Quality Of Public Services Research Articles

CONTENT AND FEATURES OF THE DIGITAL TRANSFORMATION OF PUBLIC ADMINISTRATION SYSTEMS IN THE «SOCIETY 5.0» ERA

The article highlights the peculiarities of the theoretical foundations of the digital transformation of public management and administration systems in the developed countries of the world and Ukraine. A detailed analysis of the formation and development of digitalization processes at the stage of humanity's transition to the era of the information society - knowledge society, or «Society 5.0» was conducted and it was established that the purposeful and planned transformation of national public administration systems on a digital basis is today a global trend. The leading countries of the world consider digitization as a priority national strategic task and a certain driver of new paradigms and concepts of public administration. The new «digital» management is characterized by complexity, organizational and contextual diversity, the very essence of management processes, which consists in the transition from traditional hierarchical and vertical «administration» to a horizontal network system of the platform type with extensive use of tools for digital service-oriented interaction of state authorities and citizen. It is substantiated that in the conditions of the post-war recovery of our state, one of the first steps should be the implementation of all possible steps regarding the further development of the processes of digitalization of state management and administration in Ukraine, which will significantly strengthen the internal human potential of our state and increase its competitiveness on world markets. The transition to a new «digital public administration» will lead to an increase in the quality of public services, a reduction in unjustified state intervention in the processes of self-regulation of market and social relations. This will make it possible to get rid of corruption, increase the efficiency and effectiveness of public administration of our country as a whole.

Design-driven innovation in the public sector: insights from case studies of initiatives in Taiwan

ABSTRACT Contemporary public sectors face inefficiency, poor service quality, and limited innovation capacity. Existing solutions often lack flexibility, overlook organizational and human factors, and fail to address complex challenges. While Taiwan has successful design-driven public sector innovation cases, systematic analysis and implementation guidelines remain scarce. This study aims to analyse 6 cases from the Taiwan Design Research Institute using a framework covering ‘Background and Origins’, ‘Challenges and Difficulties’, ‘Key Breakthroughs’, and ‘Major Output Achievements’. It identifies key success factors, such as cross-department communication, collaborative design participation, and design capacity building, and proposes a six-step innovation process: 1) Understanding Challenges and Opportunities, 2) Cultivating an Innovative Culture, 3) Integrating Design Thinking, 4) Allocating Resources and Training, 5) Partner Collaboration, and 6) Continuous Evaluation. The study highlights implementation challenges like resource limitations, bureaucratic delays, and regulatory constraints while demonstrating how design-driven approaches enhance public service quality, efficiency, and responsiveness to citizen needs. This study demonstrates that design-driven innovation enhances public service quality, efficiency, and innovation. It aids officials in understanding citizen needs, aligning services with requirements, and providing systematic guidelines to address challenges, improve efficiency, and deliver better services in the public sector.

The Key Success Factors for Sustainability in Regional Innovation to Improve the Quality of Public Services

The growth of innovation in Indonesia has been very fast in the last decade. The number of participants in the Public Service Innovation Competition held from 2014 to 2021 has increased by 517%; likewise, the Innovative Government Award held from 2018 to 2021 also increased by 576%. However, the increased number of innovations yet to show improvements in public services is indicated by the regional governments' public service index (IPP), which is below the national average. One of the causes is unsustainable regional innovations. This study aims to identify and analyze factors that affect regional innovation sustainability in improving the quality of public services. This study used a qualitative approach with data collection conducted through desk study, in-deep interviews, observations, and documentation studies. Data were analyzed by using the descriptive analysis technique. The result showed that factors affecting innovation sustainability were as follows: leadership, collaboration, expediency, and innovation ecosystem factors. The study from Bandung City, Cimahi City, and Banyuwangi Regency showed that sustainable innovation improved public service quality. This study recommends improving regional innovation governance to ensure sustainable innovation in improving the quality of public services

Membuka Tabir Corrupt Campaign Practices Di Akhir Masa Jabatan Pejabat Politik di Indonesia

Corruption is a major factor that undermines government credibility and diminishes the quality of public services. Corruption practices have evolved beyond legal issues to become part of the complex dynamics of political battles, particularly in the context of electoral processes. This study aims to analyze the forms of campaign corruption carried out by political officials at the end of their terms in office and to examine the implementation of law enforcement against political officials involved in campaign corruption in Indonesia. This research employs a normative juridical method, utilizing secondary data analysis, focusing on legal provisions related to criminal acts of corruption, especially campaign corruption, through a literature review and relevant theoretical analysis. The findings indicate that campaign corruption is a systemic issue that damages the electoral process and erodes public trust in government. Abuse of power manifests in various forms, including the use of state facilities, mobilization of government apparatus, and distribution of cash to gain support. The Indonesian government has attempted to address this issue through regulations such as Law No. 31 of 1999, Law No. 20 of 2001, and establishing the Corruption Eradication Commission (KPK). However, law enforcement efforts face several challenges, including political interference, poor coordination among law enforcement agencies, and weaknesses in the legal system that perpetrators of corruption exploit. The contribution of this research lies in identifying gaps in regulations and implementing law enforcement against campaign corruption. This study provides recommendations for strengthening inter-agency coordination, improving existing regulations, and enhancing transparency in electoral oversight, thereby supporting more effective efforts to combat corruption in Indonesia.

GAYA KEPEMIMPINAN DAN BUDAYA KERJA SEBAGAI PREDIKTOR KINERJA ASN KECAMATAN KANIGARAN, KOTA PROBOLINGGO: MOTIVASI SEBAGAI MEDIATOR

Kanigaran District, Probolinggo City experiences significant challenges in managing ASN human resources, especially related to the limited number of employees and existing facilities. With only 33 employees serving more than 62,000 residents, the quality of public services is affected. This problem prompted this study to explore the influence of leadership style and work culture on employee performance, with motivation as a mediating variable. The purpose of this study is to fill the existing research gap and provide new insights into how leadership style and work culture affect employee performance in Kanigaran District. The research method used is a quantitative approach with an explanatory research design, where data were collected through the distribution of questionnaires using a five-point Likert scale. Data analysis was carried out using SmartPLS software to test the relationship between variables. The results of the study indicate that leadership style and work culture have a significant influence on employee motivation, which in turn has a positive effect on employee performance. This study is expected to contribute to the development of managerial policies and performance improvement strategies at the sub-district level.

Pengaruh Literasi Keuangan, Kepemimpinan Transformasional, dan Akses Teknologi Terhadap Efisiensi Anggaran dan Pelayanan Publik

This study explores the influence of financial literacy, transformational leadership, and access to technology on budget efficiency and quality of public services in Indonesia. With a quantitative approach using Structural Equation Modeling (SEM), this study involved a saturated sample of relevant public sector organizations. The results of the analysis show that financial literacy has a significant effect on budget efficiency, where mastery of financial information supports more appropriate decision making. In addition, transformational leadership has been shown to encourage innovation and motivation in the work environment, which in turn improves the quality of public services. Access to technology acts as a catalyst that strengthens the relationship between financial literacy and public services, increasing transparency and efficiency of the administrative process. The synergy between these three elements creates more responsive and accountable governance, providing a positive impact on society. These findings emphasize the importance of integrating financial literacy, innovative leadership, and technology in improving the efficiency and effectiveness of public sector management. This study is expected to be a reference for policy makers in designing better and more sustainable resource management strategies.

The Mediating Effect of Accountability on the Relationship between Job Satisfaction and Apparatus Performance with Organizational Commitment as a Moderating Variable: Evidence from the Government of Tanjung Balai

This study aims to analyse job satisfaction's influence on government apparatuses' performance in the Tanjung Balai City Government, considering accountability as a mediating variable and organizational commitment as a moderating variable. Against the backdrop of challenges, the Tanjung Balai City Government faces through 2025, this research focuses on enhancing public service quality and public welfare. The study employs a quantitative approach with a survey design. The research sample, selected through purposive sampling, consists of 130 structural officials of the Tanjung Balai City regional government involved in budget preparation processes. The findings are expected to provide strategic recommendations for improving performance through better human resource management policies, accountability practices, and organizational commitment initiatives. Furthermore, this study aims to offer insights into the impact of job satisfaction on apparatus performance and the mediating role of accountability in enhancing performance effectiveness.

ANALISIS HASIL SASARAN KINERJA PEGAWAI (SKP) DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA SERANG

This study aims to evaluate employee performance targets at the Population and Civil Registration Service (Disdukcapil) of Serang City, with a focus on its impact on improving public services. This study was conducted using a case study approach to explore how the established performance targets play a role in achieving organizational goals and the quality of service to the community. Through an analysis of performance policies, implementation processes, and evaluation of employee work results, this study hopes to provide recommendations for improving the quality of public services through more effective employee performance management.

Optimization of Village Office Services through Service Standards, Complaint Services, and Community Satisfaction Surveys

This community service aims to improve the quality of public services in Coppo Tompong Village, Mandalle District, Pangkajene and Islands Regency, with a focus on complaints, community satisfaction surveys, and service standards. The method used in this community service uses the PAR method. In the PAR method, the community becomes a collaborative partner, not an object of research. The PAR method has several principles, including the principles of participation, action orientation, triangulation, and flexibility. The results of initial observations showed several problems, including complaints services that were still manual, the absence of service standards, and no forum for assessing community satisfaction. The solutions carried out were the creation of a Google Form-based complaint service, the preparation of service standard documents, and the creation of a community satisfaction survey. The community satisfaction survey conducted aims to measure how satisfied the community is with the services received, with the survey results showing that services at the Coppo Tompong Village Office fall into the "Very Good" category with the results of the Community Satisfaction Index value showing a value of 90.63. In addition, an infographic of the survey results and service standards was created which can be accessed through Linktree. Despite obstacles such as limited technological knowledge among the community, this service is considered successful in improving the transparency and efficiency of public services in the village, as well as providing long-term benefits for villagers.

The influencing factors and regional heterogeneity of county-level public services quality in China

ABSTRACT Enhancing the equity of public services is a strategic objective for China's socio-economic development during the 14th Five-Year Plan. However, existing research primarily focuses on urban areas, neglecting peripheral regions like counties. This article aims to address this research gap by exploring the development level and influencing factors of public services in county areas. Using the entropy weight TOPSIS method and Dagum's Gini coefficient, this article assesses the quality and equity of public services in 632 counties across four regions of China and employs spatial models to identify influencing factors. The findings indicate a general improvement in public service quality across counties, with persistent regional disparities. The eastern region demonstrates the highest quality, followed by the western, northeastern, and central regions. Per capita GDP, per capita deposits, and the tertiary industry employment ratio positively influence public services and exhibit spatial spillover effects. Conversely, the financial self-sufficiency rate negatively impacts public services. This article recommends increasing financial support for underdeveloped counties, promoting industrialization and upgrading, and strategically formulating fiscal expenditure structures. The theoretical contribution lies in integrating theories of welfare distribution, equalization, and spatial equity to deepen the understanding of regional disparities in public services. Highlights Assessed public service quality in 632 counties using entropy TOPSIS and Dagum’s Gini coefficient. Found persistent regional disparities, with eastern counties having the highest service quality. Identified spatial spillover effects of GDP, deposits, and tertiary industry employment rates. Revealed negative impacts of financial self-sufficiency rates on public service quality. Recommended fiscal support and industrial upgrading for underdeveloped counties.

Implementasi Prinsip Good Governance dalam Peningkatan Kualitas Pelayanan Publik: Studi Kasus pada Pemerintah Daerah

The implementation of good governance principles is crucial in efforts to enhance the quality of public services at the local government level. In this context, the principles of transparency, accountability, participation, and responsiveness serve as important foundations for creating better public services. This research aims to explore how the application of these principles can drive improvements in the quality of public services, as well as to identify the challenges faced in their implementation. Case studies drawn from several local governments in Indonesia provide a clear picture of good governance practices and their impact on public services. Through case studies in various regions, this research reveals how the application of these principles can increase public satisfaction with public services. Data obtained from surveys and field research will be analyzed to provide a clear overview of the relationship between good governance and the quality of public services.

Peran Good Governance dalam Meningkatkan Kualitas Pelayanan Publik: Perspektif Teoretis

This study aims to explore the role of good governance in improving the quality of public services. The quality of public services is highly dependent on the implementation of good governance principles, which include transparency, accountability, public participation, and effectiveness. In this research, the approach used is a qualitative method with a literature study to analyze existing literature regarding the implementation of good governance in public services. The results show that transparency and accountability have a very significant role in improving the quality of public services. Transparency allows the public to monitor and ensure that public policies and resources are managed properly. Accountability encourages the government to be responsible for its decisions and policies, thereby increasing public trust in the government. However, the implementation of good governance also faces a number of challenges such as complex bureaucracy, corruption, and limited human resource capacity. These challenges hinder the effectiveness of public services, even though the principles of good governance have been applied.

Manajemen Pelayanan Publik

This research discusses public service management in Indonesia with a focus on service quality, management implementation and performance measurement. Through a qualitative approach, this research reviewed various literature sources that identified factors that influence the quality of public services, such as technology, human resources and service processes. It found that the implementation of digital technology and e-government can improve efficiency and transparency, while the development of HR competencies through training is also very important. However, challenges such as inequality between urban and rural areas, cumbersome bureaucracy, and lack of professionalism of state apparatus are still obstacles. The research also emphasizes the importance of community participation in public service improvement. Overall, public service management in Indonesia requires continuous efforts in bureaucratic reform, improving the quality of human resources, and utilizing technology to realize services that are more efficient, transparent, and responsive to community needs.

Public Service Complaints Through Electronic Communication Media in The Era Of Digital Democracy in South Sumatera Province: Political and Public Policy Analysis

The development of communication and information technology currently has a major impact on the pattern of public complaints about public services which in the era of digital democracy are inseparable from the dynamics of regional government. The presence of regulations regarding public services through Law Number 25 of 2009 and various derivative regulations in the implementation of regional government is an important part of moving towards a more democratic life. This study aims to discuss the policy of the South Sumatera Provincial Government in handling public service complaints through electronic communication media in the era of digital democracy from a political and public policy perspective. The study uses a combination of normative legal methods and secondary data analysis. The study concludes that politically, handling public complaints about regional government services is a positive thing. In the context of digital democracy and the quality of public services, the response of the regional government to public complaints is a measure of good governance. The issuance of Regional Regulation Number 3 of 2013, Governor Regulation Number 26 of 2016, and Governor Regulation Number 9 of 2022 are concrete manifestations of public policy. As a product of the political process, this is substantively related to public services and public complaints in the digital era. The existence of an electronic complaint channel regarding public services opens up space for increasing public awareness of their rights. Political life will be more democratic when communication between the government and the people runs functionally. There are several regional policy substances that need to be improved.

Racial/Ethnic inequality & contemporary disparities in mortgage lending.

Research over the past two decades has noted significant racial/ethnic wealth inequalities-inequalities with important implications for life chances and institutional access. Home ownership is as a foundational element of such inequality with broad consequences for exposure to crime, quality of public safety services, and access to healthcare, education, and employment. Building on earlier scholarship that has tended to focus on specific forms of mortgages, we draw in this article on over 1.4 million diverse mortgage applications from the largest 100 U.S. metropolitan areas to interrogate racial/ethnic disparities for (1) all home types (mobile homes, condominiums, multi/single-family units), (2) all lien holders (private/government backed), (3) all purposes (vacation/rental/owner-occupied), and (4) all buyer loan sequences (purchase, refinance, home-equity/improvement). Our analyses, which make use of multilevel modeling, reveal durable inequalities for African Americans and Hispanics across time and advantages for Non-Hispanic White and Asian-American applicants. Such disadvantages are likewise observed for those seeking housing in highly concentrated minority locales, although such effects seem to vary by applicant race/ethnicity. Specifically, mortgage originations, while generally less likely in high minority concentrated areas, appear to be more likely for Black/Hispanic borrowers in areas that have been becoming increasingly minority concentrated. Mortgage lending, we conclude, remains a deeply problematic dimension of racial/ethnic inequality with important consequences for persistent segregation, wealth disparities, and the intergenerational transmission of advantage/disadvantage.

Public Service Complaints Through Electronic Communication Media in The Era Of Digital Democracy in South Sumatera Province: Political and Public Policy Analysis

The development of communication and information technology currently has a major impact on the pattern of public complaints about public services which in the era of digital democracy are inseparable from the dynamics of regional government. The presence of regulations regarding public services through Law Number 25 of 2009 and various derivative regulations in the implementation of regional government is an important part of moving towards a more democratic life. This study aims to discuss the policy of the South Sumatera Provincial Government in handling public service complaints through electronic communication media in the era of digital democracy from a political and public policy perspective. The study uses a combination of normative legal methods and secondary data analysis. The study concludes that politically, handling public complaints about regional government services is a positive thing. In the context of digital democracy and the quality of public services, the response of the regional government to public complaints is a measure of good governance. The issuance of Regional Regulation Number 3 of 2013, Governor Regulation Number 26 of 2016, and Governor Regulation Number 9 of 2022 are concrete manifestations of public policy. As a product of the political process, this is substantively related to public services and public complaints in the digital era. The existence of an electronic complaint channel regarding public services opens up space for increasing public awareness of their rights. Political life will be more democratic when communication between the government and the people runs functionally. There are several regional policy substances that need to be improved.

QUALITY ASSESSMENT OF ONLINE ADMINISTRATIVE PUBLIC SERVICES PROVIDED BY MUNICIPALITIES

Nowadays online public services are an essential component of government operations influencing significantly citizens perception and satisfaction. The research aims to assess the quality of online administrative services provided by local public administration, by exploring suitable methods and tools for evaluating the quality of public services in an online environment. The paper is structured into four sections, focusing on topics such as public services, the evaluation of online services and the situation in Romania. In this respect a mixed methods approach is used to present the case study of Suceava City Hall. Findings indicate that the online services provided by Suceava City Hall largely align with citizen expectations, highlighting trust, security, and usefulness as key quality factors. However, the overall satisfaction level remains at a moderate level. The conclusions and final recommendations emphasize the importance of orienting online services towards solving citizens' problems.

Digital Innovation as the Key to Efficiency and Accountability of Public Administration in Medan City, Indonesia

Digital transformation has become an urgent need in public administration, especially in the city of Medan, to improve service efficiency and accountability. This study aims to analyze the influence of digital infrastructure and technological literacy on the efficiency and accountability of public administration. A quantitative approach with the Structural Equation Modeling (SEM) method was used to process data collected from 200 respondents, consisting of government officials and public service users. The results of the analysis show that digital infrastructure contributes significantly to administrative efficiency, while technological literacy plays an important role in increasing accountability. The main obstacles in the implementation of digital innovation include the lack of interoperability of information systems between agencies and the low digital literacy among certain communities. This research provides a comprehensive understanding of the importance of technology integration and human resource development in the digital transformation process of public administration. This finding is expected to be the basis for the formulation of policies and strategies to improve the quality of digital-based public services in the city of Medan.

Interaction between state power and local self-government in Ukraine: problems of formation and directions of improvement

In recent decades, significant changes have been taking place in the governance system in Ukraine, aimed at increasing the efficiency of government bodies and strengthening the role of local communities. The article thoroughly examines the historical evolution of interaction between state authorities and local self-government in Ukraine, paying special attention to modern decentralization processes that began after the Revolution of Dignity in 2014. Decentralization has become one of the key reforms aimed at modernizing the governance system, optimizing the distribution of resources and powers, and strengthening the role of local communities. This is a major step towards democratic development and modernization of public administration. However, the analysis shows that the implementation of this reform is accompanied by numerous problems. To find effective solutions to the identified problems, a comparative analysis of the Ukrainian and Canadian experiences is carried out. Canada, with a long history of local self-government, has become an example of an effective decentralized management model. The Ukrainian experience of decentralization, despite certain achievements, remains at the formation stage. Significant successes include the creation of united territorial communities (UTCs), the transfer of financial resources to the local level, and the improvement of infrastructure in certain regions. At the same time, the identified shortcomings indicate the need to improve the legislative framework, increase the transparency of resource allocation, and increase citizen involvement in management processes. To enhance local self-government, we need to strengthen local capacities and foster partnerships between central and local authorities to improve resource management and public service quality. Modern decentralization in Ukraine is a revival of local self-government, adapted to contemporary needs and drawing on historical and international experience. It aims to create a more agile and efficient management system capable of addressing current challenges.

Improving the Quality of Public Services: The Role of Transformational Leadership, Organisational Culture, and Work Engagement

This study aims to analyse the effect of transformational leadership, organisational culture, and work engagement on the quality of public services by considering the mediating role of organisational commitment and apparatus performance in the Majene Regent's Office. This research is motivated by the challenge of improving the quality of public services through optimising apparatus performance and forming high organisational commitment. Quantitative approach was used in this study with survey method and data collection through questionnaires involving employees in Majene Regent Office. The results showed that transformational leadership, organisational culture, and work engagement have a significant influence on organisational commitment, apparatus performance, and public service quality. In addition, organisational commitment and apparatus performance are proven to act as mediating variables that strengthen the relationship between independent variables and public service quality. This research provides practical implications in the development of leadership strategies and organisational culture that support improved performance and quality of public services. The main contribution of this research is to provide empirical evidence on the importance of synergy between transformational leadership, organisational culture, and work engagement in building organisational commitment and improving apparatus performance, which in turn contributes to better public service quality.