Public Administration Service Research Articles

The Impact of Good Governance on the People’s Satisfaction with Public Administrative Services in Vietnam

The State of Vietnam continues to show the cumbersome, limited effectiveness of the public sector and the widespread corruption of public servants. Yet, it has been endeavoring to renovate national governance in the direction of good governance to improve the quality of public services to meet the requirements of an increasingly high level of education and social life democratization. Since 2018, the Vietnamese government has been applying the Satisfaction Index of Public Administrative Services (SIPAS) to measure people’s satisfaction with administrative services. This fact has received full attention from scientists, and there have been many studies on this issue. Therefore, this study has explored the impact of good governance on people’s satisfaction with administrative services by employing some variables of the SIPAS scale, including five dependent variables, namely: accessibility; administrative procedures; civil servants’ ethics and capacity; the results of the procedure settlement; the reception and handling of comments, feedback, and recommendations; and an independent variable, namely the people’s satisfaction, to add more evidence to previous studies and enrich the research literature. This study has been conducted through a cross-sectional survey using an intentional sampling technique (n = 500). The multivariate linear regression analysis technique was applied to prove the hypotheses. According to the research findings, all independent variables have a positive and significant relationship with the dependent variable. They imply that good governance initially has positive and significant effects on the Vietnamese people’s satisfaction level.

The Pandora Papers Opens up Pandora’s Box: Integrity in Crisis

Integrity lies at the center of state-society interactions, with broad implications for the practice of public administration, governance, and public service delivery. The Pandora Papers leaks are hard examples of integrity violations, shining a light on how public administration operates in practice. The integrity deficits revealed not only threaten people’s wellbeing, but also put on display the state’s leniency toward rich and powerful people accumulating wealth through corruption, fraud, and tax evasion, among other crimes. In this context, this article attempts to understand whether the Pandora Papers leaks violate of the fundamentals of integrity. Drawing on cases and examples, the findings of the article show that the Pandora Papers illustrate the integrity deficit of statesmen, political leaders, businesspersons, and bureaucrats, the people responsible for ensuring integrity in managing the state and statecraft. The article further elucidates that bad governance affects integrity, both nationally and globally.

SATU DEKADE GRATIFIKASI DI INDONESIA (2010-2019)

The echo of 'Bureaucracy Reform' in Indonesia, has been sounded since 2010. The implementation of a clean and serving government is the main concept in Indonesia's 'Bureaucracy Reform'. Clean here, of course, is meant to be clean from Corruption, Collusion and Nepotism, where one of the branches of this KKN action is 'Gratification'. Triggered by gratification which is associated as unethical behavior in the administration of government and/or public services, we want to get an idea of how the struggle for 'Bureaucratic Reform' compares to acts of gratification during the decade after it was proclaimed. By using James Rest's 'Four-component Analysis Model' method (1986), we hope to be able to identify the aspects that influence the emergence of ethical behavior in the administration of the state and/or public services. Based on the results of observations of the CPI Score data, Indonesia has not yet succeeded in breaking through the top 80 in terms of taking action against corruption, and until 2019 there have been prosecutions for 119 cases of bribery. In order to prevent state administration and/or public services from receiving gratification, civil servants and state administrators must cognitively consider moral awareness, moral judgment and moral motivation in the form of 'intentions' and then decide to take actions that are classified as ethical behavior or moral behavior.

From Cadre Deployment to Professionalizing Public Service in South Africa: A Reflective Approach to Service Delivery Improvement

While there is nothing idiosyncratic about deploying professionally knowledgeable and astute cadres guided by high ethical morality to drive levers of executive authority in public sector institutions, deployment of political cadres in South African government’s positions has left much to be desired. The approach in which cadre deployment has been practiced in the South African public service sector has undermined the state’s capacity to improve quality of service delivery and requires serious re-examination. The focus of the article is on conceptualization of the notion of professionalism, its attributes and how it can be embedded within the South African public service sector. The debates centre around contextualizing public service administration that can be fit-for-purpose to drive transformational agenda and critique a theory of cadre deployment within the South African context. It is a qualitative inquiry, sourced through desktop reviews of documents and previous studies that have examined issues relating to the professionalization of the public service in South Africa. Thematic analysis is employed to analyse qualitative data from numerous documentary sources gathered in South Africa and internationally. The findings revealed that cadre deployment practice is incongruent with ANC’s election promises of reconstruction and development, and building better life for all South Africans as it steals resources meant for service delivery improvement. Cadre deployment practice further denies qualified graduates of opportunities to be employed in public sector institutions that need to be professionalised as it is skewed in favour of unqualified political appointees. Cadre deployment should be jettisoned by professionalising South African public service where employment selection is guided by meritocracy and performance efficacy but take cognisance of the need to fast-track professional development of formerly disadvantaged black South Africans.

The influence of perceived environmental friendly-office program regulation and public service motivation on pro-environmental behavior of civil servants with OCBE as intervening variable

Environmental problems such as air pollution, global warming and water scarcity pose a threat to environmental sustainability. One of the causes is the administration of public services. To reduce environmental damage, public organizations must support the implementation of activities that are more environmentally friendly and their employees must display pro-environmental behavior. The research was expected to contribute practical ideas in the form of optimal implementation of environmentally friendly office programs, and theoretical contributions because there were still few researches on pro-environmental behavior of public employees. The study examined the influence of Perceptions of Regulations on the Implementation of Environmentally Friendly Office Programs and Public Service Motivation on the Pro-Environmental Behavior of Civil Servants through Organization Citizenship Behavior Toward Environment (OCBE) as Intervening Variables. The research sample was West Semarang KPP Pratama employees who had implemented an environmentally friendly program. The theoretical basis was TPB (Theory of Planned Behavior) which had been widely used to test pro-environmental behavior. The results showed that the perception of regulation had no significant effect on pro-environmental behavior. Meanwhile, Public Service Motivation and OCBE had a significant influence. Then OCBE mediated the perception of regulation with pro-environmental behavior fully, and public service motivation partially mediated pro-environmental behavior partially.

On the Assessment of e-Banking Websites Supporting Sustainable Development Goals

The main aim of this article was to test the authors’ proprietary method (i.e., the conversion method applied to evaluate e-banking services that support sustainable development goals in households, communities, and society). The authors’ conversion method can be applied with the aim of maintaining a balance between households, producers, and public administration services in line with the principles of sustainable development of the information society in Poland. To achieve this goal, the authors identified the differences between the results obtained using the conversion method and the results produced by other methods such as TOPSIS, Promethee II, and PROSA involving the same group of respondents. A hypothesis was made about the existence of significant differences in the results obtained as part of the studies. The research was carried out on a sample of nearly 830 ratings concerning the 27 most popular electronic banks in Poland. As part of the survey, the respondents assessed 18 characteristics (attributes) of the selected banks using a simplified Likert scale. The study was conducted during the pandemic in Poland in 2020. The authors compared the results achieved in the case of the TOPSIS, Promethee II, and PROSA methods and the ones obtained with the application of the conversion method. Then, the ratings of the e-banking websites were arranged in descending order, and the distances between the positions in the rankings obtained by the conversion method and other methods were calculated. In addition, the R2 correlation coefficients were calculated for all combinations of the results received using individual methods. The results showed the greatest differences both in the absolute distances between the positions obtained in the ranking and the lowest value of the R2 correlation coefficient in the case of the conversion method in relation to the other methods. The limitation of the present research resulted from the fact that the study sample included respondents who were all members of the academic environment. The students analyzed in the study were part of a group supporting globalization processes where e-business solutions are widely used. However, the purchases of goods and services both local and foreign made by this group were often limited in scope and value due to a lack of funds. The research results indicate a potential need for improvement of the conversion method.

A survey on providing customer and public administration based services using AI: chatbot.

A chatbot is emerged as an effective tool to address the user queries in automated, most appropriate and accurate way. Depending upon the complexity of the subject domain, researchers are employing variety of soft-computing techniques to make the chatbot user-friendly. It is observed that chatbots have flooded the globe with wide range of services including ordering foods, suggesting products, advising for insurance policies, providing customer support, giving financial assistance, schedule meetings etc. However, public administration based services wherein chatbot intervention influence the most, is not explored yet. This paper discuses about artificial intelligence based chatbots including their applications, challenges, architecture and models. It also talks about evolution of chatbots starting from Turing Test and Rule-based chatbots to advanced Artificial Intelligence based Chatbots (AI-Chatbots). AI-Chatbots are providing much kind of services, which this paper outlines into two main aspects including customer based services and public administration based services. The purpose of this survey is to understand and explore the possibility of customer & public administration services based chatbot. The survey demonstrates that there exist an immense potential in the AI assisted chatbot system for providing customer services and providing better governance in public administration services.

Assessing the strategic alignment maturity in a Malaysian public sector agency: a case study of Malaysian Administrative Modernisation and Management Planning Unit

This study provides the strategic alignment maturity assessment results of the Malaysian public sector (MPS) agency by conducting a case study on Malaysian Administrative Modernisation and Management Planning Unit (MAMPU). Assessment is performed by adopting the strategic alignment maturity model (SAMM) assessment questionnaire. A single case study approach is applied to obtain an in-depth understanding of the selected organisation. The findings indicate that MAMPU has an established strategic alignment maturity, where governance, processes and communications are focused on the designated role of being the lead agency for modernisation and transformation of public service administration. This study serves as a reference for conducting future maturity assessments in other MPS agencies, as well as contributing to better understanding on the strategic alignment maturity in the context of MPS agencies in Malaysia.

Analisis Penerapan E-Government Dalam Peningkatan Kualitas Pelayanan Administrasi Kependudukan Pada Mal Pelayanan Publik Bojonegoro

This study focuses on the application of e-government in the quality of public administration services at the Bojonegoro Public Service Mall. The establishment of this Public Service Mall is an effort to create one stop services. The aim of the Government of Bojonegoro Regency takes the initiative to create a Public Service Mall is to make the community easier to manage various types of services. The purpose of this study was to investigate the implementation of e-government on the quality of public administration services and the inhibiting and supporting factors of the implementation of e-government, and to formulate strategies to increase the success of e-government implementation carried out by the Department of Population and Civil Registration at the Bojonegoro Public Service Mall. This study employed a descriptive approach. Data collection techniques were carried out by observation, interviews, and documentation. The data analysis were carried out by data collection (data collection), data reduction (data reduction), data display (data display), verification and confirmation of conclusions (Conclusion drawing and verification). The results of the study, according to formulated by R. Eko Indrajit (in Azkiya, 2018: 4), elucidate the following: 1, Efficiency: The public administration service process through the Si N'duk application, there has been no convenience, speed, and time efficiency because the application was not working optimally. 2. Effectiveness: there were system constraints that make the program less effective. 3. Transparency: Socialization of Si N'duk application and the availability of information both about work programs and other matters regarding to public services existed. 4. Accountability: there was a clarity of employee accountability mechanism in inputting data from Si N'duk application. 5. Empowerment: there was socialization from the office to the sub-district. Supporting factors of Si N'duk application were the support from the Regency Government in encouraging online media to disseminate information related to Si N'duk application and the support from internal employees. Meanwhile, the inhibiting factors were the lack of budget, network or system disturbances, and many people have no understanding and knowledge about Si N'duk application. Keywords: E-Government, Public Service Mall, Public Administration.

Reformasi Administrasi Pelayanan Publik di Kantor Camat Minas Kabupaten Siak Provinsi Riau

Reform is an effort to realize good governance. Bureaucratic reform provides hope for a more just and equitable service to achieve public welfare. This type of research is a descriptive survey research with quantitative methods where the data collection methods are Questionnaires, interviews, observations and documentation as a tool to study the data then the research data is used as raw material to analyze empirical conditions and the objectivity of the existence of research objectives at the research location. As for the results of the study, it is known that the Reform of Public Service Administration at the Siak District Head Office was implemented quite well. New Emphasis on Programs has built commitment and awareness by employees of the program, Changes in Attitudes and Behaviors of the Society and Members of the Bureaucracy are still low, public knowledge of program changes and there are still many people with low educational backgrounds, Changes in Leadership Style Leading to Open Communication and Participatory Management still not effective where the communication that is built is not direct communication but through the media and is limited by the bureaucratic structure, and the Efficient Use of Resources One of the problem points in reform is human resources, commitment and employee discipline that need to be built because of the limited impact resources. major changes in service at the Minas District Office of Siak Regency.

Цифрова економіка як складова розвитку системи публічного управління

Розглянуто особливості цифрової економіки як складової розвитку системи публічного управління. Проаналізовано дефініцію цифрової економіки з позиції різних науковців та представлено власне розуміння досліджуваного поняття. Виокремлено проблеми, які пов’язані із впровадженням цифрових технологій в економічну сферу України. Обґрунтовано кроки, які повинна здійснити Україна на шляху подолання проблем розвитку цифрової економіки.

Kuhlmann, Sabine, Proeller, Isabella, Schimanke, Dieter &) Ziekow, Jan (Eds.) (2020). Public Administration in Germany. Basingstoke: Palgrave MacMillan. Hardcover &) open access, 416 Seiten, ISBN 978-3-030-53696-1 ISBN 978-3-030-53697-8 (eBook); https://doi.org/10.1007/978-3-030-53697-8.

The book “Public Administration in Germany” provides an encompassing overview about both the historical foundations and the basic principles of the ‘German Model’ of Public Administration. Furthermore, readers learn about the most recent challenges of this model, e.g., a severe backlog with respect to digitalization of public administration and public service provision. The editors have provided a well-coordinated compilation of 22 chapters written by 31 authors. The book addresses the international community of Public Administration scholars: it can be recommended for practitioners, researchers and, in particular, for lecturers teaching Public Administration in Germany in an international context. It is a valuable source for everyone who wants to understand why this model was – and still is – highly influential for the development of Public Administration in the Western sphere.

M-Government: Recht und Organisation mobilen Verwaltens

Abstract Using the example of the administrative use of mobile services, which go by the term ‘mobile government’ (M-Government), this article examines innovative solutions in the public service of the 21st century. The regional focus of the analysis is on the German administration. It is shown that the innovative potential of adopting mobile services in public administration lies in the fact that they break up and at the same time modify the contact structure in the administration and between the administration and citizens or companies by replacing the office with a dynamic network of virtual relationships between administrative employees and administrative addressees. M-Government does not mean saying goodbye to the static office model, but it does add a new, qualitatively different dimension to administration. The concept of mobility on which this article is based is based on a spatial understanding, but detaches it from its originally traffic-related context. Mobile administration is intended to express the fact that administration and its interaction contexts become location-independent through the use of mobile services.

Pengembangan Aplikasi Sistem Pelayanan Masyarakat Berbasis Android (Studi Kasus : Kecamatan Payaraman Ogan Ilir)

In public administration services almost every day requests for incoming letters, both requests for business place permits, SK Domicile and other documents. The data collection of letters requested by residents of Payaraman District will be handled directly through the admin where the data will be entered into the request list using a computer, then the letter will be printed for signature, residents have to wait for the letter with uncertain terms. This problem was raised due to the large number of public complaints in issuing a decree that had been signed by the sub-district head. This research uses extreme programming method in development by using CI framework for admin and flutter framework for users. The results of the study are that residents of Payaraman District can access the application to request a letter request which will contain identities such as ID cards and permits or decrees that will be sent back via the web admin to the application according to the request of residents who access/request a letter.

Consequences of a politicized public service system: Perspectives of politicians, public servants, and political experts

AbstractPoliticization has different consequences for public administration and public services in different countries. This study seeks to identify the consequences of politicization in the Iranian public service. After reviewing the theoretical foundations of politicization, the authors reflect on different researchers’ and political experts’ views about the consequences of politicization. In the first phase of the study, qualitative data were gathered and categorized into structural, content–behavioral, and environmental dimensions, and Rouban’s framework was used to organize themes. In the second phase, statistical analyses were performed to corroborate the results of the first phase. Results indicated that the consequences of two types of politicization were perceived to be negative ones, and there was one type of politicization in which the consequences were assumed to be more constructive than destructive. Implications and recommendations for future studies are advanced.Related ArticlesAbulof, Uriel. 2013. “Nuclear Diversion Theory and Legitimacy Crisis: The Case of Iran.” Politics & Policy 41(5): 690–722. https://doi.org/10.1111/polp.12035.Ariely, Gal. 2011. “Why People (Dis)Like the Public Service: Citizen Perception of the Public Service and the NPM Doctrine.” Politics & Policy 39(6): 997–1019. https://doi.org/10.1111/j.1747‐1346.2011.00329.x.Solar, Carlos. 2020. “Introducing Change in Public Service Organizations under Austerity: The Complex Case of the Governance of Defence in the United Kingdom.” Politics & Policy 48(4): 700–26. https://doi.org/10.1111/polp.12368.

Decentralized Information Platforms in Public Governance: Reconstruction of the Modern Democracy or Comfort Blinding?

ABSTRACT The paper offers the author’s vision of the political and organizational problem of using modern blockchain-based platform solutions in public governance. The aim is substantiating potential of decentralized information platforms as a new tool of public governance to promote conscious participation of people in public politics and democracy. Based on the study of the experience of the UK, Estonia, India, and Ukraine in platform governance, the author asserts that the modern world practice of using centralized digital platforms is conditioned by the comfort for citizens as the main value, thereby replacing the real democratic values. The paper offers an original comparison of 15 key parameters of platforms and author’s comparison of decentralized platforms with two other main forms of providing public administrative services by criteria as functionality, security, and cost. Unlike promising decentralized platforms, government centralized platforms are a mechanism for removing citizens from conscious governance by their states.

Development Of Village Office Service Models To Community Based On Mobile Computing

The village as a centre for government services to the community at the grassroots level is the government's principal development priority. This research resulted in the development of an online public service administration system based on open source and utilising a cloud computing method for population administration, moving, business permits, building permits, and letter issuance with ease and efficiency. A literature review of cloud computing technology was conducted, followed by surveys and data collection of information technology infrastructure design that can be applied to online community services, analysis of survey data on real conditions in several community service centres, particularly villages in Kampar Regency, and finally the creation of online community service models from the village, such as f. Using cloud computing technologies and a modular and dynamic development design, the outcome is a web-based village community service administration application system. This application paradigm also incorporates the benefits of open-source patterned apps with flexible system designs for implementation and development, as well as mobile device support to increase community service quality. The web-based network structure allows for online communication not just between villages and communities, but also between villages and sub-districts, and can be accessed using mobile devices at any time and from any location. The application model's development is also based on functionalities of business processes and village administration processes found in Indonesian government legislation. Each model has been tried to be fitted to the community service system and is intended to be integrated to maximise efficiency.

Information and Analytical Support of Local Self-Government in the Context of Automation of Public Administration Services

Abstract. Introduction. Creating a modern information and analytical base for managerial decisions in local governments is especially relevant at the present stage of development of Ukraine Information and analytical support, based on the wide use of new information technologies, means of computer and communication technologies is an integral part of the professional functioning of the public administration system. The introduction and comprehensive use of modern information technologies in the activities of local governments provides information and analytical support for managerial decisions, provides information needs of both civil servants and other categories of citizens. Purpose. The purpose of the article is to study the organization of information and analytical support of local selfgovernment in the context of automation of public administration services. Results. The state of information and analytical activity of the local self-government institution on the example of the general department of the Bashtanka territorial community of the Mykolayiv region is investigated. An analysis of the possibilities of using the computer program “Smart Village” in the activities of communities, the widespread implementation of which will help increase the efficiency of management, planning and use of all resources of local communities. The study of the state of information and analytical activity of local self-government institutions in the current conditions has allowed to determine that in the absence of the necessary information it is difficult to make objective and timely managerial decisions. Conclusions. Information and analytical support as a direction of activity and in the context of automation of public administration services should be identified as one of the leading and provide for appropriate changes in the functions and structure of executive institutions at the local level. These changes, in turn, require an adequate interpretation of information from the environment with pre-ordering of incoming information flows, while ensuring a balanced supply of information from all sources, taking into account the functional load for the community.

Factors Affecting the Quality of Fishery Public Services in Vietnam’s Coastal Areas and Islands

The study aims to evaluate factors affecting the quality of fishery public services in Vietnam’s coastal areas and islands through the level of resident satisfaction. The study interviewed 477 households directly and obtained 450 valid survey forms. The data is collected through surveys in 5 representative localities of the coastal areas and islands including Thai Binh, Nghe An, Binh Dinh, Kien Giang, and Ca Mau provinces and are processed by descriptive statistics, Cronbach’s alpha, exploratory factor analysis, correlation analysis, and regression analysis. The results show that the factor with the lowest rating in fishery public services is assurance. Public utilities have lower quality assessment scores than public non-business services and public administration services.

Factors Affecting the Quality of Fishery Public Services in Vietnam’s Coastal Areas and Islands

The study aims to evaluate factors affecting the quality of fishery public services in Vietnam’s coastal areas and islands through the level of resident satisfaction. The study interviewed 477 households directly and obtained 450 valid survey forms. The data is collected through surveys in 5 representative localities of the coastal areas and islands including Thai Binh, Nghe An, Binh Dinh, Kien Giang, and Ca Mau provinces and are processed by descriptive statistics, Cronbach’s alpha, exploratory factor analysis, correlation analysis, and regression analysis. The results show that the factor with the lowest rating in fishery public services is assurance. Public utilities have lower quality assessment scores than public non-business services and public administration services.