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Article
Publication date: 16 October 2017

Lakshmi Shankar Iyer and Subba Rao R.N.

It is the responsibility of any government to ensure efficient, transparent and reliable services to the common man through telecentres. The purpose of this study is to…

Abstract

Purpose

It is the responsibility of any government to ensure efficient, transparent and reliable services to the common man through telecentres. The purpose of this study is to take into account the influence of people and process on transparency that leads to effective e-governance.

Design/methodology/approach

This study involved collecting data through questionnaire method from 400 citizens who visited the telecentres. Data were analysed by conducting chi-square test and independent sample t-test, and it was found that there exists significant influence of location on transparency.

Findings

The current study reiterates the fact from literature that transparency in transactions enables effective e-governance. Beneficiaries perceive that people and processes have influence on transparency.

Research limitations/implications

The research adds up to the literature in establishing that there exist differentials among the rural and urban population with respect to transparency. Results could be skewed, as there could be an impact of population density across urban and rural areas.

Practical implications

This study brings out a framework and an action plan for the government to implement and ensure transparency in processes leading to effective e-governance.

Social implications

The action plan ensures transparency in service delivery leading to effective e-governance. Increased transparency empowers citizens with increased trustworthiness towards services delivered through telecentres.

Originality/value

This paper fulfils the need for an action plan to assure citizens to use deliveries through telecentres with better transparency. The aspect of transparency is not being studied in the present context of service delivery by the government authorities in India. Moreover, the influence of transparency on e-governance is also under-explored.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 4
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 15 May 2017

Parul Jain Gupta and Pradeep Suri

Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of…

Abstract

Purpose

Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects.

Design/methodology/approach

On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects.

Findings

The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects.

Research limitations/implications

The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings.

Practical implications

The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects.

Practical implications

E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts.

Originality/value

A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 2
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 19 July 2013

Prodromos Chatzoglou, Dimitrios Chatzoudes, Eftichia Vraimaki and Anastasios Diamantidis

The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of…

Abstract

Purpose

The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the “New Public Management” (NPM) discipline that has recently found itself under serious critique.

Design/methodology/approach

The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample.

Findings

In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative.

Research limitations/implications

The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment.

Practical implications

The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper.

Originality/value

CSCs are, according to the best of the researchers’ knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision.

Details

International Journal of Productivity and Performance Management, vol. 62 no. 6
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 19 March 2020

Bastian Jørgensen and Jannick Schou

This paper examines how digital reforms affect the relationship between frontline workers and citizens in Danish public sector institutions. Using ethnographic research in…

Abstract

Purpose

This paper examines how digital reforms affect the relationship between frontline workers and citizens in Danish public sector institutions. Using ethnographic research in two branches of public administration, the study highlights how frontline workers act in accordance with seemingly contradictory modes of ordering. Their acts problematize linear conceptualizations of change that often prevail in digital reforms.

Design/methodology/approach

The paper is based on a comparative ethnographic study of frontline workers in the Danish tax and customs administration and municipal citizen service centers. The concept of modes of ordering is used to highlight new tensions that arise as frontline workers adapt to make digital reforms work.

Findings

Frontline workers act according to two different modes of ordering based on the separation between helping citizens help themselves and helping citizens directly. National policies and strategies promote the underlying rationale of the first mode but, as this paper shows, this mode is sustained by a second mode, which involves the intervention of professionals when citizens cannot be helped to help themselves.

Originality/value

The paper, which contributes to our understanding of how digitalization is changing public administrations and the relationship between frontline workers and citizens, challenges applying a linear, technocratic focus in discourses on public sector digitalization and highlights the contradictory practices of frontline work. It demonstrates the necessity of going beyond policy narratives and calls for increased attention to how frontline workers adapt to make reforms work.

Details

Journal of Organizational Ethnography, vol. 9 no. 3
Type: Research Article
ISSN: 2046-6749

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Article
Publication date: 24 September 2020

Evangelos Psomas, Nancy Bouranta, Maria Koemtzi and Efthalia Keramida

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based…

Abstract

Purpose

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

Design/methodology/approach

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

Findings

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

Originality/value

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 13 July 2015

Anja Svejgaard Pors

The purpose of this paper is to examine the impact of e-government reforms on street-level bureaucrats’ professionalism and relation to citizens, thus demonstrating how…

Abstract

Purpose

The purpose of this paper is to examine the impact of e-government reforms on street-level bureaucrats’ professionalism and relation to citizens, thus demonstrating how the bureaucratic encounter unfolds in the digital era.

Design/methodology/approach

The paper is based on an ethnographic study of frontline work at a citizen service centre in a Danish municipality, and draws on empirical material generated through observations, field notes, interviews and policy documents.

Findings

The paper shows that e-government changes the mode of professionalism in citizen service from service to support. An ethnographic account of how digital reforms are implemented in practice shows how street-level bureaucrat’s classic tasks such as specialized casework are being reconfigured into educational tasks that promote the idea of “becoming digital”. In the paper, the author argues that the work of “becoming digital” in client processing entails two interconnected changes in frontline agents’ practice: de-specialization of the task and intensified informality in relation to citizens. As a result, the frontline agent works as an explorative generalist whose professional skills and personal competencies are blurred.

Originality/value

The study contributes to ethnographic research in public administration by combining two separate subfields, e-government and street-level bureaucracy, to discern recent transformations in public service delivery. In the digital era, tasks, control and equality are distributed in ways that call for symmetrical and relational approaches to studying street-level bureaucracy. The argument goes beyond technological or social determinism to find a fruitful intermediary position pointing at technological change as having both constraining and enabling effects.

Details

Journal of Organizational Ethnography, vol. 4 no. 2
Type: Research Article
ISSN: 2046-6749

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Article
Publication date: 4 April 2019

Karen M. Gross Lopes, Marie Anne Macadar and Edimara Mezzomo Luciano

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public…

Abstract

Purpose

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.

Design/methodology/approach

A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.

Findings

The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.

Research limitations/implications

The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.

Originality/value

The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

Details

International Journal of Public Sector Management, vol. 32 no. 5
Type: Research Article
ISSN: 0951-3558

Keywords

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Book part
Publication date: 15 December 2016

Abstract

Details

Mastering Digital Transformation
Type: Book
ISBN: 978-1-78560-465-2

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Article
Publication date: 17 October 2016

Sofie Pilemalm, Ida Lindgren and Elina Ramsell

This study aims to explore recent public sector trends, inter-organizational and cross-sector collaborations, and analyzes these in terms of implications for participative…

Abstract

Purpose

This study aims to explore recent public sector trends, inter-organizational and cross-sector collaborations, and analyzes these in terms of implications for participative development of information systems (IS). These trends are understood as being part of emerging forms of e-government. Initial suggestions for how to develop IS in the new contexts are provided.

Design/methodology/approach

Three cases involving the trends described above, taking place in the Swedish emergency response system, are studied and used as basis for identified participative IS development challenges and suggested adaptation needs. Data collection involves semi-structured interviews, focus groups and future workshops.

Findings

The identified challenges concern balancing ideological versus practical needs, lack of resources, lack of know-how and design techniques and tool challenges. Some practical implications for participative IS development include more extensive focus on stakeholder and legal analysis, need for interdisciplinary design teams, merging of task and needs analysis for yet-undefined user tasks and using on-line alternatives for interacting with users.

Research implications/limitations

The study is exploratory where the three cases are in different, but at the same time interrelated, collaboration contexts. The identified implications and challenges provide proposals that in future research can be applied, formalized and integrated when developing practically feasible participative IS development approaches.

Originality/value

It is argued that the results point toward a current emerging form of e-government initiatives directed toward certain demarcated groups of citizens actually carrying out certain tasks for their co-citizens and society rather than the broad masses, having far-reaching practical implications and complicating the issue of IS development.

Details

Transforming Government: People, Process and Policy, vol. 10 no. 4
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 7 April 2015

Marta Rinaldi, Roberto Montanari and Eleonora Bottani

The purpose of this paper is to propose a business process reengineering (BPR) approach to a public administration of Italy, to first assess the efficiency of the…

Abstract

Purpose

The purpose of this paper is to propose a business process reengineering (BPR) approach to a public administration of Italy, to first assess the efficiency of the administration, then to redesign its internal processes, to improve the current performance.

Design/methodology/approach

A detailed mapping of the AS IS processes of the public administration was initially carried out, together with the collection of the relevant data. Then, a simulation model was designed to support the BPR approach. In particular, the model was exploited to assess the performance of the AS IS scenario of the organization, then to investigate numerous TO BE process configurations and evaluate the achievable performance improvements.

Findings

From the study, it emerged that the current efficiency level of the public administration examined has potentials to be significantly improved. For instance, by maintaining its current workforce, the public administration could consider the opportunity of providing additional services to the citizens or to serve citizens from the neighbouring municipalities. Otherwise, the organization could consider a reorganization and reduction of its current workforce, at the same time keeping the service level to its citizens almost unchanged.

Research limitations/implications

Results of this study cannot be fully generalized, since the whole analysis is grounded on specific public administration. Moreover, although the simulation outcomes of the TO BE processes show interesting improvements compared to the AS IS scenario, the TO BE configurations were not (yet) implemented in practice. Therefore, the results provided should be confirmed in future research activities.

Practical implications

The case study allowed deriving some useful guidelines to improve the efficiency of the public administration examined, as well as to identify some TO BE configurations that could be implemented in practice.

Originality/value

Scientific literature includes a limited number of studies that evaluate the efficiency of public organizations in real contexts. Moreover, no studies target public administrations in Italy. Therefore, this case study represents an interesting addition to the literature.

Details

Business Process Management Journal, vol. 21 no. 2
Type: Research Article
ISSN: 1463-7154

Keywords

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