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This study aims to provide a better understanding of Native American women veterans’ experiences with Veteran Administration and Indian Health Services. Eighteen interviews were conducted with special attention to the quality and quantity of health and mental health care services veterans accessed, the barriers and local contextual factors in accessing and utilizing services, and potential solutions to service gaps for women veterans from two Montana reservations, the Northern Cheyenne Reservation and the Confederated Salish and Kootenai Tribes of the Flathead Reservation.

We examine the barriers and needs of Native American veterans in both reservations using qualitative methods. The research analyzed 18 interviews with women veterans from the Northern Cheyenne and Flathead reservations.

Native American women veterans identified a number of barriers to accessing care, some of which include lack of information regarding eligibility and the types of services available. Women often found the application process to be confusing and difficult. Other barriers included distance, cost of travel, and conflicts with their work schedule.

This exploratory case study served to clarify the challenges and obstacles Native American women veterans experience with accessing health and mental health services. This research revealed several patterns and themes in the experience of Native American women veterans in both reservation communities when attempting to access and seek care at Veterans Administration (VA) facilities and Indian Health Services (IHS). This research calls for policy changes and research to clarify how resources can be more efficiently and effectively distributed to rural veterans.

Little research has addressed the needs of Native American veterans. American Indians and Alaska Natives serve at a higher rate in the U.S. military than any other population. This research provides important information about Native American veterans who are often underrepresented in survey research, yet a rapidly growing segment of the United States military and veteran population.

This chapter looks at Australian public libraries and how they have developed and delivered inclusive service to people with disabilities over the past decade or so. As digital technology impacts the public library sector the question of “how are libraries responding?” emerges, especially for the one in five Australians living with disabilities. This chapter is focused on how the public library network is delivering digitally inclusive services to people with disabilities.

The approach was to examine the international obligations, related governance, and professional standards that apply to Australian Public libraries; the current disability and digital inclusion related research from the past decade; and highlight some of the better examples of practice in Australian public library service.

This chapter is not a comprehensive examination but rather a summary scan of digital inclusion practice. However, it raises a number of questions for further investigation: research as to how these obligations are put into practice; how they can be better shared and learnt from; and more importantly how the aspiration of “inclusion for all” is being met.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

The aim of this chapter is to explore changes since the COVID-19 pandemic in welfare policies and services for people with learning disabilities and autism in England, focusing mainly on educational and health and social care sectors.

A review of official policy documents published on GOV.UK from January 2020 to May 2021 has been conducted using keywords on the topic in question, and semi-structured interviews took place in 2022 with four key informants/stakeholders working in health and social care or education sectors of people with learning disability or autism in England.

The main findings indicate a need to shift practices online due to the pandemic, for both education and health and social-care practice. It is also clear that reforms and adjustments were implemented in guidance, policies and frameworks for the support of persons with learning disabilities and autism. It has been increasingly difficult for people with disabilities to access healthcare services and medication during the pandemic, and this has had an impact on their overall health and wellbeing too. Experts suggested that smoother changes and more support are required, in terms of provision of services, research, access to healthcare, educational services, mental health, employment, as well as more public funding on such services for people with learning disabilities and autism.

The main lessons learned were focusing on the use of online resources, digitalisation of services and access to them, but also difficulty of the system to adapt fast to major changes required in order to support people with disabilities.

How can academic libraries unlock staff capacity for new initiatives as they transition their collections from print to digital? The following are four strategies for recapturing staff time as libraries adopt new formats while still supporting older ones at a smaller volume. First, librarians should employ strategic collection development that takes into consideration opportunities for efficiencies as they make the print to digital transition. Second, libraries should implement creative reorganizations in order to scale down print services and effectively manage new digital formats. Third, libraries should rightscale their infrastructure, that is, choose the appropriate level – local, consortial/regional, national, or global – where collection management activities should take place. Fourth, libraries, library software vendors, and publishers should develop purchasing and resource discovery infrastructures that harness shared data to enable network level electronic resource management.

Since the 1994 regime change many South African public libraries have been destroyed by the communities they were serving which raises questions about how communities perceive these libraries. With the loss of activist library organizations, few insights are gained from activists or critical librarianship on how to respond. In this context, the chapter examines public library social inclusion and poverty alleviation initiatives, and government conditional grants to public libraries.

Using a transformative paradigm, a qualitative approach and thematic analysis, the chapter examines recent literature on public libraries and social inclusion, and local annual and parliamentary reports. A mini-survey yields case study material.

The findings augment the scarce store of recent evidence on South African public libraries. Most provinces had built new libraries, upgraded others, and installed information and communication infrastructure to enhance access. Problems included governance, fund wastage, and staffing. The libraries have great potential to improve their relevance for local communities.

The poor survey response rate and lack of a comprehensive national database on public libraries limits the research. Annual reports are uneven in comprehensiveness, making comparison difficult.

The chapter recommends (i) creating a national information system to monitor service delivery via the grants and enable rigorous investigation of their impact and (ii) increased government support for public library social inclusion initiatives.

First hand evidence from local librarians and official reports demonstrates the grants’ effect on public library promotion of social inclusion and shows what is possible in a situation of historical inequities.

Employment has been identified as a significant goal for many homeless persons with mental illness. However, treatment plans for this population typically focus on housing and mental health needs, and neglect to assess individuals’ desires and abilities to achieve and maintain paid employment. This chapter describes the work experiences of the Chicago cohort of the Access to Community Care and Effective Services and Supports (ACCESS) project.

Introduction − Covid-19, which first emerged in Wuhan, People’s Republic of China, in January 2020, with an unknown source, spread to all countries of the world very quickly and caused the death of over two million people world-wide. This ever-increasing global need for health care has created a radical transformation in terms of not only in health care, but also in all public services. Transportation services for the transfer of patients to health institutions, education services due to the dangers of face-to-face training, justice services due to the postponement of non-urgent court proceedings, security services in terms of restriction sanctions and all public services in general due to the disruption of access to public services due to flexible working hours applied to public personnel has entered into an unplanned provision.

Purpose: The aim of this chapter is to identify the problems that arise in the provision of public goods and services due to the global epidemic of Covid-19, and to bring a new interpretation to the theoretical discussions about the optimal delivery level of public services when there is a situation of communicable disease.

Methodology: The principles of public goods and service provision of G20 countries, Covid-19 mortality rates, indicators of the well-being of healthcare delivery such as the number of bed and personnel, the type and number of devices used to diagnose the Covid disease, and the public service restrictions taken to eliminate Covid-19, have been evaluated by employing descriptive analysis. In order to prevent income and advanced levels from becoming distinctive features, G20 countries with similar income and development levels were selected for this research.

Findings: Due to the Covid-19 pandemic, there has been a distortion in the preference of provision of almost all public goods, and it has been observed that the delivery level of public services affects each other since all are linked like a chain. Failure to achieve what is expected from international organizations, which should be in a regulatory position in this regard, has increased concerns about the optimal presentation level of all public goods, especially health, in the future. As long as there is a global pandemic and countries do not take effective measures, a bad second best position that is far from optimal results but provides that instant solutions.