scholarly journals Development of E-State and Innovative Technology in Improving Public Service Quality in Azerbaijan

2020 ◽  
Author(s):  
Farhad Rahmanov ◽  
Elchin Suleymanov ◽  
Khayala Ibrahimova
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Innovative Technology ◽  
The Internet ◽  
Continuous Increase ◽  
Internet Technologies ◽  
The Public ◽  
State Management

The rapid development of the Internet technologies and the continuous increase in the usage area, increase the service quality and speed by utilizing the internet technologies in some of the public services provided. Most of the public services are now provided as electron in developed countries. The concept of state management through innovation methods, the importance of e-government structure in increasing the speed of the state provided by the state is increasing every day, Azerbaijan is also one of the fastest developing countries as it is an internet infrastructure and its population is highly effective on the internet and other innovative technologies. Particularly, some of the oil revenues coming to the country are spent on modernization of modern technologies. The aim of this study is to examine the effects of innovation and e-government applications in the field of public administration in Azerbaijan over the last decade and its impact on public service quality. Developments in recent years in terms of increasing the quality of public service in Azerbaijan, ASAN service, E Signature, ASAN Signature, Electronic tax system and other innovations in the field of public service have constituted the subject of the research and at the end of the study proposals have been made to increase the efficiency of the system.

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.

Voluntary cooperation of citizens in the community model of public service delivery

2020 ◽  
Author(s):  
Beáta MIKUŠOVÁ ◽  
Nikoleta JAKUŠ ◽  
Marián HOLÚBEK
Keyword(s):  
Public Sector ◽  
Service Delivery ◽  
Public Goods ◽  
Public Service ◽  
Public Services ◽  
Revealed Preferences ◽  
Public Service Delivery ◽  
Continuous Increase ◽  
The Public ◽  
Community Model

Most of the developed countries have implemented new principles of public sector reform – new approaches to the management of the public sector. A major feature of the new public management (NPM) is the introduction of market type mechanisms (MTM) to the running of public service organizations: the marketization of the public service. The marketization of public services aims at a continuous increase in public expenditure efficiency, continual improvements in public services quality, the implementation of the professional management tools in the public sector, and last but not least, charge for public services. Price of public services in mainstream economics theory is connected with preference revelation problem. Economic models explain the relationship between consumer behavior (revealed preferences) and the value of public goods, and thus determine the value of the goods themselves. The aim of the paper is to determine the success of the community model of public service delivery based on the demonstrated preferences of individuals in the consumption of public services / public goods. The direct way of determining the preferences of individuals was used in this paper (willigness to pay and willigness to accept). These preferences will be identified based on the crowdfunding campaign as an example of community model of public goods provision by using survey experiment method. The willingness of individuals to pay is dependent on the individual's relationship with the organisation, the organisation's employees, or sympathise with those for whom the collection is, for whom the project is designed.

scholarly journals Rekomendasi Desain Operasi Pelayanan Publik Melalui Evaluasi Pemenuhan Harapan Masyarakat dan Pengukuran Kinerja (Membidik Pelayanan Publik Negara China)

2014 ◽  
Vol 1 (3) ◽  
pp. 341-355
Author(s):  
Yuli Harwani ◽  
Hesti Maheswari
Keyword(s):  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Standard Operating Procedures ◽  
The Internet ◽  
Second Phase ◽  
The Public ◽  
Standard Operating ◽  
Service Standards ◽  
The Village

Complaints communities in the developing countries, especially Indonesia to the public service are still extremely high.  Perceived imbalances such as in: obscurity of time, cost and method of service; discrimination in services based on the relationships of friends, family, political affiliation, ethnic and even religious;  chain length the more entrenched bureaucracy and bribery and extortion.  This condition is a signaled for the government to seek strategic solutions to improve public services. This study aims to discover the design of public service operations in accordance with the expectations of society by measuring the performance of the public service.  Recommended design is a design that lead to e-Government and reinventing goverment to give birth standard operating procedures (SOP) and minimum service standards (SPM) for public services in Indonesia, especially in the public service that is closest to the village community  with Quality function deployment (QFD) in house of quality (HOQ) method. In the first phase of the study mapped 36 public expectations of public services, which are shown in this analysis that the public is not getting an appropriate and satisfying service, although does not show the high gap. On the other hand mapping the public response to the internet-based administration showed the unpreparedness of the people against the internet-based public services. The majority of respondents claimed to feel more comfortable and definitely served in the village office immediately met with the officers.  Queue and the possibility of intervention or extortion is not a problem for society.  In the second phase of this study will examine the true public service bureaucracy and the possibility of cutting the bureaucratic process that is more streamlined, clear, fast, and facilitate community. Last step is to benchmark the Chinese State as densely populated countries such as Indonesia, to make strategic steps and implementable in problem solving public dissatisfaction with public services and the number of maladministration. Keywords: fulfillment of community expectations, e-goverment, reinventing goverment, standard operating procedures, minimum service standards, good governance

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.

scholarly journals Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Pada Bidang Pelayanan Penempatan Tenaga Kerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Kabupaten Bantul Daerah Istimewa Yogyakarta

2021 ◽  
pp. 24
Author(s):  
Wilis Fahlefi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Probability Sampling ◽  
The Public ◽  
Placement Services ◽  
Special Region

The purpose of this study was to determine the effect of the quality of public services on community satisfaction in the field of labor placement services at the Manpower and Transmigration Office of Bantul Regency, Special Region of Yogyakarta. Sampling in this population uses a non-probability sampling technique with the type of accidental sampling. The population of people who visited the Manpower and Transmigration Office of Bantul Regency, D.I.Yogyakarta, was 50. The sample taken was 44. Data was collected by distributing questionnaires to respondents. The collection technique using SPSS.17. Based on the results of the study, it was stated that the Public Service Quality variable had a positive and significant effect on community satisfaction, having a significant value of 0.000 less than 0.05

scholarly journals MEDIA BARU DALAM PELAYANAN PUBLIK

2020 ◽  
Vol 4 (2) ◽  
pp. 149
Author(s):  
FITRIA YULIANI ◽  
Rekho Adriadi ◽  
Linda Safitra
Keyword(s):  
Social Media ◽  
Diffusion Of Innovation ◽  
Public Service ◽  
Public Services ◽  
Service Process ◽  
The Internet ◽  
State Institutions ◽  
The Public ◽  
The Social ◽  
Use Of Social Media

Along with  level of social media fame that higer than before, we cannot deny that now there is an expansion of social media "functions", where the social media is not only used as a medium of self-existence, but also the existence of groups, institutions and state institutions. Used not only for individual interests, but also for economic, social, political, and cultural interests. One of the social media functions “now” is the function of public services, where the social media is used as a medium of public service by institutions and state institutions like Ombudsman RI Bengkulu. Digital-based services through the internet network are carried out by Ombudsman RI Bengkulu as a way to reach the community. Such as through Facebook, Twitter, Youtube and Instagram. Digital-based services via the internet by the Ombudsman RI Bengkulu can be said a manifestation of the Ombudsman service innovation to the public. Therefore it is interesting to see about how far the social media is used by the Indonesian Ombudsman Bengkulu for public service purposes. This study is a qualitative study that seeks to analyze and describe the use of Instagram in public services by the Ombudsman RI Bengkulu. The results showed that social media, by the Ombudsman RI Bengkulu, was used as a medium for socializing and raising complaints in the process of public service. Besides being used as a media for public services, there are positive and negative impacts arising from the use of social media in the public service process by the Ombudsman RI Bengkulu. However, the use of social media is considered effective and is considered to be able to facilitate the process of public service, besides that it is also a manifestation of the diffusion of innovation in the public service process by the Indonesian Ombudsman Bengkulu. Keywords: Utilization, Social Media, public services, RI Ombudsman Bengkulu, Innovation  

A Procedure for Entering into a Public-Private Partnership

10.4335/68 ◽  
2009 ◽  
Vol 7 (1) ◽  
pp. 83-105
Author(s):  
Milan Železnik
Keyword(s):  
Public Finance ◽  
Public Service ◽  
Public Services ◽  
Public Procurement ◽  
Public Private Partnership ◽  
The State ◽  
Research Subject ◽  
Private Partnership ◽  
The Public ◽  
Physical Assets

The prescribed procedure for entering into a public-private partnership, which is the research subject in this paper, is extremely complex and long-lasting because in addition to the umbrella Public-Private Partnership Act, the public partner must observe also the regulations governing the commercial public services, public procurement, public finance and disposal of the physical assets of the state, regions and municipalities. Due to a great number of regulations that need to be observed upon entering into a public-private partnership, in a given case, the public partner has to judge whether or not it is more economical and appropriate to carry out his intention to finance investments in infrastructure or to carry out public service activities in a different manner either by granting an architectural right or by selling physical assets, or by public procurement and not by entering into a public-private partnership. KEYWORDS: • local self-government • public service • public-private partnership • Slovenia

scholarly journals Fiscal Transparency and Public Service Quality Association: Evidence from 12 Coastal Provinces and Cities of China

2020 ◽  
Vol 14 (1) ◽  
pp. 13
Author(s):  
Qiuxia Yang
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Evaluation Index System ◽  
Evaluation Index ◽  
Entropy Weight ◽  
The Public ◽  
Fiscal Transparency ◽  
Order Preference

This paper presents an evaluation index system of public service quality, which contains 35 indexes from the dimensions of the output and effect. Based on data from 2010 to 2017 in 12 coastal provinces and cities of China, this paper assesses public service quality by using the methods of entropy weight order preference similarity to the ideal solution (TOPSIS) and analyzes the effect of fiscal transparency on public service quality. The results show that the public service quality in the 12 coastal provinces and cities of China studied is relatively high, and fiscal transparency has a positive effect on public service quality. This analysis showed that an increase of 1% in fiscal transparency would lead to an increase of 0.0323% in the quality of public services. Fiscal transparency contributes to the quality of public services by improving the scale of investment and the efficiency of public services expenditure; this is because fiscal transparency can increase the expenditure on public welfare services and curb official corruption. Furthermore, the proposed evaluation index can enable government administrators to take the necessary steps on the appropriate dimensions to improve public service quality. This study can provide some guidelines for other countries, especially to improve public service quality by increasing fiscal transparency.

scholarly journals SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA

2021 ◽  
Vol 6 ◽  
pp. 293-311
Author(s):  
Iveta Katelo ◽  
Irēna Kokina ◽  
Vitālijs Raščevskis
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Public Administration ◽  
Customer Service ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Assessment Model ◽  
Quality Of Services

Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State Social Insurance Agency), offer employment promotion services (SEA – the State Employment Agency); realize tax policy in the state (SRS – the State Revenue Service), implement the state environmental protection policy (MEPRD – Ministry of Environment Protection and Regional Development); provide legal aid services (DC – Daugavpils Court). The quality of services provided to the clients of corresponding institutions was evaluated. For the data collection, the service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988) was used, as well as the analysis of the research data factors was carried out.The service quality assessment revealed that the performance of public service organizations in Latvia does not meet the customers’ expectations. The evaluation of service quality provided by public authorities, as well as their regular monitoring would improve the quality of services provided. 

scholarly journals Information Service Activities on the Public Satisfaction Levels in the Public Service Mall of Palopo City

2021 ◽  
Vol 13 (2) ◽  
pp. 219-229
Author(s):  
Nila Mulia Sari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Information Service ◽  
Information Services ◽  
Quantitative Research Methods ◽  
The Public ◽  
Entrepreneurial Spirit ◽  
The Government ◽  
Improve Service Quality

The government continues to make paradigm changes to make the government system even better. A rigid and centralized government has now turned into a decentralized government and has an entrepreneurial spirit. For this reason, it is necessary to improve service quality on an ongoing basis for the realization of prime public services. Improvement in the quality of public services is carried out comprehensively and integrated, both internally and externally. It is necessary to make improvements and requires proper management to improve service quality. Information services provided by the Public Service Mall by the Palopo City One-Stop Investment Service (DPMPTSP) is a breakthrough that sought to increase public satisfaction in the city of Palopo. This study investigates how public satisfaction with information services was carried out by Public Service Mall (DPMPTSP). This research uses quantitative research methods with a non-random sampling technique by accidental sampling, namely anyone who coincidentally meets the researcher can be used as a sample. The results of this study indicate that the information services provided by the Public Service Mall DPMPTS Palopo City make the public feel satisfied through indicators; (1), Building an information system (2), Establishing a list of information (3), providing facilities and infrastructure (4), Information complaint services. The contribution of this research is expected to be an innovation in realizing a fast, easy, transparent, sure, and affordable government service process as well as bringing closer and providing broader services to the public.

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