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Article
Publication date: 27 May 2022

João Paulo Santos Aragão and Marcele Elisa Fontana

This paper aims to propose guidelines for public sector managers in assessing the impact of outsourcing on business continuity (BC) strategies. This paper evaluated how…

Abstract

Purpose

This paper aims to propose guidelines for public sector managers in assessing the impact of outsourcing on business continuity (BC) strategies. This paper evaluated how public managers from the state of Pernambuco, Brazil, perceive outsourcing, considering BC and how it relates to the outsourcing of services and activities.

Design/methodology/approach

Theoretical lenses of outsourcing and BC were used to derive the study hypotheses. A questionnaire was drawn up to collect information to test the hypotheses. To test the proposed hypotheses, binary logistic regression was used through an empirical analysis of a sample of 51 Brazilian public managers.

Findings

This study found that when the public sector suffers from negative impacts of financial restrictions, outsourced services are the first ones to receive the negative impacts. This has had an adverse impact on BC in the public sphere. On the other hand, the authors verified that the public sphere’s capacity for resilience and the existence of specific methodologies to support public managers in outsourcing decision-making can contribute to BC.

Research limitations/implications

This study assists public organizations to take advantage of internal outsourced services in the best possible way, making better use of public resources, gaining social legitimacy and legitimacy also in the provision of public services. However, each public sector can present different risks of non-continuity, and this aspect could not be considered in this research as well.

Originality/value

This study is a pioneer in highlighting the relationships between outsourcing strategies and BC in public services in Brazil. Through the guidelines discussed in this study, public managers could develop a more effective response to the implications of post-outsourcing budget constraints. In addition, the findings of this paper add to an understanding of the importance of business strategies for public services continuity and seek to help reduce uncertainties and better inform the government decision-making process.

Details

Journal of Global Operations and Strategic Sourcing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-5364

Keywords

Book part
Publication date: 24 January 2022

Sevilay Ece Gümüş Özuyar

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…

Abstract

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.

Details

Insurance and Risk Management for Disruptions in Social, Economic and Environmental Systems: Decision and Control Allocations within New Domains of Risk
Type: Book
ISBN: 978-1-80117-140-3

Keywords

Book part
Publication date: 25 November 2019

Riku Ruotsalainen

Leaders derive their capacity for driving institutional change from their power over organizations, but prior research says little about how leaders with limited power…

Abstract

Leaders derive their capacity for driving institutional change from their power over organizations, but prior research says little about how leaders with limited power over a dominant intraorganizational group can acquire such a capacity for institutional action. This chapter develops a multilevel model that helps to understand how leaders of public service organizations were able to introduce “contract organization” form of organizational governance that enabled them to outsource the provision of public services to private firms. By doing so, this chapter adds to existing accounts of how power and political processes can give rise to organizational and institutional change.

Book part
Publication date: 29 January 2018

Jari Vuori, Marika Kylänen and Santtu Mikkonen

The chapter aims to compare public, private and non-profit working citizens’ preferences for cross-sectoral relations in England and Finland. Its main contribution is in…

Abstract

The chapter aims to compare public, private and non-profit working citizens’ preferences for cross-sectoral relations in England and Finland. Its main contribution is in identifying preferences in the delivery of services in the respective countries in which citizen choice has become an issue in times of public sector austerity. Challenges arise because in these two similarly institutionalized healthcare systems but pluralistic societies people have contrasting perspectives on the values that should guide policy decisions. The survey data was therefore collected in both England (N = 2,000) and Finland (N = 1,973) in 2013 from cities in which citizens have choices regarding health service delivery. Our informants in England anticipated more potential for better ‘privatized driven public interest’ than did those in Finland. Surprisingly, over 60% of public sector employees in England would like for-profit healthcare to carry main responsibility, and almost 55% of all employees agree with this. Almost 20% of respondents in both countries did not care who the service provider is if only services are available. Thus, the research has pioneering relevance for policymaking, public strategic management and the comparative empirical study of managing people’s preferences in cross-sectoral relations. We conclude that identifying working citizens’ preferences is crucial for effective utilization of current welfare services because the preferences derive from both service and work experience. In sum, strategically, this identification lets public managers balance biased images of the cross-sectoral differences and reconstruct functional hybridity of services.

Details

Cross-Sectoral Relations in the Delivery of Public Services
Type: Book
ISBN: 978-1-78743-172-0

Keywords

Book part
Publication date: 29 January 2018

Gianluca Antonucci

This work aims at investigating how different governments, and political contexts, perform public service organisations as hybrid organisations in the case of health…

Abstract

This work aims at investigating how different governments, and political contexts, perform public service organisations as hybrid organisations in the case of health social assistance care services. Run using qualitative methods (interviews and direct observation), it presents a descriptive comparative study upon five local PSOs, from five European countries, engaged in delivering services for people with autism. Analysing their developmental paths in the light of neo-institutional theories, the study points out that the trigger for the development of hybrid organisations lies in the users and governments have the crucial role of being the enabler of the process, within an evolving complex relationship between public sector and third sector, as well as society at large.

Details

Cross-Sectoral Relations in the Delivery of Public Services
Type: Book
ISBN: 978-1-78743-172-0

Keywords

Book part
Publication date: 16 September 2019

Gerlinde Verbist and Michael Förster

This chapter discusses the major steps and issues related to the inclusion of public services in inequality research. Empirically, it investigates how the income…

Abstract

This chapter discusses the major steps and issues related to the inclusion of public services in inequality research. Empirically, it investigates how the income distribution in countries changes when the value of publicly provided services to households is included. The authors consider five major categories of public services: education, health care, social housing, childcare and elderly care. On average across OECD countries, spending on these ‘in-kind’ benefits accounts for about 13% of GDP, slightly more than the spending on cash transfers – but with considerable cross-country variation. Broadening the income concept to account for in-kind benefits considerably increases households’ economic resources. But public services also contribute to reducing income inequality, by between one-fifth and one-third depending on the inequality measure. This chapter suggests that publicly provided services fulfil an important direct redistributive role in OECD countries.

Details

What Drives Inequality?
Type: Book
ISBN: 978-1-78973-377-8

Keywords

Book part
Publication date: 16 November 2009

Francesca Petrella

Over the past few decades, the subject of governance has come to the fore in many public discussions, notably with regard to reforms of the social protection system…

Abstract

Over the past few decades, the subject of governance has come to the fore in many public discussions, notably with regard to reforms of the social protection system. Without entering into various debates the concept has generated, we shall use it in its positive sense (Gilly, Leroux, & Wallet, 2004), to designate all of the interactions between various public and private actors in the elaboration and implementation of public policies to attain shared objectives of general interest (Enjolras, 2008; Le Galès, 1998). Governance thus reflects a change in the forms of collective action – which certainly would qualify as modernisation – and the growing importance granted to management strategies in this change. It also brings out the complexity of the interrelationships between the different levels of decision-making (horizontal and vertical), which might be characterised as ‘poly-governance’ (Eme, 2005). And governance also permits a simultaneous approach to the new territorial, productive and partnership arrangements emerging in response to the different levels of constraints and socio-demographic changes. These issues lie at the heart of the transformations of the welfare state and related policies for rationalising public intervention and stabilising public finances. Studies dealing with welfare mix and welfare pluralism (Evers & Svetlik, 1993; Esping-Andersen, 1999; Ascoli & Ranci, 2002; Pestoff, 2006; Richez-Battesti, 2008) bring out different ways of combining sources of risk protection or other forms of solidarity. Such research reinforces analyses of co-ordination, as well as those of management and decision-making.

Details

Civil Society in Comparative Perspective
Type: Book
ISBN: 978-1-84950-608-3

Book part
Publication date: 23 May 2016

Fergus Lyon

As entrepreneurship and market mechanisms are increasingly seen as a central part of public sector reforms to health and education, this chapter examines the…

Abstract

Purpose

As entrepreneurship and market mechanisms are increasingly seen as a central part of public sector reforms to health and education, this chapter examines the entrepreneurial behaviour of public service providers in rural areas of the United Kingdom. Specific questions to be addressed include: How do rural providers (GPs, hospitals, schools) respond to the ‘market’ for provision of public services in rural areas? What are the constraints in acting entrepreneurially in these rural ‘markets’?

Methodology/approach

This chapter draws on a review of the literature and an empirical study of health care providers and schools with an emphasis on provision in rural areas and non-metropolitan urban areas. The results are based on 130 interviews with public, private and not-for-profit sector providers, and commissioners in health and education. Providers interviewed include schools, primary health care providers (General practitioners) and hospitals.

Findings

The challenges facing rural provision are examined. In terms of income generation providers reported the difficulties in having the critical mass required to keep services viable. There was particular attention to finding ways of diversifying income sources to increase turnover. Providers for rural areas are also having to find ways of coping with increased costs compared to urban providers, with limited account taken by the commissioners/buyers of services. The constraints related to introducing entrepreneurial behaviour to individuals who are resistant to risk taking and innovation based on market forces are also examined.

Research limitations

The work is based on a qualitative survey of a number of sectors. Further larger sample work is required to explore the propositions identified in more detail. The policy context has also been changing, with a need to identify how changes in government have affected the nature of entrepreneurship in public services.

Practical implications

The chapter provides policy implications and insights for providers of rural public services. There is a need to encourage diversity of income sources and to encourage collaboration between providers. There is also a need to identify where entrepreneurs in the public, private and social enterprise sectors are unwilling to deliver.

Originality/value

The chapter identifies key theoretical issues related to the role of enterprise in delivering public services. Further insights are provided regarding the role of rurality on both enterprise behaviour and public service delivery.

Details

New Perspectives on Research, Policy & Practice in Public Entrepreneurship
Type: Book
ISBN: 978-1-78560-821-6

Keywords

Article
Publication date: 16 October 2007

Seongsin Lee

The puropse of this paper is to understand the components of Vroom's expectancy theory; to create or develop a public library customer motivation model using Vroom's…

35246

Abstract

Purpose

The puropse of this paper is to understand the components of Vroom's expectancy theory; to create or develop a public library customer motivation model using Vroom's expectancy theory; to suggest appropriate public library services marketing mindset which public libraries can employ to enhance customers’ perceived expectancy and instrumentality of public library services to motivate customers to use public library services more frequently based on the proposed public library customer motivation model; and to suggest appropriate public library services marketing strategies to motivate customers to use public library services more frequently based on the proposed public library customer motivation model.

Design/methodology/approach

Research paper based on expectancy theory.

Findings

Customer‐centered mindset is the most important factor to motivate public library customers. Furthermore, the suggested marketing strategies can be also achieved through a customer‐centered marketing mindset. In conclusion, public libraries should continuously focus on the recognition of customers’ needs and deliver long‐term value to customers.

Originality/value

There were few studies that focused on library users’ motivations for using library products and services. In addition, there was a lack of developed theory in library and information science field.

Details

Library Review, vol. 56 no. 9
Type: Research Article
ISSN: 0024-2535

Keywords

Article
Publication date: 27 December 2021

Jorge Armando López-Lemus

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.

Abstract

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.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

Keywords

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