Service Delivery Functions Research Articles

Unveiling the complexity of civil service effectiveness index: An asymmetric and ANN modeling

Unraveling the factors influencing civil service effectiveness becomes imperative in an era marked by escalating demands for efficient governance. This study attempts to meet this necessity by delving into the complex dynamics among core executive functions, mission support facilities, service delivery functions, and attributes, aiming to elucidate their collective impact on civil service effectiveness. Utilizing a unique methodological blend of Fuzzy-set Qualitative Comparative Analysis (fsQCA) and Artificial Neural Networks (ANN), it delves into the relationships among core executive functions, mission support facilities, service delivery functions, and attributes within the International Civil Service Effectiveness (InCiSE) Index framework. The research uses a configurational model that optimizes CSE and assesses the relative importance of various components. The study reveals significant correlations among the variables. It indicates that all CSE indicators influence but are not equally important in triggering the effectiveness of civil service administration. Key configurations, such as integrating strategic governance with mission support functions and high-level strategy with operational execution, are critical for enhancing civil service effectiveness. It underscores the importance of prioritizing core executive functions and attributes to improve civil service administration. Theoretically, the study enriches contingency theory and contributes to the civil service and administration literature by integrating a configurational approach with machine learning insights. Practically, it provides actionable insights for governance improvement, promoting the application of innovative methodologies in public service to enhance organizational environment and civil service capacities. Original in its approach, this study fills a gap in the literature by applying a hybrid fsQCA-ANN model to explore the configurational and construct ranks influencing civil service effectiveness, offering an inclusive analysis that triangulates qualitative and quantitative data. The findings indicate that civil service effectiveness is highly complex because of its process, involvement of diverse backgrounds of civil servants, critical understanding about the key pillars of good governance and service delivery mechanism. Thus, the findings advance academic understanding and provide practical strategies for policymakers and practitioners to foster better governance through targeted interventions that enhance transparency, accountability, and responsiveness in civil service organizations.

Implication of Local Government Institutional Capacity Self-Assessment System at Municipal Governance

Local governments have a key role to play in ensuring that public services are provided close to the people under the federal governance system. Therefore, the success of federalism depends on effectiveness of public service delivery function. The constitution has provisioned legislative, executive, and judicial powers to local levels, Province and federation based on the principles of cooperation, coexistence, and coordination. In this context, local government institutional self-assessment (LISA) framework has been used by local government in Nepal after implementation of federal democratic republican constitution 2015.main objectives is to effectiveness of improve the quality. Acts and regulations related to these methods. The Practice of LISA by improving the Its the web-based LISA system has been introduced as an innovative instrument to track the performance of local governments in Nepal after the governance system was restructured from unitary to federal with significant power and resources to local level. The process of LISA creating capacity begins with a capacity evaluation. It presents a precise picture of the organization's strengths and weaknesses. The output of this approach unambiguously calls for the capacity-building initiatives needed and helps foster ownership to boost self-esteem. More specifically, LISA's primary goal is to investigate current practices in 10 local governance-related areas.

The challenges of measuring: mapping and understanding resilience metrics in the context of a climate change shock

Abstract During this presentation, discussion will be held around several of the decisions made for the sample climate change scenario, suggested indicators and their implications. This provides the audience with an example process of how to put together a shock scenario and prepare a resilience test given the tools and methodology the resilience testing project provides. There is increasing evidence of climate change and its associated health risks. Whilst resilience is required against a multitude of threats, resilience to climate change induced health risks will be essential for health systems in the future. This scenario focuses on a heat wave that is complicated by a follow-on shock, the collapse of the electrical grid. Deliberate choices were made to include two shocks, the integration of heat warning systems, suggestions to increase the demand for health services and how to include considerations of vulnerable groups. These will be discussed in the context of how to customise a scenario to a country context including the current functioning, replacing the shock mechanism of heat wave with other shocks such as flood or fires, and including the lessons of previous experience of environmental shocks. Resilience testing tools, such as the resilience testing manual, other sample scenarios and peer-to-peer scenario repository website will be demonstrated in practical application. This shock initially has an impact on the service delivery and resource generation functions of the health system performance assessment (HSPA) framework but the impacts flow into the other functions. The workshop will go through the combined framework, indicators that are useful to assess health systems resilience and questions that are proposed to the guide the discussion of the resilience testing exercise. From the discussion participants will be better prepared to implement resilience testing in their countries, understanding how to customise the shock of a heat wave to their local context.

Assessing Institutional Capacity of Business Associations in Tanzania

ABSTRACT This article explores the institutional characteristics and capacity of the BAs to effectively perform the representative and service delivery functions for their members. Based on a qualitative study of BAs in Tanzania, it is evident that they were inclined to deliver the influence function and compromised the service function. The main institutional capacity gaps found in BAs were inadequate governance and accountability, inadequate management and staff, weak membership base, lack of membership and communication strategy, and inadequate office facilities and information technology platforms. Although they had partnerships and networks with the government, development partners and other associations, their sustainability was not guaranteed mainly because of overdependence on donor funding and insufficient membership subscriptions. The article advances the collective action theory and corporatism view by proposing a strategic bundling approach that advocates integrating the service, influence and strategy logics to enhance sustainability of BAs.

Civil society organizations and the prevention of mass atrocities: Perspectives from south Sudan

AbstractNowhere is the role of civil society organizations (CSOs) in development and democratization more critical than in countries at high risk of mass atrocities. In this article, we examine the actual and potential role of development CSOs in the prevention of mass atrocities based on an analysis of 302 CSOs in South Sudan. The article examines if and how service‐providing CSOs frame their work as contributing to the prevention of mass atrocities. The article seeks to understand how these CSOs deliver services and articulate their work regarding the prevention of large‐scale identity‐based violence. We aim to explore the degree to which organizations describe atrocity prevention as an intentional part of democratization efforts. The article is situated within the larger debates about the service delivery and civil society functions of CSOs. Specifically, we ask: To what extent do development CSOs articulate a contribution to the prevention of mass atrocities? We posit that the service delivery and civil society functions can be better achieved by giving deliberate attention to an atrocity prevention perspective.

SAĞLIKTA DÖNÜŞÜM UYGULAMASI HİZMET SUNUMU PERFORMANSININ KARŞILAŞTIRILMASI

Türkiye ve Amerika Birleşik Devletleri’nde (ABD) 2000’li yıllarda sağlıkta dönüşüm uygulamaları başlatılmıştır. Sağlıkta dönüşüm uygulamalarında, Dünya Sağlık Örgütü’nün (DSÖ) ‘Herkes için Sağlık (Health for All)’ merkezi politikası temel alınmıştır. Araştırma Makalesinin temel argümanını, iki farklı sağlık sisteminde benzer hedefler konan sağlıkta dönüşüm uygulamalarının sağlık bakım hizmet sunumundaki başarısı, sonuçları ve performansı oluşturmaktadır. Araştırma yöntemi, Tallinn Konferansı sonrasında geliştirilen ve DSÖ tarafından yayınlanan Sağlık Sistemi Performans Değerlendirmesi (Health System Performance Assessment) üzerinden tasarlanmıştır. Hizmet sunumu fonksiyonunun performans puanlaması sonucuna göre; ABD’ye kıyasla, Türkiye başarılı bulunmuştur.

Finances of Panchayats and Status of Own Revenues in Telangana State: A Critique

The Panchayati Raj Institutions (PRIs) have emerged as instruments of local government since 1992 with the passage of the 73rd Constitutional Amendment Act in India. In Telangana, the state government in the recent period has enacted State Panchayat Raj Act and constituted its first State Finance Commission (SFC). This article is a part of a larger study conducted in the context of the constitution of the first SFC. The article reveals that the own revenue of panchayats is quite low and transfer from the state and central governments constitute two key sources of these bodies. However, these bodies have faced various internal and external challenges while imposing and implementing taxes and fees to augment their sources of revenues. It is on this reality that this article suggests for the devolution of more taxes to PRIs by the SFC for strengthening their revenues and sharing at least 10% of the state’s revenue to meet service delivery functions.

Randomised clinical trial research within Aboriginal and Torres Strait Islander primary health services: a qualitative study

ObjectiveTo better understand how to undertake valuable, ethical and sustainable randomised controlled clinical trial (RCT) research within Aboriginal and Torres Strait Islander primary health services.DesignIn a qualitative approach, we utilised...

How would the HSPA framework play out in practice? ‘Effectiveness (Service Delivery)'

Abstract In this presentation we examine the role of effectiveness for the HSPA framework. Effectiveness is considered a final health system goal. Additionally, it is an assessment area of the service delivery function and its sub-functions and is therefore also considered as well as an intermediate goal of the health system.

NPO/NGO Education in Public Administration in South Korea

This study examines how NPO/NGO-related themes and theories are incorporated into public administration education in South Korea. By analyzing NPO/NGO-related courses in selected public administration programs, this research breaks down their curricula into major categories from the public administration and policy standpoints. This study found that civil society constitutes the public administration environment on the macro-level, while NPO/NGOs are key actors in the participatory governance and contracting-out on the micro-level. From the public policy standpoint, the advocacy function of NPO/NGOs took the central role in the public policy formation stage, while their service delivery function was highlighted in the public policy implementation stage. South Korean PA education is evaluated to take a top-down-style approach in embracing the roles of NPO/NGOs in the public policy implementation process. This study contributes to strengthening ties between PA education and NPO/NGO education and practices.

Analysis of the Structure of Public Hospitals Administration in Iran: A Qualitative Study

Background: Public hospitals account for approximately 80% of the health system resources while producing only 20% of the public sector's output. Objectives: This study aimed to analyze the current administration structure (strengths, weaknesses, solutions, and proposed models) of Iranian public hospitals. Methods: This study is qualitative research with a phenomenological approach. The required data were collected using semi-structured interviews with 58 national experts in the field of hospital management who were selected based on the purposive sampling method. Data were analyzed using the conventional content analysis method. Results: Nine main themes and 34 sub-themes were identified in the weaknesses. The strengths contained four main themes and 16 sub-themes. The proposed solutions had five main themes and 22 sub-themes, and the proposed models from the experts' points of view were composed of four main themes and six sub-themes. The important weaknesses were low commitment and motivation, poor financial management and budgeting, and centralized decision-making and management. The strengths included strong infrastructure, extensive service delivery, government support, and positive social functions. The most important proposed solutions were complying with the requirements of structural reform, development of related assessment indicators, public-private partnership, payment system reform, delegation, manpower management, hospital organizational structure, and reform of the tariff system. Finally, the model of the Board of Trustees, while maintaining government ownership but observing the legal requirements of this structure, was the main suggestion of experts on reforming the structure of the administration of public hospitals in Iran. Conclusions: According to the expert’s opinions, the current structure of Iranian public hospitals has many problems. Managers and policymakers can make the necessary corrections based on the solutions and models proposed in this study.

Unpacking the service delivery function: COVID-19 provides an opportunity for some reverse thinking

Unpacking the service delivery function: COVID-19 provides an opportunity for some reverse thinking

Multi Criteria Water Allocation Modelling to Demonstrate the Need of a Comprehensive Water Policy for Sri Lanka

In Sri Lanka, over 30 national institutions compete to obtain access and priority to use water to perform a variety of water service delivery functions. Water sharing problems have created many conflicts among stakeholders. Presently, there is a lack of transparent and verified models for the assessment of water availability, demand and perform water allocation. It appears that the current practice based on weak information combined with stakeholder judgement is considered as acceptable mainly because of the absence of a water policy and regulatory system. The objective of the present work is to perform a multi criteria assessment to compare the priority of water allocation based on the judgement of water experts and then to evaluate the adequacy of same to evaluate the need to establish a comprehensive water policy. Five multi criteria modelling options based on stakeholder perceptions from 11 water user institutions were compared with the order of magnitude of present water use. Available water was first prioritised using the model weights and then reallocated to the three top ranked water users by considering their annual water use. Multi criteria water allocation models with consistent parameters could be developed by using stakeholder perceptions and rational assumptions. Comparative evaluation of model outputs and the order of magnitude water use data showed that any attempts to use stakeholder consultation with water allocation models must be well supported with transparent and verified water availability and demand assessments. Demonstrating that water allocation based on stakeholder opinion alone is not satisfactory, the present work points to the urgent need for Sri Lanka to seek a comprehensive water policy, rules and regulations.

Advocacy and Service Delivery in the Voluntary Sector: Exploring the History of Voluntary Sector Activities for New Minority and Migrant Groups in East London, 1970s–1990s

In the 1970s, the voluntary sector acted as a key space for advocacy and support for communities that were marginalised from statutory provision. This paper explores how East London voluntary sector organisations addressed the needs of new migrant communities in this period. Drawing on data from six case study organisations, this historical study explores the dual role these organisations played in advocating for these communities and providing needed services. The findings show that in the 1970s through the 1990s advocacy and service delivery functions were closely linked rather than service delivery crowding out advocacy as has been the trend in recent decades. The findings also emphasise the importance of the creation of trusted relationships between the organisations and the communities they served.

Service Delivery Practices of Local Government in Federal Nepal

This paper presents effectiveness of service delivery practices of local government in federal context. In doing so, focus was given to analyze opportunities and challenges of administrative service delivery functions of Banganga Municipality of Kapilvastu District located in Province Number 5. This study applied mix method approach in which necessary data are collected from 20 administrative staffs and 100 service receivers selected purposively by applying institutional/exit poll survey, KII, and Observation techniques. The findings reflect the administrative service delivery mechanism becoming more accessible to the citizens. However, physical infrastructure of municipal and ward offices found very poor to offer efficient administrative service delivery to all including people with disabilities. The administrative staffs seem capable for offering efficient administrative service delivery but they are not sufficient. However, the municipality is not institutionally strong in terms of physical facilities. The local representatives also seem more accessible and accountable working with limited physical, economic and human resources. Finally, such challenges must be addressed with proper cooperation and collaboration between and among federation, provincial and local government for making regulatory administrative service delivery functions more effective and efficient.

Advocacy in Action: China’s Grassroots NGOs as Catalysts for Policy Innovation

How do small, grassroots NGOs influence a powerful authoritarian state and its policies? This paper presents data on instances of interaction between China’s grassroots NGOs and party-state agencies through which NGOs are able to exert influence on policymaking and implementation by modeling innovations in action. The analysis begins by painting the backdrop against which policy influence occurs: a political context characterized by diminished bureaucratic capacity, policy discretion, and experimentation under hierarchy. It then presents the argument that collaboration between grassroots NGOs and local government agencies can act as a risk mitigation strategy for official innovation in a system of experimentation under hierarchy. Extensive longitudinal field research across six sub-national units shows convergence among grassroots NGOs on a conception of advocacy in action. This expanded conception of advocacy overcomes the dichotomy between advocacy and service delivery functions, and allows for observation of a fuller range of efforts that include ‘obstructive’ as well as ‘instructive’ advocacy. Globally, traditional channels of political participation are decreasing in availability and efficacy. This research shows how, as growing numbers of the populace organize to address social and environmental challenges through grassroots organizations, they open alternate channels of political participation, in turn refashioning state practice.

E-governance: Learning from Karnataka

The technological changes of the 20th and 21st centuries, the growth of computer technologies, digital technologies and telecommunications have changed the way the state conducts its functions and delivers governance. Whether or not they have improved the welfare function of the state, the way governance is delivered has been altered. In this article, we discuss the application of electronic governance (e-governance) in Karnataka with the help of three case studies. We discuss the cases of land records management in rural and urban areas and initiatives in Bengaluru traffic management. The case studies indicate that e-governance improves service delivery and that there are points to be gleaned from the successful implementation of the same in Karnataka. Finally, we argue that while there is necessity for optimism regarding the application of technology in service-delivery functions, the overall digitisation of economy may be something qualitatively different.

Service Packaging: A Pattern Based Approach Towards Service Delivery

Authentication, authorization, billing and monitoring are all common service delivery functions that are generally required to be added on to core business services in order for them to be delivered online commercially. Extending core services with these service delivery functions requires considerable effort if implemented ground-up and can be subject to limitations if outsourced to a service broker or a conventional middleware platform. Because of the ubiquitous nature of these service delivery functions, we see them as reusable patterns for service delivery. In this paper we have introduce an approach to implementing and applying these patterns in business to consumer e-commerce. We name the approach Service Packaging. Through the approach, generic implementations (or service packages) of the various service delivery patterns can be incrementally applied to core services, thus enabling flexible and systematic service delivery. A core service, regardless of its business domain does not require any structural or behavioral modifications in order to conform to a specific service delivery requirement and hence can be used out of the box. We also present a prototype middleware platform for the design-time modeling and implementation of service packages as well as their runtime execution.

The Influence of Perceived Human Resource Risk Factors on Financial Problems Faced by Overberg District Municipalities

Abstract: Municipalities are at the forefront of South Africa’s developmental agenda. To assist in the foregoing, the municipalities perform the primary task of service delivery - mandated by the Constitution of South Africa. The efficiency of the municipal service delivery function is depended on municipal funds, as derived from various sources. Apart from these funds, municipalities also receive funding through National and Provincial grant allocations, in addition. Notwithstanding the aforementioned most South African municipalities are experiencing financial problems which may adversely affect their relevant service delivery tasks. A possible contributor to the financial problems of South African municipalities is that of human resources (HR) risk factors. For this study, the emphasis was placed on testing whether perceived HR risk factors had any influence on the financial problems experienced in Overberg District Municipalities. Empirical research was conducted through the means of collecting quantitative primary data from 106 respondents, all of whom had to adhere to relevant delineation criteria. Stemming from the results, it was found that perceived HR risk factors did not have any statistically significant influence on the financial problems experienced in Overberg District Municipalities.

Associations in transition: the business of Russian civil society

What characteristics of professional and business associations determine their organisational activities in the context of Russia's stage of transition? While research on associations in management and nonprofit literature remains under-theorised and fragmented, professional and business associations not only constitute a significant component of the Russian nonprofit sector, but also contribute to the institutional infrastructure of the emerging market economy. This paper investigates the influence of organisational determinants on the relative importance of advocacy, community building, and service delivery within professional and business associations. Data for this study were collected from 215 associations throughout Russia. The study verifies multifunctional nature of associations and confirms that advocacy remains the highest priority activity for associations embedded in the transitional environment. Applying Dirichlet regression, the study finds that organisational size and a specific agency type positively influences community building function. Moreover, our findings indicate that compulsory membership negatively affects service delivery and community building functions, whereas presence in social media has a positive effect on both of these functions fulfilled by Russian associations.