Journal articles on the topic 'Public service sector information systems'
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Medaglia, Rony. "Rethinking information systems in the public sector: Bridging academia and public service." Information Polity 19, no. 3,4 (December 9, 2014): 245–46. http://dx.doi.org/10.3233/ip-140344.
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Apridiyanti, Ajeng, Harry Suharman, and Zaldy Adrianto. "Successful Implementation of Information Systems in Public Sector Organizations." Journal of Accounting Auditing and Business 3, no. 1 (January 22, 2020): 40. http://dx.doi.org/10.24198/jaab.v3i1.25351.
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This study aims to determine the success of the implementation of the Regional Financial Management Information System (SIPKD) in the Regional Work Unit (SIPKD) in the Sumedang District Government, by examining the effect of system quality, information quality and service quality on user satisfaction and its implications for net benefits. This study uses primary data from questionnaires given to leaders of agencies, operators, and administrators of SIPKD. The data analysis method used is path analysis. The results of this study indicate that the quality of the system, the quality of information, and the quality of service affect user satisfaction and impact on net benefits both partially and simultaneously. The results of this study contribute to adding literature on the implementation of information systems in public sector organizations, and influencing factors can be used as a reference for public sector organizations in assessing the application of information systems.
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Pedrosa, Glauco Vitor, Ricardo A. D. Kosloski, Vitor G. de Menezes, Gabriela Y. Iwama, Wander C. M. P. da Silva, and Rejane M. da C. Figueiredo. "A Systematic Review of Indicators for Evaluating the Effectiveness of Digital Public Services." Information 11, no. 10 (October 6, 2020): 472. http://dx.doi.org/10.3390/info11100472.
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Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic research of indicators to assess the effectiveness of digital public services in the perspective of the user. First, a literature review was carried out to identify the most common indicators employed to evaluate effectiveness in the public sector; then, the perception of academics and professionals regarding digital government was assessed to analyze the relevance of these indicators. As a result, two groups of indicators were found: technical factors based on service quality and usefulness of the service. This work contributes to enrich the discussion on how to create an effective model to evaluate the effectiveness of public services to guarantee quality standards and comply with the expectations of users.
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Cavalhero, Alexandre, and Lia Caetano Bastos. "Information Quality in the public sector." International Journal for Innovation Education and Research 8, no. 2 (February 1, 2020): 117–32. http://dx.doi.org/10.31686/ijier.vol8.iss2.2177.
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In the world of organizations, computerized systems have become indispensable as tools to support management. With regard to public service, people management requires the use of these systems to meet the expectations of its users and its customers — both the government workers themselves, and the population — through functionalities that meet the demands of the decision, strategic, tactical, and operational levels. This paper focuses on research of the Information Quality (IQ) involved in the routines and processes of the Integrated Human Resources Management System, Sistema Integrado de Gestão de Recursos Humanos (SIGRH); managed by the Santa Catarina Department of State Administration, Secretaria de Estado da Administração de Santa Catarina (SEA); or more specifically, by the Directorate for the Management and Development of Government Workers, Diretoria de Gestão e Desenvolvimento de Pessoas (DGDP). The objective of the research was to verify the current state of IQ through its dimensions and categories, the identification of items with low quality levels, and the correlation between the dimensions. The research method used was the application of the House of Quality (HoQ) tool, adapted to the specifics of the organization selected by the authors. Finally, it is through the consequent analysis of the results obtained that it was possible to suggest actions of improvement to be taken by managers.
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Rofi, Aliyyu, Fadillah Putra, and I. Gede Sentanu. "Creating Innovation of Public Value Through Management Information Systems." Jurnal Bina Praja 13, no. 3 (December 30, 2021): 513–28. http://dx.doi.org/10.21787/jbp.13.2021.513-528.
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Abstract: The use of information technology cannot be escaped from everyday life in society. In the context of improving the public sector, the government is required to improve performance, responsibility, and public trust and focus more on providing better services by revitalizing public administration by increasing transparency and prioritizing service quality. The Bureau of Personnel uses the “SIMPEG” application in the form of digitizing the public sector which is considered an extraordinary opportunity to create public value. This research is focused on the approach of the SIMPEG pre and post-mobile SSO. The method adopted by this study was mixed methods. The implementation of SIMPEG mobile SSO at the Ministry of Home Affairs has fulfilled the three aspects of the public values stated by Moore, namely legitimacy and support, operational capabilities, and public value. However, based on the findings within the field, some things are still not appropriate. For example, there is still the use of paper-based administration, so that the mobile SSO service has not been optimized. Based on the dimensions of system quality, information quality, and service quality, SIMPEG based on web-based are categorized as quite sustainable, whereas after using SIMPEG mobile SSO application was classified as very sustainable. When viewed from the results of stress and RSQ values, it can be said that the results of the MDS in this study describe a good model and can represent the problems being discussed and conclude that only SIMPEG mobile SSO application is recommended for sustainability.
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B.K., Dhanya, and Dr Velmurugan V.P. "Satisfaction Level of Customers in Demographic Variables in Public Sector Banks." Webology 19, no. 1 (January 20, 2022): 1017–27. http://dx.doi.org/10.14704/web/v19i1/web19070.
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The aim of our study is to look at the impact of various demographic parameters on Internet banking service excellence, client value, fulfillment, and trust. Increased competition and the emergence of financial liberalization-driven technology are pushing significant changes in the way Indian banks operate and provide services to their consumers. Banks are rapidly going into a new era of fantastic technological banking in order to ensure functional excellence and improved consumer loyalty. Because using technology to provide banking services costs money and time, it's vital to assess whether technological advancements genuinely improve client satisfaction. The aim of our study is to look at the effect of demographic factors on several determinants of consumer satisfaction in the Indian banking industry, as well as their relationship to service quality, value, and overall performance in electronic banking. In Thiruvananthapuram district, Kerala, India, a customer survey (N=290) of Indian public sector banks such as UDC Bank, Indian Bank, and Indian Overseas Bank gathered the required data. According to the data, consumers with a higher level of education and revenue who utilize Internet banking for a large portion of their financial requirements and have done so for a longer period appear to have a higher level of satisfaction. Customers' evaluations of the efficiency, value, satisfaction, and loyalty component of internet banking service were used to determine gender and age.
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Noor, Munawar. "The effect of e-service quality on user satisfaction and loyalty in accessing e-government information." International Journal of Data and Network Science 6, no. 3 (2022): 945–52. http://dx.doi.org/10.5267/j.ijdns.2022.2.002.
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Digitization has had a profound impact on changing consumer behavior and the reorientation of online services by service providers in both the public and private sectors. This includes the use of information and communication technology and the internet adopted in the public sector largely known as e-government, which intensifies the use of websites to bridge the relationship between public institutions and users. The purpose of the study was to analyze the effect of e-service quality on user loyalty through user satisfaction of public service websites. The study was conducted on 250 users of public service websites in Indonesia. The analytical tool used is Structural Equation Modeling with the help of AMOS software. The study found that the quality of e-service has a significant effect on user satisfaction and user loyalty, user satisfaction has a significant effect on user loyalty, and user satisfaction partially mediates the effect of e-service quality on user loyalty. The results of the study underscore the importance of improving the quality of e-government through e-quality services, especially in government organizations to provide opportunities for the public and the private sector to access government services with integrated services efficiently through the use of the internet and online channels.
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del Sordo, Carlotta, Rebecca L. Orelli, and Emanuele Padovani. "Governing the Public Sector E-Performance." International Journal of Public Administration in the Digital Age 2, no. 4 (October 2015): 65–75. http://dx.doi.org/10.4018/ijpada.2015100105.
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Over the past several decades the demand for accountability in the field of public administration has been growing exponentially in Europe. The particular emphasis for this theme was the stimulus for the significant adoption and use of information technology systems in the public sector. Thus, the main focus of European countries has been e-government that provides process reform of the manner in which governments work, share information, and deliver services to external and internal clients. Therefore, accountability has become more critical for improving the economic, financial and organizational management of public matters. The need for accountability has pushed the Italian legislature to produce a sequence of legislative and regulatory interventions towards increased transparency in public administrations. This paper presents an account of the likely consequences that performance monitoring systems have, through e-government technology, on public service transparency and accountability. This research utilizes a study on the Brunetta reform (from the Ministry of Public Administration) to foster public sector productivity; that study's key principles are efficiency, meritocracy, accountability, and transparency.
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Gholami, Roya, Neetu Singh, Pranav Agrawal, Karina Espinosa, and Dalal Bamufleh. "Information Technology/Systems Adoption in the Public Sector." Journal of Global Information Management 29, no. 4 (July 2021): 172–94. http://dx.doi.org/10.4018/jgim.20210701.oa8.
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State government has been moving from manual and paper-based processes to digital services. However, digital divide, declining trust in technology, and low IT/IS adoption rates by public sector employees are important challenges for successful delivery of e-government services to citizens. Previous studies in the area of IT/IS adoption and e-government have mainly focused on citizens. This paper examines IT/IS adoption by employees rather than citizens and the focus is on non-market environment and state government agencies. A research model has been proposed based on the theory of planned behavior (TPB) and technology acceptance model (TAM) which has been extended to include digital divide related constructs and trust in technology. To test the proposed model, a survey was conducted among early adopters of Office 365 at Illinois Department of Transportation (IDOT) in Springfield and Chicago. The paper contributes to research on IT/IS adoption in public sector. The findings also provide insightful design and practical implications for successful IT/IS deployment in public sector.
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Willcocks, Leslie P., and Annabelle L. Mark. "IT Systems Implementation: Research Findings from the Public Sector." Journal of Information Technology 4, no. 2 (June 1989): 92–103. http://dx.doi.org/10.1177/026839628900400204.
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The National Health Service has embarked upon major initiatives to bring in management and financial information systems capable of relating resource usage to cost and to underpin better management and effective delivery of health care. This paper identifies a range of weaknesses and impending problem areas in implementation practice. Recent research evidence from several NHS regions is utilized to support the detailed case made for changes in how computer-based projects are developed, managed and implemented within the organization. It is suggested that the evidence and analysis would seem to have implications for all those studying, experiencing, or anticipating computerization.
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Ajmal, Mian M., Ville Tuomi, Petri T. Helo, and Maqsood Ahmad Sandhu. "TQM Practices in Public Sector." International Journal of Information Systems in the Service Sector 8, no. 1 (January 2016): 34–44. http://dx.doi.org/10.4018/ijisss.2016010103.
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This study aims to discuss the evolution, principles, and stages of total quality management (TQM) in public health care organizations. It also makes a comparison that how case organizations think about quality and TQM along with its applicability within public sector. The study can be categorized as qualitative research. The data is collected from semi structural interviews of the informants and the concerning documents, which consist of strategy, policy papers and audit reports of the case organizations. Altogether there are two case organizations. Furthermore, data is analyzed with the help of content analysis. Most vital issues in TQM practices are its comprehensiveness, and its application in such a way which is appropriate for the organization, with a logical way of operation and the participation of management and personnel. Training, guidance, teamwork, involvement and learning are imperative for achieving a continuous improvement culture and are vital elements when adopting TQM. Managers should learn from the experience of TQM implementers by studying expected challenges and pitfalls. They should also pay more attention to the crucial role of all stakeholders in the TQM implementation. The study could be quite valuable from a strategic perspective in providing guidelines to build up a proper plan for TQM practices more promptly. The paper also manages to shed light on TQM practices of public service organizations by comparing their current approaches to quality.
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Lapworth, Louisa, Philip James, and Nick Wylie. "Examining public service motivation in the voluntary sector: implications for public management." Public Management Review 20, no. 11 (December 26, 2017): 1663–82. http://dx.doi.org/10.1080/14719037.2017.1417466.
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Preston, Hugh. "Managing Electronic Services; A Public Sector Perspective." European Journal of Information Systems 10, no. 3 (December 2001): 178. http://dx.doi.org/10.1057/palgrave.ejis.3000390.
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Lenk, Klaus. "Electronic Service Delivery – A driver of public sector modernisation." Information Polity 7, no. 2,3 (March 20, 2003): 87–96. http://dx.doi.org/10.3233/ip-2002-0009.
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Chelin, Jacqueline Ann. "Open Doors: library cross-sector co-operation in Bristol, UK." Interlending & Document Supply 43, no. 2 (May 18, 2015): 110–18. http://dx.doi.org/10.1108/ilds-02-2015-0006.
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Purpose – This paper outlines the aims, activities and outcomes of a project to pilot a reciprocal borrowing scheme between public and academic libraries using existing cards, i.e. public library cards in the academic library and university ID cards in the public libraries. Design/methodology/approach – This is a case study providing practical information about the establishment and promotion of the service, and recounting the feedback from surveys of participants, prospective users and library staff. Findings – The project outcomes indicate that the reciprocal use of existing library cards between institutions and public libraries in a geographical area: was relatively simple once set up; was appreciated by all those who participated; had few teething problems; had had no appreciable impact on the availability of academic stock to University of the West of England (UWE) students; increased public library and academic library usage by target groups, e.g. school students 16 years and over, enabled the public library service to provide a significantly better offer of resources to its community, especially those who needed access to specialised stock, not normally available in a general public library service. Originality/value – The partnership between LibrariesWest (led by South Gloucestershire Libraries) and UWE Bristol Library Services is not unusual. However, the approach taken, i.e. to allow borrowers to use their own libraries’ cards without any data sharing between the respective systems, is fairly unique. The processes involved and the evaluation of the scheme are of value to other prospective partnerships where organisations are geographically aligned.
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Omar, Amizan, Ramzi El-Haddadeh, and Vishanth Weerakkody. "Exploring Digitally Enabled Service Transformation in the Public Sector." International Journal of Electronic Government Research 12, no. 4 (October 2016): 1–14. http://dx.doi.org/10.4018/ijegr.2016100101.
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Digitally Enabled Service Transformation (DEST) in the Public Sector (PS) offers a unique opportunity for public administration (PA) and information systems (IS) disciplines to interlace. Albeit complicating the deployment of a coherent analytical lens in its study, such uniqueness has formed a basis to enable a deviance in the theoretical selection. Interestingly, there has been a gradual move from the adoption of native PA/IS theories towards imported social sciences theories including Institutional and Structuration. Institutional Theory provides a way of viewing and explaining why and how institutions emerge in a certain way within a given context. The theory however is being criticized for its structural biasness, as it avoids explanations situated at individual or same level of analysis. Such gap is filled with the adoption of Structuration Theory, which also focuses on how structures - as micro-institutional foundation, arise, or are maintained through co-evolution of actions and institutions. The fusion of concepts from both theories would potentially maximise the debates on DEST in PS across diverse perspectives, and continue to keep the ‘research talking' by revealing novel insights.
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Field, E. A., and M. F. Shutler. "Service with a smile — The public face of public sector industries." European Journal of Operational Research 45, no. 2-3 (April 1990): 356–67. http://dx.doi.org/10.1016/0377-2217(90)90199-l.
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Inkinen, Tommi. "Best practices of the Finnish Government Information Society Policy Programme." Transforming Government: People, Process and Policy 6, no. 2 (May 25, 2012): 167–87. http://dx.doi.org/10.1108/17506161211246917.
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PurposeThe purpose of this paper is to classify the best practices selected by the “Finnish Government Information Society Policy Programme” with a framework that includes four segments: technology, supply, demand, and spatial impact scale. These segments are elemental parts of service development processes, the best of which are classified into seven distinct categories: Telecommunications; Citizen Readiness; Education and Research; Working Life; Public Sector Electronic Services; Social and Health Care; and Electronic Commerce.Design/methodology/approachThe empirical material includes the best practices as defined by the Finnish Government Information Society Policy Programme 2003‐2007. The best practices were analyzed through their project descriptions. The data were classified with textual content analysis into categories that were further analyzed numerically. The tools of statistical analysis included cross‐tabulations and chi‐square tests.FindingsThe results reveal differentiation among the best practices. The majority of service development concerns applications and software. However, physical infrastructure development was also present in the largest cities. Public sector organizations produced more than half of all of the best practices selected. Public‐private partnerships were also common, and the majority of service development was targeted to the national level.Research limitations/implicationsThe best practices analyzed illustrate the view of the Finnish Government Information Society Policy Programme. Consequently, the analysis highlights the values of the policy program. The data include only a small segment of on‐going development activity and represents a case study and therefore it is limited to the Finnish and Nordic context.Originality/valueThis paper uses a unique primary data set. The results obtained reflect the originality of the study and clearly provide sufficient grounds to consider electronic service development. The results are also transferable to public sector decision makers dealing with regional policies and development.
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Sung, Chang Soo, and Joo Yeon Park. "Understanding of blockchain-based identity management system adoption in the public sector." Journal of Enterprise Information Management 34, no. 5 (October 6, 2021): 1481–505. http://dx.doi.org/10.1108/jeim-12-2020-0532.
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PurposeThis study aims to understand the benefits and challenges associated with the adoption of a blockchain-based identity management system in public services by conducting an academic literature review, and to explore the design of such a system that can be applied to the Korean government.Design/methodology/approachThis study explores the adoption of a blockchain-based identity management system using a literature review and an actual design case intended for use by the government sector.FindingsBlockchain-based identity management systems can significantly improve transparency, accountability, and reliability in the user control of one's own data while reducing the time and cost needed to deliver public services, as well as increasing administrative efficiency. However, it is not always easy to implement such systems, and introducing new technologies in the government field requires a complicated, time-consuming process. There is currently an appetite for research extending beyond the typical technology-driven approach to elucidate the government adoption of new technologies and explore its implications.Practical implicationsThe idea behind this system is that by storing and managing personal information on the blockchain and providing mobile apps to customers, users can log in or retrieve previously authenticated personal information without having to go through an authentication process. Since users do not need to go through the verification process every time, it is expected that they will be able to access only the necessary personal information more quickly and conveniently without having to deal with unnecessary details. In addition, the blockchain-based operation of a public service effectively increases the transparency and reliability of that service and reduces the social costs caused by personal information leakage.Originality/valueThis study introduces the design of a blockchain-based identity management system that can be used in public services, specifically in the Korean government sector for the first time. Along with a literature review, the implications that this study gleans from these real-world use cases can contribute to this field of research.
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Sung, Chang Soo, and Joo Yeon Park. "Understanding of blockchain-based identity management system adoption in the public sector." Journal of Enterprise Information Management 34, no. 5 (October 6, 2021): 1481–505. http://dx.doi.org/10.1108/jeim-12-2020-0532.
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PurposeThis study aims to understand the benefits and challenges associated with the adoption of a blockchain-based identity management system in public services by conducting an academic literature review, and to explore the design of such a system that can be applied to the Korean government.Design/methodology/approachThis study explores the adoption of a blockchain-based identity management system using a literature review and an actual design case intended for use by the government sector.FindingsBlockchain-based identity management systems can significantly improve transparency, accountability, and reliability in the user control of one's own data while reducing the time and cost needed to deliver public services, as well as increasing administrative efficiency. However, it is not always easy to implement such systems, and introducing new technologies in the government field requires a complicated, time-consuming process. There is currently an appetite for research extending beyond the typical technology-driven approach to elucidate the government adoption of new technologies and explore its implications.Practical implicationsThe idea behind this system is that by storing and managing personal information on the blockchain and providing mobile apps to customers, users can log in or retrieve previously authenticated personal information without having to go through an authentication process. Since users do not need to go through the verification process every time, it is expected that they will be able to access only the necessary personal information more quickly and conveniently without having to deal with unnecessary details. In addition, the blockchain-based operation of a public service effectively increases the transparency and reliability of that service and reduces the social costs caused by personal information leakage.Originality/valueThis study introduces the design of a blockchain-based identity management system that can be used in public services, specifically in the Korean government sector for the first time. Along with a literature review, the implications that this study gleans from these real-world use cases can contribute to this field of research.
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Iqbal, Meesha, Anam Shahil Feroz, Khalid Siddeeg, Karima Gholbzouri, Jamela Al-Raiby, Nilmini Hemachandra, Sarah Saleem, and Sameen Siddiq. "Engagement of private healthcare sector in reproductive, maternal, newborn, child and adolescent health in selected Eastern Mediterranean countries." Eastern Mediterranean Health Journal 28, no. 9 (September 29, 2022): 638–48. http://dx.doi.org/10.26719/emhj.22.057.
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Background: The private healthcare sector in the Eastern Mediterranean Region (EMR) is active and growing, providing curative, preventive, and promotive services related to reproductive, maternal, newborn, child, and adolescent health (RMNCAH). Aims: To understand the contribution of formal for-profit private health-care sector in delivering RMNCAH services and explore best practices for improvement. Methods: Desk review of available literature from Saudi Arabia, Oman, Iraq, Egypt, Sudan, Yemen, Pakistan, and Islamic Republic of Iran, followed by stakeholder interviews in Iraq, Pakistan, and Oman were carried out. Directed content analysis using Maxqda 2020 was performed, and information was triangulated according to a priori themes: governance, health information systems, financing, and service delivery related to RMNCAH. Results: Formal and informal public–private partnerships exist in RMNCAH but lack a strategic roadmap to guide collaboration. The private healthcare sector is minimally represented in the main policy stream at national and subnational levels due to resistance from the private and public sectors. They are weak in collecting, maintaining, and sharing health information. Data on abortion and postabortion complications are scarce. Various models of supply and demand financing (voucher schemes, private and social health insurance) related to antenatal care and contraception have been implemented in the EMR. Despite the higher cost of care in the private sector, limited training of providers, ill-defined service delivery packages, and lack of continuity-of-care and team-based approaches, the private sector remains the predominant sector providing RMNCAH services in the EMR. Conclusion: Partnering with the private sector has huge untapped potential that should be harnessed by national governments for expanding RMNCAH services and progressing towards Universal Health Coverage.
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Al Yousuf, M., T. M. Akerele, and Y. Y. Al Mazrou. "Organization of the Saudi health system." Eastern Mediterranean Health Journal 8, no. 4-5 (August 31, 2021): 645–53. http://dx.doi.org/10.26719/2002.8.4-5.645.
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Using existing data, we reviewed the organizational structure of the Saudi Arabian health system: its demography and history, principal health indicators, organization and management, type and distribution of facilities, financial base, and the impact on it of the Haj. We noted duplication of services, inadequate coordination between some health industry sectors, and the need for a more extensive and rational health centre network with improved information systems and data collection. We also noted scope for a greater role for the private health sector and increased cooperation between it and the public sector to improve health service delivery and population health
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Kohlborn, Thomas, Axel Korthaus, Christoph Peters, and Erwin Fielt. "A Comparative Study of Governmental One-Stop Portals for Public Service Delivery." International Journal of Intelligent Information Technologies 9, no. 3 (July 2013): 1–19. http://dx.doi.org/10.4018/jiit.2013070101.
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The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled “Transformational Government” that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader “Transformational Government” approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.
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Mercer, Alan. "Operations management in service industries and the public sector." European Journal of Operational Research 23, no. 3 (March 1986): 413. http://dx.doi.org/10.1016/0377-2217(86)90311-5.
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Siska, Mai, Ria Nelly Sari, and Yesi Mutia Basri. "Determinan Kinerja Sektor Publik: Dimoderasi Sistem Pengendalian Interen pada Puskesmas BLUD di Kota Pekanbaru." Jurnal Akuntansi Indonesia 10, no. 1 (May 1, 2021): 81. http://dx.doi.org/10.30659/jai.10.1.81-95.
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This research is the result of an empirical study that shows facts in explaining the properties that occur in the object under study through statistical principles. The purpose of this study was to examine and analyze the factors that influence the performance of regional public health service agencies in the city of Pekanbaru such as financial management of regional public service agencies, quality of human resources and utilization of information systems with internal control as moderating variables. The object of this research is all public health centers of regional public service agencies which is in the city of Pekanbaru. The results showed that the financial management of regional public service agencies, the quality of human resources , and the use of information systems had a positive effect on the performance of public health centers and was strengthened by the presence of internal controls. This research has implications for public sector organizations that implement financial management of regional public service agencies such as community health centers as motivation and evaluation materials related to performance achievement through the process of improving the financial management of regional public service agencies, the quality of human resources , utilization of information systems and internal control. Keywords: Financial Management of regional public service agencies, quality of human resources, utilization of information systems, organizational performance of local public service agencies
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Nur, Mohamad Ichsana, and Peny Novarina. "Kinerja Sistem Informasi Manajemen Pelayanan Publik Pemerintah Kota Pekalongan." Ministrate: Jurnal Birokrasi dan Pemerintahan Daerah 2, no. 1 (March 29, 2020): 16–21. http://dx.doi.org/10.15575/jbpd.v2i1.8041.
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The City of Pekalongan is one of economic growth hubs in Central Java. Pekalongan possesses a classic issue like an overweight and inefficient bureaucracy, lack of innovation, dissatisfaction of public service, and so on. The government then proceeds digital-based budget so that it succeeds to push public spending. This paper aims to provide an overview of Pekalongan City Government Performance Management in implementing Management Information Systems (MIS) for Public Services. The analysis uses various theoretical perspectives on public sector performance management, public services and public service performance innovation. This research is a descriptive study with data collection techniques using non-reactive content analysis through secondary data and documents that already exist. The analysis shows that the application of technology to the Pekalongan City government innovation performance can save energy, time and budget. Performance monitored through the system from planning to implementation can be monitored through information technology innovation. Thus, an efficient, fair, responsive, accountable public service system can be more easily achieved.
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Nengomasha, Cathrine Tambudzai, Ruth Abankwah, Wilhelm Uutoni, and Lilian Pazvakawambwa. "Health information systems in Namibia." Information and Learning Science 119, no. 7/8 (July 9, 2018): 358–76. http://dx.doi.org/10.1108/ils-03-2018-0015.
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Purpose This paper aims to report some findings of a study that investigated health information systems (HISs) in Namibia with a view of establishing the nature of these systems and coming up with recommendations on how these could be enhanced. Design/methodology/approach This study applied a mixed methods research approach, using interviews and survey questionnaire to collect data. Survey data were analysed for descriptive statistics using SPSS and data from interviews were analysed applying content analysis for data analysis. Findings The findings of this study indicate fragmented HISs resulting in duplication of diagnosis, tests and treatment. The findings show that there were errors in capturing data into the systems, which could compromise the reliability of the data and compromise service delivery. Research limitations/implications This study was limited to two (Khomas and Oshana) of the fourteen regions in Namibia; therefore, further studies could look at other regions, as the study findings cannot be generalised to the entire country. Practical implications The findings and recommendations, particularly those relating to the public health sector, could inform policies and procedures, especially those relating to the patient health passport (card), and the way health information is shared within and across health sectors. Originality/value This study focused on health information sharing, whereas a previous study on HISs concentrated on quality of healthcare.
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El-Haddadeh, Ramzi, Vishanth Weerakkody, and Shafi Al-Shafi. "The complexities of electronic services implementation and institutionalisation in the public sector." Information & Management 50, no. 4 (June 2013): 135–43. http://dx.doi.org/10.1016/j.im.2013.02.005.
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Abu Bakar, Humairath, Rozilawati Razali, and Dian Indrayani Jambari. "Legacy Systems Modernisation for Citizen-Centric Digital Government: A Conceptual Model." Sustainability 13, no. 23 (November 26, 2021): 13112. http://dx.doi.org/10.3390/su132313112.
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Information technology and communication (ICT) plays an important role as a catalyst for organisational development and innovation. However, old information systems that are known as legacy systems often expose organisations to the risk of business failure. These systems are not only impeding the advancement in technology strategy but also hindering the organisations’ business competitiveness. Nevertheless, legacy systems are essential in supporting critical functions in organisations including the public sector and could not be scrapped easily. These systems need to be given a new strength through modernisation to continue providing the best service in line with global trends. Modernisation is a complex task that involves several related aspects. In the context of the public sector, legacy systems involve a complicated information relationship, environment, and culture, while ensuring the citizens are of high priority. The implementation of a digital government represents the transformation of the public service delivery to the citizens that emphasises a citizen-centric design. This study, therefore, aims to address this concern by reviewing the factors involved and suggesting a guideline in the form of a conceptual model to assist in the modernisation of legacy systems for a citizen-centric digital government. Data from the theoretical study were analysed using content analysis. The results show that the legacy systems’ modernisation comprised four main aspects, namely human, process, product, and organisation aspects, with related factors and elements. This model contributes as a reference for the public sector and provides overall guidance in performing legacy systems modernisation.
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Michael, Oyinlola, Folajin Oyewale, and Balogun Oladosu. "EFFECTS OF INTEGRATED FINANCIAL MANAGEMENT INFORMATION SYSTEM ON PERFORMANCE OF PUBLIC SECTOR IN NIGERIA." International Journal of Engineering Technologies and Management Research 4, no. 7 (February 1, 2020): 32–39. http://dx.doi.org/10.29121/ijetmr.v4.i7.2017.89.
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The purpose of this study is to analyse the effectiveness of Integrated Financial Management Information System (IFMIS) on performance of public sector in Nigeria. Public finance management has come under immense scrutiny by donor community as well as general public in a call for enhanced accountability of the government expenditures for an improved public service delivery. To analyse the effectiveness of identified factors on the use of the system, descriptive and inferential statistics were used. The sample size was drawn from the sections of finance department that includes, budgeting, procurement and internal audits, and at public works department where the financial systems are applied. The study revealed that there was a positive relationship between the effectiveness of IFMIS on public financial management and the independent variables; financial reporting, budgeting, internal controls and projects as was revealed in the regression analysis. The study concluded that there was a relationship between IFMIS in public finance and financial reporting, budgeting, internal control and government projects as 72.4% of the effectiveness of IFMIS was accounted for by the study independent variables. The relationship gave 95% confidence level of effectiveness. The study recommended that the IFMIS be enhanced and improved at system development level so that it gives real figure and factor in more functions of operation linked to financial service for better service delivery.
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Sung, Soo-Hyun, Minjung Park, Jihye Kim, Sun-Woo Jeon, Angela Dong-Min Sung, Eun-Jin Lee, Danny Oh, Jung-Youn Park, Jang-Kyung Park, and Kyeong Han Kim. "Current Status of Traditional Korean Medicine Services in Public Sector: A Study for Integrating Traditional Korean Medicine into Community Care System." Healthcare 9, no. 5 (April 22, 2021): 493. http://dx.doi.org/10.3390/healthcare9050493.
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Korea is currently executing a pilot program for community care of its aging population and aims to implement community care systems on a national scale by 2025. This study examines the traditional Korean medicine (TKM) service to be provided within community care by understanding the current status of TKM services. The Ministry of Health and Welfare (MoHW) sent official letters to 242 local governments (cities, districts, and counties) from October to November 2019 to survey the status of the public TKM services provided in 2018. The items of the survey included basic demographic information as well as information that could reveal how the program was implemented. In 112 local government jurisdictions (response rate 46.3%), a total of 867 TKM service programs were in place. As a result of the survey, it was revealed that they did not have any service manuals or evaluation results. To provide home-care-based TKM service for the elderly as an integrated part of a community care system, it is necessary to develop, distribute, and evaluate a standard service manual including an evaluation index by the central government.
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Durmaz, Dr Yakup, Dr Turan PEKMEZC?, and ABDUL WAHID. "MARKETING INFORMATION SYSTEMS IN THE HEALTH SECTOR: A PRACTICE IN HOSPITALS IN TURKEY AND JORDAN." INTERNATIONAL JOURNAL OF COMPUTERS & TECHNOLOGY 15, no. 2 (November 17, 2015): 6491–98. http://dx.doi.org/10.24297/ijct.v15i2.567.
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Health tourism, showing development in the last twenty years in the world, has emerged as an alternative tourism. Health tourism, very quickly developing among alternative tourism options, is an important profit tool since it is increasing the number of business enterprises serving in this field. In this sense, marketing objectives set out in the health services is very diverse. The main objective of the health service is to determine accurately the demands of the target customer and meeting their needs and demands at the highest level to satisfy patients/customers. In this research perception on marketing information systems of public and private hospital managers in Turkey (Gaziantep) and Jordan (Amman) was investigated and perception of patients sought medical treatment in the hospitals of these countries examined using the survey technique. It is confirmed that patients in these countries have different perceptions in terms of hospitals, general services, health services and customer satisfaction. According to the resulting data, there is no difference in perception of managers in these countries on marketing information systems.
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Wilson, Tom. "Electronic service delivery: Themes and issues in the public sector. A forum discussion." International Journal of Information Management 15, no. 1 (February 1995): 71–72. http://dx.doi.org/10.1016/0268-4012(95)90185-x.
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Kitsios, Fotis, Maria Kamariotou, and Archelaos Mavromatis. "Drivers and Outcomes of Digital Transformation: The Case of Public Sector Services." Information 14, no. 1 (January 10, 2023): 43. http://dx.doi.org/10.3390/info14010043.
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Governments are altering how they operate to enhance the provision of public services, be more successful and efficient in their plans, and accomplish goals such as greater transparency, interoperability, and citizen pleasure. There are, however, limited studies about how public sector managers are currently identifying digital transformation in their own day-to-day practices, how they are implementing digital transformation projects, and what their expected results are, aside from the reports provided by consulting firms. The aim of this article is to present a case study in order to gain an understanding of the current expectations that public managers have regarding the implementation of digital transformation projects, as well as the outcomes that they anticipate these projects will produce. A qualitative analysis was conducted based on experts who were involved in digital transformation projects with a thorough understanding of government decisions and in-depth knowledge of execution procedures. Based on the results derived from interviews, this paper aims to support managers in examining the barriers of digital transformation in the public sector in order to improve this process.
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Bansal, Anand Parkash, and Vishnuprasad Nagadevara. "Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India." International Journal of Information Systems in the Service Sector 2, no. 3 (July 2010): 53–73. http://dx.doi.org/10.4018/jisss.2010070105.
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Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.
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Müller-Török, Robert, and Alexander Prosser. "TEACHING REQUIREMENTS OF A DIGITISED PUBLIC ADMINISTRATION." Pro Publico Bono - Magyar Közigazgatás 9, no. 1 (August 3, 2021): 2–15. http://dx.doi.org/10.32575/ppb.2021.1.1.
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The digitisation of public sector ICT is driven by a number of factors: Increased self- service via the Internet, the Internet of Things (IoT), real-time business intelligence and the advent of integrated information systems as the “backbone” of organisational ICT. This is accentuated by the Covid-19 pandemic. The paper presents an implemented university level teaching programme that covers the topics of integrated information systems for the environment described above. The paper also deals with the research question of how to embed such a programme in a conventional, public sector-oriented university course programme. It details the didactic specificities and analyses the feedback from the roll out and the prior knowledge required from students and the changes in other elements of a public administration course programme necessitated by digitisation orientation. It finally summarises the experience made and illustrates the necessity for further research.
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Bhimavarapu, Sasidhar Reddy, Seong-Young Kim, and Jie Xiong. "Strategy execution in public sectors: empirical evidence from Belgium." Journal of Business Strategy 41, no. 6 (November 3, 2019): 39–47. http://dx.doi.org/10.1108/jbs-01-2019-0025.
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Purpose Many public sector organizations have shown a consistent lack of capability to execute their strategic plans compared with private sector organizations. This failure explains why most public sector organizations are grappling with the dynamics of the twenty-first century in service delivery. Further, the strategy execution gap is vast in the public sector organizations than in the private sector organizations. The purpose of this paper is built based on the curiosity to develop a conceptual model that can close the strategy execution gap in public sector organizations. Design/methodology/approach The research adopted a qualitative research design, particularly, a case study research design approach as an ideal tool to conduct a holistic and in-depth survey of the trends in strategy execution in the public sector. Findings From the findings of the study, it has been found that five out of the nine strategy execution components that were investigated showed higher scores. These strategy execution components perceived to be vital by this study and were integrated into the MERIL-DE model, which will significantly contribute to closing the strategy execution gap in the public sector. Originality/value This research was built based on the curiosity to develop a conceptual model, the MERIL-DE model that can close the strategy execution gap in public sector organizations.
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De Jager, Johan, and Werner Soontiens. "Marketing and Reputation in the Services Sector." International Journal of Information Systems in the Service Sector 2, no. 3 (July 2010): 28–41. http://dx.doi.org/10.4018/jisss.2010070103.
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Over the past few decades the tertiary sector has developed from a predominantly inward focussed industry serving public interest to an internationalised and commercially competitive industry. Resulting from this fundamental change is a drive to better understand the most prominent dimensions that impact on internationalisation, more particularly, the expectations and experiences of students. Although some of these can be argued to be country specific, and thus differentiate between markets, others are universal and impact on the overall industry. One of the latter is a pressure to consider and treat students as clients introducing all the dynamics of service delivery and management. The primary objective of this paper is to identify the most important variables related to marketing and reputation issues when selecting a university in South-Africa and compare the same for Singapore students. This study revealed that the most important consideration for the South African sample, regarding marketing and reputation related variables when choosing an institution of higher education, is the academic reputation of the institution, while the marketing activities were regarded as priority by the Singaporean sample.
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Beridze, Tamta. "Information Technology Audit in Georgia." European Scientific Journal, ESJ 13, no. 25 (September 30, 2017): 72. http://dx.doi.org/10.19044/esj.2017.v13n25p72.
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With the development of information technology to carry out effectively their missions the largest part of a variety of organizations, government agencies and services have become dependent on computer systems. For each of the organization’s activities the IT environment must be properly studied and evaluated in which they perform the basic activities. Therefore, in such environment it is necessary to make the information technology audit of IT systems operating reliability and functionality in order to obtain reasonable assurance. IT governance and information systems audit is imperative for successful governance. This paper with a comprehensive literature review defines information technology audit, investigates how IT audit performs in the public sector of Georgia. Also it provides the thorough explanation of the experiences of the Georgian State Audit Office. The study analyses the challenges of the IT audit and point to future development directions of IT audit in the public sector. Although considerable research exists on IT control and on internal auditing, there is limited study that refers to IT evaluation control activities in the public sector auditing. As such, the findings from this research would generate new conclusion to enrich the existing literature on IT related auditing. The findings also may improve the IT evaluation activities in the Georgian public sector.
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Lakshmi, Papunuka, and Dr Thamilselvan R. "Customer Perception On E-Banking Services of Public and Private Sector Banks in Hyderabad Region." International Journal for Research in Applied Science and Engineering Technology 10, no. 5 (May 31, 2022): 1777–87. http://dx.doi.org/10.22214/ijraset.2022.42627.
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Abstract: E-Banking is the use of electronic means in banker-customer and banker-company interactions and internal banking operations to simplify and improve banking services. "Paperless, faceless, cashless" is the recognized role and motto of the cashless economy. Various types of electronic payments are available as part of the promotion of cashless and paperless transactions and the transition of the economy to a cashless society and economy. Various types of electronic payment systems include electronic banking, debit cards, credit cards and electronic wallets. Today, almost all banks are adopting ICT as a means of improving the quality of service of their banking services. Attempts have been made to evaluate the services provided by banks through electronic banking services. Electronic banking services offer a lot of convenience, customer orientation, enhanced quality of service and cost efficiency. We used a structured survey to collect relevant data from our customers. This report examines customer perception of electronic banking services provided by public and private banks in the Hyderabad region. The study sample size is 102. Data is collected from both primary and secondary information. This report uses non-stochastic sampling techniques and the most appropriate sampling method is used for the survey. Keywords: E-banking, Services, Customer satisfaction, Perception
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Pang, Min-Seok, Gwanhoo Lee, and William H. DeLone. "IT Resources, Organizational Capabilities, and Value Creation in Public-Sector Organizations: A Public-Value Management Perspective." Journal of Information Technology 29, no. 3 (September 2014): 187–205. http://dx.doi.org/10.1057/jit.2014.2.
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What value does information technology (IT) create in governments and how does it do so? While business value of IT has been extensively studied in the information systems field, this has not been the case for public value. This is in part due to a lack of theoretical bases for investigating IT value in the public sector. To address this issue, we present a conceptual model on the mechanism by which IT resources contribute to value creation in the public-sector organizations. We propose that the relationship between IT resources and organizational performance in governments is mediated by organizational capabilities and develop a theoretical model that delineates the paths from IT resources to organizational performance, drawing upon public-value management theory. This theory asserts that public managers, on behalf of the public, should actively strive to generate greater public value, as managers in the private sector seek to achieve greater private business value. On the basis of the review of public-value management literature, we suggest that the following five organizational capabilities mediate the relationship between IT resources and public value - public service delivery capability, public engagement capability, co-production capability, resource-building capability, and public-sector innovation capability. We argue that IT resources in public organizations can enable public managers to advance public-value frontiers by cultivating these five organizational capabilities and to overcome conflicts among competing values.
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Nengomasha, Cathrine Tambudzai, and Alfred Chikomba. "Status of EDRMS implementation in the public sector in Namibia and Zimbabwe." Records Management Journal 28, no. 3 (November 19, 2018): 252–64. http://dx.doi.org/10.1108/rmj-08-2017-0023.
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Purpose The purpose of this study was to investigate the adoption and use of electronic document and records management system (EDRMS) in the public service in Namibia and Zimbabwe with the aim of establishing barriers and enablers, and best practices which each country could adopt from the other. Design/methodology/approach This multi-case study was informed by an interpretivist paradigm. Qualitative in nature, the study applied face-to-face interviews as the data collection method, supplemented by documents analysis. The study population was Namibia and Zimbabwe’s public sectors with units of analysis, being the governments’ ministries, offices and agencies which have implemented EDRMS. Findings The paper provides the state of EDRMS implementation in Namibia and Zimbabwe. It establishes how the two countries have implemented EDRMS and factors that have contributed to the success/failure of the implementation in both countries. Originality/value The paper is a response to the need for further research studies on the implementation of EDRMS in various countries.
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Cordella, Antonio, and Andrea Paletti. "ICTs and value creation in public sector: Manufacturing logic vs service logic." Information Polity 23, no. 2 (June 29, 2018): 125–41. http://dx.doi.org/10.3233/ip-170061.
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Vigoda-Gadot, Eran, and Haim Cohen. "Service satisfaction and organizational image." Transforming Government: People, Process and Policy 9, no. 1 (March 16, 2015): 2–16. http://dx.doi.org/10.1108/tg-02-2014-0004.
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Purpose – The purpose of this paper was to examine the relationship between image, service satisfaction and public opinion towards reforms in public organizations and postulate a more detailed relationship among them. The concept “New Public Management” (NPM) was initially suggested in the literature sometime around the early 1990s (Aucoin, 1990; Hood, 1991). NPM-style reforms raised the flag of responsiveness to citizens and improved public satisfaction with the assumption that organizational image would also be positively affected by such reforms. Image, satisfaction and support in public sector reforms are, therefore, the major focus of this study. Design/methodology/approach – The focus is on a major reform in the Israel electricity industry and data were collected from 500 respondents by telephone interviews. Findings – The findings support the authors ' hypotheses concerning the major role of image and satisfaction in forming attitudes towards NPM-style reforms. However, beyond conventional direct effects, the authors point to the mediating effect of organizational image on the relationship between satisfaction and support for reforms. Research limitations/implications – First, other factors not included in the model may influence support for NPM-style reforms in public organizations. Second, the study focused on a single organization in one country only and a very specific culture. Finally, the study is cross-sectional and may suffer from common-method and common-source biases and for this reason, should be replicated to allow better generalization and firmer implications. Practical implications – The findings about the preponderance of organizational image over service satisfaction can contribute to policymakers in their efforts to increase support for reforms among the public. The results demonstrate the strong relationship between organizational image and public opinion towards reform and the secondary effect of service satisfaction. Social implications – The centrality of organizational image as a core social focus for citizens as clients and for policymakers is highlighted in the discussion. It is maintained that NPM-style reforms in the social arena, and beyond, are predominantly affected by image. Therefore, there is a need to better understand how image affects social and economic reforms and attitudes towards those reforms and what may be the social consequences of such attitudes by citizens and by policymakers’ decisions. Originality/value – The originality of this study is fourfold: a unique model of image, satisfaction and attitudes towards NPM-style reforms not been studied thus far is in its current form; exploring interrelations of citizens’ satisfaction, image of the public sector and calls for reforms and change in the market-like environment of the public sphere; a telephone survey of opinions towards a specific NPM-style reform; and a focus on a major public sector organization in Israel going through reform.
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Amaddeo, Francesco, and Michele Tansella. "Information systems for mental health." Epidemiologia e Psichiatria Sociale 18, no. 1 (March 2009): 1–4. http://dx.doi.org/10.1017/s1121189x00001378.
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The use of information systems and computer science applications in the health sector is now entrenched and widespread. In mental health services there are the typical applications of information systems concerning administrative, clinical and research issues, as well as innovative applications concerning diagnostic procedures, self-help, communication and delivery of psychotherapy.
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Suryanto, Adi, Nurliah Nurdin, Erna Irawati, and Andriansyah Andriansyah. "Digital transformation in enhancing knowledge acquisition of public sector employees." International Journal of Data and Network Science 7, no. 1 (2023): 117–24. http://dx.doi.org/10.5267/j.ijdns.2022.11.011.
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This research was conducted to determine knowledge acquisition by employing digital technology for public sector employees. This study adopts system quality, information quality, user satisfaction, service quality, and net benefit as the empirical considerations. The data analysis technique in this study used SEM (Structural Equation Modeling). Respondents in this study were 198 people consisting of public sector employees who used a learning management system. The results showed that service quality has a significant effect on user satisfaction. User satisfaction has a significant effect on net benefits. Meanwhile, system quality had no significant effect on user satisfaction, information quality had a significant effect on user satisfaction. The findings would imply the strategies to strengthen the implementation of e- learning is to increase user satisfaction. The finding managerially points out the necessity to evaluate the transformation of classical training programs in terms of face-to-face learning to blended learning by integrating online learning and face-to-face in the public sector knowledge acquisition model of training. The findings present an evaluation using empirical examination and highlights the importance of continuity to arrange action plans in public sector to synchronize knowledge acquisition model through training to obtain behavioral change and wider organizational impact of the training on public sector institutions.
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De Marco, Marco, and Maddalena Sorrentino. "Sowing the Seeds of is Cultivation in Public Service Organisations." Journal of Information Technology 22, no. 2 (June 2007): 184–94. http://dx.doi.org/10.1057/palgrave.jit.2000070.
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This paper aims to highlight the relevance of a cultivation approach with the goal of exploring the concrete implications it may have for public administrations (PA) involved in projects of organisational change. We suggest that adopting an approach to change that reflects the cultivation perspective is an unavoidable choice for PA, much more so than it is for the corporate world. The claim is that public-sector organisations design and implement organisational solutions that find it hard to move away from the ‘maintenance’ logic of legacy systems. Compared with the rational perspective, which is geared entirely to establishing optimal relations between means and ends, the cultivation approach enables us to make valuable advances at the interpretive level. We argue that the value of the processual and incremental perspective can be useful in creating a more realistic and less illusory reconstruction of the relationship between technological change and organisational change. In this paper, we discuss how combining policy studies with ICT social studies can help empower the cultivation logic, originating new tools for analysing and evaluating e-government results.
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Nyatuka, Danny Ronald, and Retha De La Harpe. "Service Design as a Catalyst for Patient-Centered eHealth Innovation." International Journal of Information System Modeling and Design 12, no. 3 (July 2021): 62–85. http://dx.doi.org/10.4018/ijismd.20210701.oa1.
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Today's healthcare industry is confronted with a myriad of challenges amidst emerging trends and opportunities which trigger a paradigm shift in healthcare design from stand-alone products to holistic services. These three dimensions are critical in assessing and managing healthcare, particularly in underserved settings. This study aims to maximize opportunities presented by both design and information and communication technologies to enhance the implementation of integrated people-centered health services. It is a qualitative study conducted across six government health facilities within Nairobi slums in Kenya as a case study of maternal health information services. Co-design-oriented service design research strategy is employed while a representative sample of (n=47) participants is drawn from different stakeholders in the public health sector. An architectural design framework for cloud-based patient-centered health information service is designed to support maternal care in underserved settings. A prototype service (AfyaTab app) is developed as a proof-of-concept of the proposed design solution.
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Mohamed, Ahmed Alfatih D., Yazan M. Alkhateeb, Puneet Agarwal, Ahmed R. Abdelwahab, and Osamah Alrababah. "Characteristics of Blockchain and Smart Services, for Smart Governments: A systematic review of the literature." International Journal of Information Systems and Project Management 10, no. 3 (October 6, 2022): 30–55. http://dx.doi.org/10.12821/ijispm100302.
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The interest in blockchain technology has grown rapidly, day by day. This is simply because of the security and decentralization that it provides. Nevertheless, most government services around the world run on inefficient systems loaded with heavy bureaucracy. They lead to non-transparent systems and a loss of public confidence in government services. The present systematic review of the literature on this topic aims to highlight the characteristics of blockchain technology that demonstrate its uniqueness, together with the characteristics of the smart government services that are required for efficient service delivery. It was found that the dominant characteristics of blockchain technology that are expected to provide the highest value for customers are decentralization and the capacity to be shared and public, whereas the most desired characteristics for the efficient service delivery of smart government services are speed, trust and participation. The paper went on to examine how the use of blockchain technology in government services is impacting on their delivery to customers by using examples from all around the world and to conduct a SWOT analysis of the use of blockchain in the government sector. Its findings are expected to help governments to develop a blockchain strategy that helps smart government services to adopt blockchain successfully.
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Powell, Madeline, and Frances Stokes Berry. "Introducing research insights into the third sector, social enterprise and public service delivery." Public Management Review 23, no. 5 (March 12, 2021): 633–40. http://dx.doi.org/10.1080/14719037.2020.1863700.
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