PUBLIC SECTOR SERVICE INNOVATION COMPARISON

Abstrak Inovasi merupakan suatu hal penting yang harus dimiliki oleh sebuah organisasi pemberi layanan sektor publik. Instansi pemerintah sebagai pemberi layanan dituntut memiliki inovasi untuk meningkatkan kualitas pelayanan kepada masyarakat. Penelitian ini bertujuan untuk membandingkan inovasi pelayanan sektor publik di RSUD Prof. Margono dan Lembaga Permasyarakatan Nusakambangan Cilacap. Metode penelitian yang digunakan adalah metode deskriptif kualitatif. Teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Temuan dalam penelitian ini adalah: 1). Kurangnya personil pegawai yang sesuai dengan tugas dan fungsinya; 2). Kuangnya kesejahteraan pegawai sehingga kinerja pegawai rendah dan tidak berkualitas; 3). Pegawai berpendidikan rendah sehingga tidak sesuai dengan beban tugas dan fungsinya. Rekomendasi untuk kedua Lembaga sector public tersebut dalam penelitian ini adalah: 1). Penambahan personel pegawai sesuai dengan tugas dan fungsinya sehingga cakupan kewenangannya luas; 2) Lebih memperhatikan kesejahteraan pegawai sehingga pegawai termotivasi untuk bekerja dengan baik dan berkualitas; 3) Memberikan Kemudahan kepada pegawai yang ingin melanjutkan pendidikannya kejenjang yang lebih tinggi sehingga kualitas Pendidikan personel lebih seimbang dengan beban kerja. Kata Kunci: Inovasi, Pelayanan, SektorPublik Abstract Innovation is an important thing that must be owned by an organization that provides public sector services. Government agencies as service providers are required to have innovations to improve the quality of services to the community. This study aims to compare public sector service innovations in hospitals. Prof. Margono and the Nusa kambangan Penitentiary. The research method used is descriptive qualitative method. Data collection techniques through interviews, observation, and documentation. The findings in this study are: 1). Lack of employee personnel in accordance with their duties and functions; 2). The lack of employee welfare so that employee performance is low and not qualified; 3). Employees have low education so that it is not suitable with their work load and function. The recommendations for the two public sector institutions in this study are: 1). The addition of employee personnel in accordance with their duties and functions so that the scope of their authority is broad; 2) Pay more attention to employee welfare so that employees are motivated to work well and quality; 3) Providing convenience to employees who want to continue their education to a higher level so that the quality of personnel education is more balanced with the workload. Keywords: Innovation, Service, Public Sector

The antecedents of employee engagement and their effect on public sector service delivery: The case study of government departments in Harare

Orientation: Employee engagement has become an impetus behind business success and a deciding factor for service delivery, especially in the Zimbabwean public sector.Research purpose: This study sought to investigate the antecedents of employee engagement and their effect on public sector service delivery with reference to selected government departments in Harare.Motivation for the study: The government departments in Harare have witnessed gross employee disengagement as indicated by reduced employee commitment and high absenteeism.Research approach/design and method: A quantitative research design was adopted for this study. A structured questionnaire was developed, validated and distributed to 260 employees and management working in five selected government departments.Main findings: This study showed that the antecedents of employee engagement such as effective leadership, training and career development, compensation and incentive programmes, and organisational policies and procedures greatly influenced employee engagement in the public sector. The study also noted that employee engagement positively impacted service delivery in the public sector.Practical/managerial implications: An important implication of this study is the need for the public sector management to understand the significance of the social exchange for employee engagement and to provide employees with resources and benefits that would oblige them to perform productively.Contribution/value-add: This study is expected to enrich the empirical evidence on the antecedents of employee engagement and also provide recommendations for practitioners in investigating the influence of employee engagement on service delivery in the public sector.

Comparison of Public Sector Service Quality

This study aims to obtain information, information, and data about things that have not been previously known. This study examined and analyzed how the Comparison of Service Quality in the Delivery Unit of the Prof.Dr.H.Aloe Saboe Regional General Hospital and Toto Kabila Gorontalo Hospital. The population in this study were visitors at the Public Hospital Unit of Prof.Dr.H.Aloei Saboe and Toto Kabila Hospital. In this study the number of samples used was 80 respondents. In determining the sample, the sampling technique used is the accidental sampling technique. The reference used to measure whether there is a difference between service quality received and expected by visitors is the 5 dimensions of service quality (tangible, reliability, responsiveness, assurance, empathy). The results showed that the significance value (sig-2 tailed) was 0.002 for perception. At the 5% significance level the value is significant because the significance is 0,000 0,05, so it is concluded that there are differences in perceptions of service quality of Rs Aloe Saboe and Rs Toto Kabila so that H1 is accepted. The results of the independent analysis of sample t-test of significance value (sig-2 tailed) amounted to 0,000 for expectations. At the 5% significance level the value is significant because the significance is 0,000 0,05, so it is concluded that there are differences in service quality expectations of Rs Aloe Saboe and Rs Toto Kabila so H2 is accepted.

PERBANDINGAN MANAJEMEN SEKTOR PEMERINTAH DENGAN SEKTOR SWASTA

Public sector service management model has some characteristics that are different from the private sector. The private sector is based on the choice of the individual in the market. Organizations in the private sector are required to be able to meet the tastes and individual selection decisions to meet each individual customer. Such a state is different from what happened in the public sector. The public sector is not based on individual choice in the market but a collective choice in government. Public sector organizations based on the demands of society is collective. Keywords: Comparative Management With the Government Sector Private Sector

Social innovation and service delivery in Belgium and South Africa

Purpose Social innovation (SI) remains a latent area in the South African local government (LG) sphere despite its growing use in public-sector service delivery globally. This paper aims to investigate the use of SI in the service delivery of LG through a comparison between the City of Ghent (CoG) (Belgium) and the Mangaung Metropolitan Municipality (MMM) (South Africa). Design/methodology/approach Through a comparative case study approach, qualitative research methods were used to both collect and analyze the data. Data collection instruments included document analysis (naturally occurring data), semi-structured interviews (generated data) and focus group discussions (generated data). Findings Although LG is obliged to collaborate with citizens, various factors influence citizens’ ability to make contributions, even when platforms are created. Collaborative initiatives aid in the realization of collective development visions and enhance citizen participation in a more responsive and inclusive approach to service delivery. Collaborations would require citizens and LG officials to be empowered by finding new ways of working together, as well as developing skills. Practical implications Citizens’ participation when SI is used to enhance service delivery should be meticulously planned. Co-producing services require a conducive internal organizational context that advances citizen participation in the governance and decision-making of service delivery, which is likewise optimal for enhancing the use of SI during the respective co-production service delivery stages. Achieving a conducive internal organizational context is influenced by the role of LG officials and politicians in understanding the value proposition of participation in service delivery to citizens. This value proposition is crucial to building and establishing a trust relationship between citizens, LG officials and politicians. Finally, consensus concerning the concept of SI and its use and implementation is important to ensure its consistent use and application by a municipality, and thus calls for further in-depth investigation. Originality/value SI is a nascent area for which the discourse is still under development, and it is a concept that is often the subject of debate in literature. This paper is justified by the fact that the use of SI in the South African LG sphere lags behind the growing use thereof in public-sector service delivery by LGs globally. In addition, the study presents novel insights regarding similarities and differences in the use of SI through a comparison between two LGs, namely, the MMM and the CoG.

Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre

Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.