scholarly journals THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE AND CITIZEN SATISFACTION – A STUDY IN DALAT CITY

2011 ◽  
Vol 14 (2) ◽  
pp. 73-79
Author(s):  
Hoang Duy Cao ◽  
Hau Nguyen Le
Keyword(s):  
Public Administration ◽  
Survey Data ◽  
Public Service ◽  
Sem Analysis ◽  
Professional Skills ◽  
Administrative Services ◽  
Citizen Satisfaction ◽  
Administrative Service

This study developes and tests a model of quality in the field of public administration services. Survey data includes 314 individuals and organizations who have used five types of public service in Dalat city. SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect on people satisfaction. Implications for managers are drawn from the results of this study.

scholarly journals Georgia’s experience in the field of state registration of acts of civil law and the possibility of its use in Ukraine

2021 ◽  
Author(s):  
M. Yushchenko
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Effective Interaction ◽  
The State ◽  
Administrative Services ◽  
Civil Registration ◽  
Civil Status

Problem setting. One of the most common administrative services in Ukraine is the registration of civil status acts, including registration of births and deaths, marriages and divorces, name change of an individual, etc. The focus on the introduction of the service model of the state, which is gradually being implemented in Ukraine, has significantly affected the system of providing administrative services in the field of registration of civil status acts. However, according to numerous surveys, the depth and pace of relevant changes do not fully meet the expectations of the citizens.  Of particular importance for the transition to a new model of administrative services in the field of civil registration is the experience of post-Soviet countries, in particular Georgia, which has a similar heritage to Ukraine and accordingly, in the development process, had to solve similar problems. While studying the experience of Georgia, it is also necessary to avoid certain negative aspects that Ukraine may face in the process of reforming this area. Recent research and publications analysis. A large number of studies by specialists in public administration, law, political science, namely: O. Bukhanevich, Y. Danshina, O. Karpenko, I. Koliushko, A. Lipentsev, V. Soroko, V. Tymoschuk, V. Telitska, N. Vasilieva, O. Turkova, is devoted to the problem of organization  of administrative services in other countries At the same time, the study of foreign experience in providing administrative services in the field of registration of civil status is insufficiently studied in domestic management science, although scientific interest in these problems is quite high. Highlighting previously unsettled parts of the general problem. In order to improve the quality of administrative services in the field of DRACS, it is advisable to study the experience of Georgia in creating an effective system of administrative services in the field of civil registration and develop general recommendations for implementing this experience in Ukrainian public administration. Paper main body.The reform of the system of providing administrative services in Ukraine, including the field of registration of civil status acts, is largely based on the experience of Georgia. Among the many reforms and innovative projects successfully implemented by the Ministry of Justice of Georgia, the House of Justice has a special place. It is a transparent, open, continuous modern structure that offers citizens fast, simplified and subject-oriented services. There are more than 300 services combined, 400 operators work at the same time, the maximum capacity of the service center is 15,000 people a day. The main principle of the House of Justice is that everything is in one place,  all structural subdivisions that provide services to consumers are located under one roof. The reform of the civil registry began in 2004, when the Passport Office, the Citizens’ Registration Office, and the Civil Registry Office were merged under the auspices of the Georgian Ministry of Justice. In 2006, a new semi-autonomous Civil Registry Agency was established. A feature of the system of registration of civil status in Georgia is the granting of some powers to notaries. The notary has the right to register marriage and divorce and to issue certificates of civil registration. The structure and organization of the providing of services in the field of registration of civil status creates a “front office” (customer service area) and a “back office” (area for employees of supermarkets).  In addition, AGR began to offer new types of services. The agency initiated the improvement of services in the Wedding Houses. It upgraded infrastructure and built new wedding houses in district centers. Various services were provided for the marriage ceremony, such as live music, photographs at the request of citizens, and so on. The divorce procedure in Georgia is also much simpler. In the absence of disputes, it is envisaged to issue a divorce certificate on the 6th day after filing for divorce, not a month later as in Ukraine. Public service reform in Georgia has been neither easy nor simple process. The development led to the opening of Public Service Centers, known as the House of Justice, at the regional level and Community Centers at the community level. Conclusions of the research and prospects for further studies.The analysis of the Georgian experience in the providing of administrative services allows us to conclude that the provision of state services in Georgia and Ukraine differ in content and purpose of their operation. As a rule, the system of providing public services is aimed at properly ensuring the level of social guarantees in society. In world practice, there is openness and transparency between the state and citizens in the provision of public services, and in Ukraine, we do not see the effective interaction between consumers and service providers yet. In addition, it was found that the world practice, on the example of Georgia, is usually focused on the quality of administrative services in the shortest possible time and at the lowest cost, while in Ukraine the filling of the state budget remains a priority. Thus, the experience of Georgia is quite useful for Ukraine in the process of choosing the optimal form of organization of administrative services in the field of registration of civil status.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

scholarly journals Administrative services in the sphere of economic competition

2021 ◽  
Vol 66 ◽  
pp. 147-153
Author(s):  
V.O. Kozhevnikov
Keyword(s):  
Public Administration ◽  
Public Services ◽  
Economic Competition ◽  
Administrative Services ◽  
Administrative Service ◽  
Service Activities ◽  
The Subject ◽  
Administrative Act ◽  
The Law ◽  
Business Entities

The article considers the issues of administrative services provided by the bodies of the Antimonopoly Committee of Ukraine and other bodies of public administration in the field of application of the legislation on protection of economic competition. The range of subjects of public services in the field of application of the legislation on protection of economic competition to which it is offered to carry bodies of the Antimonopoly committee of Ukraine, the Cabinet of Ministers of Ukraine and the Ministry of Economy of Ukraine is defined. The list of services provided by the Antimonopoly Committee of Ukraine is determined. These include: 1) granting permission for concentration; 2) granting permission to coordinate actions; 3) issuance of additional copies of certified copies of decisions on issues provided for in part two of Article 34 of the Law of Ukraine "On Protection of Economic Competition"; 4) preliminary conclusions on the qualification of actions (Article 14 of the Law of Ukraine "On Protection of Economic Competition"); 5) preliminary conclusions on concentration, concerted actions. It is proposed to extend the provisions of the Law of Ukraine "On Administrative Services" to services provided by the Antimonopoly Committee of Ukraine insofar as it does not contradict the legislation on protection of economic competition. Proposals have been developed to amend the Regulations on the procedure for submitting applications to the Antimonopoly Committee of Ukraine for prior obtaining a permit for concentration of economic entities in terms of clarifying the subjects of application for a concentration permit. Administrative services of the Antimonopoly Committee of Ukraine are service activities of the Antimonopoly Committee of Ukraine defined by normative legal acts aimed at meeting the private needs (interests) of business entities in the field of legal relations arising in connection with the application of legislation on protection of economic competition. related to the protection of their legitimate rights and interests). The administrative service of the bodies of the Antimonopoly Committee of Ukraine is provided exclusively on the basis of the application of the relevant business entity. Based on the results of the administrative service, the Antimonopoly Committee of Ukraine provides the subject of the application with an administrative act (permit) or a document.

scholarly journals SURABAYA SINGLE WINDOW SEBAGAI BENTUK INOVASI PELAYAN PERIZINAN DI KOTA URABAYA

2020 ◽  
Vol 2 (2) ◽  
pp. 68-74
Author(s):  
Isro' Lailia
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Positive Impact ◽  
Service Innovation ◽  
Secondary Data ◽  
City Government ◽  
Continuous Innovation ◽  
The City

Fast and effective public services are a supporter of public administration so that continuous innovation is needed to improve the quality of public services. The city of Surabaya as one of the cities with the title of smart city has tried to always make innovations in an effort to improve the quality of public services, one of which is through the Surabaya Single Window. Surabaya Single Window is an online-based licensing service created to create effective public services. This article attempts to describe how the licensing service innovation carried out by the City Government of Suraya through the Surabaya Single Window covers five important aspects. The method used is descriptive qualitative using secondary data. It was found that the City of Surabaya succeeded in creating public service innovations through the Surabaya Single Window. The Surabaya Single Window has a positive impact on licensing services in the City of Surabaya, although in its implementation there are still certain guarantees. 

scholarly journals SISTEM INFORMASI GEOGRAFIS PEMETAAN BENCANA ALAM KOTA BREBES MENGGUNAKAN METODE EXTREME PROGRAMMING

2019 ◽  
Vol 15 (1) ◽  
pp. 77-84
Author(s):  
Warjiyono Warjiyono ◽  
Sopian Aji ◽  
Tri Indah Permesti
Keyword(s):  
Disaster Management ◽  
Public Service ◽  
Service Providers ◽  
Extreme Programming ◽  
Regional Government ◽  
Web Based ◽  
Administrative Services ◽  
Management Agency ◽  
Efficiency And Effectiveness

Public service is an activity of service for every citizen and resident for goods, services, and / or administrative services provided by public service providers, namely the Regional Disaster Management Agency (BPBD) of Brebes Regency. The quality of public services must have the principle of openness or transparency, easily accessible, accountability and cling to the principles of efficiency and effectiveness. But in fact the current information and reporting of disasters is still conventional. This study aims to reflect and build a Web-Based Disaster Geographic Information System using Extreme Programming method. The research method uses qualitative methods with descriptive data analysis techniques. Data obtained by observation and interviews. The benefit of this application is to improve services to the Brebes Regional Disaster Management Agency also useful for internal from the Implementing Party or Admin who can manage Disaster Area data online, accurately, and quickly. As well as greatly helping the community to obtain maps of information on disaster-prone areas, the latest disaster information and the community can report directly on disaster events so that the Regional Government can directly handle the disaster.

scholarly journals PENGARUH KEMAMPUAN MANAJERIAL PIMPINAN TERHADAP MUTU LAYANAN ADMINISTRASI DI PASCASARJANA UIN ALAUDDIN MAKASSAR

2020 ◽  
Vol 11 (11) ◽  
pp. 1-13
Keyword(s):  
Data Collection ◽  
Correlation Analysis ◽  
Service Quality ◽  
Survey Research ◽  
Data Collection Tool ◽  
Managerial Ability ◽  
Administrative Services ◽  
Research Article ◽  
Administrative Service

This research article examines the significance of the influence of leadership managerial abilities on the quality of administrative services at the Alauddin State Islamic University in Makassar, while the objectives of this research article are: first, to analyze the reality of the managerial abilities of the postgraduate leadership of Alauddin State Islamic University Makassar; second, analyzing the reality of the administrative service quality of the Postgraduate Administration at the State Islamic University alauddin Makassar; third, to analyze the significance of the influence of the managerial ability of postgraduate leadership on the quality of administrative services at the Alauddin State Islamic University in Makassar. The type of research used is survey research through a quantitative approach with the data collection tool used is a questionnaire, while the analysis used is the product moment analysis and correlation analysis. The indications for the results of this study are that: first, the reality of the managerial ability of the postgraduate leadership of Alauddin State Islamic University Makassar is in the good category (71.4%); second, the reality of the quality of administrative services at the Postgraduate Program at Alauddin State Islamic University in Makassar is in the medium category (65.8%); third, the managerial ability of the postgraduate leadership of the Alauddin State Islamic University in Makassar has a significant effect (16.5%) on the quality of administrative services at the Postgraduate Program at the Alauddin State Islamic University in Makassar

“Quality of Government”

2021 ◽  
pp. 41-62
Author(s):  
Nikolas Kirby ◽  
Jonathan Wolff
Keyword(s):  
Political Philosophy ◽  
Public Administration ◽  
Public Service ◽  
Good Governance ◽  
Future Research ◽  
Alternative Account

Until recently, with some notable exceptions, contemporary political philosophy has had little to say about topics of “governance.” Unlike earlier thinkers, contemporary theorists have largely ignored topics such as bureaucracy, institutions, corruption, public integrity, and public service. Accordingly, Rothstein and Jan Teorell’s idea of “Quality of Government” (“QoG”), combined with the work of other political scientists and public administration theorists, invites a welcome and long overdue return to topics of governance for political philosophy. This chapter first aims to clarify the precise question to which “QoG” is intended to be answer, that is, the question of “good governance” and distinguish it from more traditional philosophical concerns with justice and legitimacy. We review the limited philosophical landscape, and then critique of the QoG as a theory of good governance. Finally, we tentatively outline an alternative account, and consider directions for future research.

scholarly journals Website as a component of ensuring the transparency of administrative processes in public administration: the example of OTG Dnipropetrovsk region

2020 ◽  
Vol 8 (1 SI) ◽  
pp. 94-97
Author(s):  
Oleksandr Mazur
Keyword(s):  
Public Administration ◽  
Public Information ◽  
Ease Of Use ◽  
Financial Capacity ◽  
Administrative Services ◽  
General Fund ◽  
Regulatory Documents ◽  
Per Capita ◽  
Integrated Assessments

The analysis of the data obtained as a result of evaluation of the official websites of the united territorial communities of Dnipropetrovsk region on the content of regulatory documents, feedback services, administrative services, access to public information and ease of use of the website. The author presents a chart with summary integrated estimates of community websites and the values of the income of the general fund of each united community per capita. It is emphasized that at the time of the study, some of the communities were recently formed, so the scores obtained by the results are not a constant trend, but are a characteristic of the stage of their formation. To identify the correlation of integrated assessments with the financial capacity of each community, compare their graphical representations in the diagram. The evaluation results show that the quality of the website reflects the extent to which the activities of the united territorial community ensure the transparency of administrative processes by stages.

scholarly journals FINANCING THE PROCESS OF PROVIDING PUBLIC SERVICES IN THE PUBLIC SECTOR OF UKRAINE IN THE CONDITIONS OF INFORMATIZATION

2021 ◽  
Vol 4 (39) ◽  
pp. 77-86
Author(s):  
I. Mokhova ◽  
I. Dragan ◽  
O. Коzyrieva ◽  
N. Gavkalova ◽  
A. Dubovik
Keyword(s):  
Public Sector ◽  
Technical Assistance ◽  
Forecast Model ◽  
The State ◽  
Infrastructure Development ◽  
State Budget ◽  
Administrative Services ◽  
The Public ◽  
Administrative Service

Abstract. The article examines the mechanisms of process financing informatization of administrative services. The purpose of the article is to determine the sources of funding and prospects for the provision of administrative services in terms of informatization of the public sector of Ukraine. Research methods are comparative analysis of analytical and official statistical data of Ukraine, institutes of international support on the basis of group classification of instruments of financing of Administrative Servics Center (ASC). It is proved that decentralization, development and improvement of the quality of administrative services determine the ASC as a priority area of reforming the system of administrative services in Ukraine. The legal bases of creation and maintenance of functioning of ASC, legal statuses of establishment, principles of process of rendering of administrative services in ASC are defined. The dynamics of the number of administrative service centers and regional features of functioning are analyzed. Sources of financing of ASC (the state budget, regional and city budgets, means of the State fund of regional development, the international projects of technical assistance) are allocated. It is proved that the most common and largest source of funding for informatization processes in the ASC is the state budget (subvention for infrastructure development). The authors propose a forecast model for the creation and development of administrative service centers in Ukraine under conditions of further state funding in appropriate volumes. The necessity of attracting external sources of financing (funds of international technical assistance projects, initiatives of international donors) in the conditions of limited and deficit of the state budget of Ukraine is substantiated. The necessity of modernization of ASC from the point of view of use of IT-technologies is substantiated. Priority areas for comprehensive reform of improving the quality of administrative services are identified: decentralization, simplification, deregulation, institutional capacity development and communication support. Keywords: financing, administrative services, informatization, public sector. JEL Classification D92 Formulas: 0; fig.: 4; tabl.: 1; bibl.: 13.

scholarly journals IMPROVING THE PROVISION OF PUBLIC SERVICES IN THE UNITED TERRITORIAL COMMUNITIES IN THE CONTEXT OF DECENTRALIZATION

2021 ◽  
Author(s):  
Svitlana Sliusar ◽  
◽  
Ludmila Levaieva ◽  
Keyword(s):  
Public Relations ◽  
Public Administration ◽  
Public Services ◽  
Local Authorities ◽  
Administrative Services ◽  
Legal Foundations ◽  
State And Local ◽  
Radical Transformation ◽  
Practical Implications

In the context of the reform of decentralization in Ukraine, which envisages a set of changes, the main purpose of which is the transfer of significant powers and budgets from State bodies to local self-government bodies, the issue of providing high-quality public services to local self-government bodies is extremely important. To do this, you need to first of all not only create the constitutional and legal foundations for improving the quality of public services provided by local authorities, but also expand their number. Methodology. During the writing of the paper, the following research methods were used: the search for available methodological and scientific literature, comparison, clarification of causal relationships, systematization, analysis of documentation and results of researchers' work on the problem of the conducted research and expert evaluation. Results. These processes require not only the renewal or improvement of the elements of the management system that do not function properly, but also a radical transformation of the mechanisms of the state, in particular legal and organizational and functional, ensuring the processes of regulation of decentralization, which is an important factor in achieving the effectiveness of public administration. Practical implications. This issue becomes even more relevant not only from the rosbalanciousness of the system of regulation of procedural elements in the relations of state and local authorities with citizens, but also because of the lack of a slender, clear and understood ideology of such relations, built on the principles of equality, openness and the rule of law. The solution to this problem is especially important in the context of the formation of civil society – it is the quality of administrative services and the qualification of their provision that is evidence of the attitude of the entire mechanism of state power to the person, the degree of respect for his rights and freedoms. Value/originality. The paper proposes to adopt a code "On public services" in order to improve public relations in the provision of public services by subjects of public administration, analyzed legal and regulatory acts on the basis of which local authorities provide public services, as well as legislative acts that define standards for the provision of public services.

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