Context Of Service Provision Research Articles

Unlocking Artificial Intelligence Adoption in Local Governments: Best Practice Lessons from Real-World Implementations

In an era marked by rapid technological progress, the pivotal role of Artificial Intelligence (AI) is increasingly evident across various sectors, including local governments. These governmental bodies are progressively leveraging AI technologies to enhance service delivery to their communities, ranging from simple task automation to more complex engineering endeavours. As more local governments adopt AI, it is imperative to understand the functions, implications, and consequences of these advanced technologies. Despite the growing importance of this domain, a significant gap persists within the scholarly discourse. This study aims to bridge this void by exploring the applications of AI technologies within the context of local government service provision. Through this inquiry, it seeks to generate best practice lessons for local government and smart city initiatives. By conducting a comprehensive review of grey literature, we analysed 262 real-world AI implementations across 170 local governments worldwide. The findings underscore several key points: (a) there has been a consistent upward trajectory in the adoption of AI by local governments over the last decade; (b) local governments from China, the US, and the UK are at the forefront of AI adoption; (c) among local government AI technologies, natural language processing and robotic process automation emerge as the most prevalent ones; (d) local governments primarily deploy AI across 28 distinct services; and (e) information management, back-office work, and transportation and traffic management are leading domains in terms of AI adoption. This study enriches the existing body of knowledge by providing an overview of current AI applications within the sphere of local governance. It offers valuable insights for local government and smart city policymakers and decision-makers considering the adoption, expansion, or refinement of AI technologies in urban service provision. Additionally, it highlights the importance of using these insights to guide the successful integration and optimisation of AI in future local government and smart city projects, ensuring they meet the evolving needs of communities.

Perspectives from the frontline: Nurses’ experiences of adolescent engagement in sexual and reproductive health services

Background: Nurses have a critical role to play in the delivery of sexual and reproductive health (SRH) services to adolescents and young people. Nurses’ interactions with adolescents and young people can shape sexual and reproductive behaviours and outcomes, including willingness to access and engage with healthcare services. However, little research from low- and middle-income contexts has explored nurses’ firsthand perspectives regarding their relationships with adolescents and young people in the context of SRH service provision, especially since the COVID-19 pandemic. Aim: This study explored nurses’ perceptions of working with adolescents and young people as well as how these impressions manifest in one-on-one exchanges between nurses and young patients. Method: Semi-structured interviews were conducted with 20 nurses providing SRH services to adolescents and young people and based at public health facilities in urban, peri-urban and rural areas within a health sub-district of the Eastern Cape province of South Africa. Data were analysed using an inductive thematic approach. Results: While many nurses described the challenges facing adolescents and young people in an empathic way and expressed a desire and willingness to engage with and educate them, some found it ‘difficult to break through’. Nurses linked this difficulty to the shame adolescents and young people feel when discussing SRH concerns, but also to them having ‘attitude’ and ‘not listening’. Findings highlight how while nurses may genuinely care about providing services to their young patients, internal and social biases may impact their motivation and willingness to effectively support adolescents and young people within the context of SRH service provision. To improve patient–provider relations, we suggest a focus on practical and participatory interventions to improve interpersonal dynamics.

Exploring School Personnel’s Conceptions on Managing Instruction and Services for High School Aeta Students

The exploratory study featured four high schools and their personnel's conceptions of better instruction and school services for Aeta students. The researcher used open-ended questions to interview 42 public school personnel. Sharing their strengths, weaknesses, and experiences related to inclusiveness towards the Indigenous students, the teachers, administrators, and support service personnel hinted at their training needs revolving around competencies in producing investigative articles on the educational needs of the Aetas, collaborating with co-workers in synergistically servicing the indigenous, greater awareness of ethical protocol in engaging with the Indigenous in service provision contexts, reflecting more intensively on personal efficacy in teaching non-mainstream students, re-tooling given cultural competence, knowing more of the culture and values of the Aetas, and championing more pro-actively the needs of the Indigenous, particularly in the educational and livelihood spheres of their life. Thematic analysis and interpretation brought to the fore the personnel's strong support for a curriculum that is specifically designed for the Aetas, support systems strengthened to empower the personnel further inclusiveness-wise, differentiated instruction facilitated with animation of Indigenous knowledge and learner centeredness, inclusiveness training for the personnel, and inclusive community events, and counseling specifically for Aetas.

Approaches for improving sexuality and sexual health care in mental health settings: A qualitative study exploring clinicians' own perspectives.

There is an acknowledged professional practice gap regarding sexuality and sexual health related needs within mental health settings in Australia and internationally. Yet little is known about how clinicians can be best supported or enabled to improve sexuality-related practice, from their own perspective. This is important, given the sensitive and complex nature of sexuality and sexual health within the context of mental distress and service provision. This article reports a follow-up study, where mental health clinicians who participated in an initial study were invited to reflect on and discuss the (finalized) results and recommendations generated. The aim was to generate insights into the tools, strategies, and approaches participants felt would best equip and support clinicians to better incorporate sexuality and sexual health into their work. Six clinicians from three disciplines (mental health nursing, psychology, and psychiatry) participated in in-depth interviews to reflect on a plain language summary of the initial study. Three interconnected themes were generated via reflexive thematic analysis: (1) access to knowledge and information; (2) support from peers, senior colleagues, and workplaces; and (3) enacting a focus on sexuality-related care. These findings provide valuable insights into how clinicians may want to be supported in relation to (improving) their sexuality-related practice. The analysis also demonstrates the importance of a multifaceted approach to improving sexuality-related care in mental health and other health settings. This knowledge will contribute to directing future research and development of interventions, tools, strategies, or other approaches to this end.

Street Doctors Northern Ireland: A mixed-method process and impact evaluation of a youth violence reduction intervention

Community violence is an enduring challenge that disproportionally affects youth. This is particularly the case in post-conflict settings such as Northern Ireland. Evidence supported youth work interventions are an important yet under-evaluated area of violence prevention efforts. Youth work approaches have demonstrated significant utility in reaching those most at risk of violence related harm and have the potential to save lives. Street Doctors is a UK charity that seeks to empower young people affected by violence with the skills and knowledge to save lives. Despite burgeoning delivery across the United Kingdom, there has been a paucity of robust evaluations undertaken thus far. The present study reports the findings of a process and impact evaluation of Street Doctors during its pilot into Northern Ireland. The brief intervention was a highly acceptable, thus demonstrating its potential to be implemented within the context of routine youth service provision. Despite the favourable attitudes of participants, no effects were found. Practical implications are discussed.

Developing self-report disability questions for a voluntary patient registration form for general practice in Australia

ObjectiveThis article reports on research undertaken to develop self-report disability questions for a patient registration form that may be implemented in general practices across Australia as part of a voluntary patient registration program. MethodsThere were four research components: rapid review of approaches for capturing disability information; expert informant interviews (n=19); stakeholder consultation via virtual focus groups (n=65); and online survey (n=35). Findings from each component informed development of materials for subsequent components in an iterative research process. ResultsThree disability questions were developed: two alternative questions for identifying disability, conceptually aligned with the operational definition of disability in Australia’s national disability survey; one question to determine the patient’s disability group/s. ConclusionsKnowledge and perspectives from a variety of sources informed the development of self-report questions to identify patients with disability. Implementing these questions represents an opportunity to test new ways of capturing disability information suited to mainstream service provision contexts. It will be essential to evaluate the quality of the data produced during the initial period of implementation. Implications for Public HealthThe collection of self-report patient disability information within general practice, using standard and conceptually-sound questions, has the potential to support improved provision of health care to patients with disability.

Financing mental health services at Child Advocacy Centers for victims of child sexual abuse and their families

Child sexual abuse (CSA) is a significant public health concern and is associated with a multitude of negative health outcomes. A substantial body of research has shown that experiences of CSA increase risk for short-term and long-term negative sequelae across psychological, behavioral, physical, and biological domains. Mental health treatments have been effective at decreasing children's mental health symptomology after CSA and preventing future negative outcomes. Child Advocacy Centers (CACs) are a common entry point for children following disclosure of CSA and are intended to streamline services, promote collaboration, and increase accessibility of mental health services. CACs rely on the blending and braiding of multiple funding sources to provide mental health services. Yet, traditional funding mechanisms are insufficient to meet the mental health needs of this population. Specific barriers related to the current funding system and the community context of mental health service provision are discussed. The CAC model provides a unique opportunity to increase access to mental health services through innovative funding mechanisms. Recommendations for strengthening the CAC model through policy research and advocacy are provided. • CACs are a common entry point for children after disclosure of child sexual abuse. • Existing funding mechanisms do not meet the mental health needs of this population. • Complexities and requirements of third-party billing are a barrier to services. • Community capacity for evidence-based trauma-informed services is limited. • CACs can increase access through innovative policy, research, and advocacy.

Validity and Reliability of a Fine Motor Assessment for Preschool Children

Due to the lack of tools that can be easily used by practitioners, there is a need to develop acceptable embedded ways to assess children’s fine motor skill development within early childhood education and care settings. This study examined the validity and reliability of a brief and ecologically valid fine motor assessment tool for preschool-aged children; the fine motor growth assessment (i.e., FINGA). Children’s fine motor performance on FINGA was compared with widely-used and validated performance-based (Peabody Developmental Motor Scales 2nd edition) and informant-based (Ages and Stages Questionnaire 3rd edition) fine motor assessments. Ninety-one children [mean age (y) ± SD = 4.50y ± 0.68] were assessed within seven early childhood education and care services in New South Wales, Australia. Exploratory factor analyses (EFA) and linear regression analyses showed that FINGA had good internal consistency (EFA of 73%) and age sensitivity (Bstd = 0.69, p < 0.001), and bivariate correlation analyses demonstrated good concurrent validity (rs from 0.69 to 0.84, ps < 0.001) against the two comparison assessments. Because of its brevity and ecological validity, the FINGA tool should be further examined as a routine fine motor skills assessment administered within the context of universal early childhood education and care service provision.

Approximating the Length of Vehicle Routing Problem Solutions Using Complementary Spatial Information

Accurately estimating the length of Vehicle Routing Problem (VRP) distances can inform transportation planning in a wide variety of delivery and service provision contexts. This study extends the work of previous research where multiple linear regression models were used to estimate the average distance of VRP solutions with various customer demands and capacity constraints. This research expands on that approach in two ways: first, the point patterns used in estimation have a wider range of customer clustering or dispersion values as measured by the Average Nearest Neighbor Index (ANNI) as opposed to just using a Poisson or random point process; second, the tour coefficient adjusted by this complementary spatial information is shown to exhibit statistically more accurate estimations. To generate a full range of ANNI values, point patterns were simulated using a Poisson process, a Matern clustering process, and a simple sequential inhibition process to obtain random, clustered, and dispersed point patterns, respectively. The coefficients of independent variables in the models were used to explain how the spatial distributions of customers influence the VRP distances. These results demonstrate that complementary spatial data can be used to improve operational results, a concept that could be applied more broadly.

Co-designing a methodology for workforce development during the personalisation of allied health service funding for people with disability in Australia

BackgroundInternationally, health and social services are undergoing creative and extensive redesign to meet population demands with rationed budgets. This has critical implications for the health workforces that serve such populations. Within the workforce literature, few approaches are described that enable workforce development for health professions in the service contexts that emerge from large scale service redesign in times of industry shift. We contribute an innovative and robust methodology for workforce development that was co-designed by stakeholders in allied health during the personalisation of disability funding in Australia (the introduction of the National Disability Insurance Scheme).MethodsIn the context of a broad action research project, we used program logic modelling to identify and enact opportunities for sustainable allied health education and workforce integration amidst the changed service provision context. We engaged with 49 industry stakeholders across 92 research engagements that included interviews (n = 43), a workshop explicitly for model development (n = 8) and a Project Advisory Group (n = 15). Data from these activities were inductively coded, analysed, and triangulated against each other. During the program logic modelling workshop, we worked with involved stakeholders to develop a conceptual model which could be used to guide trial and evaluation of allied health education which was fit-for-purpose to emerging workforce requirements.ResultsStakeholder interviews showed that drivers of workforce design during industry shift were that (1) service provision was happening in turbulent times; (2) new concerns around skills and professional engagement were unfolding for AHP in the NDIS; and (3) impacts to AHP education were being experienced. The conceptual model we co-designed directly accounted for these contextual features by highlighting five underpinning principles that should inform methodologies for workforce development and AHP education in the transforming landscape: being (1) pedagogically sound; (2) person- or family-centred; (3) NDIS compliant; (4) informed by evidence and (5) having quality for all. We use a case study to illustrate how the co-designed conceptual model stimulated agility and flexibility in workforce and service redesign.ConclusionsProactive and situated education of the emerging workforce during policy shift is essential to realise future health workforces that can appropriately and effectively service populations under a variety of changing service and funding structures – as well as their transitions. We argue that collaborative program logic modelling in partnership with key stakeholders including existing workforce can be useful for broad purposes of workforce (re)design in diverse contexts.

The Clinical Challenges Experienced by New Graduate Occupational Therapists: A Matrix Review.

The transition from student to new graduate occupational therapist is recognized as stressful. Current literature has not specifically drawn together the challenges new graduates face when learning to work with clients. This review aimed to synthesize common challenges that new graduate occupational therapists face when working with clients. Searches of online scholarly databases located research articles. Content related to working with clients in practice was charted using the Matrix Method. From 21 articles, four categories of challenges were identified: "reasoning and decision-making," "using knowledge and skills in practice with clients," "the context of service provision," and "managing caseload and priorities." "Having self-doubt" was a theme that pervaded the data. New graduates often do not feel fully prepared for all aspects of occupational therapy practice. As they may not have access to substantial workplace support, exploring personal resources and professional support may assist this challenging transition.

Enclaves in the clouds

Trusted Execution Environments ('TEEs') or 'secure enclaves' aim at enabling more secure computation and data management. There is much enthusiasm for this technology, not least as we see increasing legal and regulatory attention on issues of security, privacy, and data management and use. With cloud providing the infrastructure for underpinning applications, data processing and analytics/ML, access to enclaves and enclave-backed technologies are increasingly being offered by service (cloud) providers - with the technology described as enabling confidential computing . This paper provides a high-level overview of the common security properties provided by enclaves, and considers how such technology, in being offered by cloud providers, relates to organizational legal and regulatory concerns. Focusing on data protection regulations, we explore the aspects of TEEs that might assist compliance, and who stands to benefit from the deployment of such technology in a service provision context.

Labor Trafficking in Missouri: Revelations from a statewide needs assessment

ABSTRACT Knowledge about labor trafficking (LT) lags behind extant understanding about sex trafficking due to the ability of LT to exist within legal frameworks, and it impacts some of the most oppressed and marginalized groups of people within our society. While the anti-trafficking movement is developing better understanding about LT broadly, nuances around the regions and industries in which LT exists, and the unique needs experienced by survivors have yet to be fully explored. Through an electronic survey a statewide needs assessment and count study was conducted. Of the 107 total service provider respondents, three indicated having worked only with LT survivors and 13 providers indicated they served survivors with both labor and sex trafficking experiences. These 16 providers indicated they had served 20 labor trafficking only and 53 labor/sex trafficking survivors in the prior 12 calendar months. Respondents provided unique insight about the types of LT victimization survivors had experienced in this small mid-western state as well as unique needs among this population. Implications of these insights are discussed within the context of service provision and policy.

The professional contribution of chiropractors to Danish elite football clubs: a qualitative exploration of role and perceived value in an interprofessional service provision context

BackgroundInterprofessional team-based care has been widely adopted in elite level athletic health and performance practice. Chiropractors can claim some penetration as health care service providers in high level sport. However, their position as valued members of interprofessional health care teams, especially those built around traditional medical organisational structures, is unclear. This investigation sought to explore the perceived role and value of chiropractors as service providers in elite Danish football clubs.MethodsA comparative qualitative case study was conducted. Six Danish premiere league (Superliga) clubs were purposively sampled to compare and contrast instances where chiropractors were both present and absent from the health care team. Triangulated responses were solicited from healthcare coordinators, chiropractors and athletes within each club’s organization through semi-structured individual interviews. The audio-recorded responses were transcribed verbatim and thematically analyzed using a framework approach.ResultsData were collected September and November 2019. A coding framework of 14 codes and 4 code families emerged, centering around the role of chiropractors, benefits of utilizing chiropractic care and facilitators and barriers to interprofessional practice. From this framework, three themes were abstracted, these being: “Broadening horizons”, “In-house preferred to take-away” and “Already covered, or even necessary?”ConclusionIn this practice context, chiropractors fill the role of musculoskeletal health care service providers. Their perceived value stems from additional expert disciplinary knowledge, improved diagnostic triage and increased treatment flexibility. However, where not utilized, the role of a spinal health expert is questioned and when acknowledged, is limited to that of a technician/therapist. It is unclear from this investigation whether chiropractors can claim core provider status. Further exploration of this interesting context of interprofessional practice is warranted.

Counting the cost: Coping with tariff increases amidst power supply shortfalls in urban households in Ethiopia

Although affordability is important, people do not need to be money poor to experience energy deprivation. This paper examines how an electricity tariff increase affects household energy consumption by situating the price change within the broader context of energy service provision in Ethiopia. We place households’ lived experience in interaction with the institutional and infrastructural dynamics that constitute the energy sector in Addis Ababa to observe how the price increase intersects with service provision. Since the tariff increase was implemented, households have changed their daily routines to control cost. Our findings show that energy consumption behaviour is also shaped by service-related inadequacies (unreliable supply and frequent power outages). However, families coping capacity (to the tariff increase and power supply shortfalls) is undermined by an energy market that is rife with information asymmetries and uncertainties. Thus, although socioeconomic factors underpin the energy insecurity households experience, inadequate supply, and diminishing confidence in service providing institutions appears to heighten their vulnerability. The paper argues that while the price change has an overall effect on consumption, its impact needs to be seen within the context of its systemic interaction with the broader energy governance and service delivery challenges.

Analyzing dynamic capability in teamwork

PurposeThis study aims to analyze the relationship between the intrinsic characteristics of the teams that perform specialized industrial services in multi-units and dynamic capability.Design/methodology/approachThis study was developed from a survey conducted in 188 multi-unit industrial service providers and data were analyzed using the structural equation modeling technique of partial least squares.FindingsThe results indicate the two constructs act differently on dynamic capability. While the infrastructural construct influences the capability of knowledge absorption, generation and adaptation, the construct related to the willingness to share and integrate knowledge has a positive impact on the capability of knowledge generation and storage.Research limitations/implicationsThis research is limited by the choice of only one industrial sector – in the case of this study, the service industry. Future studies will include other industries and a more diverse sample of firms.Originality/valueThis research analyzes the process of dynamic capability development in the context of multi-unit service provision. The context of multi-unit industrial service provision is peculiar when compared to other organizations. In the context, knowledge is absorbed, generated and adapted by individuals organized into teams that work in customer’s units. Service providers play a key role in the development of dynamic capabilities regarding knowledge storage, acting as knowledge repositories.

Investigating the influence of performance measurement on learning, entrepreneurial orientation and performance in turbulent markets

PurposeThis study aims to examine how comprehensive performance measurement systems (CPMS) influence entrepreneurial orientation, market-focussed learning (MFL) and employees’ perceptions of firm performance within a service-provision context. It also considers the moderating effect of low and high levels of perceived market-turbulence (low-turbulence environments [LMT] vs highly turbulent environments [HMT]) on the relationships between these concepts.Design/methodology/approachPLS-SEM was used to test the hypothesised relationships using survey responses from 198 employees of a leading multi-branch travel agency in Iran.FindingsThe findings demonstrate that CPMS positively influence MFL and, in doing so, have a positive effect on perceptions of firm performance. However, the findings also suggest that CPMS negatively influence entrepreneurial orientation, and therefore can also negatively influence perceptions of firm performance. Further, the relationships between CPMS, entrepreneurial orientation, MFL and firm performance are stronger for HMT when compared to LMT for all relationships.Practical implicationsIndustry managers should adapt their CPMS to include measures specific to intra-organisational entrepreneurship and innovation and should pursue greater understanding of changing customer preferences.Originality/valueThis study highlights the importance of MFL as a means of avoiding the negative impact of underdeveloped market research on performance in the turbulent Iranian context. Contrary to previous literature, it provides an example of how CPMS can negatively influence entrepreneurial orientation in such environments.

'Drug adherence levels are falling down again': health worker perceptions of women's service utilization before and after integration of HIV/AIDS services into general care in India.

Integrated models of HIV/AIDS service delivery are believed to have advantages over stand-alone models of care from health planners' and providers' perspectives. Integration models differ, yet there is little information about the influence of differing models on workers' beliefs about models' efficacy. Here, we examine the effect of integration of HIV care into the general health system in India. In 2014, India replaced its stand-alone model of HIV service delivery-Community Care Centers (CCCs)-with a purported integrated model that delivers HIV medical services at general hospitals and HIV psychosocial services at nearby Care and Support Centers (CSCs). We examine 15 health workers' perceptions of how change from the earlier stand-alone model to the current model impacted women's care in a district in Uttar Pradesh, India. Results indicate that (1) Women's antiretroviral (ART) adherence and utilization of psychosocial support service for HIV/AIDS suffered when services were not provided at one site; (2) Provision of inpatient care in the CCC model offered women living in poverty personal safety in accessing HIV health services and promoted chances of competent ART usage and repeat service utilization; and (3) Although integration of HIV services with the general health system was perceived to improve patient anonymity and decrease chances of HIV-related stigma and discrimination, resource shortages continued to plague the integrated system while shifting costs of time and money to the patients. Findings suggest that integration efforts need to consider the context of service provision and the gendered nature of access to HIV care.

Participation in Practice: A Case Study of a Collaborative Project on Sexual Offences in South Africa

In this article we critically reflect on ‘feminist research methods’ and ‘methodology’, from the perspective of a feminist research unit at a South African university, that explicitly aims to improve gender-based violence service provision and policy through evidence-based advocacy. Despite working within a complex and inequitable developing country context, where our feminist praxis is frequently pitted against seemingly intractable structural realities, it is a praxis that remains grounded in documenting the stories of vulnerable individuals and within a broader political project of working towards improving the systems that these individuals must navigate under challenging social and structural conditions. We primarily do this by working with non-governmental organisations (NGOs) providing gender-based violence services in research conceptualisation, design and implementation. This raises unique and complex questions for feminist participatory research, which we illustrate through a case study of collaborative, participatory research with NGOs to improve health and criminal justice outcomes for survivors of sexual violence. Issues include the possibility of good intentions/good research designs failing; the suitability of participatory research in sensitive service provision contexts; the degree(s) of engagement between researchers, service providers (collaborators/participants) and research participants; as well as our ethical duties to do no harm and to promote positive, progressive change through personal narratives and other forms of evidence. Given the demands of our context and these core issues, we not only argue that there are no ‘feminist methods’, but also caution against the notion of a universal ‘feminist methodology’. Whilst we may all be in agreement about the centrality of gender to our research and analysis, the fundamental aims and assumptions of mainstream (Western) feminist approaches do not hold true in all contexts, nor are they without variance in mode, ideal degrees of participation and importance to social context.

Employing proactive interaction for service failure prevention to improve customer service experiences

PurposeServices marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics.Design/methodology/approachThe study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting.FindingsThe findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive.Originality/valueThe research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.