Service Provider Organizations Research Articles

방송·통신 영역에서 자율규제와 법제도 구성에 관한 고찰

Self-regulation can be defined as “an organized business group self-regulating the actions of its members to protect users.” If there is a need to respect the autonomous discipline of the business organization itself in a specific field, it would be good to introduce a self-regulation system. In newly emerging areas, areas that are rapidly changing or areas that require specialized or policy considerations, would be appropriate for business organizations in those areas to self-regulate because existing legal regulations do not reflect reality or cannot properly reflect reality. Even if a self-regulation system is introduced, the degree of legal intervention in the self-regulation system of business organizations may vary depending on the characteristics of the industry. If the scope of the area is diverse or subject to frequent change, the scope of self-regulation may be narrowed due to strong legal intervention, and in areas dealing with detailed, technical, and specialized matters, the private sector should be able to demonstrate efficiency and expertise. It is desirable to reduce the degree of legal intervention through self-regulation. In relation to freedom of speech, due to the constitutional order to guarantee the public’s freedom of expression as much as possible, state regulation should be minimized, and self-regulation by business organizations to replace it is judged to be effective. In addition, due to the emergence of new technologies and technological advancement in the field of broadcasting and communications, regulation by the existing positive system for industries in this field makes efficient industrial development difficult. However, as the provision of information through social media, Internet news, OTT services etc., the side effects caused by digital media exceeded a certain level and reached a level of social conflict and infringement of other people’s rights, countries around the world have started to regulate illegal information through national legal regulations. Self-regulation was judged to be insufficient to prevent the creation and distribution of false information, hate speech, etc. In order for a self-regulatory system to operate properly, it is important to secure the democratic legitimacy of self-regulatory organizations, operational transparency, independence, and enforcement of regulations. The German self-regulatory organization for multimedia service providers is the German Self-Regulation Organization for Multimedia Service Providers(FSM). The German Youth and Media Protection Committee approved FSM, a self-regulatory organizationy, to protect youth from media content. The United States is a country that operates a representative private self-regulation system. However, direct administrative regulations have recently become more prominent in the broadcasting and communications fields due to issues such as unfair trade or monopoly. The UK's self-regulatory organization is the Internet Watch Foundation(IWF). IWF carries out tasks such as deleting posts related to child sexual abuse, blocking access, and preventing search/access, and is operating a hotline as the most basic activity to make this possible. The Australian Communications and Media Authority(ACMA) is the broadcasting and communications regulator. ACMA is a government-affiliated organization and is a co-regulation model between the government and the private sector that supports and cooperates in the establishment of industry codes. The self-regulation system stipulated in Korea’s Information and Communications Network Act is actually close to administrative regulation. It is appropriate for information and communication service provider organizations to determine and implement a code of conduct for information and communication service providers, rather than a matter to be stipulated in the Information and Communications Network Act,

A Model for Assessing Digital Transformation Maturity for Service Provider Organizations

A Model for Assessing Digital Transformation Maturity for Service Provider Organizations

Think aloud and tell us everything that comes to mind”: Results from cognitive testing of a patient-reported experience measure (PREM) for integrated home and community care.

Background: Ontario’s health system goal is to put clients at the centre with the right care, at the right time, in the right place. To do this there is a need to integrate home care with community-based services. This type of integration should, in theory, better support people to continue living well, with dignity and safety, in their homes and communities for as long as possible. A critical component of improving integrated home and community care is gathering self-reported data of client experience, through patient-reported experience measures (PREMs). When client reported data is integrated into health system improvement initiatives, there is a trend towards better health outcomes, including the adoption of safe practices, better communication, and improved clinical indicators. However, no PREM currently exists to measure client experience of integrated home and community care.
 Aims: We aimed to engage clients of home care services and family/friend caregivers to clients receiving home care in Ontario, Canada to tells us about the usability of a newly developed PREM for emerging models of integrated home and community care. This engagement should ensure the PREM is easy to comprehend and straightforward, making it more likely to generate reliable and valid information . 
 Methods: We engaged with clients and caregivers (n=10) with diverse gender expressions, racial backgrounds, abilities, and socioeconomic status in one-to-one interviews to identify issues related to answering the questions on our newly developed PREM. Participants were asked to “think aloud and tell us everything that comes to mind, whether it seems important or not” while completing the PREM. This approach elicited information about the clarity of the instructions, their understanding of the questions, the item stem and scale match, and what led them to their answer. We asked additional question related to comprehension of terms, ambiguity, value-laden words, double-barreled questions, positive and negative wording, and length. Two members of the research team conducted thematic analysis of the generated transcripts and came to consensus regarding required changes to the scaling and items.
 Results: At the time of the conference, the detailed results of the cognitive testing will be available. We anticipate sharing recommendations from users of home care on 1) creating clear scaling options, 2) wording items clearly, 3) the appropriate length of the questions and overall survey, and 4) clarifying jargon or unintended meaning of questions. The finalized draft PREM will be shared.
 Learnings: Results will provide insight into how to clarify wording and scale a survey about client experience of integrated home and community. This will help to improve survey design and user experience, ultimately enhancing potential for a reliable and valid measure of patient experience. 
 Next steps: The PREM will be adapted and psychometrically tested. If found to be reliable and valid for use in home and community care, it will be rolled out at a home care service provider organization across Canada in late 2023. This PREM data should be integrated with other metrics of the quadruple aim to best guide healthcare improvement.

Facilities Management Implementation in Service Providing Organizations in the Republic of Moldova

The study of facility management is important, taking into consideration that this area has a significant impact on how organizations operate and meet their goals. An effective facilities management can optimize the business processes, that would reduce costs and increase the efficiency of the organization. Proper resources management, of premises and equipment helps to minimize losses and make their use more efficient. Well-managed facilities and workspaces can influence the quality of service offered to customers or users. A sustainable environment, properly equipped, can help increase customer satisfaction and improve their experience. Overall, studying facilities management is essential to ensure efficient operations, quality of service, and a safe and comfortable work environment, having a significant impact on the success and sustainability of organizations across a variety of sectors and industries.

Governing early childhood education and care quality development among diverse private ECEC providers in Norway

ABSTRACT This article sheds light on governance mechanisms at work when decentralised implementation of national educational and welfare policies encounters a heterogeneous sector of private service provider organisations. It illuminates how isomorphic pressure plays out at the interface between local governance and private providers’ organisational strategies for quality development in early childhood education and care (ECEC). Key informant interviews are employed to investigate the function of local non-mandatory quality and competence-developing networks (QCDNs) as a locus for these interactions. Findings indicate that QCDNs contribute to shaping private ECEC providers’ quality development efforts, and that coercive, normative, and mimetic isomorphic pressures become intertwined in this process. Most private provider organisations choose to participate in these non-mandatory networks. However, ECEC corporations and small private providers assign different meanings to their participation, and the networks thus appear to spur different organisational strategies. While small private providers harmoniously align their ECEC quality development strategies with institutionalised municipal practice, the provider corporations, while in formal compliance, exploit the resulting inter-municipal variation as one argument among many for more stringent national governmental standardisation. We demonstrate how isomorphic pressure may create and enable an impetus for endogenous and gradual institutional change agency.

Community Oriented Substance Use Programme in the City of Tshwane: A Cross-sectional Survey of Stakeholder Perceptions

The City of Tshwane and University of Pretoria’s Community Oriented Substance Use Programme (COSUP) is an applied research intervention to address drug use-related harms in the city by using a harm reduction community-oriented primary care approach. This is a study of stakeholder perceptions of South Africa’s first publicly funded community-based harm reduction programme. In late 2021, purposively sampled respondents were surveyed using a cross-sectional survey. Electronically captured data were collected on respondent demographic characteristics, familiarity with COSUP and perceptions of COSUP’s effect on service users’ well-being, access to drug use services, family relationships, community integration, and on effective approaches to managing drug use. Frequencies and proportions were analysed as a total and by the degree of familiarity with COSUP, using descriptive statistics. Overall, 338 (93.1%) of the 363 stakeholders who consented to participate in the study had some familiarity with COSUP. Socio-demographically, 68.1% were female and over half (52.4%) were aged between 25–39 years. Most (70–80%) thought COSUP improved client well-being, family relationships and community re-integration. Most (80–84%) perceived COSUP to have increased service provider willingness to support people who use drugs, improved stakeholder networking and raised awareness of drug-related services. Most (76%) considered harm reduction to be the best approach to manage harmful drug use in the city. Stakeholders exposed to the work of COSUP perceive the intervention to be beneficial for individuals, families and service-providing organisations. Most favour a harm reduction approach to drug use and believe COSUP should be sustained and expanded.

The implementation of Sewakadharma work culture to improve public service quality in Denpasar City, Indonesia

Public service is defined as an activity that serves the necessity of an individual, people, or organization group that has an interest in the organization based on the main requirements and procedures which are determined and intended to fulfill the satisfaction of service recipients. Employee performance management (PM) is frequently marketed as an innovation to improve public sector performance, but it is internationally challenging to execute. The success of service provider organisations (providers) is strongly dependent on the pleasure of the people who receive these services. The Denpasar City government endeavoured to address this issue by introducing the sewakadarma work ethos in the execution of public services. The Sewaka Dharma is a Hindu ideology that prioritises the alignment of one's thoughts, speech, and actions towards the service of promoting harmony among human, natural, and divine values. The objective of this research is to investigate the impact of the sewakadarma work culture on enhancing the standard of public services in Denpasar City. The present study employs descriptive qualitative research methodologies. The results showed that the sewakadarma work culture has been implemented well through the formation of the sewakadarma cadre, the success of the sewakadarma work culture is evidenced by the awards obtained by the Denpasar city government in providing public services.

The Participation of People in Vulnerable Situations in Interest Organisations: A Qualitative Study of Representatives Views

Abstract People in vulnerable situations have the same right as others to participate in public spheres and influence health and welfare services. However, organisations that support these people and promote their interests are essential to their participation. This study investigated how people in vulnerable situations with lived experiences of using public services participate in organisations representing their interests. Fourteen representatives from eight interest organisations were interviewed. The first theme we developed – namely, participation as representatives of the organisations, revealed that a spokesperson’s role is connected to competence and that users of public services rarely obtain such a position. However, people with experience of using public services participate as living examples in external activities, increasing the groups’ visibility through their physical presence and their stories. The second theme was titled participation in organisational activities. The extent to which people with lived experiences participate in formal meetings varies, but they are often consulted by the organisations and attend events and informal gatherings. Notably, people in vulnerable situations interact with and, thus, influence the service-providing organisations. This article discusses the findings in light of representation theory and their implications for practice.

The IT Services Management Architecture Design for Large and Medium-sized Companies based on ITIL 4 and TOGAF Framework

The development of information technology occurs rapidly in almost all areas of life. All companies must immediately carry out a business transformation following the development of information technology to survive amid increasingly fierce competition. One of the keys to this business transformation's success is an enterprise architecture that is used as a reference in planning, developing, operating, and monitoring company information technology. Implementation of service management practices in state-owned enterprises needs to be translated into IT Services Management Architecture Design, that match the IT Governance Principles as mandated in PER-03/MBU/02/2018. This research focuses on preparing an enterprise architecture design in IT service management by referring to ITIL 4 best practices. The resulting solution is a target architecture design in the business domain, data, and applications arranged according to the TOGAF framework. It was carried out in four stages: scope identification, which defines practices; preliminary phase, which resulted in 11 architecture principles; architecture vision that produces a value chain for IT service provider organizations; a business architecture which resulted in a business service/function catalog consisting of 13 business functions and 43 business services; and an information system architecture that produces a conceptual data model on the three main priority processes of IT service management and an application use-case diagram that describes the relationship between the four actors (users, service managers, service desks, and support groups) with their roles in applications. The enterprise architecture has been designed following the scope of IT service management practices commonly used as a reference for all large and medium-sized companies.

Transition to Retirement for Older People with Intellectual Disabilities—Staff Descriptions of the Process and Roles

Our study examines how staff in housing and day activity centres describe the transition of people with intellectual disabilities (ID) to old-age retirement. The data comprise the staff’s written responses to open-ended questions included in an online questionnaire. The data were analysed using content analysis, followed by further analysis using the concept of the script. We identified two main scripts in which the staff outline the transition process. According to the person-centred script, the role of the person with ID in transition is an agent with initiative and the staff are seen as enablers and supporters. In the system-driven script, the role of the person with ID is a passive object adapting to changes, while the staff seems to implement routines. This study shows inequality among aging people with ID. Their opportunities to make decisions from retirement depends on which script is followed in their municipality’s disability services and service-provider organisation.

Effectiveness of Agricultural Information and Communication Center for Disseminating Agricultural Information

Nowadays, Information and Communication Technologies (ICT) are playing important role in communicating agricultural information. In this connection, the government of Bangladesh established a number of Agricultural Information and Communication Centers (AICC) at the Union level to disseminate agricultural information. The purposes of the study were to determine the effectiveness of AICC for disseminating agricultural information and to explore the contribution of the selected characteristics of the AICC member farmers to the effectiveness of AICC. Data were collected from 90 randomly selected farmers of nine Upazillas of Faridpur district under Dhaka division. Face-to-face interview followed by pretested structured questionnaire was held with the selected farmers to gather data. The survey revealed that an overwhelming majority (80%) of the farmers perceived medium effectiveness of AICC, while 7.8% of them perceived low and 12.2% of them perceived high effectiveness of AICC for disseminating agricultural information. The effectiveness of AICC was influenced by the intensity of use of ICT, length of experience to use ICT and ICT using confidence. Therefore, responsible organizations such as Agriculture Information Service (AIS) with the help of the Department of Agricultural Extension (DAE) and other advisory service-providing organizations should take action to enhance the effectiveness of AICC.
 Vol. 9, No. 3, December 2022: 259-265

ASSESSMENT OF LIFE INSURANCE SERVICE QUALITY DIMENSIONS AND CUSTOMER SATISFACTION THROUGH THE SERVPERF MODEL

The present research focused on assessing the life insurance service quality and customer satisfaction through the SERVPERF model. In the wake of Liberalization, privatization, and Globalization (LPG) has significantly impacted the insurance industry in India. This leads to the emergence of private and foreign players in the country. The private and foreign insurance companies established in the country provide effective service using the latest technology. All foreign players operated in India through joint ventures with private players. In this cutthroat competition among life insurance companies, consumers are very much aware of the alternatives available concerning services and the provider organization. Now consumer expectations are rising, and service provider organizations should be aware of these expectations. The present study's objective is to compare and analyze the service quality perception of customers about public and private sector life insurers through the SERVPERF model. A total of 400 respondents completed the field survey conducted in Chennai city. Out of 400 respondents, 100 were from LIC, and the rest 300 respondents were from private sector life insurance companies of ICICI Prudential, SBI Life, and HDFC Life Insurance Company Limited. The private players have been adopted based on their market share. The collected data are analyzed with the help of SPSS package version 21. Based on the analysis researcher found that both public and private sector life insurers offered quality services to customers equally.

‘Stakeholders are almost always resistant’: Australian behaviour support practitioners’ perceptions of the barriers and enablers to reducing restrictive practices

A restrictive practice (RP) is defined as a practice or intervention that has the effect of restricting the rights or freedom of movement of a person, and includes physical, mechanical, and chemical restraint, and seclusion. If misused or overused, RPs may present serious human rights infringements. In Australia, behaviour support practitioners who deliver behaviour support funded by the National Disability Insurance Scheme are responsible for developing positive behaviour support plans that aim to reduce and eliminate the use of RPs. At present, little is known about the barriers that behaviour support practitioners experience when attempting to reduce and eliminate the use of RPs and, conversely, what helps (or enables) them to reduce and eliminate RPs. To learn more, we conducted an online survey consisting of two open-ended questions with 109 Australian behaviour support practitioners to identify barriers and enablers. We found that fear and reluctance on the part of stakeholders were often barriers to reducing the use of RPs. However, we found that having time, funding, and resources for training, supervision, other implementation activities, care team collaboration, and data-based decision-making helped overcome barriers. We provide specific recommendations for addressing identified barriers for individual behaviour support practitioners, service provider organisations, and government and regulatory agencies.

Outcome Insights: Applying an NPG Lens to Examine a Capacity Building Initiative Among the Government and its Partner

ABSTRACT Providing services for a diverse population requires a shift in paradigms and mechanisms. New Public Governance (NPG) provides insights on the need for collaborative actions between organizations from all sectors. This study applies an NPG lens to investigate a state’s effort to enhance mental health and substance use recovery through building capacity in peer-support service providing organizations (SPOs). We used 37 participant interviews from a training program. Results show variations between intended and actual outcomes and highlight NPG as a relevant framework for capacity building and co-creation of public value in dynamic partnerships between the public sector and SPOs.

Management 4.0: Concept, applications and advancements

Management 4.0 assists businesses in evolving, surviving and performing in the competitive and dynamic world. This fourth revolution uses advanced technologies like Artificial Intelligence (AI), Virtual Reality (VR), Internet of Things (IoT), Robotics, Holography, Additive Manufacturing etc., for the proper management systems. These technologies facilitate working personnel and make it more appealing to complete their duties efficiently and accurately. The main aim of this paper is to understand the concept of Management 4.0, its technologies and applications for proper management systems. As Management 4.0 enhances process control, the chance of human error is reduced, leading to increased efficiency. It enables rapid and intelligent decision-making, reduces costs, accelerates growth, and raises profitability. Management 4.0 technologies and advanced data analytics are helpful to make smart supply chain management well suited to fulfil industry 4.0. Thus, to overcome various obstacles and effectively deploy Management 4.0 technologies in manufacturing industries, top management must establish a clear asset performance management plan with the help of process engineers familiar with industrial system failure occurrences and what operators need to improve. Management 4.0 involves advanced technologies, system connectivity, data collection & analysis at the organisation level. Management 4.0 is expected to be a critical component in the long-term survival of any business, either manufacturing or service-providing organisations. This paper explores the development of Management 4.0 and its dimensions and transformations through Management 4.0 perspectives. Finally, the significant role of Management 4.0 for appropriate private management system in manufacturing industries are identified. Organisations require a system that seamlessly meets the company's expectations, consumers, investors, and other stakeholders to remain competitive, and Management 4.0 will enable this. Many businesses strive to integrate technologies and upskill their personnel to adapt to the new job duties and attract more workers with the necessary abilities.

Service design in healthcare: a segmentation-based approach

PurposeThe study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.Design/methodology/approachThe study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.FindingsThe segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.Practical implicationsThe proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.Originality/valueThe segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.

Application of Importance Performance Analysis Method in Measuring the Level of Community Satisfaction with the Quality of Service of the Minasa Upa Public Health Center

Purpose: The purpose of this study was to measure the level of patient satisfaction with service quality at the Minasa Upa Health Center.
 Design/methodology/approach: This study uses the Importance Performance Analysis (IPA) method to measure community satisfaction with service quality. Data was obtained by distributing questionnaires. Five dimensions are measured: tangible variables, reliability, responsiveness, assurance, and empathy.
 Findings: The results of this study indicate that the quality of service at the Minasa Upa Public Health Center in terms of five dimensions results in a perception value below the expected value. These results suggest that patient satisfaction with services at the Minasa Upa Health Center in Makassar city still needs to be fulfilled.
 Research limitations/implications: This research was fieldwork at the Minasa Upa Public Health Center. The respondents in this study were people who had visited or received treatment at the Minasa Upa Public Health Center, as many as 100.
 Originality/value: Public Health Center describes a public service engaged in health services that has an essential role in the National Health System. Public Health Center is a health service provider organization that exists in all regions. The quality of service at the Minasa Upa Public Health Center is still not good, as evidenced by the perceived value, which is still below the expected value and has led to decreased public confidence in seeking treatment at the health center. So, this can affect the decline in health levels in the community. In addition to this, facilities and infrastructure factors still do not satisfy service users.

Creating relationship‐based practice in youth employment services—Converting policy intentions to practical program design

AbstractRelationship‐based practice refers to approaches within human services which centralise inter‐personal relationships—either those between clients and workers or between clients and their own network—as a way to achieve positive service outcomes. Relationship‐based practice is increasingly recognised as a critical component in many areas of human services, particularly youth services. Despite increasing policy intentions for programs to adopt a relationship‐based approach, it is not always clear how services can implement this in practice. While relationship‐based skill training can be offered to individual workers, a question remains as to what can be done at an organisational and policy level to cultivate relationship‐based practice. Within this context, this paper explores how programs can be designed to foster relationship‐based practice. The paper draws on the evaluation of an intensive and tailored service for addressing long‐term youth unemployment in Australia: the your job your way pilot program run by yourtown. A key success of the program was strong relationship‐based practice, and this paper explores five features of the program's design that enabled this: (1) small caseloads, (2) intensive support, (3) staff with complementary skills and a professional and ‘youth friendly’ demeanour, (4) staff discretion about some aspects of program implementation, and (5) support delivered through social and group activities. The paper draws implications for how service provider organisations and governments can cultivate relationship‐based practice in human services.

Enhancing Newcomer Research and Knowledge Mobilization Through a Community-Based Knowledge Engagement Hub

Abstract. As immigration to Canada increases, the complexities associated with serving newcomers (immigrants, refugees, temporary foreign workers, and international students) of diverse ethnogeographical backgrounds also increase. A range of stakeholder groups including researchers, policy makers, immigrant service provider organizations, and newcomer grassroots community organizations aim to help ease the process of settlement and integration for newcomers. A community-based knowledge engagement hub, which has been previously applied in the Indigenous community context, can facilitate the reciprocal flow of knowledge between those involved in newcomer settlement and inform newcomer-centered practice, policy, and research on settlement issues.

Factors Influencing Recovery and Well-Being Among Asian Survivors of International Criminal Sex Trafficking in an Urban U.S. City.

Sex trafficking is serious form of gender-based violence that results in profound adverse health outcomes, yet one that is poorly understood. New York City is a major hub for sex trafficking, with a significant but unquantified number of victims originating from East Asian countries and trafficked via illicit massage businesses. Peer-reviewed studies among Asian survivors of international criminal sex trafficking do not exist. The aim of this study is to qualitatively examine the factors at various levels of influence that impact the recovery and reintegration process of Asian criminal sex trafficking survivors in the United States from the perspective of survivors and front-line service providers. The study was guided by community-based participatory research and trauma-informed approaches, leveraging a collaboration with a well-established service provider organization. Ten in-depth interviews were conducted between 2018 and 2019 with three Korean survivors and seven key informants who were anti-trafficking service providers working with East Asian clients. Data were analyzed using a grounded theory approach. Survivors and service providers vocalized factors at multiple levels that either facilitate or impede recovery and well-being. Levels of influence included structural (e.g., poverty/debt bondage, immigration status, limited English proficiency), cultural (e.g., fatalism, collectivism), institutional (e.g., lack of culturally appropriate, trauma-informed care), interpersonal (e.g., exploitation, social support), and individual (e.g., resilience). Stigma was a crosscutting factor that spanned all levels of influence. This study highlights the voices of survivors and front-line service providers to understand the lives of an under-researched population of Asian sex trafficking survivors. Ultimately, the root, structural causes of survivor marginalization need to be addressed, which stem from the intersection of class-, gender-, and race-related inequities. While survivors continue to experience exploitation and marginalization post-trafficking, they also carry an enormous amount of resilience that must be leveraged in their path to recovery from trauma.