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The paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.

The paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.

Electronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.

The paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

This study aims to examine the linkages between digitalisation, public service delivery and corruption in Ghana using survey data from 121 respondents in Ghana. The authors also examine the mediating role public service delivery offers on corruption.

This study relied on the capability theory as its theoretical lens and partial least squares structural equation modelling (PLS-SEM) as the data analysis technique.

Results from the PLS-SEM analysis show that public service delivery significantly reduces corruption, whilst digitalisation does not. However, public service delivery significantly mediated the relationship between digitalisation and corruption.

This study’s limitation is that the data was collected from Ghana only. To enhance the generalisability of findings, future research could collect data from multiple countries. In addition, the study did not factor in the moderating effects of demographic variables such as information and communication technology (ICT) literacy. Future research could consider these variables, given the low ICT literacy level of individuals in developing countries. Finally, future researchers could triangulate results with interviews and focus groups to provide more value to the identified questionnaire-based data.

The findings of this study highlight the need for digitalisation to be included in Ghana’s national policy objectives and service delivery objectives. It is essential for the government to ensure broader public engagement with stakeholders, including citizens, to ensure that digitalisation goals are achieved. The study’s results indicate that digitalisation does not significantly influence corruption. This calls for the government of Ghana to consider raising the level of human capital for the successful planning and deployment of e-services. This includes raising citizen ICT literacy and adopting cutting-edge technology to fully realize the benefits of online services. Developing capabilities, e-government leadership, and public sector employees as enablers of online public services should go hand-in-hand. It is also important to build connected capacities in the country and enhance access to information and technology, along with increasing digital infrastructure.

To the best of the authors’ knowledge, this is the first study to examine and offer a dual perspective on the role of digitalisation on public service delivery and corruption whilst considering the mediating role public service delivery offers on corruption.

The purpose of this study is to investigate into the perception of new public sector management (NPM) and service delivery among senior officers of the Mauritian public sector in the context of reforms. Although improved service delivery is one of the salient outcomes of successful reforms of NPM, many governments in the world have not been able to fulfil this promise. While few extant research probe into the factors affecting service delivery, mostly from the customer’s perspective, this study probes into how senior public officers themselves perceive service delivery as part of their duty in government.

The qualitative stance was adopted for this study. Interviews were conducted with 23 senior public officers having on average 20 years of service in the Mauritian public sector. Data obtained was transcribed and coded under themes, sub-themes and emergent themes. These were then analysed in the light of the literature review conducted.

The findings of this study revealed that NPM was being practiced and service delivery was an imbedded factor among senior public sector officers of the Mauritian public sector. Among other factors, officers interviewed were of the opinion that serving the public was a legitimate part of their job, view that they had agreed to serve the government of Mauritius. Such a finding proves to be very encouraging for the Mauritian Government, still struggling to achieve reforms or NPM doctrines.

This study contributes to the scant literature on NPM and service delivery in small island developing states. It explores the perception of experienced senior officers about the practice of NPM and the state of service delivery.

This study elucidates how senior public servants themselves perceive service delivery and can, thus, serve as an example of public sector best practices in small island developing states.

While most studies with respect to public sector reforms concentrate on developed countries, this study takes place in the small island state of Mauritius. More so, the perception of public servants themselves have been explored in the context of service delivery improvement and reforms, contrary to other studies which concentrate of the customers’ perceptions.

The purpose of this paper is to discuss citizen participation in public service delivery protests in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities: Lesedi, Emfuleni and Midvaal.

A structured sample of 1,000 respondents was used in the study. The descriptive and inferential statistics approaches were applied to understand the root causes of the protests.

Overall, the average level of satisfaction with public service delivery is quite low. Service delivery protest participants opine that doing so is the only way of getting things done in the municipality. The overwhelming opinion of respondents is that the councillors are unresponsive.

Public service delivery in Sedibeng municipality must improve so that citizens' confidence in municipal governance can rise. Sedibeng municipality should urgently improve the socio‐economic conditions in the communities and should prioritise crime prevention, job creation and development for young people. Health care delivery is important to long‐term residents. Government should ensure that all allegations of corruption and maladministration are speedily and transparently dealt with, without fear or favour.

Studies that provide insight into citizen participation in public services delivery protests in Africa are very few and so this study makes an important contribution to our understanding of this important field.

The dramatic population growth of Hispanics and immigrants, combined with the issue of diversity, in the United States population raises several important questions about the future role of public administration and the delivery of culturally appropriate and culturally responsive public programs and public services in the post modern era of diversity. What is cultural competency in public programs and public service delivery? Can public agencies become culturally competent organizations? What is a cultural competency model for public administration and public service delivery? Aims to answer these questions that point to the need for a “new” kind of public servant and public service agency provider– one who possesses explicit cultural competency skills to work with racial/ethnic and cultural/linguistic groups in the delivery of public programs and public services.

Utilizing a literature review approach, the paper examines the concept of culture in public administration and argues that “culture” and “competency” must be tied together thereby leading to a contemporary standard and operational framework for advancing cultural competency in public administration and public service delivery. The article argues that cultural competency can enhance public administration/public service delivery normative values by increasing an agency's ability to work efficiently, effectively, and equitably in the context of cultural differences.

The paper concludes that there are five reasons for incorporating cultural competency into the study and practice of public administration/public service delivery and moving a public agency toward cultural competence.

Embracing cultural competency in public service delivery recognizes the salience of understanding the cultural context in which any direct public service encounter occurs. Advancing cultural competency presents an opportunity to address the incomplete and often times inaccurate public services and public programs provided to minority populations. A focus on cultural competency increases the relevancy of a public agency's administration, services and programs to the groups that can best utilize them. Having knowledge, awareness, and skills in cultural competency, service delivery professionals are better prepared to do their jobs.

This paper should be of value to both academics and practitioners as they grapple with diversity and immigration issues, public administration, public programs and public service delivery.

The new South Africa came into being in 1994. The new government inherited the national public service and those of a variety of former provinces and homelands that had to be amalgamated to form a national unified public service. Although this task was accomplished rapidly, the resulting public service was very large, and exhibited many features of traditional bureaucracy, including hierarchical structures, limited automation and IT applications, low levels of training, a poor work culture, language and cultural barriers, and an overall orientation towards inputs and processes rather than service delivery and results. Within the first three years of the new order, substantial effort was devoted to reforming the bureaucracy. New public service legislation and regulations were introduced, new and powerful central personnel agencies were created, English became the language of administration, and substantial authority was devolved to departments and provinces. Despite these reforms, progress in improving results in terms of service delivery, especially to previously disadvantaged communities, was mixed. Towards the end of the 1990s increased attention was paid to means of improving service delivery. Three important initiatives in this regard were Batho Pele (1997), the adoption of eight nationwide principles for better service delivery; a public private partnerships initiative (2000) and the promotion of alternative service delivery. While alternative service delivery initiatives are largely at pilot stage, they offer a promising alternative both to traditional bureaucracy (with its cost and poor service delivery focus) and to a narrow version of privatisation (which could involve heavy social costs, job losses, and regressive redistribution of wealth). This paper reviews these developments and outlines some promising alternative service delivery pilot projects.

The purpose of this paper is to analyze citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. The municipality consists of three local municipalities, Lesedi, Emfuleni and Midvaal.

The sampling procedure was carefully designed, taking into account the spatial distribution of the population in the Sedibeng district municipality and the three local municipalities. A structured sample of 1,000 respondents was used for the study and descriptive and inferential statistics approaches were used. The focus was on citizen satisfaction with public service delivery in health care, housing, water, electricity, solid waste removal, community services or overall physical appearance of the community, cutting crimes and job creation.

Respondents are most dissatisfied with roads maintenance, government efforts to create jobs and reduce crime. Respondents from Emfuleni local municipality hold more positive feelings about public service delivery in the area of water, electricity, and solid waste. Their most negative feeling is in the area of job creation, roads and the municipality's efforts in cutting down on crime. On balance, respondents from Lesedi hold positive feelings about public service delivery only in the area of water and electricity supplies. Similarly, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Respondents from Midvaal do not hold positive feelings about public service delivery in their local municipality. Similar to other two local municipalities, their most negative feelings are in the area of job creation, roads, and the municipality's efforts in cutting crime. Overall, the most negative sentiment about public service delivery has been expressed by respondents from Midvaal, followed by Emfuleni and Lesedi.

It is important for public service delivery in Sedibeng municipality to improve so that citizens' public confidence can rise.

Throughout Africa, governments have been entrusted to finance and provide basic services such as health, education, telecommunications, safe water and modern sanitation. Adequate access to these services enhances development. Public services are a key determinant of quality of life that is not measured in per capita income. They are also an important element of any poverty reduction strategy. Thus, improving public service delivery is one of the biggest challenges in the continent.

The paper seeks to provide an overview of the service delivery innovations and reforms introduced in Malaysia's public sector and examine and analyse their overall impacts on governance.

The paper has adopted a combination of descriptive and analytical methods and is primarily based on secondary sources of data and information. While it provides a systematic review of general literature on service delivery innovations and those on Malaysia, the paper draws its conclusions on the basis of triangulation and careful analysis of data available in various local and international sources.

Although lately Malaysia's service delivery system has witnessed a comprehensive set of innovative changes, public governance of the country continues to suffer from poor records and unfavourable ratings. Innovations and reforms introduced have so far produced generally positive but limited impacts. The paper demonstrates a number of key areas where the impacts of reforms have been clearly unsatisfactory.

The findings of the paper are not based on a comprehensive and rigorous empirical work and, therefore, can only be interpreted as indicative of the overall situation.

The issues and challenges identified in the paper and the policy implications proposed should aid the formulation of strategies and measures for further improving service delivery and governance in Malaysia and other similar contexts.

The paper adds to the limited literature in public governance and service delivery in Malaysia. The findings of the paper are of practical significance to all those interested in this area – especially the policy makers and practitioners in Malaysia's public service.

The aim of this research is to display an applied and descriptive survey, assessing the feasibility of creating an inter‐library loan (ILL) system and document delivery services in public libraries of Fars Province (Iran).

The tool for gathering data in this study is a questionnaire distributed to 254 people from public library managers and librarians in Fars Province. Data analysis was performed with statistical software SPSS (version 16), using descriptive statistics and the Friedman test.

Based on the findings, 69.94 percent of research librarians and 95.9 percent of managers surveyed need to implement an inter‐library loan system. Activity of libraries in Fars Province in the field of ILL and document delivery library services was very low (5.73 percent). Research subjects indicated that the limitations and potential problems in implementation included: no guarantee that prevents damage to resources (97.3 percent), a lack of consistent rules using library services ILL (95 percent), a lack of funding for cooperation among libraries (92/1 percent), a lack of cooperation between public libraries in ILL library (91.3 percent), the high cost of cooperation among libraries, non‐credit provision for main organization (89.4 percent), a lack of equipment such as computers, scanners, copiers, and faxes (89 percent), a lack of librarians familiar with network technologies and databases (83.9 percent), a lack of trust among professionals in the field of librarianship and library document delivery services (80 percent), and a lack of coordination between the center and the library system for implementation (80 percent).

The paper offers recommendations which, if enacted, would lead to a much needed improvement to the ILL and document delivery services of public (and other libraries) in Fars Province.

Bureaucracy to a large extent entrenches orderliness and productive means of achieving goals in both public and private organisations across the world. However, bureaucracy is not suitable in the management of hospitals due to its peculiar nature of operations. This study investigates the conundrum of bureaucratic processes and health-care service delivery in government hospitals in Nigeria.

The study surveyed 600 outpatients and attendees visiting tertiary and government hospitals in Nigeria using descriptive design to obtained data from the respondents. A research instrument, questionnaire, was used to gather data. Out of the 600 outpatients visiting the 20 hospitals in government and tertiary hospitals, 494 responses were returned from the attendees. The study employed random sampling strategy to collect the information.

The findings of this study were that service delivery in government hospitals were in adverse position on all the four constructs of bureaucratic dimensions as against quality of service delivery in hospitals in Nigeria. It discovered that bureaucratic impersonality cannot impact on the quality of service delivery in government hospitals in Nigeria. Separation and division of labour among health workers have no significant effect on quality service delivery in government hospitals. Formal rules and regulations (administrative procedure, rules, and policies) prevent quality service delivery in government hospitals in Nigeria. Also, patient’s waiting time was not significant to the quality of service delivery in government hospitals.

The results are constrained with dimensions of bureaucratic processes. Thus, the implication of this study is that bureaucracy in the Nigerian public hospitals is an unnecessary marriage which should be carefully separated and de-emphasised for quality service delivery in the hospitals to thrive.

Largely, this study is practical essential as it unearths the irrelevant operations procedure that hinder progress in Nigerian hospitals.

The study accomplishes recognised importance to survey how bureaucracy impedes quality service delivery in government hospitals. This study has provided a vital clue to elements that will bring rapid attention to patients’outcome in Nigerian hospitals and health-care facilities which hitherto has not been emphasised. The study has contributed to the existing body of knowledge associated to healthcare service quality in developing country.