Service Delivery Organizations Research Articles

Capacity for Change: Dynamic Capabilities in Public Organizations

This paper seeks to understand the underlying processes that support change implementation in public and nonprofit organizations. It examines the role of dynamic capabilities in public organizations undergoing planned transformative service changes. We extend existing research on dynamic capabilities in public and nonprofit organizations by suggesting four capabilities important for social service delivery organizations undergoing change. Based on two waves of data collection that included 56 interviews in four states, we found the capability to integrate new organizational practices, the capability to analyze and use data to inform decision-making, the capability to generate stakeholder commitment, and the capability to collaborate with other organizations to be critical to an organization’s perceived ability to carry out its mission and its change agenda. Analysis of findings indicates the importance of both development and deployment of dynamic capabilities. Future research areas are suggested as a way to further develop the concept of dynamic capabilities and its application to public and nonprofit contexts.

Outcome aware ranking in value creation networks

In this paper, we consider a natural ranking problem that arises in settings in which a community of people (or agents) are engaged in regular interactions with an end goal of creating value. Examples of such scenarios are academic collaboration networks, creative collaborations, and interactions between agents of a service delivery organization. For instance, consider a service delivery organization which essentially resolves a sequence of service requests from its customers by deploying its agents to resolve the requests. Typically, resolving a request requires interaction between multiple agents and results in an outcome (or value). The outcome could be success or failure of problem resolution or an index of customer satisfaction. For this scenario, the ranking of the agents of the network should take into account two aspects: importance of the agents in the network structure that arises as a result of interactions and the value generated by the interactions involving the respective agents. Such a ranking can be used for several purposes such as identifying influential agents of the interaction network, effective and efficient spreading of messages in the network. In this paper, we formally model the above ranking problem and develop a novel algorithm for computing the ranking. The key aspect of our approach is creating special nodes in the interaction network corresponding to the outcomes and endowing them independent, external status. The algorithm then iteratively spreads the external status of the outcomes to the agents based on their interactions and the outcome of those interactions. This results in an eigenvector like formulation, which results in a method requiring computing the inverse of a matrix rather than the eigenvector. We present several theoretical characterizations of our algorithmic approach. We present experimental results on the public domain real-life datasets from the Internet Movie Database and a dataset constructed by retrieving impact and citation ratings for papers listed in the DBLP database.

Project management: a case of fixed price IS/IT projects. Analysis of projects by project scopes

The paper provides an overview of major issues of IS / IT projects. Attention will be focused on projects that are implemented under a contract for a specified amount of work and fixed price. The main purpose of the paper is to analyse the project parameters in terms of the types of projects, and to confirm, or refuse, a hypothesis related to this. There is some evidence from the portfolio of projects that have been implemented by the international companies providing IT services. Regarding the localisation, CEE region was selected for our research. The outputs of the paper should be a contribution to managing IS/IT projects in IT service delivery organizations and for the support of innovative thinking about project management generally.

Service Infrastructures: A call for ethnography of heterogeneity

This paper investigates the notion of heterogeneity, inspired by Latour's work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how system‐administrators manage and negotiate incident resolution requests as part of service delivery practices. In particular, we looked into how performance metrics, such as, service level agreements (SLAs), mediated those practices. This paper contributes to the studies of infrastructure and explores the critical synergy between quantitative and qualitative methods in support of large‐scale work practice research.

Critical situation of child passengers: pre and post – campaign assessment, edu-car plan

BackgroundWithin the framework of studies on road mobility of children and adolescents, the FGR conducted a study on the mobility of children aged 0–14 as passengers of private vehicles and...

Mapping mental health service access: achieving equity through quality improvement

Improving access to psychological therapies (IAPTs) services deliver evidence-based care to people with depression and anxiety. A quality improvement (QI) initiative was undertaken by an IAPT service to improve referrals providing an opportunity to evaluate equitable access. QI methodologies were used by the clinical team to improve referrals to the service. The collection of geo-coded data allowed referrals to be mapped to small geographical areas according to deprivation. A total of 6078 patients were referred to the IAPT service during the period of analysis and mapped to 120 unique lower super output areas (LSOAs). The average weekly referral rate rose from 17 during the baseline phase to 43 during the QI implementation phase. Spatial analysis demonstrated all 15 of the high deprivation/low referral LSOAs were converted to high deprivation/high or medium referral LSOAs following the QI initiative. This work highlights the importance of QI in developing clinical services aligned to the needs of the population through the analysis of routine data matched to health needs. Mapping can be utilized to communicate complex information to inform the planning and organization of clinical service delivery and evaluate the progress and sustainability of QI initiatives.

Integrating HIV treatment with primary care outpatient services: opportunities and challenges from a scaled-up model in Zambia

Background Integration of HIV treatment with other primary care services has been argued to potentially improve effectiveness, efficiency and equity. However, outside the field of reproductive health, there is limited empirical evidence regarding the scope or depth of integrated HIV programmes or their relative benefits. Moreover, the body of work describing operational models of integrated service-delivery in context remains thin. Between 2008 and 2011, the Lusaka District Health Management Team piloted and scaled-up a model of integrated HIV and general outpatient department (OPD) services in 12 primary health care clinics. This paper examines the effect of the integrated model on the organization of clinic services, and explores service providers’ perceptions of the integrated model.Methods We used a mixed methods approach incorporating facility surveys and key informant interviews with clinic managers and district officials. On-site facility surveys were carried out in 12 integrated facilities to collect data on the scope of integrated services, and 15 semi-structured interviews were carried out with 12 clinic managers and three district officials to explore strengths and weaknesses of the model. Quantitative and qualitative data were triangulated to inform overall analysis.Findings Implementation of the integrated model substantially changed the organization of service delivery across a range of clinic systems. Organizational and managerial advantages were identified, including more efficient use of staff time and clinic space, improved teamwork and accountability, and more equitable delivery of care to HIV and non-HIV patients. However, integration did not solve ongoing human resource shortages or inadequate infrastructure, which limited the efficacy of the model and were perceived to undermine service delivery.Conclusion While resource and allocative efficiencies are associated with this model of integration, a more important finding was the model’s demonstrated potential for strengthening organizational culture and staff relationships, in turn facilitating more collaborative and motivated service delivery in chronically under-resourced primary healthcare clinics.

Analysis of the project parameters of the fixed price projects in the IT services delivery organization

The success rate of IS/IT projects is low. Thus, in response, a large variety of methods and approaches to managing IS/IT projects has been developed over the years. The purpose of this paper is to analyse the relationships between the project parameters of fixed-price projects that take place within an IT service delivery organization. There is some evidence that simply using traditional project parameters (such as project duration, costs, reserves, and so on) isn't enough to increase the success of projects; rather, new approaches and methods, including our applied systems approach, should also be considered. This paper aims to highlight issues from the perspective of an IT services delivery organization from the CEE region. The output of the paper should be a contribution to the project management of IS/IT projects and to systems research, as well.

Telecare for Older People

Drawing on interviews with 76 older people (aged 60 years and older) receiving telecare services at home and in housing with care and 16 family caregivers in West Lothian, Scotland, the authors consider how far telecare can support older people’s citizenship goals of independence, participation, and identity. They conclude that although these goals are to some extent supported by telecare, they are also supported by the model of care being applied and limited by aspects of the wider environment, such as ageism. The authors argue that in every case, contextual factors beyond the intrinsic capacities of a technological system and beyond the models of care developed and promoted by a service delivery organization must be explored if the impact of telecare is to be fully understood. Thus, the human use of technology and its moral context are critical to its success or limitation.

Establishing IT Governance using CMMi – A Case Study of Malaysian Private University

A study was performed on an IT function of a private university in Malaysia and this paper aims to assess the initiatives to adopt and implement ICT governance using Capability-Maturity Model Integration (CMMI) Framework. The goal of the initiative was to perform gap analysis and improve the organization's service delivery process in order to be able to reach Level 2 on the CMMI framework. Key people from chosen department were interviewed and assessment using specific framework was conducted. From the result of the research, it suggests that CMMi Framework can be adopted in a university setting in order to achieve higher levels of control and performance while delivering operational excellence.

An audit of Maternal Deaths from a referral University Teaching Hospital in Nigeria: The Emergence of HIV/AIDS as a leading cause

To analyse the characteristics and causes of maternal death in a referral tertiary health facility in Southern Nigeria. This is a facility- based review of 184 maternal deaths that occurred from January 2005 to June 2009. Primary causes of death and factors that contributed to maternal death including delay in accessing health care were identified. During the study period, the Maternal Mortality Ratio (MMR) was 2230/100,000 live births. There was a progressive reduction in the annual MMR from 2901/100,000 live birth in 2005 to 1459/100,000 live birth in 2009. More than four fifth (84.9%) of the maternal deaths occurred among women of low socio-economic class (IV and V). The leading causes of direct maternal deaths (64.1%) were Puerperal sepsis (17.8%), Pre-eclampsia/Eclampsia (15.8%) and complications of unsafe abortion (11.4%). HIV/AIDS was the third commonest overall cause of maternal death (15.2%). Half of the women experienced Type 1 delay (50%), Type 2 and 3 delay occurred in 7.6% and 18.5% of maternal deaths respectively. About two thirds of the women (58.2%) experienced more than one form of delay. Although direct obstetric deaths remain the leading cause of maternal mortality, HIV/AIDS is becoming an important primary cause of maternal mortality in our environment. Organization of health service delivery with an effective referral system and the provision of optimal care for HIV infected women are recommended.

Sociocultural Factors to Consider When Addressing the Vulnerability of Social Service Users

In a study conducted in 2008–2009, 25 employed homeless women in Calgary, Canada, were interviewed to gain a better understanding of their pathways from homelessness. The data analysis uncovered a mix of personal and societal issues to consider and provides a framework for understanding the complexity of sociocultural factors that contribute to the vulnerability of users of services. In combination, these many sociocultural factors affected the participants’ personal exit from homelessness. The role of service delivery organizations in helping to identify vulnerabilities experienced by service users and respond to these issues in practice will have an influence on resolving social issues like homelessness.

Improving health service delivery organisational performance in health systems: a taxonomy of strategy areas and conceptual framework for strategy selection

Health systems strengthening (HSS) is a priority for global health funders, policy-makers and practitioners. Although many HSS efforts have focused on policy levers such as financing approaches, payment schemes or regulatory reforms, less attention has been directed to targeting the organisations that deliver health services such as hospitals, health centres and clinics. Evidence suggests that the impact of organisation-level interventions varies by context; however, we lack a general framework for integrating organisational context into performance improvement strategies for health service delivery organisations. Drawing on open systems theories from organisational behaviour and management as well as a review of 181 empirical studies of health service delivery organisations in low- and middle-income countries, we propose a taxonomy of seven strategy areas for improving organisational performance as well as a multistage conceptual framework for selecting among them. We propose that the choice of strategy for improving health service delivery organisational performance should be informed by: (i) the root cause of the organisation's performance gap; (ii) the environmental conditions facing the organisation; and (iii) the implementation capability of the organisation. We also highlight conditions under which different strategy areas may be expected to be optimally effective. The approaches presented in this paper offer a way for health system decision-makers and researchers to systematically assess and incorporate organisational context in the process of developing strategies to improve the performance of health service delivery organisations and, ultimately, of health systems.

Developing Interdisciplinary Centers in Aging: Learning From the RAND/Hartford Building Interdisciplinary Geriatric Health Care Research Centers Initiative

The rising number of older patients with complex, often chronic conditions presents challenges in service delivery and social organization. Addressing the complexity of multiple interacting chronic conditions and devoting time for extensive interaction with elderly patients requires an interdisciplinary team. The "Building Interdisciplinary Geriatric Health Care Research Centers" initiative was designed to establish geriatric research centers that would bring together interdisciplinary teams of health professionals who would integrate concepts, methods, and practices across disciplines. The directors of the centers planned and conducted activities (e.g., seminars, Wikis, and mentoring) to develop infrastructure, to conduct collaborative research projects, and to support junior faculty career development. The activities in these areas led to a number of grant submissions and awards, to manuscript acceptances and conference presentations, and to career advances for junior faculty members. Overall, the centers' directors found that building interdisciplinary research capabilities takes time, attention, and support. External grant funding helped to create centers that, through infrastructure and activities, brought together individuals from a wide range of disciplines who had common interests and then helped these individuals collaborate to develop new projects or build on existing efforts. Through their infrastructure, collaborative research, and career development activities, the centers changed the approach to interdisciplinary research.

Institutional features of inter-municipal cooperation: Cooperative arrangements and their national contexts

Inter-municipal co-operation is a widespread phenomenon throughout Europe. But in spite of its wide spread, inter-municipal co-operation has not been subject to systematic comparative research. This article presents some of the findings of a joint research project concerning inter-municipal co-operation in a series of European countries. A comparative analysis shows that inter-municipal co-operation comes in all shapes and sizes. Nevertheless it is possible to distinguish four basic types of co-operation: quasi-regional governments, planning forums, service delivery organizations and service delivery agreements. Research shows that the national institutional context to a large extent explains the presence or absence of the different types in a country.

Organizational Interests and Public Needs: Decentralization and Service Delivery in Viet Nam

Decentralization has emerged as a popular strategy for reforming public services. But the outcomes of decentralization are often at odds with those envisaged, particularly as it concerns the functions of service-delivery organizations (SDOs). Among the most important aspects of decentralization is the changes it engenders in the goals, interests, and operations of service-delivery organizations. This essay examines developments in the delivery of education and health services in Viet Nam and explores ways in which service delivery, which is increasingly decentralized, can be better aligned with Viet Nam’s current and prospective needs. Broadly, four claims are advanced. First, Viet Nam’s government has demonstrated an impressive commitment to the promotion of education and health services that distinguishes it from governments in many other countries. Second, however, in light of recent developments, as well as Viet Nam’s stated development goals and international experience, Viet Nam’s government and SDOs stand to benefit from an aggressive reworking of arrangements for the governance of SDOs. Third, for normative as well as practical reasons to be detailed below, SDOs in Viet Nam are best regarded by all as client-facing organizations with obligations to rights-bearing citizens. Finally, however, any claims regarding SDOs in Viet Nam must be informed by a nuanced understanding of local institutions and what it means to be involved in the delivery and use of education and health services in Viet Nam.

Police‐based victim services: Australian and international models

PurposeThe purpose of this paper is to provide an outline of the strengths and weaknesses of selected models of police‐based victim services. It aims to provide an overview of the current predominant models of police‐based victim support in the USA, Canada, UK and Australia. It also aims to advance a typology of police‐based victim services as a useful analytic tool for understanding the varying models.Design/methodology/approachThe research was based on extensive documentary analysis supplemented by semi‐structured interviews with 17 practitioners in the USA, Canada and Australia. Sites were selected for interview based on documentary research which indicated that they had developed police‐based victim services in their organization that were either particularly representative or innovative.FindingsPolice‐based victim services can be categorized into three broad models: unit services, dedicated liaison officer services, and referral services. Each model has strengths and weaknesses in terms of service delivery and police organization. Unit services may be optimum in delivering services but are also resource‐intensive and may be beyond the financial scope of some police organizations. They also potentially risk sequestering victim services within police organizations and reinforcing a view that dealing with victims of crime is not “real policing”. Dedicated officer services require significant institutional input to achieve their goals, while referral models necessitate workable mechanisms for inter‐agency cooperation. Thus police organizations need a clear perception of their victim services delivery role and how this might best be achieved.Originality/valueThe academic literature on police‐based victim services remains scant. This paper makes a valuable contribution to the literature by providing a useful typology for the analysis of police‐based victim services and the assessment of their strengths and weaknesses. The typology will prove useful for future empirical case‐studies of individual police‐based victim services.

Regulation, Organization and Incentives: The Political Economy of Potable Water Services in Honduras

This case study of urban water and sanitation in Honduras focuses on the perplexing phenomenon of low level equilibrium (LLE). It first seeks to characterize LLE in terms of sector performance and to show how it is propitiated by flawed arrangements for sectoral governance, organization of service delivery and regulation. It then turns to the question of why it is so difficult to escape from LLE. To this end, it analyzes the failure of recent reform efforts, using political economy techniques.

The impact of opening hours on the equity of individual space–time accessibility

While many studies have concentrated on the effects of the spatial distribution of services on individual accessibility, only little is known about the ways in which equity of individual accessibility is affected by the temporal organisation of service delivery. This paper seeks to deepen our understanding about the relationship between accessibility, equity and the opening hours of public service facilities on the basis of space–time accessibility measures. Three approaches based on different equity principles are presented to schedule the opening hours of public service facilities: a utilitarian, an egalitarian and a distributive approach. A case study of public libraries in Ghent (Belgium) demonstrates the relevance of these approaches for amending the opening hours of public services to control the equity of accessibility levels across individuals.

Where next for neighbourhood regeneration in England?

There has been a ‘triple whammy’ for neighbourhood regeneration in England in 2010. Key agencies and infrastructure have been abolished or cut back since the election of a new government; the previous administration’s area-based initiatives are ending; and property-led developments have slowed markedly during the recession. However, while policy stands at a crossroads, the underlying drivers for regeneration remain as pertinent as ever, regardless of wider fiscal and economic circumstances. Within this context, the article considers the form which neighbourhood regeneration might take during the next decade, exploring how evolving policy developments (e.g. localism, ‘Big Society’, Local Enterprise Partnerships) could impact on practice. Analysis suggests that neighbourhood regeneration will exist in a very different world to that which practitioners are familiar with, characterized by resource constraints, organizational change, uncertainty and upheaval. However, there are opportunities: a more powerful position for voluntary and community sector organizations with the greatest capacity; new forms of collaboration between neighbourhood regeneration organizations; and the development of new relationships between commissioners and service delivery organizations.