The Institutionalization of Efficiency-Oriented Approaches for Public Service Improvement

2000 ◽  
Vol 23 (4) ◽  
pp. 449 ◽  
Author(s):  
Claude Roy ◽  
Francine Séguin ◽  
Francine Seguin
Keyword(s):  
Public Service ◽  
Service Improvement

A Synthesised Stage Model for Collaborative Public Service Platforms

2016 ◽  
Vol 3 (4) ◽  
pp. 10-27
Author(s):  
Aulia Zulfa ◽  
Bram Klievink ◽  
Mark de Reuver ◽  
Marijn Janssen
Keyword(s):  
Private Sector ◽  
Public Service ◽  
Public Services ◽  
Development Model ◽  
Service Improvement ◽  
Stage Model ◽  
Maturity Models ◽  
Public And Private ◽  
Development Models ◽  
Platform Development

Collaboration between government, the private sector and citizens is deemed critical to further improve the quality and effectiveness of public services. However, the stage models describing and guiding the development of e-government do not or only rarely cover external collaboration for improving public services. The authors argue that this gap can be filled by including insights from literature on the evolution of platforms, which can serve as a medium for collaboration between public and private parties. This paper aims to synthesise e-government maturity models and platform development models to act as a guide to move from government-centred public service improvement to collaborative innovations by government, businesses and citizens. The result is a platform development model with five stages. To see how the model holds in practice, three cases are investigated. The authors find that their model shows promise but also requires further evaluation and refinement.

scholarly journals PENGUKURAN KEPUASAN PASIEN BERBASIS METODE KEPMENPAN NO. 25 TAHUN 2004

2015 ◽  
Vol 37 (3) ◽  
pp. 167
Author(s):  
Adila Kasni Astiena ◽  
Nur Indrawaty Liputo ◽  
Sri Evianti ◽  
Dewi Sulistyawati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Financial Management ◽  
Sampling Technique ◽  
Service Performance ◽  
Service Improvement ◽  
Service Agency ◽  
Random Block ◽  
Block Sampling

AbstrakRumah Sakit Achmad Mohctar (RSAM) Bukittinggi adalah rumah sakit milik Pemerintah Propinsi Sumatera Barat yang sejak beberapa tahun lalu menerapkan pola pengelolaan keuangan Badan Layanan Umum Daerah (BLUD) yang menuntut adanya akuntabilitas keuangan dan layanan. Dalam KEPMENPAN No. 25/2004 dinyatakan bahwa setiap instansi pemerintah wajib menyelenggarakan survey kepuasan masyarakat. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien, kinerja pelayanan, mutu pelayanan dan prioritas peningkatan kualitas pelayanan berdasarkan KEPMENPAN No. 25/2004. Disain penelitian adalah deskriptif kuantitatif. Penelitian dilakukan pada Bulan Mei hingga Juni 2013 di RSAM. Populasi penelitian adalah semua pasien yang datang ke RSAM pada waktu penelitian dilaksanakan. Sampel penelitian 500 orang. Teknik pengambilan sampel Random Block Sampling. Hasil penelitian menunjukkan bahwa semua item pertanyaan dinyatakan valid dan reliabel. Indeks kepuasan pasien adalah 76, mutu pelayanan “B”, kinerja unit pelayanan “Baik”. Prioritas peningkatan kualitas layanan pada unsur: prosedur pelayanan, persyaratan pelayanan, kedisiplinan petugas, kecepatan pelayanan, keadilan mendapatkan pelayanan, kewajaran biaya, kepastian biaya dan kepastian jadwal pelayanan.AbstractAhmad Mochtar Hospital (RSAM) is one of the hospitals owned by West Sumatra Province. RSAM has been implementing financial management strategy of district public service agencies (BLUD) since a few years ago that required financial and service accountability. KEPMENPAN No. 25/2004 states that each public service agency should undergo a public satisfaction survey. The objective of this study is to measure patient satisfaction, service performance, service quality, and the priority of service improvement based on KEPMENPAN method. The design of this study was descriptive quantitative. The population of this study was all patients visiting RSAM from May to June 2013, 500 patients were sampled by Random Block Sampling technique. The result shows that the questionare was valid and reliable. Patient satisfaction index is 76. Most of respondents (74%) perceived that the quality of service was "B" and the service performance was "Good". Priority of service quality improvement were: service procedures, term of service, disciplinary of service officer, speed of service, service equity, the reasonableness of service charges, the certainty of services cost and schedule.The recommendation for RSAM is to improve the “quality consciousness” culture, by disseminating the results of this survey. Patient satisfaction surveys based on KEPMENPAN is recommended to be held in other hospitals.

scholarly journals IMPORTANCE PERFORMANCE ANALYSIS KUALITAS PELAYANAN BADAN PENGELOLAAN PENDAPATAN DAERAH KOTA BANDUNG

NATAPRAJA ◽  
2019 ◽  
Vol 7 (1) ◽  
pp. 91-104
Author(s):  
Ahmad Zaini Miftah ◽  
Yogi Suprayogi Sugandi ◽  
Dedi Sukarno
Keyword(s):  
Performance Analysis ◽  
Public Service ◽  
System Integration ◽  
Service Performance ◽  
Service Improvement ◽  
Information Base ◽  
The Public ◽  
Government Institutions ◽  
The Media ◽  
Government Institution

Delivering public service is an important matter where the performance of government institution is equally related to the public satisfactions. This study conducted from nine types of taxes in Bandung Municipal City. Survey has been held to assess the public satisfactions of the tax service performance in Bandung Municipal City for future tax service improvement and innovation to society. Importance-Performance Analysis is being used to measure the service attributes that provided by the authorized government institutions alongside SERVQUAL model from Parasuraman et al. (1985). The results indicate that there is no further handling from the submitted complaint by taxpayers, the limited infrastructure to pay the tax and also the media to convey their dissatisfaction toward current service. Hence, the tax payment system integration is needed which providing tax information base and require procedure to educate the taxpayer and improve accountability of authorized the local government institution.

scholarly journals Website Management Training and ICT Literacy Evaluation of Kelurahan Ciwaringin Bogor Authorities

2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Halimah Tus Sadiah
Keyword(s):  
Public Service ◽  
Management Training ◽  
Information And Communications Technology ◽  
Service Improvement ◽  
Communications Technology ◽  
Ict Literacy ◽  
Management Skill ◽  
Three Stages ◽  
Government Websites ◽  
Government Website

The use and management of e-Government websites as a mean of public service among Kelurahan Ciwaringin Bogor (Ciwaringin Bogor Village) officials are still considered low. This has implications on the level of online public services in Ciwaringin Bogor Village which is less optimal. This research aims to provide website management training and to conduct an evaluation on information and communications technology (ICT) literacy prior to (plan) and after (reflect) the training of Ciwaringin Bogor Village authorities in order to optimize the usage of e-Government website for public service improvement purpose. The research method consists of three stages, namely: Planning, Website Management Training, and Reflecting. The training is conducted 10 times from February 2019 to April 2019. Based on evaluation of the planning and reflecting stages, the authorities are ready for ICT usage and management as there is a significant improvement in e-Government website management skill of the Ciwaringin Bogor Village authorities from 40% to 80%.

scholarly journals PRAKTIK PELAYANAN PUBLIK DI DAERAH : OPTIMALISASI PENYELENGGARAAN PELAYANAN PUBLIK BERDASARKAN KINERJA ORGANISASI PERANGKAT DAERAH DI KABUPATEN NGANJUK

2021 ◽  
Vol 5 (1) ◽  
pp. 115
Author(s):  
Berlian Tyasotyaningarum ◽  
Ajie Hanif Muzaqi
Keyword(s):  
Data Collection ◽  
Literature Review ◽  
Public Service ◽  
Performance Indicators ◽  
Public Services ◽  
Secondary Data ◽  
Service Improvement ◽  
Collection Method ◽  
Data Collection Method ◽  
Government Governance

Abstrak  Reformasi pelayanan publik di Kabupaten Nganjuk dilakukan dalam mewujudkan tata kelola pemerintah yang efektif dan efisien. Pelaksanaan pelayanan kepada masyarakat secara esensial menunjang implementasi pelaksanaan otonomi daerah yang dilandasi oleh budaya kerja yang tinggi. Oleh karena itu penting sekali untuk dianalisis terkait bagaimana optimalisasi penyelenggaraan pelayanan publik dalam mewujudkan tata kelola pemerintah yang efektif dan efisien berdasarkan kinerja OPD di Kabupaten Nganjuk.  Analisis menggunakan indikator kinerja yang berorientasi pada hasil. Indikator kinerja berorientasi pada hasil dipilih karena kawasan prioritas berisi kinerjadan hasil kualitas pelayanan pubik. Aspek indikator kerja yang dipilih adalah efektivitas dan kepuasan. Pendekatan yang digunakan dalam penulisan ini adalah pendekatan kualitatif berdasarkan kajian kepustakaan. Metode pengumpulan data yang digunakan adalah data sekunder yang berupa teori-teori relevan diperoleh dengan metode telaah pustaka. Metode pengumpulan data yang digunakan adalah data sekunder yang berupa teori-teori relevan diperoleh dengan metode telaah pustaka. Berdasarkan hasil analisis menunjukkan bahwa kinerja pemerintah daerah Kabupaten Nganjuk dalam peningkatan pelayanan publik sudah dilakukan secara optimal. Dimana target dalam rencana kerja semua terpenuhi. Selain itu program peningkatan pelayanan publik sudah sesuai dengan visi, misi, tujuan dan sasaran di Kabupaten Nganjuk. Dengan demikian, program capaian kinerja pada peningkatan pelayanan masyarakat dapat dikatakan efektif Kata Kunci: Pelayanan Publik; Kinerja; Kabupaten Nganjuk Abstract Public service reform in Nganjuk Regency is carried out in realizing effective and efficient government governance. The implementation of services to the community essentially supports the implementation of regional autonomy which is based on a high work culture. Therefore, it is very important to analyze in relation to how to optimize the implementation of public services in realizing effective and efficient government governance based on the performance of OPD in Nganjuk Regency. The analysis uses performance indicators that are results-oriented. Results-oriented performance indicators were chosen because the priority area contains the performance and results of the quality of public services. Aspects of the selected work indicators are effectiveness and satisfaction. The approach used in this paper is a qualitative approach based on literature review. The data collection method used is secondary data in the form of relevant theories obtained by the literature review method. The data collection method used is secondary data in the form of relevant theories obtained by the literature review method. Based on the results of the analysis, it shows that the performance of the local government of Nganjuk Regency in improving public services has been done optimally. Where the targets in the work plan are all met. In addition, the public service improvement program is in accordance with the vision, mission, goals and objectives in Nganjuk Regency. Thus, the performance achievement program in improving community services can be said to be effective Keywords: Public service; Performance; Nganjuk Regency

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