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Dissertations / Theses on the topic 'Municipal services'
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Mak, Yin-chun. "Improving service delivery in the Urban Services Department." Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1859654X.
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Wihlman, Thomas. "Innovation in Municipal Welfare Services." Doctoral thesis, Mälardalens högskola, Hälsa och välfärd, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25883.
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This thesis investigates, analyzes and discusses innovation efforts and the use and understanding of the innovation concept and related policies in municipal welfare services. There are two main themes in the study, policy and practice. It is based on interviews with employees and managers in four Swedish municipalities. Also, an analysis of related policy documents on both a national and local level was done. Methods used were document analysis, thematic analysis and critical discourse analysis. The results indicate differences between management levels in the view of innovation and what was achieved. Senior managers stressed the importance of innovation, but experienced obstacles in the form of old structures, ways of working, and employees lack of time for innovation. Employee innovations achieved were accordingly not acknowledged. Middle managers and employees experienced opportunities for employee-driven innovation (EDI). However, barriers such as time and lack of internal communication existed. The study suggests that an excessive control, insufficient empowerment and limited autonomy for employees may be of hindrance for innovation. Local authorities stressed the importance of innovation in strategic documents, but the dynamic resources of the municipalities were not used to support and develop innovation. Innovation procurement was prominent in central governmental policies, but concrete elements were otherwise missing. The documents were also influenced by New Public Management, for example on control and efficiency. Research on welfare services innovation is limited. The study contributes with an understanding of the challenges management meet and knowledge of what barriers and opportunities employees experience for their taking part in innovation. It also raises several fundamental questions about innovation in welfare services, such as if a different approach to innovation in welfare services may be needed as compared to other sectors or if innovation is less important in this context. This study develops welfare sector innovation research, from empirical knowledge to concept development and a better understanding of the conditions for innovation in welfare services. Further research is needed, addressing the question how innovation, if at all, ought to be managed within the context of welfare services.
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Seravalle, Luiza. "Contribuição para planejamento e organização dos serviços de saúde do município de Campinas." Universidade de São Paulo, 1985. http://www.teses.usp.br/teses/disponiveis/6/6135/tde-03012018-105401/.
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Após levantamento dos recursos físicos e humanos dos serviços públicos e dos serviços privados financiados pelo Setor Público, existentes no Município de Campinas, SP, para prestação de assistência médica e odontológica, procedeu-se à estimativa da cobertura potencial dos mesmos em relação à população do Município. Constatou-se que há insuficiente cobertura em assistência primária e um excedente considerável de recursos na maioria das especialidades médicas, o que evidencia a necessidade de reorganização dos recursos existentes. São sugeridas medidas técnicas e administrativas para maior racionalização e eficiência do sistema de saúde de Campinas.After a survey on the physical and human resources of the public services as well as of the private services supported by the Public Sector, rendering medical and odontological assistance, existent in Campinas city, State of São Paulo, Brazil, an apprizement of their coverage potential in relation to the population of the city was carried out. It was found out that the coverage in primary care is inadequate and that there is a considerable excess of resources in the majority of the medical specialties, what makes evident the need for a reorganization of the existing resources. Technical and administrative standards for a better rationalization and efficiency of the Campinas Health System are suggested.
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Mak, Yin-chun, and 麥燕珍. "Improving service delivery in the Urban Services Department." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31965660.
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Sin, Wai-sum. "A review of privatization of public services in Hong Kong /." [Hong Kong] : University of Hong Kong, 1991. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1305515X.
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Tang, Tsui-yee. "Community facilities planning in Hong Kong's new towns : a case study of Tseung Kwan O /." Hong Kong : University of Hong Kong, 1994. http://sunzi.lib.hku.hk/hkuto/record.jsp?B18061837.
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Roy, Claude. "Assessment of quality of municipal services and residents' satisfaction with these services." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp04/mq40204.pdf.
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Johnson, Claire Victoria. "Outsourcing basic municipal services: policy, legislation and contracts." Thesis, University of the Western Cape, 2004. http://etd.uwc.ac.za/index.php?module=etd&.
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Municipalities in South Africa are increasingly outsourcing municipal services, including basic municipal services such as water and sanitation services and refuse collection and disposal. The Constitution places onerous duties on municipalities to respect and promote human rights in the exercise of the powers and the performance of their functions. These duties are particularly prevalent when a municipality is deciding on the optimal service delivery mechanism for basic municipal services. It is thus crucial for the policy and legislative environment regarding municipal outsourcing to be firm and clear and for the municipality to ensure satisfactory implementation of outsourcing projects, including contract management. This thesis examined the policy and legislative framework governing municipal outsourcing and described the general features of a range of current South African outsourcing contracts. It also questioned whether the policy and legislative framework are consistent in their objectives and assessed how these objectives are carried through and translated into the contract drafting and implementation phases of outsourcing.
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Jenny, Donna L. "An evaluative policy analysis of municipal 911." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1993. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1993.Source: Masters Abstracts International, Volume: 45-06, page: 2945. Abstract precedes thesis as [2] preliminary leaves. Typescript. Includes bibliographical references (leaves 84-88).
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Papademetriou, Stylianos-John S. "A study of governmental forms in cities with populations between fifty thousand and one hundred thousand." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1993. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1993.Source: Masters Abstracts International, Volume: 45-06, page: 2955. Abstract precedes thesis title page as 2 preliminary leaves. Typescript. Includes bibliographical references.
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Costa, Abilino José Oliveira Lapa da. "A mudança nos modelos de gestão das organizações públicas locais: dos serviços municipalizados às empresas municipais/multimunicipais." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/15178.
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A mudança dos modelos de gestão das organizações públicas locais de abastecimento de água e
saneamento de água residual é analisada neste trabalho que pretende estudar a transformação de serviços
municipalizados em empresas municipais e concessionárias procurando encontrar as razões que
influenciam a decisão política que concretiza essa mudança.
Este trabalho realiza um enquadramento legislativo, organizacional e estratégico da actividade das
organizações. A investigação empírica incidiu na avaliação do desempenho económico e nas decisões dos
membros dos órgãos municipais que promoveram a mudança destas organizações.
A investigação permite inferir do melhor desempenho económico de serviços municipalizados e empresas
municipais, face às empresas concessionárias. Como razão mais invocada, os órgãos municipais referem a
melhoria da capacidade de gestão.
Este trabalho pretende contribuir para a compreensão das tendências legais, económicas, organizacionais e
estratégicas no sector das águas, tendo presente a importância deste bem essencial “água” na vida das
populações; ABSTRACT: The change of management models of local public water supply and sanitation is analyzed in this work,
which intends to study the transformation of municipal services in to municipal companies and
concessionaires seeking the reasons that influence the political decision of that change.
This work holds a framework legislative, organizational, business and strategic for the activities of these
organizations. The empirical research focused on the evaluation of economic performance and on the
decisions of members of municipal bodies who promoted the change of these organizations.
The research infers a better economic performance of municipal services and companies face to
concessionaires. As the most cited reason, the municipal bodies refer to the improving of management
capacity.
This paper aims to contribute to the understanding of trends in legal, economic, organizational and
strategic in the water sector, bearing in mind the importance of this essential good – water – in people’s
lives.
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Kwan, Chui-lan Rachel. "A study of the death of franchise policy for ferry services in Hong Kong." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2103803X.
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Cohoon, Jocelyn M. "Municipal leisure services for persons with disabilities in New Brunswick." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk2/ftp01/MQ29981.pdf.
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Jing, Yijia. "State prison privatization in the US a study of the causes and mangnitude /." Connect to this title online, 2005. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1122571301.
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Thesis (Ph. D.)--Ohio State University, 2005.Title from first page of PDF file. Document formatted into pages; contains xii, 165 p.; also includes graphics. Includes bibliographical references (p. 133-144). Available online via OhioLINK's ETD Center
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Mboweni, Phanuel Cyril. "Implementation of Batho Pele Principles in the Greater Tzaneen Local Muncipality." Thesis, University of Limpopo (Turfloop Campus), 2013. http://hdl.handle.net/10386/1019.
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Thesis (MPA) --University of Limpopo, 2013The study deals with the implementation of the Batho Pele principles in the Greater Tzaneen Local Municipality. Literature review was conducted as a secondary source of information and primary information was collected from a sample of 23 respondents. The study used qualitative (semi-structured questionnaire, observation and document analysis) in data collection and analysis. The findings revealed that the root causes of the challenges and the challenges themselves that the Greater Tzaneen Local Municipality is facing, are mainly internal and include the following: Low morale, budget constraints, lack of enforcement of the Batho Pele principles by both employees and their supervisors, poor employee attitudes, unwillingness to improve towards service delivery, lack of monthly and quarterly meetings where review of all programmes and projects is done. Instead review is done at the end of the year, shortage of human resource in the Community Services Directorate to effectively and efficiently implement systems, lack of sufficient performance incentives to reward those who perform well or exceed the set performance target or halo effect, focusing on the quantity of the end-product (output) rather than on the quality.
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Kaseke, Lindelani Linda. "Challenges facing the Limpopo Department of Public Works with regard to service delivery : a case of the core functions of the Department." Thesis, University of Limpopo (Turfloop Campus), 2011. http://hdl.handle.net/10386/490.
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Thesis (MPA) --University of Limpopo, 2011The study deals with the service delivery challenges facing the Limpopo Department of Public Works with regard to the discharging of its mandates “Provision of government infrastructure, management and maintenance of government immovable assets”. Literature review was conducted as a secondary source of information and primary information was collected from a sample of 61 respondents. The study used both qualitative (focus group discussions) and quantitative (questionnaires) in data collection and analysis. The findings revealed that the root causes of the challenges and the challenges themselves that the Department of Public Works: Limpopo is facing are internal and are as follows; Unavailability of work tools, low morale, budget constraints, long supply chain management processes and a lack of skilled personnel. Recommendations for these challenges are developing human resource capacity coupled with a good human resource plan, availability of a proper budget, business process reengineering, the introduction of a monitoring and evaluation system, a customer relationship management system and lastly a change of the organisational culture.
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Moinuddin, Golam. "Municipal governance : a review on its potential role for the improved management of urban utilities in Dhaka City." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2003. http://hub.hku.hk/bib/B26827578.
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Choi, Chi-yuen. "Civil celebrants of marriages scheme a study of outsourcing of government service in the immigration department /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B41014066.
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McDermott, Dean Patrick. "A description of public debt types and the issuance of municipal bonds." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1991. http://www.kutztown.edu/library/services/remote_access.asp.
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Oliveira, Sandra Nancy Cunha. "Service quality and service value in sport services : A Study conducted in Vila Nova de Gaia Municipal Swimming Pools." Master's thesis, Universidade do Porto. Reitoria, 2003. http://hdl.handle.net/10216/10545.
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Oliveira, Sandra Nancy Cunha. "Service quality and service value in sport services : A Study conducted in Vila Nova de Gaia Municipal Swimming Pools." Dissertação, Universidade do Porto. Reitoria, 2003. http://hdl.handle.net/10216/10545.
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Jacoby, Kevin Terence. "The growing South African municipal water service delivery problem." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1016270.
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The sustainability of South Africa municipal water services provision is being challenged by the desire of government to extend high quality services from a relatively small portion of the population to the whole. Evidence of failures in delivery are mounting and many reasons for this have been identified, including a lack of political will at local government levels, low budget priority, insufficient capital, lack of capacity and skill and flawed tariff and accounting structures. This study generates new perspectives by surveying selected but representative, South African municipalities in their capacities as water service authorities (WSAs) on a range of financial sustainability issues – including cost burden on users, cross sub-subsidisation and cost calculations to set tariffs. The study is part of a wider investigation into the setting of tariffs that cover costs and satisfy demand, funded and advised by the Water Research Commission (WRC). The conclusions and recommendations of WRC Project K3/2087 (Hosking, 2011b) are to address: 1. The choice of water service provider, including the private utility option; 2. Market vulnerabilities in water service provision under alternate models of supply; 3. The determination and realisation of full cost recovery; 4. Demand responsiveness/sensitivity of local government supply; 5. The increasing block tariff (IBT) tariff structure; and 6. Abuse of dominance in the market process. Given the limited perspective (i.e. a focus on WSAs), some important national water sustainability issues are given less prominence, e.g. raw water availability and national government capacity to subsidise water service delivery. The key water service sustainability elements on which attention was focused in this study are: • Backlogs in the water service coverage and infrastructure rehabilitation and maintenance. • Standard of water service indicators. • Relative importance of the provision of water services in water service authorities’ strategy and implementation (including budget and risk). • Adequacy of skills to provide a sustainable water service. • Budgeting and planning for the sustainability of the water service. • Adequacy of the costing and tariff setting nexus, with particular attention paid to method and principle. A survey was used to elicit information from selected municipalities (Chapter Four). The municipalities which formed part of the sample and were surveyed were: 1. Nelson Mandela Bay Metropolitan Municipality; 2. Ekurhuleni Metropolitan Municipality; 3. eThekwini Metropolitan Municipality; 4. Cape Town Metropolitan Municipality; 5. Buffalo City Metropolitan Municipality; 6. George Municipality; 7. uMhlathuze (Richards Bay) Municipality; 8. Steve Tshwete (Middleburg) Municipality; 9. Kouga Municipality; 10. Sol Plaatjie (Kimberley) Municipality; 11. Polokwane Municipality; 12. Stellenbosch Municipality; 13. Overstrand Municipality; 14. Midvaal Municipality; and 15. Amathole District Municipality.
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Matabane, Gloria Semakaleng. "The impact of municipal infrastructure grant on basic service delivery : a case of Elias Motsoaledi Local Municipality in Limpopo Province." Thesis, University of Limpopo, 2017. http://hdl.handle.net/10386/1920.
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Thesis (M. Dev.) -- University of Limpopo, 2017.Municipalities support social and economic development through infrastructure investment and help to alleviate poverty by providing free basic services to the poor households. The primary funding mechanisms to support municipal service delivery to the poor is the MIG allocated to the municipalities in the form of conditional grant. The MIG programme was specifically established to assist the poor to gain access to infrastructure and can only be used for infrastructure towards basic services. This study investigates the impact of Municipal Infrastructure Grant (MIG) on basic service delivery in Elias Motsoaledi Local Municipality which is in Limpopo Province. The findings and recommendations are mainly and only applicable to this specific municipality although there may be areas of possible extrapolation. This study employed primarily a qualitative research as a methodological approach to address the specific research questions. The interview schedule and semi-structured questionnaire were used together with the examination of existing documents. A total of 28 municipal officials and community representatives were involved in this study. Data was analysis using qualitative content analysis method and descriptive statistics. The findings revealed that: Firstly, the finding highlights that the municipality makes all efforts to comply with the requirements of MIG. (a) The spending trend of the municipality shows effective utilization of MIG. However, records show that the municipality has a tendency of spending after three months (October) after commencement of the financial year (It should be noted that the municipal financial year starts from July to June of the next calendar year). The result also reveals that at the project level there might be some over spending tendencies. (b) It is also evident that the municipality has the capacity and the mechanisms to manage MIG implementation; nonetheless, there is a sign that there is inadequate capacity of technical administrative skills and project management skills which are essential for MIG administration. (c) Mechanisms to monitor MIG implementation are indicated by site visits, site meetings and monthly service provider meetings. (d) The municipality demonstrates iv accountability in terms of the administration of MIG by submission of monthly reports, annual reports; implementation plans; cash-flow budget to the national office through provincial office; and by submitting financial statements to Treasury. (e) There is an average understanding of knowledge of MIG and of decisions about projects budgets by community representatives. Secondly, although the finding reveals that the municipality is rendering basic services to its residents using the MIG, some officials indicated that there is a backlog in roads infrastructure and that the municipality needs more funding to address the backlog. The community representatives were recorded saying that the communities are not satisfied with the services rendered by the municipality. It was also evident that the municipality is struggling to address the backlog because of the mushrooming of new settlements and the limited MIG funds. Finally, the finding shows that MIG programme has contributed to improving basic service delivery in Elias Motsoaledi Local Municipality. Respondents from municipal office specified that MIG is the main source of funding for delivery of basic service to its communities. The community representatives revealed that they have benefited from different types of projects delivered by the municipality in their wards such as: water, sanitation, electricity, high mast lights, roads and storm water, community halls, crèches, sports facilities, parks, low level bridges and schools. It was also stated by community representatives that the infrastructural projects implemented are not properly maintained. In addition, the finding shows that most respondents are still not well-informed about MIG. That is the reason that they have inadequate information about the projects at local level. Keywords: Infrastructure; Grant; Service; Impact; Municipality
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Ho, Ying-kwong. "Planning of community facilities in Hong Kong : a case study of Sha Tin new town /." Hong Kong : University of Hong Kong, 1992. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14801619.
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Hur, Yongbeom. "ORGANIZATIONAL PERFORMANCE, TURNOVER, AND HUMAN RESOURCE MANAGEMENT: FOCUSING ON MUNICIPAL POLICE SERVICES." Lexington, Ky. : [University of Kentucky Libraries], 2007. http://lib.uky.edu/ETD/ukypaud2007d00576/ETD.pdf.
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Thesis (Ph. D.)--University of Kentucky, 2007.Title from document title page (viewed on June 12, 2007). Document formatted into pages; contains: viii, 222 p. : ill. Includes abstract and vita. Includes bibliographical references (p. 205-219).
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Osorio, Urzúa Carlos A. (Carlos Alberto) 1968. "Bits of power : the involvement of municipal electric utilities in broadband services." Thesis, Massachusetts Institute of Technology, 2004. http://hdl.handle.net/1721.1/27021.
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Thesis (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division, Technology and Policy Program, 2004.Includes bibliographical references (leaves 99-105).
Municipal electric utilities have been increasingly involved in telecommunications during the last decade. This research investigates why, with three hypotheses. First, the probability of MEUs involvement in telecommunications responds to technology-based economies of scope from internal services deployed to support their power business. Second, MEUs' likelihood for offering telecommunication services decreases in presence of restrictive regulatory framework and low levels of local discretionary authority (LDA). Third, MEUs involvement in telecommunications decreases in the presence of competitive alternatives. The hypotheses are tested using quantitative response models, controlling for deployment cost and demographic characteristics. Results confirm the existence of a technology-push generated by economies of scope between internal services supporting the power business and offering external telecommunication services. One reason for this, as qualitative analysis supports, would be the uniqueness of MEU communities as resulting from historical and technological path-dependence, which makes the MEU phenomenon unlikely to be repeated by local governments in non-MEU communities. Additionally, results support that MEUs' likelihood for offering telecommunication services is reduced by regulations explicitly prohibiting it, but shows that low LDA, as measured by Dillon's Rule, does not have a significant effect. Results show a complex effect for competition. MEUs likelihood for offering telecom services in residential markets decreases with cable modem competition, but their activity in business market increases with competition from DSL. This suggests that MEUs' services substitute for cable television companies', but are non-redundant
(cont.) relative to telephone companies. Results support the need for further research, especially in competition and deployment dynamics and their effects. Based on these results, the recent US Supreme Court decision on Nixon vs. Missouri Municipal League and stakeholder analysis suggest various policy implications. First, APPA and MEUs need to build a broader coalition for active lobbying the US Congress for clarification on Section 253(a) of the Telecommunications Act of 1996, and states' legislatures for passing explicit authorizations for MEUs' involvement in telecommunications. Second, states and MEUs need to assess how banning MEUs from telecommunications would affect the reliability of power distribution and underserved areas. Finally, states, MEUs and private parties would need to better understand, evaluate and innovate in policies and public-private collaborative initiatives for taking advantage of the mutual potential benefits existing between power distribution and telecommunication services.
by Carlos A. Osorio Urzúa.
S.M.
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Stavish, Mary Babcock. "Regionalization of Cleveland's municipal services, 1950-1977: The process and the politics." Case Western Reserve University School of Graduate Studies / OhioLINK, 1994. http://rave.ohiolink.edu/etdc/view?acc_num=case1061387067.
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Olivier, Elizabeth Susan. "Service provision in the Sol Plaatje municipal area from a tourism perspective." Thesis, Bloemfontein : Central University of Technology, Free State, 2010. http://hdl.handle.net/11462/131.
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Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality. The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area. A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service. Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad. The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.
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Rhodes, Maxine. "Municipal maternity services : policy and provision 1900-1939 with particular reference to Kingston upon Hull and its Municipal Maternity Home." Thesis, University of Hull, 1996. http://hydra.hull.ac.uk/resources/hull:4620.
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Chau, Chun-kwok Anson. "A study of contracting out in the Regional Services Department." [Hong Kong] : University of Hong Kong, 1992. http://sunzi.lib.hku.hk/hkuto/record.jsp?B13236441.
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Moletsane, Annie Mojaesi. "Community expectations and perceptions of municipal service delivery : a case study in the Emfuleni local area / Annie Mojaesi Moletsane." Thesis, North-West University, 2012. http://hdl.handle.net/10394/10321.
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The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed.
The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives.MCom, Business Management, North-West University, Vaal Triangle Campus, 2012
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Kellenberger, George T. "Reading Bureau of Fire structure, problems, and proposed solutions /." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1993. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1993.Source: Masters Abstracts International, Volume: 45-06, page: 2945. Abstract precedes thesis as [1] preliminary leaf. Typescript. Includes bibliographical references (leaves 64-65).
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Beil, Thomas F. "City hall in cyberspace how local governments are using the Internet to deliver services and interact with the public /." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1998. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1998.Typescript. Abstract preceeds thesis as one preliminary leaf. Source: Masters Abstracts International, Volume: 45-06, page: 2931. Includes bibliographical references (leaves 66-77).
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Penn-Mekile, Richelyn. "Minority underrepresentation in local government policy making positions a case study of social equity in hiring issues in the cities of Allentown, Bethelehem and Easton, Pennsylvania /." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1998. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1998.Source: Masters Abstracts International, Volume: 45-06, page: 2956. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references.
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Pineda, Pablos Nicolás. "Urban water policy in Mexico : municipalization and privatization of water services /." Digital version accessible at:, 1999. http://wwwlib.umi.com/cr/utexas/main.
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Roudo, Mohammad. "The influence of minimum service standards (MSS) to performance of local government to deliver services in Indonesia decentralised system." Thesis, University of Birmingham, 2018. http://etheses.bham.ac.uk//id/eprint/8276/.
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How performance management influences the motivation of public-sector institutions in a decentralised system has received little attention by scholars. This study helps fill this gap by investigating how Minimum Service Standards (MSS) in Indonesia influences the motivation of local government in a decentralised country like Indonesia. This study considers the nature of MSS, how it works, what effect it has on the performance of local governments and why. The evidence is collected from extensive interviews with eighty-three respondents from central government, local governments (eight districts and cities) and non-governmental sector. The findings show the varying effects on the motivation of local government to improve service delivery. MSS does not motivate local governments that are already performing well, but more importantly, it also does not motivate those that are performing badly. However, a small positive effect is found on the motivation of those whose performance lies just below the minimum standard. As it has limited influence, the MSS system does not achieve its formal objectives. However, it survives because it brings central government other benefits. MSS provides a framework for central-local dialogue about public services and strengthens the role central government plays in delivering services at the local level.
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Scheepers, Louis Adrian. "Professionalisation of local public administration management." University of the Western Cape, 2004. http://etd.uwc.ac.za/index.php?module=etd&.
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Local government is the sphere of government that is most directly involved in rendering services to communities and individuals. It is also at this sphere of government where the basic needs of people are addressed. Services like water, sanitation, waste removal and electricity have a direct influence on the quality of life that people live. In order for the occupation of local public administration to contribute meaningfully towards rendering services of a high level, both in quantity and quality, it is important to lay down a number of preconditions. In this research report it was argued that for local public administration management to become a profession in the full sense, it will be necessary: to draw well-qualified graduates from tertiary institutionsto develop practitioners in the occupation on a continual basis
to develop minimum performance standards and requisite competencies
to develop standards of ethical conduct acceptable to the community at large, and the occupation as a whole
and to continuously develop knowledge in the science of public administration as it is found in the local sphere of government.
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Isaacs, Dinesh. "The impact of project maturity on project performance in the Cape Metropole." Thesis, Cape Peninsula University of Technology, 2018. http://hdl.handle.net/20.500.11838/2792.
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Thesis (MTech (Business Administration in Project Management))--Cape Peninsula University of Technology, 2018.Organisations in both private and public sector have embraced Project Management as the ideal means of managing projects with the hopes of ensuring that they deliver their intended benefit. Projects have therefore become particularly prominent within the public sector including Municipalities, as a means of fulfilling developmental goals and delivering services. This has resulted in organisations investing considerable resources to ensure that they build the capacity needed to effectively manage projects. This investment usually takes the form of training and development of project managers or adopting and implementing project management methodologies with clear processes that guide how projects are managed. Within academia there has also been a broad spectrum of research devoted to the field of project management. A major focus area of project management research has been to determine the value of Project Management by measuring aspects of an organization’s project management performance and how best they can improve it to ensure project success. However, despite the advances in Project research and the practice of project management, organisations continue to face low project success rates. Findings from previous research has found that project management is very context specific and that there is not a ‘one size fits all’ when it comes to implementing project management practices. Therefore, organisations should be tailoring their project management approach to best suit their unique needs. This study has therefore chosen to evaluate project management performance within Municipalities in the Western Cape Province, South Africa. The aim of which was to find how best municipalities can improve their current performance and ensure project success. The rationale for this research is further supported by evidence which indicates that project management within the public sector is generally less developed than in the private sector. In this study a construct was developed to define project management performance consisting of Project Management Maturity, the impact of project teams and effective project partnerships. Project management maturity was analysed adapting a project management maturity model developed by Labuschagne and Marnewick (2008). Project success was defined by five project success criteria that were identified through literature reviews. The success criteria consisted of the completion of a project within time, budget, quality requirements, satisfaction of the public’s needs and ensuring organizational success. A survey questionnaire was developed and distributed to 108 project managers working within a selected municipal department in South Africa. The results of this research has provided evidence of the link between project management performance and project success within municipalities. These findings provide insights on which aspects of their project management practice a municipality should focus on and develop to maximise project success. In addition, the research also contributes to a deeper insight into the application, benefits and pitfalls of project management maturity models.
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Maloba, Ngako Daniel. "Outsourcing : a business model to improve municipal service delivery." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/6173.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.ENGLISH ABSTRACT: This study report concerns service delivery issues at municipal level which have emerged as areas of critical concern as far as they affect consumers of municipal services, interest groups and government as a whole. Background to investigation. The need to investigate the service delivery challenges at municipal level arose out of multiple newspaper reports reflecting on lack of satisfaction from end-users and authorities regarding quality of delivery. Organizations such as South African Local Government Association (SALGA) and South African National Civic Organization have both commissioned assessment of municipal service delivery performances, and the reports drafted thereof were both critical and unimpressive. Based on these reports, the author recognized the need to investigate the reasons for poor service delivery and to test the idea of adopting outsourcing as a complementary mechanism to the delivery of services that are currently being employed. Procedure used. The information gathering for this investigation was done by means of structured interviews with municipal managers and senior officials in the administration. Provinces which were covered in the study include Limpopo, Gauteng, and North West. Although it was desirable to include more provinces in the study, it was however not feasible owing to limited resources available. Related literature was examined to further enhance insight in the subject and also to search for added potential solutions to the service delivery problem. Results of investigation. The findings reveal that primary barriers to quality service delivery are lack of sufficient municipal capacity; shortage of skilled workers; budgetary constraints; lack of effective management systems to ensure that, when a service is sourced from outside, competent service providers are appointed and their performance satisfy and exceed expectation and requirements. The root causes to these service delivery challenges are, among other things, a consequence of economic development which stimulates demand for skilled workers in the private sectors, and limited resources in the coffers of government. To compound the challenges, municipalities are unable to attract, develop and retain the quantities and qualities of skilled workers they need, owing to the uncompetitive pay packages they offer. Literature has revealed that legislature, in the form of Municipal Systems Act, make provision for municipalities to explore service delivery mechanisms in order to supplement internal means (Municipal Systems Act, 32 of 2000). Conclusion. From the results and findings the following conclusions can be drawn: Owing to the present demand for service delivery and the inability of municipalities to build sufficient internal capacity, alternative mechanisms such as outsourcing, must be explored and employed. In addition, there is, however, a great need for management systems and structures to be established or upgraded to ensure that mileage from external service providers is maximized. Recommendation. Following the results of the investigation and the conclusion made, the following actions can be recommended: • Assess service delivery capabilities and identify gaps. • Establish service needs and requirements that can be sourced externally. • Set up robust management systems and support structures to ensure that outsourcing initiatives are guaranteed to be successful.
AFRIKAANSE OPSOMMING: Hierdie studieverslag het betrekking op munisipale diensleweringskwessies - 'n gebied wat sorgwekkende afmetings aanneem in die opsig dat verbruikers van munisipale dienste, belangegroepe en die regering as 'n geheel daardeur geraak word. Agtergrond van die ondersoek. Die behoefte aan 'n ondersoek na die uitdagings ten opsigte van dienslewering op munisipale vlak spruit uit verskeie koerantberigte wat die gebrek aan tevredenheid van eindgebruikers en owerhede aangaande die gehalte van dienslewering reflekteer. Organisasies soos die Suid-Afrikaanse Vereniging vir Plaaslike Regerings (SALGA) en die South African National Civic Organisation het beide die assessering van munisipale diensleweringsprestasies gelas. Die verslae wat hierna opgestel is, was krities en onindrukwekkend. Die outeur het, gebaseer op hierdie verslae, twee behoeftes geeien: die behoefte aan 'n ondersoek na die redes vir die swak diensverskaffing geeien, en die behoefte aan die uitkontraktering, soos wat tans aangewend word, as 'n aanvullende meganisme tot dienslewering. Die prosedure wat gevolg is. Die insameling van inligting vir hierdie ondersoek is gedoen deur gestruktureerde onderhoude met munisipale bestuurders en senior amptenare in die administrasie. Provinsies wat by die ondersoek betrek is, is Limpopo, Gauteng en Noordwes. Alhoewel dit wenslik is om meer provinsies in te sluit, was dit weens beperkte beskikbaarheid van hulpbronne nie uitvoerbaar nie. Verwante literatuur is geraadpleeg om verdere insig in die onderwerp te verkry en ook om bykomende moontlike oplossings te vind vir die probleem van dienslewering. Resultaat van die ondersoek. Die bevindinge dui daarop dat die primere struikelblokke in die pad van gehalte dienslewering die volgende is: gebrek aan munisipale bekwaamheid, tekort aan geskoolde werkers, beperkte begrotings, en 'n gebrek aan effektiewe bestuursisteme wat kan verseker dat, indien 'n diens uitgekontrakteer word, bekwame diensverskaffers aangestel word en dat hulle werksverrigting bevredigend is en verwagtinge en vereistes oortref. Die grondoorsaak vir hierdie uitdagings in dienslewering is o.a. die gevolg van ekonomiese ontwikkeling wat die aanvraag na geskoolde werkers in die privaatsektor stimuleer en hulpbronne in die staatskas beperk. Wat die uitdaging verder vergroot, is dat munisipaliteite, as gevolg van die onkompelerende besoldigingspakkette wal hulle aanbied, nie in staat is om die kwantiteit of kwaliteit geskoolde werkers wat hulle benodig te trek, ontwikkel of te behou nie. Literatuur het aan die lig gebring dat wetgewing, in die vorm van die Wet op Munisipale Rade, voorsiening daarvoor maak dat munisipaliteite diensverskaffingsmeganismes ondersoek ten einde interne vermoens aan te vul. Gevolgtrekking. Die volgende gevolgtrekkings kan afgelei word uit die resultate en bevindinge van die ondersoek: Te wyte aan die huidige aanvraag vir dienslewering en die onvermoe van munisipaliteite om voldoende interne bekwaamheid op te bou moet alternatiewe meganismes soos uitkontraktering ondersoek en aangewend word. Daar is egter ook 'n dringende behoefte dat bestuursisteme gevestig of opgegradeer word ten einde te verseker dat maksimale insette verkry word van eksterne diensverskaffers. Aanbevelings. Die volgende optrede word aanbeveel na aanleiding van die uitkoms van die ondersoek en die gevolgtrekking waartoe gekom is: • Assesseer die geskiktheid van dienslewering en identifiseer die leemtes. • Stel vas watter diensbehoeftes en -vereistes suksesvol uitgekontrakteer kan word . • Vestig kragtige bestuur- en ondersteuningsisteme om te verseker dat uitkontrakteringsinisiatiewe gewaarborg is om suksesvol te wees.
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Olivar, Monica Simone Pereira. "Trabalho e saúde: as condições dos trabalhadores do Hospital Municipal Souza Aguiar." Universidade do Estado do Rio de Janeiro, 2006. http://www.bdtd.uerj.br/tde_busca/arquivo.php?codArquivo=106.
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Este estudo tem como objeto de análise as condições de trabalho e saúde dos trabalhadores da emergência de um hospital público do município do Rio de Janeiro. O mesmo foi escrito no calor de debates em torno da crise da saúde no município do Rio de Janeiro e intervenção do Governo Federal na presente unidade pública de saúde Hospital Municipal Souza Aguiar - que influenciaram diretamente no processo de trabalho de seus trabalhadores. Essas condições objetivas correspondem à totalidade das relações sociais manifestadas na organização e processo de trabalho. Tem como objetivos: Identificar fatores da organização do processo trabalho na emergência que possam causar desgaste à força de trabalho; Identificar determinantes do processo de adoecimento do trabalhador relacionados às condições de trabalho na emergência. Para a investigação empírica foram utilizados: pesquisa documental, observação participante e entrevista com três sujeitos chaves: os trabalhadores da saúde, gestor e sindicato. Na confirmação da importância da saúde dos trabalhadores da saúde são examinados alguns indicadores sobre acidentes de trabalho notificados no HMSA que parecem cristalizar tendências do processo de adoecimento nos hospitais ratificando a emergência da atenção a saúde dos trabalhadores da saúde e a necessidade de ações que priorizem ou pelo menos não ignorem essa questão. Para tanto, busca-se apontar para certas características da atual Política de Saúde do Trabalhador rastreando seus principais determinantes em seus distintos períodos nos anos 80 e 90, onde são examinadas questões centrais da política de saúde brasileira nos marcos da década de 80 em confronto com os marcos atuais. Parte-se do princípio de que a referida década se caracterizou por um processo de reversão das conquistas sociais consagradas na Constituição Federal de 1988. Nesta conjuntura atual, a gestão democrática das políticas é uma questão fundamental a ser enfatizada. Para tal, destacam-se como estratégias a ser viabilizadas o fortalecimento dos espaços democráticos nos locais de trabalho seja através dos conselhos quanto das comissões de saúde do trabalhador.This study it has as analysis object the conditions of work and health of the workers of the emergency of a public hospital of the city of Rio De Janeiro. The same it was written in the heat of debates around the crisis of the health in the city of Rio De Janeiro and intervention of the Federal Government in the present public unit of health - Municipal Hospital Souza Aguiar - that they had influenced directly in the process of work of its workers. These objective conditions correspond to the totality of the social relations revealed in the organization and process of work. It has as objective: To identify to factors of the organization of the process work in the emergency that can cause consumes to the work force; To identify determinative of the process of adoecimento of the worker related to the conditions of work in the emergency. For the empirical inquiry they had been used: documentary research, participant comment and interview with three citizens keys: the workers of the health, manager and union.In the confirmation of the importance of the health of the workers of the health some pointers on notified industrial accidents in the HMSA are examined that seems to crystallize trends of the process of adoecimento in the hospitals being ratified the emergency of the attention the health of the workers of the health and the necessity of actions that prioritize or at least do not ignore this question. For in such a way, one searchs to point with respect to certain characteristics of the current Politics of main Health of the Worker being tracked its determinative ones in its distinct periods in years 80 and 90, where questions are examined central offices of the politics of Brazilian health in landmarks of the decade of 80 in confrontation with current landmarks. It has been broken of the principle of that the related decade if characterized for a process of reversion of the consecrated social conquests in the Federal Constitution of 1988.In this current conjuncture, the democratic management of the politics is a basic question to be emphasized. For such, they are distinguished as strategies to be made possible the fortalecimento of the democratic spaces in the workstations are through the advice how much of the commissions of health of the worker.
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Szeto, Ping-hang. "Measurement in service quality of Hongkong Telecom in municipal halls." Click to view the E-thesis via HKUTO, 1997. http://sunzi.lib.hku.hk/hkuto/record/B42574626.
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Dawkins, Casey J. "Tiebout choice and residential segregation by race." Diss., Georgia Institute of Technology, 2003. http://hdl.handle.net/1853/23929.
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Yip, Yau-kuen. "Regulatory framework of non-franchised buses in Hong Kong with reference to the control of illegal bus services." Click to view the E-thesis via HKUTO, 2007. http://sunzi.lib.hku.hk/hkuto/record/B38349334.
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Frederico, Flávia Sofia Lopes. "A caracterização do modelo de gestão numa autarquia: um caso da autarquia de Arronches." Master's thesis, Universidade de Évora, 2020. http://hdl.handle.net/10174/29965.
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Este Relatório, que surge com o seguimento do estágio curricular integrado no
Mestrado de Gestão - Sector Público e Administrativo, realizado ao longo de seis meses
na área Administrativa da Câmara Municipal de Arronches. O relatório tem uma
focagem única na Região de Arronches, e é pretendido uma observação com maior
proximidade que permita descrever e analisar todas as atividades que atuam sobre a
população local que são realizadas ao longo deste percurso. Pretende-se adquirir
também novos conhecimentos no meio laboral de como se aplica a Gestão numa
autarquia e aplicar todos os conhecimentos adquiridos no mestrado.
Surge em primeiro lugar uma introdução, seguido pela descrição da Autarquia,
pelo plano de estágio, continuando com a descrição de todas as atividades
desenvolvidas na entidade, logo de seguida surge um enquadramento teórico que
complete o relatório e por fim uma conclusão e reflexão; The characterization of the management model in an
autarchy: a case of the municipality of Arronches”
Abstract
This report, which comes up with the following integrated traineeship Master's
Management- Public and Administrative Sector, conducted over six months in the
administrative area of the Municipality of Arronches. The report has a unique focus in
Arronches Region, and is intended an observation more closely allowing describe and
analyze all activities that work on the local population that are carried along this route.
Also intended to acquire new knowledge in the workplace of how it applies to a
management authority and apply all the knowledge acquired in the master's degree.
Comes first an introduction, followed by the description of the Municipality, the
internship plan, continuing with the description of all activities in the organization
immediately afterwards comes a theoretical framework to complete the report and
finally a conclusion and reflection
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Higgins, Jeffrey A. "Performance measurement in municipal building code agencies an exploratory study about how far it has developed in key cities /." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 2001. http://www.kutztown.edu/library/services/remote_access.asp.
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Maluleke, Pule Thomas. "Implementation of intergovernmental relations frame work act in the delivery of services : the case of the Greater Giyani Municipality, Limpopo Province." Thesis, University of Limpopo, 2017. http://hdl.handle.net/10386/1954.
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Thesis (MPA.) -- University of Limpopo, 2017The local sphere of government is the crucible of services delivery in South Africa, however since the first local government election, various local government authorities have been plagued by service delivery. In order to improve such delivery at local level, various legal and policy instruments has been designed, including the enactment of Intergovernmental Relations Framework Act 13 of 2005 (IGRFA). Despite the promulgation the IGRFA to formalise cooperation and collaboration between State departments and the local government authorities, municipalities are still grappling with inefficient and ineffective implementation of service delivery programmes. These failures have resulted in incidents of violent protest by members of local communities against local municipalities across all provinces. The study examines the implementation of intergovernmental relations (IGR) and Intergovernmental Relation Frame Work Act, and the effect thereof on the efficiency and effectiveness of service delivery through the prism of Greater Giyani Municipality. The study has adopted the qualitative research methods to determine the extent of IGR and IGRFA implementation amongst and between state institutions. The study also made application of quantitative study to determine the efficiency and effectiveness of service delivery undertaken by state institutions within Greater Giyani Municipality. The study found that there are various challenges which impede the implementation of IGR and IGRFA amongst the state institutions, and that such impediments result in ineffective and inefficient rendering of services within the Greater Giyani Municipality. The study further highlights the actions which need to be taken in order circumvent factors which impacts on the implementation of IGRA and IGRFA amongst State institutions. The study makes recommendations which may be adopted by officials of both national and provincial departments and municipalities in order to improve the implementation of IGR and IGRFA to enhance the efficiency of the execution of service delivery programmes. The study has also developed a framework which can be used to enforce the implementation of IGR and IGRFA for the augmentation of service delivery within local municipalities.
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Kung, Syu-yan Louis. "An review of Hong Kong's public transport policies with reference to impacts on franchised bus services." Click to view the E-thesis via HKUTO, 2007. http://sunzi.lib.hku.hk/hkuto/record/B38477634.
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Szeto, Ping-hang, and 司徒秉衡. "Measurement in service quality of Hongkong Telecom in municipal halls." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B42574626.
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Sin, Wai-sum, and 冼偉森. "A review of privatization of public services in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1991. http://hub.hku.hk/bib/B31265078.
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McShane, Ian. "Bringing in the public community facilities and social value /." Swinburne Research Bank, 2008. http://hdl.handle.net/1959.3/39673.
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Thesis (PhD) - Institute for Social Research, Swinburne University of Technology, 2008.Thesis submitted in total fulfilment of the requirements of the degree of Doctor of Philosophy, Institute for Social Research, Swinburne University of Technology, 2008. Typescript. Includes bibliographical references (p. 384-415).