scholarly journals State service policy: international experience

2019 ◽  
Vol 22 (1) ◽  
pp. 117-123
Author(s):  
Abbas Aliyev
Keyword(s):  
Public Services ◽  
Low Cost ◽  
The State ◽  
Reform Process ◽  
Improvement Program ◽  
State Service ◽  
The Public ◽  
Services Delivery ◽  
Service Policy ◽  
State Quality

The article analyzes the experience of leading countries in implementing the service policy of the state (Great Britain, France, Germany, Malaysia, etc.) in order to identify effective practices for reforming state policy in the context of its service orientation. The Charter of the Citizen (UK) was adopted in 1991 and was a 10-year improvement program of the public services quality. The main principles of the Charter (standards; openness; choice; politeness and courtesy; providing services properly; efficiency and low cost) were observed. Moreover, the «Charter on the delivery of public services» (France, 1992) is researched. It presented basic principles of work regulation of French civil service on the basis of equality, impartiality and continuity, as well as new principles of activities, as a reaction to changes in expectations and demands of the population, the emergence of consumers’ new needs and requests, the need for transparency and accountability, simplicity and accessibility.It is proved that the Services Consumer Charter for Public Services in Belgium (1993) is an example of a comprehensive program that seeks to improve the relationship between state bodies and institutions on the one hand and the population - customers and consumers (clients) of services - on the other one.Analysis of mantioned above and other charters helps to detect the main tasks of the public service systems reforms, in particular: increasing the efficiency of public services and reducing the cost for their delivery; deliivery of services to citizens of the proper quality; reduced deadlines for preparing responses to requests of citizens; conducting external audits to provide creation of a system aimed at continuous improvement; emphasis on achieving results, but their planning; better definition of work processes; improving the quality of informing citizens about public services delivery; openness and transparency of authorities activities; liberalization of licensing institutions; implementation of the «e-government».A characteristic feature of reforming the system of public services delivery in the countries taken under consideration is detected. This is a duration of this process. The explanation of the long terms of the reforms in the sphere increasing the efficiency of the public sector lies in the complexity and scope of the set goals and objectives, and also in a large number of parties involved in the reform process. The further research of the problematic can be dealt with analysis of the state, quality, and special features of the domestic reforms dedicated to the state service policy implementation.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals Rembug Pelayanan Publik (RPM) Sebagai Aktualisasi Pelayanan Publik Berlandaskan Demokrasi Pancasila

2016 ◽  
Vol 12 (2) ◽  
pp. 284
Author(s):  
Nuriyanto Nuriyanto
Keyword(s):  
Public Service ◽  
Public Services ◽  
Monitoring And Evaluation ◽  
The Public ◽  
Services Delivery ◽  
Starting Point ◽  
Public Bureaucracy ◽  
Human Quality ◽  
Set Up

Dynamic development of society, they want the public bureaucracy to be able  to provide the public services more professional, effective, simple, transparent, open, timely, responsive and adaptive. With excellent public service, to build a human quality in the sense  of  increasing  the  capacity  of  individuals  and  communities  to determine actively its own future. Actualization of democratic precepts in the public services delivery in Indonesia starting point on the importance of community participation ranging from formulating criteria for the services, how the delivery   of the services, arranging each engagement, public complaints mechanism set up   by the monitoring and evaluation of the implementation of the public services in order to co-together build a commitment to create quality of the public services. It’s all been contained in the Law 25 of 2009 on Public Services, certainly it has been based on the precepts of the democracy of Pancasila. Rembug of the public services as an actualization of the public services based on the democracy of Pancasila.

scholarly journals Role of Public Entities in Suitable Provision of Public Services: Case Study from Slovakia

2021 ◽  
Vol 11 (4) ◽  
pp. 143
Author(s):  
Viera Papcunová ◽  
Roman Vavrek ◽  
Marek Dvořák
Keyword(s):  
Public Administration ◽  
Local Governments ◽  
Public Services ◽  
Slovak Republic ◽  
The State ◽  
Main Role ◽  
The Public ◽  
State Administration

Local governments in the Slovak Republic are important in public administration and form an important part of the public sector, as they provide various public services. Until 1990, all public services were provided only by the state. The reform of public administration began in 1990 with the decentralization of competencies. Several competencies were transferred to local governments from the state, and thus municipalities began to provide public services that the state previously provided. Registry offices were the first to be acquired by local governments from the state. This study aimed to characterize the transfer of competencies and their financing from state administration to local government using the example of registry offices in the Slovak Republic. In the paper, we evaluated the financing of this competency from 2007 to 2018 at the level of individual regions of the Slovak Republic. The results of the analysis and testing of hypotheses indicated that a higher number of inhabitants in individual regions did not affect the number of actions at these offices, despite the fact that the main role of the registry office is to keep registry books, in which events, such as births, weddings, and deaths, are registered.

Public Services Through Multi-Channel Issues and Challenges

2018 ◽  
pp. 273-300
Author(s):  
Velamala Ranga Rao
Keyword(s):  
Public Services ◽  
Local Level ◽  
Single View ◽  
The Public ◽  
Channel Integration ◽  
Services Delivery ◽  
Initial Stage ◽  
Stage 4 ◽  
State And Local

The objective of this chapter is 1) to understand multi-channel architecture, integration, and management; 2) to develop a framework for citizen relationship and grievance management system for a single view; 3) as a case study, to propose framework applied to find what types of channels are providing to the citizens get access to the public services at National, State, and Local level in India; 4) as a case study, to find out challenges and issues with implementation of multi-channel services delivery. The key findings of the case study are: 1) There is no declining in providing traditional channels after introducing modern channels. 2) The departments are offering mixed channels. 3) Usage of mobile-based applications, social media, and wi-fi are in pilot basis or at initial stage. 4) Multi-channel integration and management is not yet initiated. 5) Electricity and network coverage are main issues in implementation of modern channels. However, such initiatives have some issues and challenges to the developing countries like India.

Commercialization of Local Public Services

2016 ◽  
pp. 132-150
Author(s):  
Beatriz Cuadrado-Ballesteros ◽  
Isabel María García-Sánchez ◽  
Jennifer Martínez-Ferrero
Keyword(s):  
Local Governments ◽  
Public Services ◽  
Left Wing ◽  
Fiscal Illusion ◽  
The Public ◽  
Local Public Services ◽  
Services Delivery ◽  
Legal Limits ◽  
Fiscal Pressure ◽  
Public Revenues

The most important reason to decentralise the public services delivery is to make the citizens' needs better known by the local governments, so it follows to act more efficiently to their satisfaction. Nonetheless it has been found an opportunistic use of these agencies to avoid legal limits on indebtedness imposed on sub-national administrations, generating fiscal illusion. Accordingly, the aim of this study is to analyse the effect of the functional decentralisation processes on public revenues and financing. The results show that the use of decentralisation process, especially companies are created by left-wing political parties in order to raise more income from commercialization of public services. It was also found that these practices are strongly linked to the municipality's fiscal pressure.

scholarly journals PRIVATE PROPERTY, PUBLIC INTEREST, AND THE ROLE OF THE STATE IN NINETEENTH-CENTURY BRITAIN: THE CASE OF THE LIGHTHOUSES

2001 ◽  
Vol 44 (3) ◽  
pp. 749-771 ◽  
Author(s):  
JAMES TAYLOR
Keyword(s):  
Public Interest ◽  
Private Property ◽  
The State ◽  
Reform Process ◽  
Central Administration ◽  
The Public ◽  
Role Of The State ◽  
Private Profit ◽  
Post War ◽  
Privately Owned

Until 1836, many of England's lighthouses were privately owned. The owners levied tolls on all merchant shipping which made use of the lights, and in many cases grew rich from the proceeds. After 1815 these profits became increasingly contentious, and, under pressure from shipowners, merchants, and the radical MP Joseph Hume, the whig government abolished private ownership of lighthouses and made Trinity House the sole lighthouse authority for England. The choice of Trinity House as the central administration from a range of alternatives made a UK-wide authority impossible, however, due to the unwillingness of Irish and Scottish MPs to see their national boards replaced by an ‘inferior’ English one. The reform process sheds light on contemporary perceptions of the relationship between private property and public interest and suggests that alongside the process of post-war retrenchment, the state was acquiring a new role as guardian of the public interest, often positioning itself against certain forms of private property. Behind the ‘old corruption’ rhetoric which characterized the demand for reform lay the conviction that certain resources should be excluded from the realm of private property by the state, and that private profit made at the expense of the public interest was morally wrong.

scholarly journals STATE SERVICE OF RUSSIA AND FOREIGN COUNTRIES: COMPARATIVE LEGAL ANALYSIS

2020 ◽  
Vol 10 (4(73)) ◽  
Author(s):  
S.N. Keramova
Keyword(s):  
Russian Federation ◽  
Public Service ◽  
The State ◽  
Federal State ◽  
Legal Analysis ◽  
State Structure ◽  
State Service ◽  
The Public ◽  
Foreign Countries ◽  
The Russian Federation

Article considers the experience of the state structure of the state service of the Russian Federation and foreign countries. The purpose of this article is a comparative legal study of the problems of the Institute of state service in Russia and abroad in several foreign countries: USA, UK, France, Germany. The analysis oflegal regulation of the state service of foreign countries and the Federal state service of the Russian Federation is conditioned by the possibility of improving the legislation of the Russian Federation. The result of the study is the formulation of conclusions and proposals for improving the administrative legislation regulating the structure of the public service of the Russian Federation, using the experience of foreign countries

scholarly journals Utilización de la Comunicación por Radiofrecuencia para la Detección de Vehículos en Movimiento: Revisión del Estado del Arte

2018 ◽  
Vol 3 (1) ◽  
pp. 821 ◽  
Author(s):  
Antony García ◽  
Yessica Sáez ◽  
José Muñoz ◽  
Ignacio Chang ◽  
Héctor Montes Franceschi
Keyword(s):  
Fixed Point ◽  
Public Transportation ◽  
State Of The Art ◽  
Low Cost ◽  
The State ◽  
Visual Disability ◽  
Visual Disabilities ◽  
The Public ◽  
Detection Of Objects ◽  
Public Transportation System

This article presents the state of the art on the use of radiofrequency communication for the detection of objects and vehicles in motion, through the interaction between transmitter and receiver devices using ISM (Industrial, Scientific and Medical) bands. By quantifying parameters such as the absence or presence of signals and their intensity, it is possible to approximate the distance between an emitting device and a receiver, localized in the vehicle and a fixed point, respectively . The study of the methodologies used in this article aims to develop a system oriented to guide people with visual disabilities in the public transportation system, taking advantage of the main characteristics of radiofrequency communication: low cost, easy implementation and full compatibility with electronic boards built on embedded systems.Keywords: radiofrequency, ISM bands, detection of vehicles in motion, support for visual disability people, ETA

scholarly journals Back to Basics

2019 ◽  
pp. 141-150
Author(s):  
David Edward Schmersal ◽  
Kaeley McMahan ◽  
Gerrit Van Dyk
Keyword(s):  
Graduate Students ◽  
Interest Group ◽  
Public Services ◽  
Low Cost ◽  
Research Trends ◽  
Research Needs ◽  
New Faculty ◽  
The Public

In order to fulfill our mission, theological librarians need to anticipate research needs of graduate students and faculty whose work often entails asking new questions, forming new connections, and seeking new avenues of inquiry that may lie beyond our subject expertise. What low-cost sources and tools are available that allow librarians to monitor research trends in relevant disciplines and thereby prepare ourselves to support those pursuing emerging research trajectories? How do we form the connections with current and incoming graduate students and new faculty that will enable us to anticipate their research needs? Experienced public services librarians will facilitate a conversation to address these and related questions. This session is sponsored by the Public Services Interest Group (PSIG).

scholarly journals Application of audi alteram partem rule on salary deduction & benefits

2018 ◽  
Vol 8 (3) ◽  
pp. 61-69
Author(s):  
Hlako Choma ◽  
Tshegofatso Kgarabjang
Keyword(s):  
Public Service ◽  
Public Services ◽  
The State ◽  
Constitutional Court ◽  
Public Servants ◽  
The Public ◽  
Department Of Health ◽  
Head Of Department

n the case of Public Servants Association obo Olufunmilayi Itunu Ubogu v Head of Department of Health, Gauteng and Others (2018) the Constitutional Court found that the provisions of the Public Service Act of 1994 which empowered the state to unilaterally deduct moneys that was onerously paid to the salaries of employees was unconstitutional. The state was empowered by section 38(2)(b)(i) of the Public Services Act of 1994 which does not require a consent of employees as and when the employer is deducting some money from the salary of the employee. The Constitutional Court held that section 38(2)(b)(i) gives the state unrestrained power to determine instalment without an agreement with an employee. The court also found that section 38(2)(b)(i) permits the state takes law into its own hands and become a judge of its own case. On this basis, this section did not pass constitutional muster. This article will critically analyse the decision in Public Servants Association obo Olufunmilayi Itunu Ubogu v Head of Department of Health, Gauteng and Others in view of the application and interpretation of the principle audi alteram partem rule on salary deduction and benefits of public servants.

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