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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 investigation is designed to quantify and appraise the efficiency of resource distribution in the provision of public digital cultural services in China. By acknowledging and incorporating the realities of China's social development, the authors offer recommendations for enhancement derived from the study’s data analysis results. The research zeroes in on the dissection and analysis of the integral elements that structure the provision of public digital cultural services, and it concentrates on the associated data computation. The conclusions drawn herein are expected to serve as a significant point of reference for ongoing academic investigations and practical explorations in affiliated domains.

In this research, the authors utilize a hybrid methodology to meticulously evaluate the efficiency of the components that underpin the provision of public digital cultural services (PDCS) in China. The authors embark on deconstructing the various constituents within the PDCS supply framework, conducting in-depth analyses and providing cogent interpretations of each integral element. Subsequently, the authors deploy the well-regarded SBM super-efficiency model to ascertain the operational efficiency of these components. Ultimately, through a comprehensive interpretation of the measured data and the integration of extant societal development conditions, the authors put forth relevant recommendations.

The provision of PDCS in China as of 2021 had been characterized by overall good efficiency, significant regional disparity and a disconnect between inputs and outputs with weak correlations to economic and demographic data.

In this study, the authors provide an exhaustive deconstruction and interpretation of the public digital cultural services supply system, thereby proposing a framework for evaluating the efficiency of supply element allocation. Additionally, the authors have determined a set of distinct measurable indicators that are readily accessible for open collection. Notably, this analytical and evaluative framework designed for element analysis and measurement may also find application in efficiency evaluation research of the supply systems of other related cultural endeavors.

Integrating the Chat Generative Pre-Trained Transformer-type (ChatGPT-type) model with government services has great development prospects. Applying this model improves service efficiency but has certain risks, thus having a dual impact on the public. For a responsible and democratic government, it is necessary to fully understand the factors influencing public acceptance and their causal relationships to truly encourage the public to accept and use government ChatGPT-type services.

This study used the Latent Dirichlet allocation (LDA) model to analyze comment texts and summarize 15 factors that affect public acceptance. Multiple-related matrices were established using the grey decision-making trial and evaluation laboratory (grey-DEMATEL) method to reveal causal relationships among factors. From the two opposite extraction rules of result priority and cause priority, the authors obtained an antagonistic topological model with comprehensive influence values using the total adversarial interpretive structure model (TAISM).

Fifteen factors were categorized in terms of cause and effect, and the antagonistic topological model with comprehensive influence values was also analyzed. The analysis showed that perceived risk, trust and meeting demand were the three most critical factors of public acceptance. Meanwhile, perceived risk and trust directly affected public acceptance and were affected by other factors. Supervision and accountability had the highest driving power and acted as the causal factor to influence other factors.

This study identified the factors affecting public acceptance of integrating the ChatGPT-type model with government services. It analyzed the relationship between the factors to provide a reference for decision-makers. This study introduced TAISM to form the LDA-grey-DEMATEL-TAISM method to provide an analytical paradigm for studying similar influencing factors.

This study aims to explore the configuration of a public university service innovation: the phenotypic evaluation of self-declared black and brown applicants for access to college undergraduate courses through racial quota in a Brazilian federal higher education institution (HEI).

By using qualitative methods and collecting data through semistructured interviews, this case study raises new explanatory aspects about service innovation in a noncommercial context.

Diversity in team composition and users’ sense of belonging emerged as unprecedented aspects of service innovation. The present study also coined another concept not verified in the literature: service cross-coproduction.

Regarding the limitations of the study, the technological dimension, despite having been shown to underlie the political–administrative process of innovations in services, given its importance reinforced by the literature and the current temporal context itself, did not emanate from the data collected. In addition, the fact that the service innovation investigated has occurred recently prevented longitudinal research that could detail the effects of phenotypic evaluation on institutional performance indicators.

The ethical–methodological care used in the interaction and preservation of the psychological integrity of the users in the case study proved to be subject to systematization and has great potential to enhance the service experience of the users through the humanization of the service delivery process. The linkage of the user’s perception to the phenotypic diversity of people working in the new service provision highlights the importance of incorporating themes such as the diversity of teams’ composition and representative bureaucracy to the scientific production of service innovation and their role in coproduction. The findings suggest that the resource allocation supply of basic goods and services needed to provide the new service reduces the individual risk of academic community members involved with innovation. Further studies could explore this relation.

Among the internal factors that influenced the configuration of service innovation, the idea of diversity in the team’s composition stood out. It based the phenotypic evaluation commission’s diverse constitution on gender, race, occupation and even nationality. It conferred greater legitimacy on service innovation, increasing the representation of groups that may not feel represented in public service delivery processes.

The results of the phenotypic evaluation case point to a new coproduction form emanating from the constitutive diversity of the phenotypic evaluation board members. This new type of coproduction is directly related to the complex, integrated and interdependent nature of the services that complement each other to enable the achievement of the objectives of a public university.

The aim of this study is to propose a governance model and key performance indicators on how policymakers can contribute to a more accessible, inclusive and sustainable mobility within and across smart cities to examine sustainable urban mobility grounded on the rational management of public transportation infrastructure.

This study employed desk research methodology grounded on secondary data from existing documents and previous research to develop a sustainable mobility governance model that explores key factors that influence future urban policy development. The collected secondary data was descriptively analyzed to provide initiatives and elements needed to achieve sustainable mobility services in smart cities.

Findings from this study provide evidence on how cities can benefit from the application of data from different sources to provide value-added services to promote integrated and sustainable mobility. Additionally, findings from this study discuss the role of smart mobility for sustainable services and the application for data-driven initiatives toward sustainable smart cities to enhance mobility interconnectivity, accessibility and multimodality. Findings from this study identify technical and non-technical factors that impact the sustainable mobility transition.

Practically, this study advocates for the use of smart mobility and data-driven services in smart cities to improve commuters' behavior aimed at long-term behavior change toward sustainable mobility by creating awareness on the society and supporting policymakers for informed decisions. Implications from this study provide information that supports policymakers and municipalities to implement data-driven mobility services.

This study provides implications toward behavioral change of individuals to adopt a more sustainable mode of travels, increase citizens’ quality of life, improve economic viability of business involved in providing mobility-related services and support decision-making for municipalities and policymakers during urban planning and design by incorporating the sustainability dimension into their present and future developments.

This paper explores how urban transportation can greatly reduce greenhouse gas emissions and provides implications for cities to improve accessibility and sustainability of public transportation, while simultaneously promoting the adoption of more environmentally friendly means of mobility within and across cities. Besides, this study provides a detailed discussion focusing on the potential opportunities and challenges faced in urban environment in achieving sustainable mobility. The governance model developed in this study can also be utilized by technology startups and transportation companies to assess the factors that they need to put in place or improve for the provision of sustainable mobility services.

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.

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.

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.

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.

This article investigates the practical implementation of the ecosystem approach in different branches of public management within an urban context. It explores how ecosystem thinking is introduced, disseminated and applied in a local government organization.

We utilize a qualitative case study methodology, relying on official documents and expert interviews. Our study focuses on the city of Espoo, Finland, which has actively embraced ecosystem thinking as a fundamental framework for its organizational development for almost a decade.

The case of Espoo highlights elements that have not been commonly attributed to the ecosystem approach in the public sector. These elements include (1) the significance of complementary services, (2) the existence of both collaborative and competitive relationships among actors in public service ecosystems and (3) the utilization of digital platforms for resource orchestration. Our study also emphasizes the need for an incremental adoption of ecosystem thinking in organizational contexts to enable its successful implementation.

The study provides valuable insights into the introduction and dissemination of ecosystem thinking in public management. It also further develops previously developed hypotheses regarding public service ecosystems.

This paper aims to investigate public library staff engagement and perceptions of video games and video game services.

Quantitative and qualitative data on staff video game experiences, perceptions and confidence were collected through an online questionnaire.

The results indicate an overall positive perception of video games in public libraries, with 87% of the respondents supporting video games in public libraries. Video game players appear to think more positively about video games and have more general knowledge about them than non-players. They also appeared to be more confident in delivering related services and were more likely to be running gaming-related events. It was concluded that staff attitudes towards video games are not a barrier to their inclusion in public libraries, as found in previous research.

Encouraging staff engagement with video games may improve their knowledge and confidence in delivering video game services, although further research is required to confirm this. There is a potentially underserved population of those aged 46–84 years, nearly half of whom play video games. Evaluation of this potentially underserved population is an interesting topic for future research.

To the best of the authors’ knowledge, this was the first survey of public library staff views towards video games in Aotearoa New Zealand, and it updates previous research in light of developments in gaming, gaming technology and the increased focus on public libraries as providers of digital technology and sites of community engagement.

The purpose of this study is to understand the public value of the government of Kuwait using blockchain technology to develop the capabilities of smart cities.

Research was conducted in Kuwait, where the increased use of blockchain technology has been evidenced in both the private and public sectors. A total of seven IT managers were interviewed to gauge their responses to blockchain and its use in Kuwait ministries.

Blockchain technology offers many benefits for the development of smart cities in Kuwait. This is a statement that received almost mutual agreement amongst all the IT managers interviewed. However, as regards wider acceptance, the majority mentioned that a framework is necessary to better articulate the public value of using blockchain in smart cities in Kuwait.

This paper develops research hypotheses and a framework for articulating the public value of blockchain technology for smart cities in Kuwait.

Public service organizations (PSOs) face a critical dilemma: how to generate more value for society but with a much-reduced resource base. The article advances the strategy axis of entrepreneurial orientation (EO) research by examining EO and proactive market orientation (PMO) as joint-strategic approaches to this end, and how the characteristics of public managers may moderate the paths to value creation.

The article draws on a unique survey-based dataset developed from Brazilian PSOs and employs structural equation modelling for hypotheses testing. Post-hoc analysis, by way of analysis of variance, demonstrates the joint impact of the two strategic approaches on public service performance level.

Entrepreneurial and PMOs are revealed as routes to enhanced service performance, but managers’ domain expertise negatively moderates these relationships. Post-hoc analysis reveals how organizations displaying higher levels of both orientations realize superior performance, relative to those favouring either/or.

The study contributes new evidence for EO model specificity by examining a narrowly bounded sample of PSOs; addresses the neglect of other outcome variables beyond traditional performance, showing the value of EO for society and offers new insights to the managerial conditions that moderate the positive synergies between EO, PMO and service performance.