citizens to achieve desired policy outcomes. We gathered service slogans from the social media accounts of public service agencies. Through content analysis, this study identifies common emotional governance strategies and discusses the implications for administrator-citizen interactions. Building upon the findings and relevant literature, this paper proposes recommendations to help Chinese street-level bureaucracy “walk the talk,” emphasizing the hands-on practice of effective emotional governance through managing employees’ emotional labor. The significance of this research lies not only in providing practical guidance for managers seeking to enhance public service performance but also in contributing to our understanding of emotional governance, an area that remains under-researched.

Exploring the Relationships between the Enablers and Results Criteria of the EFQM Model 2013 in the Context of the Greek Public Administrative Services

This study presents a first attempt to apply and validate the European Foundation for Quality Management (EFQM) Model 2013 as a framework in the context of public administrative services in Greece, and to explore the relationships between the model’s enablers and results criteria. The methodological approach adopted was quantitative research with a structured questionnaire, while partial least squares structural equation modeling (PLS-SEM) was applied to validate the model and test the cause–effect relationships between the enablers and results on a national sample of 155 managers. The results confirmed the reliability and validity of the EFQM Model 2013 in the context of this study and revealed significant relationships between the model’s enablers and results. In addition, the empirical findings of this study may improve our understanding of the underlying relationships between the EFQM model criteria, but should not be generalized, as this study only concerned Greek public administrative services. Finally, this study may provide valuable insights to managers and governing bodies responsible for policy-making about the significance and magnitude of the relationships between the enablers and results criteria so that they can develop strategies to improve the operational and strategic performance of the Greek public administrative services.

Management of Sports Public Services in Ganzi Prefecture

Purpose – The aim of this study is to analyze the role of Service Quality (SVQ) and Service Demand (SVD) as balancing indicators in the Supply Performance (SPP) generated by Sports Public Supply Subject (SPS).
 
 Design/methodology/approach – A survey was conducted on 790 volunteers participating in sports public services in Ganzi Prefecture. We constructed a structural equation model using AMOS and analyzed the direct and indirect relationships.
 
 Findings – The research results found that there is a relationship between SPS and SVD, SPS and SVQ, SPS and SPP, SVD and SPP, SVQ and SPP, and SVD and SVQ. The research results revealed that SVD plays a mediating role between SPS and SPP, SVQ plays a mediating role between SPS and SPP, and SVD and SVQ successively mediate the relationship between SPS and SPP.
 
 Research limitations/implications – The chain mediated effect provides various theoretical significance for the direct and indirect impact on the supply performance of sports public services.
 
 Practical implications – From the perspective of improving the performance of sports public services, it has practical significance for the managers of service providers. Meanwhile, this study also contributes to improving relevant policy.
 
 Originality/value –The innovation of this study lies in proposing Service Quality (SVQ) and Service Demand (SVD) as continuous mediators, which have a direct and indirect impact on Supply Performance (SPP).

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.

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.

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.

Bureaucratic Performance in the service of Public Complaints in the Social Service Office of Langkat Regency

Performance is the result achieved by an employee in carrying out their duties and functions as a bureaucratic official. Performance can be used as a measure of the success of an organization or agency in performing its tasks and functions. The current implementation of public complaint services demands prompt resolution from service providers, making it one of the indicators of bureaucratic performance in handling complaints. The aim of this study is to understand and analyze Bureaucratic Performance in public complaint services at the Langkat District Social Office. To achieve this objective, a qualitative method was employed in this research. This study is of a qualitative descriptive nature. Data collection was conducted through interviews, observations, and documentation. The data sources used were both primary and secondary data. The results show that Bureaucratic Performance in public complaint services at the Langkat District Social Office meets the standards of complaint services according to the Performance Theory by Pollit & Bouckaert used in this study. The conclusion drawn from this research is that the bureaucratic performance in public complaint services at the Langkat District Social Office can generally be considered satisfactory and is moving towards an even better level. However, infrastructure and facilities need to be further improved, and officials need to enhance their performance in public complaint services.

Application of Good Governance Principles in Land Registration Service in Parigi Moutong

The purpose of this article is to determine and analyze the application of good governance principles in land registration services in Parigi Moutong Regency. The findings showed that the law that covers the land certificate policy states that land can be owned by people either alone or jointly with other people and legal entities. By using empirical juridical research methods and using the theory of the rule of law and general principles of good governance as well as identifying with legal and conceptual approaches. It is concluded that the implementation of good governance in the performance of land registration public services in Parigi Moutong based on regulations can be measured through the elements of productivity, responsiveness and accountability. The element of responsiveness to the implementation of BPN Parigi Moutong's performance still has a less than optimal attitude towards parties applying for land permits.

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.

Artificial intelligence adoption in public organizations: a case study

Purpose: The study explores the key factors influencing AI adoption by public organizations, and sought to understand the dynamics of AI adoption, aiming to identify the potential challenges of integrating AI with ESG considerations.
 Originality/value: This research addresses the gap in understanding AI adoption in the public sector at the firm level, emphasizing the challenges and risks of technology integration. The study discuss how AI can be used effectively, contributing to societal appropriation of technological progress.
 Methods: Methodology employs a multi-stage analysis of literature, followed by ten interviews and a case study on Brazil's Federal Revenue Service. Empirical data was probed through rigorous coding and thematic analysis, selecting the most impactful factors influencing AI adoption.
 Results: The conclusions highlight the role of AI in elevating public services performance and reach. However, the deployment of AI calls for vigilant oversight to mitigate adverse effects and inequalities and demands a multidisciplinary strategy addressing an interplay of challenges.
 Conclusion: The study provides a framework for effective AI adoption, offering insights for decision-makers on strategizing AI adoption, emphasizing the importance of factoring ESG concerns into de decision to adopt this technology.