Service Recipients Research Articles

Instilling the core tenets of hospitality in healthcare services: The role of service assurance and social presence

The rising elderly population around the globe together with an improved life expectancy is driving demand for effective healthcare. As healthcare technologies become increasingly innovative, various types of connected devices have been developed in order to provide high-quality healthcare services. The research question of this study is whether the presence of such devices and perceived assurance affect the satisfaction of the health service recipient. This study focuses on homecare services for elderly people and explores the effect of social presence by machines vs. humans and service assurance by machines vs. humans on customer satisfaction. This study found that using connected devices does not significantly impact customer satisfaction with the healthcare service provider. The findings of this study highlight the importance of perceived service assurance levels as well as social presence delivered by humans for homecare services.

Evaluation of Patient Data Protection in the Implementation of the E-Health Program in the City of Surabaya

The city of Surabaya has implemented the e-health program since 2014. Protection of patient data is the most important aspect in evaluating e-health health programs. The research objective is to analyze the evaluation of patient personal data protection in e-health programs. The research method uses descriptive qualitative with a case study research strategy. Data collection techniques used a mixed-method approach. The research results show that the protection of patient data in the implementation of the E-Health Program in the city of Surabaya is reviewed from indicators (1). Guarantee of Patient Data Confidentiality service recipient version; (2). E-Health Application Security; (3). Efforts to Convince Users in Using E-Health; (4). E-Health Service Application Security from Irresponsible Parties; (5). Patient Personal Data Guarantee program implementation version.

Settlement of Defaults in the Implementation of Agreements for the Use of Mapping Services with Drones on Mapping Services Drones Indonesia (MSDI)

In general, natural human needs are divided into two, namely primary needs and secondary needs. Primary needs are absolute basic needs such as clothing, food and shelter. Meanwhile, secondary needs are needs related to creating a prosperous life such as economic needs. One form of welfare life created by humans is technology. Technology is a concept related to the type of use and knowledge of tools and skills. Various business people utilize technology as a business field, one of which is Mapping Services Drone Indonesia (MSDI). MSDI uses drone technology to provide mapping services. In the transaction between business actors and clients, an agreement arises. Therefore, researchers are interested in discussing two formulations, namely: 1) how is the concept of drone agreement standards in providing balance for various parties? 2) How is the default settlement procedure in the implementation of the agreement on the use of mapping services with drones at Mapping Services Drone Indonesia (MSDI)? This research uses normative legal research methods, namely collecting and analyzing secondary data using secondary data sources only, namely books related to the problem, related laws and regulations, related court decisions, legal theories and relevant scholars' doctrines, and case studies related to legal issues. Although this type of research is normative law, this research also uses purposive sampling technique, which is one of the sampling methodologies used in research to achieve research objectives. The purposive sampling technique used in the research is obtained from Mapping Services Drone Indonesia (MSDI). The theories used are the theory of responsibility and the theory of legal protection. Based on the results of the analysis, it can be concluded that the agreement provided by the service provider / MSDI to the service recipient / client has fulfilled the principle of balance, such as the rights and obligations of each party, the payment system, and an explanation of risk sharing. This avoids conflicts of interest or possible risks in the future. In the context of the agreement, default resolution can be done in non-litigation or litigation. However, until now the default settlement can still be resolved in a non-litigation / peaceful manner.

Policy Forum: Canada's Proposed Cryptoasset Legislation

Cryptoasset miners verify and record transactions, maintaining the integrity and security of the blockchain network. The Department of Finance ("Finance") has recently proposed new Excise Tax Act (ETA) provisions regarding the goods and services tax (GST)/harmonized sales tax (HST) treatment of crypto mining. Under these proposed provisions, crypto mining activities provided to anonymous recipients will not be subject to GST/HST, but the crypto miners performing these activities will also not be eligible to recover any GST/HST paid on their business inputs (and thus will be forced to bear the brunt of the tax themselves). We believe that Finance's decision to tax what it can identify—the business inputs of Canadian crypto miners—is a roughly balanced but reasonable approach. Although Finance might be legitimately criticized as departing from Canada's decision to eliminate the cascading of tax found in the former origin-based federal sales tax, it seems impossible to administer a destination-based transactional tax such as the GST/HST when faced with "anonymous" recipients (the users of the crypto miner's services). Finance appears to have minimized the cascading of tax by including a carve-out for identifiable recipients of a crypto miner's services, allowing the regular zero-rating rules in the ETA to apply in limited circumstances. In the face of utter uncertainty, Finance's reactive approach is likely the best that it can do. Given the rapid evolution and inherent decentralization of the crypto space, a more broadly based proactive approach would seem imprudent at this time.

Patient Satisfaction in the Inpatient Room of the Management Board of Arifin Nu'mang General Hospital

Patient satisfaction with the health services provided is influenced by satisfaction with services (medical, nursing, nutrition, laboratory, radiology, administration), environment and facilities available. The better the health services provided by a hospital, the more satisfying the patient as a service recipient is expected, although basically client satisfaction with the services provided is a subjective value of the quality of service provided and received by the client. Although this subjective value is strongly influenced by various factors, client satisfaction will still be based on the truth and objective reality experienced by clients when receiving services at the Hospital. The purpose of this study is to determine the factors that affect patient satisfaction in the inpatient room of the Arifin Nu'mang General Hospital Management Agency.
 The type of research used is descriptive research, which explains something or some circumstances (Azwar & Prihartono, 2013). This study uses a cross sectional design that reveals the relationship between the independent variable and the dependent variable (Nursalam & Pariani, 2001). This study was conducted to see Analyst factors affecting patient satisfaction in the inpatient room of Arifin Nu'mang Regency General Hospital Management Agency. The result is After data collection and analysis of existing data, it can be seen that in general patients in the Inpatient Room of the Management Board of the Arifin Nu'mang General Hospital said they were satisfied with the services provided. This can be seen in the data that 90% of respondents said they were satisfied and only 10% were not satisfied. The conclusion of this study is that there is a significant relationship between hospital services and patient satisfaction in the inpatient room of Arifin Nu'mang General Hospital Management Agency.

Integrated Administrative Service Quality In Bantan District Bengkalis Regency (Study Of E-KTP Management)

District Integrated Services provides e-KTP Management services. Districts play a roles in providing satisfactionto recipients of e-KTP management services However, in reality there are still many people who are still not satisfied with the achievement of the completion time for the services provided. The purpose of this study was to determine the Qualityof Integrated Administration Services in Bantan District, Bengkalis Regency (E-KTP Management Study) and to determine the inhibiting factors of the Integrated Administration Service Quality in Bantan District, Bengkalis Regency (E-KTP Management). learn). The research method used is a quantitative method with data collections techniquesthrough observation, questionnaires, interviews and documentation. Discussion on the Quality of IntegratedAdministrative Services in Bantan regency, Bengkalis regency in the management of E-KTP has not been implementedbased on standards operating procedures. so that it has not provided satisfactory achievements for the community.Conclusion the Quality of Integrated Administrative Services in Bantan regency, Bengkalis Regency in the managementof E-KTP has been implemented but has not been implemented optimally in accordance with Standard Operating Procedures starting from the completion of the time for making E-KTP. This is due to a lack of personnel and supporting infrastructure in providing services. Researcher's suggestion is that Kelurahan Officers in managing E-KTP should increase the number of officers in providing services and cooperate with officers and provide service support facilities in order to achieve maximum service.

Improving the Regulation of the Carrying out of Public Functions and the Provision of Public Services in the Context of the Digitalization of Public Administration

The article is devoted to the study of the issues of regulation of the carrying out of public functions and the provision of public services in the context of the digitalization of public administration and the identification of ways to improve it. The author substantiates the relevance and significance of the research topic. A brief description of the formation and development of the institution of administrative regulations in the Russian Federation is given, their tasks are indicated. The current problems and barriers that impede the development of the institution of regulation of carrying out of public functions and the provision of public services in the new digital reality and, accordingly, ensuring the required level of fulfillment of the social request for such services are clarified. As a corrective (improving) measure, it is proposed to develop a unified legislation (regulatory legal act) on administrative procedures, leveling the shortcomings of this institution, based on the principles of human-centricity and client-centricity (the concept of organization development to meet the interests and needs of the client), taking into account the interests of all population groups. It is concluded that by now there is a need to minimize the dependence of the rights of recipients of public services and the rational organization of electronic document management on the discretion of departments and their desire to ensure the integration of procedures for the provision of public services and the legal registration of private procedures, thereby confirming the relevant guarantees of the state in the specified single legislative act. It is clarified that all this will contribute to the improvement of the regulation of carrying out of public functions and the provision of public services, taking into account the trends and prospects for the digitalization of public administration in general, and, accordingly, the uniform digitalization (digitization) of administrative procedures in all areas where public administration is carried out.

People with memory illnesses and their spouses as actors in the hybrid care model

Objective: The study analysed how its participants positioned themselves and other people as actors in daily life, and what matters they portrayed as meaningful in seeking and receiving support in daily life.Background: Family care has traditionally played an important role in elder care in Finland. Current policy goals will further increase the importance of family care, yet research on how people with memory illnesses and their spouses perceive care arrangements is scarce. Method: The study drew from theory of relational agency and positioning theory. The data came from semi-structured, in-depth interviews (10) of home-dwelling people diagnosed with a memory illness and their spouses. The interviewees’ age varied from 62 to 88. The analysis focused on the participants’ self-descriptions and descriptions of their experiences and actions in relation to informal and formal care arrangements. Results: The participants with a memory illness positioned themselves together with their spouses as a couple, as satisfied service recipients, as active and knowledgeable service users, or even as consumers who critically evaluated social and health care services. People with memory illnesses are capable of expressing their self-reflexive agentic self and adopting different positions to that of a person with dementia. Conclusion: There is need to better acknowledge agency of people with memory illnesses and to develop different data collection and analysis methods that enable them to convey their views.

Development of a patients’ satisfaction analysis system using machine learning and lexicon-based methods

BackgroundPatients’ rights are integral to medical ethics. This study aimed to perform sentiment analysis and opinion mining on patients’ messages by a combination of lexicon-based and machine learning methods to identify positive or negative comments and to determine the different ward and staff names mentioned in patients’ messages.MethodsThe level of satisfaction and observance of the rights of 250 service recipients of the hospital was evaluated through the related checklists by the evaluator. In total, 822 Persian messages, composed of 540 negative and 282 positive comments, were collected and labeled by the evaluator. Pre-processing was performed on the messages and followed by 2 feature vectors which were extracted from the messages, including the term frequency–inverse document frequency (TFIDF) vector and a combination of the multifeature (MF) (a lexicon-based method) and TFIDF (MF + TFIDF) vectors. Six feature selectors and 5 classifiers were used in this study. For the evaluations, 5-fold cross-validation with different metrics including area under the receiver operating characteristic curve (AUC), accuracy (ACC), F1 score, sensitivity (SEN), specificity (SPE) and Precision-Recall Curves (PRC) were reported. Message tag detection, which featured different hospital wards and identified staff names mentioned in the study patients’ messages, was implemented by the lexicon-based method.ResultsThe best classifier was Multinomial Naïve Bayes in combination with MF + TFIDF feature vector and SelectFromModel (SFM) feature selection (ACC = 0.89 ± 0.03, AUC = 0.87 ± 0.03, F1 = 0.92 ± 0.03, SEN = 0.93 ± 0.04, and SPE = 0.82 ± 0.02, PRC-AUC = 0.97). Two methods of assessment by the evaluator and artificial intelligence as well as survey systems were compared.ConclusionOur results demonstrated that the lexicon-based method, in combination with machine learning classifiers, could extract sentiments in patients’ comments and classify them into positive and negative categories. We also developed an online survey system to analyze patients’ satisfaction in different wards and to remove conventional assessments by the evaluator.

Disrespect and abuse in maternity care in a low-resource setting in Tanzania: Provider's perspectives of practice.

Globally, women experience disrespectful and abusive care from maternity healthcare providers at health facilities, committed intentionally or unintentionally, particularly during labor and delivery. Disrespectful care affects women's childbirth experience and birth outcomes. This study used a descriptive qualitative design to obtain thick and rich data on disrespect and abuse in maternity care in a low-resource setting in Tanzania. Three days workshop was conducted at the Aga Khan University comprising maternity healthcare providers from diverse settings. The workshop was designed based on the existing evidence and anecdotal data and inspired by the authors' experiences of disrespectful and abusive care (stereotyping clients, not listening to client's/relatives' concerns, unconsented care) as a client, relative, or observant of colleagues. The targeted audience was maternity healthcare providers from public and private health facilities in the Dar es Salaam region. Data collection encompassed individual responses (reflection of practice) obtained by individuals, anonymously written reflections of practice, and compiled notes from group discussions. Data were analysed thematically guided by six steps described by Braun and Clerk. A total of 80 maternity healthcare providers participated in the workshop from various health facilities, including dispensaries (n = 25), health centres (n = 2), and hospitals (n = 3) located in semi-urban Dar es Salaam. Four main themes were identified from the data: Physical and verbal abuse; Lack of professional ethics and integrity; Vulnerable working environment; Abuse and disrespect to care providers. In addition, several sub-themes were identified within these themes: Harsh and abusive language; Beating/slapping/pinching of the mother in labor; notably, Junior midwives also disrespected and abused women; Lack of privacy and confidentiality; Poor communication; No consent for maternity healthcare procedures; Lack of courtesy and poor interpersonal skills; and, negligence of care and woman's needs. The actions of disrespect and abuse are alarming in practice and are associated with ignorance of fundamental human rights by both providers and recipients of services. Conducting workshops seems a useful approach to revealing disrespect and abuse deep-rooted in practice and provides an opportunity to rectify the problem with providers. A more extensive interventional study will be crucial to address the widespread actions of disrespect and abuse.

Anticipation dialogs in Vermont's system of mental healthcare: Sustaining the growth of a dialogic practice culture.

Open dialog is both a therapeutic approach and a way of organizing the system of mental healthcare that has been evolving in Finland since the 1980s. In Vermont, over the last decade, there has been an organic statewide effort to begin to integrate dialogic principles into the public system of mental healthcare. Because of the organic nature of these initiatives, there have not been coordinated systemic changes to support dialogic practices. To learn what visions participants in dialogically informed practice contexts have for the future as well as what structural innovations would support these visions anticipation dialogs were offered at three dialogically informed community mental health centers and one public psychiatric. The anticipation dialog was developed in Finland during the late 1980s to aid stuck professional and social networks in finding ways to move forward looking back from an imagined positive future. Twenty-seven multidisciplinary staff members and one service recipient participated in the dialogs. The authors conducted a multi-step process of thematic discourse analysis of all 4 anticipation dialogs. Findings underscore dilemmas entailed in growing a dialogic practice system, including the toll systemic uncertainty takes on workers in the system and the simultaneous pull to offer some amount of open-endedness to the system change process in the spirit of inclusiveness, mutual trust, democracy, and reducing hierarchy. Other key findings influencing sustainability of dialogic practices in community mental health include integrating dialogic work into roles rather than adding them to existing responsibilities. Our experiences indicate that anticipation dialogs may be a way of conducting systemic research that contributes to the forward momentum of system innovation. Offering a greater length of time for organizational anticipation dialogs would be valuable, as would centering the voices of clients and their networks.

Referral System Challenges of the Family Physician Program in Iran: A Systematic Review.

Iran has implemented the Family Physician Program (FPP) in 2005 in 4 provinces. This program was supposed to be expanded across the country; however, it faced various challenges. Considering the impact of the referral system on the quality of the FPP implementation, different studies were conducted to evaluate the performance of this system. Therefore, this systematic review of the literature was conducted to investigate the challenges of the referral system of the FPP in Iran. All published original articles, reviews, or case studies published in English or Persian related to the challenges in the referral system FPP in Iran from 2011 to September 2022 were included in this study. International credible scholarly databases were searched. The search strategy was defined based on keywords and the search syntax. Out of 3910 articles identified by the search strategy, considering the inclusion and exclusion criteria and relevance of the study, and accreditation of the studies, 20 studies were included. The referral system suffers from different challenges in the areas associated with policy and planning, management, referral process, and health service recipients. The inefficient gatekeeping role of family physicians was one of the most important challenges of the referral system. The referral system should be improved by having evidence-based guidelines and policy documents, unified stewardship, integrated insurance schemes, and effective communication between different levels of care.

Health Outcomes of Children Living in Out-of-Home Care in Metropolitan Western Australia: A Sequential Mixed-Methods Study—A Protocol Paper

The research protocol described aims to examine and establish the health outcomes of children and young people living in Out-of-Home Care (OOHC) in Perth, Western Australia (WA) from the perspective of the care recipients and service providers. A Study Advisory Panel (SAP) will be established comprised of Aboriginal Elders (because of the over-representation of Aboriginal children in OOHC), health professionals and other relevant stakeholders to help co-design all phases of the study. Mixed methods will be used in data collection and analysis. In the quantitative phase, it is proposed to collect retrospective data from three WA Department of Communities (DOC) districts. The data proposed to be collected includes: the number of children who received initial and annual health assessments, the health needs identified, and interventions put in place to address these needs. The qualitative phase will consist of interviews with service recipients (young people who have exited OOHC and Carers), health service providers (Community Health Nurses, School Nurses, General Practitioners and Paediatricians) and OOHC Case Workers. The research will provide an overview of the current health needs of children and young people in OOHC in WA and the perspectives of these young people, their Carers and service providers on current processes for accessing healthcare. It is anticipated that the study will provide valuable evidence for quality improvement in health service delivery to better meet the health needs of children and young people in OOHC.

Implementation Of Protocol Services In Supporting The Activities Of The Enrekang Regent

The purpose of this study was to find out the efforts of the Enrekang Regency government in maximizing protocol aspects to succeed in every activity and an official event of the 2022 Enrekang Regent. The research method is to use a mixed methods approach. The research population is the recipients of protocol services. The research sample found as many as 78 respondents. The research results show that resources, mandates, and protocol functions are crucial aspects in the implementation of protocol services in supporting the activities of the Regent of Enrekang. Nonetheless, this study found the assessment results on the implementation identified as less than optimal. There are several influential aspects, including human resources issues, communication, and management of protocol activities. This tendency requires accommodative action, namely performance evaluation by the protocol leadership. Evaluation can be done to anticipate and minimize the same errors that may occur in the future. This is also necessary to continue to support every activity of the Regent of Enrekang.

The application of the services of the social security administration agency in Hospitals in the perspective of the national social security system

The relationship between the parties is a relationship based on law. Social security must cooperate with hospitals. Social security participants can use these hospitals under a tiered referral system, except in emergencies. This research examines the law conceptualized as norms or rules that apply in society by using a juridical approach through a statutory procedure, historical method, philosophical approach, and futuristic approach. Sources of data obtained using literature studies this literature study is carried out to find secondary data related to conceptions, theories, and opinions related to the problem under study. From the research, the state guarantees all cost difficulties, improves health services, and improves health status by implementing Universal Health Coverage. The ease of the treatment process using insurance is considered a significant benefit as a manifestation of the mandate of the Constitution. The guarantee of health costs for the community is realized in health financing. The government can also control the quality and cost of health organized by hospitals considering the impact received by the community as service recipients.

The obstetric and gynecological service providers’ and recipients’ perception and experience of the quality of obstetric triage services during the COVID-19 pandemic in Iran

BackgroundEnhancing the quality of obstetric triage services requires a clear perception of the current situations and problems, this issue gained more importance during the COVID-19 pandemic. The purpose of this study was to explore the obstetric and gynecological service providers’ and recipients’ perception and experience of the quality of obstetric triage services during the COVID-19 pandemic.MethodsThis research was a qualitative study carried out using conventional content analysis. Participants were selected through purposive sampling, and data collection was conducted using in-depth semi-structured interviews. Data were analyzed using MAXQDA software and conventional content analysis. Validity of the data was approved based on four criteria: credibility, dependability, conformability and transferability.ResultsFive themes emerged through analysis: “unpreparedness to deal with the COVID-19 resulting in disorganized triage”, “threat to the physical and mental health of personnel during the COVID-19 pandemic”, “degradation of the quality of services due to improper triage structure during the COVID-19 pandemic”, “communicating with patients which is neglected during the COVID-19 pandemic” and finally “accountability required to improve the provision of services during the COVID-19 pandemic.ConclusionObstetrics and gynecology service providers and recipients faced formidable challenges in the triage department during this pandemic caused by the complex and ambiguous nature of the Coronavirus. Identifying the problems, barriers and challenges in providing services to patients in this situation especially in triage, can lead to an improvement in the outcome of services.

Policymaker and Practitioner Perspectives and Insights from Colorado: An Interview with Dr. Ki’i Powell, Ian McMahon, Michael Martinez-Schiferl, Rebecca Balu, and Samantha O’Neill Dunbar

What are key barriers that prevent complementary safety net services? How are states and localities navigating those barriers? For policymaker and practitioner perspectives on these questions, we turned to experts in the Colorado Department of Human Services: Dr. Ki’i Powell, former director of the Office of Economic Security; Ian McMahon, director of the Division of Economic and Workforce Support; Michael Martinez-Schiferl, former operations manager in the Division of Economic and Workforce Support; Rebecca Balu, employment and training manager; and Samantha O’Neill Dunbar, budget and legislative manager in the Office of Economic Security. Colorado has sought to overcome administrative burdens by developing shared-eligibility systems that allow individuals to apply for multiple services through a common application process. This approach has enhanced user experiences from the perspective of service recipients, but it shifts administrative burdens to the implementing agencies, who face complex data demands arising from federal and state-level policy design and strained workforce capacities. Colorado’s experiences underscore how resolving administrative burdens depends on federal and state policy action above and beyond agency-level adjustments. The conversation, led by Susan Moffitt, occurred on November 29, 2022, and has been edited for length.

Promoting occupational justice policies in mental health organizations: A model based on the experiences of mental health rehabilitation consumers and employees

Introduction: Occupational justice (OJ) regards the human right to be engaged in meaningful life occupations (work, leisure, learning, house management etc.). It highlights the idea that all society members should be able to actively participate in all occupations as equals. Yet, people with mental health problems remain at the margins of society and struggle to fully participate in life activities. At the same time, such participation has been shown to lead to better functional abilities, higher quality of life, and better illness management among this population. It provides routine, connectedness, belonging, purpose, and identity. Moreover, impaired occupational participation due to mental health problems has resulted in functional impairment, symptomatic deterioration, loss of social roles, and a reduced sense of competence. Despite the importance of such participation, it is unclear in many mental health rehabilitation service organizations how to design policies that will achieve better occupational participation for their consumers.ObjectivesTo better understand the OJ concept and to create a conceptual model pertaining to the challenges and solutions, which may serve policy makers as a theoretical basis for enhancing OJ based policies.MethodsWe conducted a qualitative phenomenological study that included in-depth interviews with mental health rehabilitation consumers, to identify their experiences and perceptions in relation to OJ and focus groups with rehabilitation employees and managers. Data analysis was a multi-staged process using a systematic and inductive procedure.ResultsBased on our analysis, the three key themes clarifying the interviewees’ experiences with the OJ concept were a) the importance of and barriers for achieving meaningful participation, b) the required resources for implementing OJ, and c) principles for practice. These elements comprise a holistic OJ construct, affording a practical understanding of what a service that implements OJ means. Such a service would use the resources and practices discussed in this study and address meaningful participation as the desired outcome to achieve.ConclusionsUnlike other forms of justice, OJ emphasizes the need for flexible and tailor-made services that address the consumer’s changing needs and circumstances. It considers the consumers’ role as active rather than passive service recipients. Recently, the fields of health and rehabilitation have increasingly acknowledged the importance and applications of involving consumers. Their genuine involvement would enhance OJ and provide a basis for more accurate assessments and customized interventions.Disclosure of InterestNone Declared

On the question of the quasi-consumer character of the relationship relating to the provision of administrative services in the field of construction

In the article, the author examines the problems of digitalization of public services from the point of view of their consumer nature. The author singles out the signs of consumer relations through the prism of administrative services in the field of construction at the current stage of digitization of the provision of such services and the development of the concept of the service state, which is defined through the interaction of institutions of public authority and society, which is based on the effective provision of public services, the possibility of delegating functions for the provision of public services private sector.
 The author points to a certain similarity of the concept of service within the framework of public service activities and civil legal relations, which allows us to further determine the possibility of extending the protection of consumer rights (or its components) to administrative relations in the field of construction.
 In the article, the author characterizes such signs of consumer relations that are inherent, including, in administrative relations in the field of construction (voluntary nature (purpose), sphere of protection of public interests, reasons for their occurrence, payment, list of specific rights and responsibilities of the consumer). Regarding some of them, the author makes a reservation, taking into account the specifics of the researched services.
 The author demonstrates the servility or a certain client-orientation of the state through the prism of the consumer nature of such relations through the prism of the social orientation of its goals, effectiveness for the object of management, the effectiveness of administrative services, the transparency of administrative procedures, the creation of comfortable conditions for receiving such services.
 The author justifies that a feature of the public service state in the context of the consumer nature of administrative services should be the introduction of standards and regulations for the provision of public services, the use of "one (or single) window" technology when interacting with the state. In addition, certain norms of legislation on the protection of consumer rights should find their place in the legislation on administrative services in terms of information about them and their quality, as well as, probably, ways of protecting the recipients of such services as a potentially weaker side of the legal relationship compared to the state system.
 The author notes the impossibility of a full comparison of the researched relations with consumer relations, since the legislation on the protection of consumer rights regulates a special circle of relations that applies exclusively to subjects of entrepreneurial activity and consumer-individuals, and administrative services in the field of construction, in turn, in the predominant most of them are provided by subjects of authority, and the recipients of such services are both natural and legal entities. The author concludes that it should be about quasi-consumer relations, taking into account their content and purpose.

Peran Kepemimpinan Kepala Desa Dalam Pemberian Pelayanan Publik Dan Tantangannya Pada Era Revolusi Industri 4.0 (Desa Gandasuli Kabupaten Halmahera Selatan)

The purpose of this study was to determine the leadership role of the Village Head in providing public services and the challenges in the industrial revolution 4.0 era in Gandasuli Village. Researchers use indicators of motivators, facilitators and mobilizers to determine the leadership role of the Village Head in providing public services, while the challenge is that researchers use indicators of support, capacity and value. This research uses descriptive qualitative method, and the data analysis used is an interactive model starting from reduction, data presentation and verification/conclusion.
 The results of this study indicate that the leadership role of the Village Head in providing public services with the role of motivator, facilitator and mobilizer has not been maximized. Meanwhile, the challenge of providing public services in the era of the industrial revolution 4.0 in Gandasuli Village was sufficientsupportfrom the local government, then in terms of capacity there is not yet qualified human resources, then the value will be that there will be benefits for service providers and service recipients in Gandasuli Village when implementing a digital-based service system.