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Journal articles on the topic 'Service delivery'

Author: Grafiati

Published: 4 June 2021

Last updated: 21 February 2023

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1

Kavanagh, Steve, and Fiona Hawker. "The fall and rise of the South Australian telepsychiatry network." Journal of Telemedicine and Telecare 7, no. 2_suppl (December 2001): 41–43. http://dx.doi.org/10.1258/1357633011937083.

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The Rural and Remote Mental Health Service (RRMHS) has delivered telepsychiatry services through the use of videoconferencing to South Australian communities since May 1994. The survivability of the service results from a combination of factors that have seen the RRMHS expand to 48 centres and deliver an average of 100 clinical sessions a month. The key factors responsible for the success of the service lie in the model of service delivery, management support, and the implementation of a system for the scheduling and reporting of videoconference activity. The current model of service delivery has evolved over the past seven years and is fundamentally different to the infrastructure established at the implementation stage of the project. A retrospective analysis shows the shift in service delivery models necessary for the sustainability of telepsychiatry services in South Australia.

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Talib, Muhammad Adeel, Muhammad Nabeel Talib, and Madiha Akhtar. "Service Packaging: A Pattern Based Approach Towards Service Delivery." Computer and Information Science 12, no. 2 (March 25, 2019): 14. http://dx.doi.org/10.5539/cis.v12n2p14.

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Authentication, authorization, billing and monitoring are all common service delivery functions that are generally required to be added on to core business services in order for them to be delivered online commercially. Extending core services with these service delivery functions requires considerable effort if implemented ground-up and can be subject to limitations if outsourced to a service broker or a conventional middleware platform. Because of the ubiquitous nature of these service delivery functions, we see them as reusable patterns for service delivery. In this paper we have introduce an approach to implementing and applying these patterns in business to consumer e-commerce. We name the approach Service Packaging. Through the approach, generic implementations (or service packages) of the various service delivery patterns can be incrementally applied to core services, thus enabling flexible and systematic service delivery. A core service, regardless of its business domain does not require any structural or behavioral modifications in order to conform to a specific service delivery requirement and hence can be used out of the box. We also present a prototype middleware platform for the design-time modeling and implementation of service packages as well as their runtime execution.

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3

Lawson-Body, Assion, Laurence Mukankusi, and Glenn Miller. "An Adaptation Of The Balanced Scorecard For E-Government Service Delivery: A Content Analysis." Journal of Service Science (JSS) 1, no. 1 (July 1, 2008): 75–82. http://dx.doi.org/10.19030/jss.v1i1.4303.

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E-government services refer to the emerging area of IS and IT services that are delivered electronically. The way that government agencies design and deliver services and configure and deploy underlying information and communications technologies, is central to the performance of e-government service delivery. This paper examines the effectiveness of website-supported Balanced Scorecards four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use websites to serve veterans on a Government-to-Citizen (G2C) basis. The results show that the different aspects of the relations between CVSOs and veterans fit with the four interrelated balanced scorecard factors. The results also show that three of the four website-supported Balanced Scorecard dimensions (learning and innovation, internal process, and veteran value proposition) have a positive impact on e-government service delivery performance. However, the impact of the fourth website-supported Balanced Scorecard perspective (financial) on e-government service delivery performance is different because of the digital divide among the various generations of veterans.

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Bombeld, Madeleine. "We Deliver! Randall Express Delivery Service." Journal of Access Services 5, no. 1-2 (September 30, 2008): 343–48. http://dx.doi.org/10.1080/15367960802199158.

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Kernaghan, Kenneth. "Moving towards the virtual state: integrating services and service channels for citizen-centred delivery." International Review of Administrative Sciences 71, no. 1 (March 2005): 119–31. http://dx.doi.org/10.1177/0020852305051688.

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Governments around the world are increasingly seeking to provide integrated, citizen-centred service delivery. The aim is to organize the delivery of services from the perspective of citizens rather than of governments and to deliver these services seamlessly across governments and across the delivery channels of the internet, the telephone and the service-counter. The four major categories of barriers to integrated service delivery are political/legal, structural, operational/managerial and cultural ones. The means of overcoming these barriers include such approaches as creating new service delivery models, perfecting partnerships, establishing an effective governance framework and providing dedicated funding. There are similar barriers — and similar solutions — to the challenge of integrated channel delivery. The challenge to integrating services and service channels becomes greater as initiatives move from the interdepartmental sphere to the interjurisdictional and intersector spheres.

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Ayieko, Emily Nyanchoka, and Esther Gitonga. "Police Reform Practices and Service Delivery in the Kenya Police Service at Machakos County Police Headquarters, Kenya." International Journal of Business Management, Entrepreneurship and Innovation 2, no. 4 (November 23, 2020): 16–32. http://dx.doi.org/10.35942/jbmed.v2i4.145.

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This study focused on Police Reforms Practices and Service Delivery in the Kenya Police Service at Machakos County Police Headquarters. Police reforms in Kenya as availed from literature indicate that the colonial government in 1950 made attempts on reforming the police force. The appointment of the National Task Force on Police Reforms arose mainly from the post-election violence in 2007-2008 where hundreds of Kenyans lost their lives, thousands of people were displaced and property destroyed. This is because the police officers used excessive force, they were not trained to handle the violence that erupted and they took political sides. In order to address these concerns, the study aimed at examining police reforms practices and service delivery at Machakos county headquarters. Service delivery is a component of business that defines the interaction between providers and clients. Good service delivery provides clients with an increase in value. A well-functioning public sector that delivers quality public services consistent with citizen preferences and that fosters private market-led growth. The specific objectives were to establish the effect of personnel reforms and service delivery, establish the effect of financial reforms on service delivery and to establish the effect of legal reforms and service delivery in the Kenya Police service at Machakos County Police Headquarters Kenya. The significance of the study is as it tackled and documented the effect of police reforms practices and service delivery. It highlights the effect of personnel reforms and service deliver, financial reforms and service delivery and the legal reforms and legal reforms and service deliver. The study was guided by the Resource Based Theory, Servqual theory and the New Public Management Model in analyzing the theoretical background. A descriptive survey research design was used. The study targeted a population of 110 senior police officers in the Kenya Police Service and adopted the census approach to obtain information from every member of the population. Primary data was collected using a semi structured questionnaire, while secondary data was collected through review of literature on police reforms. Pilot study was conducted to validate the questionnaire. Data collected was subjected to quantitative analysis and data was presented using tables, graphs and pie charts inferential statistics was used in the study including correlation and multiple regressions in order to determine the relationship between the independent and dependent variables. Statistical package for social sciences (SPSS) version 22 was used to aid the analysis of the data. The findings revealed that personnel reforms and service deliver, financial reforms and service delivery and legal reforms and service delivery influence service delivery in the Kenya Police Service to a great extent. The findings conclude that personnel reforms have a positive and significant influence on service delivery in the Kenya Police Service at Machakos County Police Headquarters in Kenya. The conclusion on financial reforms and Service delivery, legal reforms and service delivery and financial reforms and service delivery have a positive and significant influence on service delivery in the Kenya Police Service. The findings recommend that the Kenya Police Service at Machakos County Police Headquarters should implement the personnel reforms. The findings also recommend that the police service should give police access to improved salary, savings Sacco and increased allowances. The findings furthermore recommend that legal reforms be instated that will assist in conducting impartial investigations, inspections, audits and monitoring of the National Police Service to enhance professionalism and discipline of the Service.

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Whittaker, Chris. "Service Delivery." Australian Journal of Public Administration 58, no. 3 (September 1999): 128. http://dx.doi.org/10.1111/1467-8500.00120.

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Hawkes, David. "Service Delivery." Australian Journal of Public Administration 59, no. 3 (September 2000): 124–25. http://dx.doi.org/10.1111/1467-8500.00174.

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9

Patricia, Beattie Jung. "Service Delivery." Reproductive Health Matters 1, no. 2 (January 1993): 130–37. http://dx.doi.org/10.1016/0968-8080(93)90028-r.

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Emanuel, Linda L. "Service Delivery." Clinics in Geriatric Medicine 20, no. 4 (November 2004): 715–16. http://dx.doi.org/10.1016/j.cger.2004.07.016.

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11

Leynes, Evelyn A. "QUALITY STUDENT SERVICES DELIVERY FOR MINDORO AND MARINDUQUE STATE COLLEGES." International Journal of Research -GRANTHAALAYAH 7, no. 6 (June 30, 2019): 93–106. http://dx.doi.org/10.29121/granthaalayah.v7.i6.2019.763.

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This study looked into the profile of the program implementers in terms of age, sex, and educational attainment, number of years as service practitioners and trainings and seminars attended. Likewise it also covered the assessment on the different institutional programs and services which include admission services, guidance and counseling services, scholarship and financial assistance, food services, health services, library services and student housing. The integration of innovative practices in the delivery of quality student services were also determined. Research design was descriptive with the questionnaire as the main data gathering instrument complemented by interview and focus group discussion. Respondents of the study were 84 program implementers and 331 student leaders in the three state colleges in Mindoro and Marinduque (MIMA) provinces including their satellite campuses. Profile description of the program implementers revealed majority were female, middle –aged between 25-35 years of age, masteral degree holders with at most ten years in service as student service implementers. Attended trainings were relatively few. Further, the program implementers assessed the quality services delivery for admission, guidance and counselling services, scholarship and financial assistance were delivered to a great extent while health, food and library services were rated moderate extent. Housing services were delivered to a slight extent. On the other hand, student leaders rated the quality services delivery of all areas was to a moderate extent. Significant differences in the assessments between program implementers and student leaders were noted in most areas except for student housing services where both concurred delivery to a slight extent. More so, the innovative practices to achieve quality student service delivery were delivered to a moderate extent. Based on the findings, a management plan for quality student service delivery for Mindoro and Marinduque state colleges was prepared. It was recommended that the management plan be reviewed for enhancement and tried for implementation to achieve quality student service delivery.

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Uyiomendo, Efosa E., and Markeset Tore. "Subsea maintenance service delivery." Journal of Quality in Maintenance Engineering 21, no. 1 (March 9, 2015): 34–54. http://dx.doi.org/10.1108/jqme-11-2013-0071.

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Purpose – The purpose of this paper is to propose a multi-variable analysis (MVA) model for predicting potential delays in the delivery of subsea inspection, maintenance and repair (IMR) services. Design/methodology/approach – Based on data from 351 subsea IMR service jobs executed between 2006 and 2008, a MVA model is proposed for predicting the potential delays in the delivery of IMR services in different plausible scenarios. Findings – A model for predicting the delays in IMR service delivery, based on four practical variables that are readily available during the planning phase, was developed and tested. The factors contributing to delays in petroleum subsea IMR services based on importance are: water depth, weather, job complexity, job uncertainty as well as job complexity mix. Research limitations/implications – The MVA model is developed based on analyzing subsea IMR service jobs performed in the petroleum industry from 2006-2008. The model can be used in the planning stage to predict potential delays in service delivery based on practical variables available. Originality/value – The research proposes a MVA model for predicting delays in service delivery. The model is useful for predicting potential delays in service delivery and for improving the plan based on model analysis results.

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Hockey, Julie Michelle. "Transforming library enquiry services: anywhere, anytime, any device." Library Management 37, no. 3 (March 14, 2016): 125–35. http://dx.doi.org/10.1108/lm-04-2016-0021.

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Purpose – The purpose this paper is to outline how the University of South Australia Library transformed its enquiry services by replacing fixed service desks with a blend of virtual and on demand services. Design/methodology/approach – Outlines the drivers for change, implementation approach and partnerships developed in order to change practices and use technology to deliver proactive services. Findings – The new model enables staffing and workflow efficiencies allowing the service to be delivered sustainably. It is anticipated that it will increase the Library’s visibility and accessibility in the physical and virtual environments and position the Library as an innovator in service delivery. Practical implications – The project involved significant change to traditional practices and challenged long held beliefs about library services. It required library staff to be supported and trained to develop new skills and adapt to new practices. Originality/value – Provides strategies and lessons learnt for other libraries considering similar changes to service delivery.

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14

Iranmanesh, Saeid, and Raad Raad. "A Novel Data Forwarding Strategy for a Drone Delay Tolerant Network with Range Extension." Electronics 8, no. 6 (June 11, 2019): 659. http://dx.doi.org/10.3390/electronics8060659.

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Amazon, Uber Eats, and United Parcel Service (UPS) are planning to launch drone delivery services in the near future. Indeed, recently, Google has received Federal Aviation Administration (FAA) approval for its Wings delivery platform. Amazon claims that a drone logistics network is more cost-efficient and quicker than a motor vehicle delivery network. In this paper, we propose a data delivery service by the drone network in addition to parcel delivery. We propose Heuristic Flight Path Planning (HFPP) that plans a drone’s flight path based on parcel delivery destination as well as data delivery destinations (waypoints). We further extend the solution to include drone charging stations for range extension. Our simulation studies show that our proposed method has delivered the data and consignments such that HFPP delivers up to 33% more data packets compared with Encounter-Based Routing (EBR), Epidemic, and a similar path planning method. Also, HFPP reduces the data delivery delays by up to 72% while the overhead ratio is low.

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Samanta, Swadesh Kumar, John Woods, and Mohammed Ghanbari. "Automatic Language Translation." International Journal of Technology and Human Interaction 7, no. 1 (January 2011): 1–18. http://dx.doi.org/10.4018/jthi.2011010101.

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In this paper, the authors demonstrate that language diversity imposes a significant barrier in message communication like Short Messaging Service (SMS). SMS and other messaging services, including Multimedia Messaging Service (MMS) and e-mail, are widely used for person-to-person and Business-to-Consumer (B2C) communications due to their reach, simplicity and reliability of delivery. Reach and service delivery can be further enhanced if the message is delivered in the recipient’s preferred language. Using language translation software and a database server, the authors show that the messages can be delivered as per language preference of the recipient irrespective of the language of the original message. They demonstrate the proposed mechanism can deliver a large number of services, such as education, health care management, notification in emergency situations, news and weather reports, to those who are currently not able to access them due to language barrier.

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Beckingsale, Louise, Kirsty Fairbairn, and Caroline Morris. "Integrating dietitians into primary health care: benefits for patients, dietitians and the general practice team." Journal of Primary Health Care 8, no. 4 (2016): 372. http://dx.doi.org/10.1071/hc16018.

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ABSTRACT INTRODUCTION Dietetic service delivery in primary health care is an emerging area of dietetic practice in New Zealand. AIM This paper aims to describe the dietetic services being delivered in this setting and dietitians’ perceptions of the factors that have an effect on their ability to deliver an optimal service. METHODS Individual, qualitative, semi-structured, face-to-face interviews were conducted with 12 primary healthcare dietitians from a range of age, ethnicity and professional backgrounds. Interviews were audio-recorded, transcribed verbatim and analysed using inductive thematic analysis. RESULTS Participants were delivering a range of services including: providing nutrition care directly to patients, helping to upskill other primary health care professionals in nutrition, and delivering health promotion initiatives to their local community. Three key factors were identified that participants perceived as having an effect on their ability to deliver effective dietetic services in primary health care: being part of a multidisciplinary general practice team, having flexible service delivery contracts appropriate for the setting and that supported integration, and having an adequate level of dietetic experience. DISCUSSION Dietitians working in primary health care recognise the importance of being well integrated into a multidisciplinary general practice team. This enables them to deliver more collaborative and coordinated nutrition care alongside their colleagues, to benefit patient care. Establishing flexible dietetic service delivery contracts, which support integration and take into account funding and workforce capacity requirements, may help ensure that the unique skill set of a dietitian is utilised to best effect.

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Bulos, Renejoy M. "Citizen Awareness and Satisfaction Survey: The Case of Tumauini, Isabela Philippines." Psychology and Education Journal 58, no. 1 (January 20, 2021): 5478–87. http://dx.doi.org/10.17762/pae.v58i1.2164.

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Local governments in the Philippines are the nearest service units to its citizens. They are expected to deliver quality services to their constituents. As recipients of the different services, citizens are deemed in better position to assess whether quality services are delivered by the different municipalities in the country. In order to address the need to gather citizens’ feedback on the service delivery performance of the local government units (LGU), the Department of Interior and Local Government developed the Citizen Satisfaction Index System (CSIS). The municipality of Tumauini in the province of Isabela is one of the selected LGUs to implement the CSIS project in the country to measure its performance in service delivery for 2018. This study assessed the awareness and satisfaction of the people in Tumauini, Isabela on the services for Public Works and Infrastructure delivered by the LGU. There were 150 respondents selected using the multi-stage probability sampling method. In gathering the data needed, face to face interview was used with the aid of survey questionnaire. Overall, results revealed that citizens of Tumauini are aware and satisfied with the different service indicators of the Public Works and Infrastructure programs. Results of the study may help local government officials in crafting policies and making management decisions to improve the performance of the local government of Tumauini in the provision and delivery of Public Works and Infrastructure services to its constituents.

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Davenport, Tracey A., Vanessa Wan Sze Cheng, Frank Iorfino, Blake Hamilton, Eva Castaldi, Amy Burton, Elizabeth M. Scott, and Ian B. Hickie. "Flip the Clinic: A Digital Health Approach to Youth Mental Health Service Delivery During the COVID-19 Pandemic and Beyond." JMIR Mental Health 7, no. 12 (December 15, 2020): e24578. http://dx.doi.org/10.2196/24578.

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The demand for mental health services is projected to rapidly increase as a direct and indirect result of the COVID-19 pandemic. Given that young people are disproportionately disadvantaged by mental illness and will face further challenges related to the COVID-19 pandemic, it is crucial to deliver appropriate mental health care to young people as early as possible. Integrating digital health solutions into mental health service delivery pathways has the potential to greatly increase efficiencies, enabling the provision of “right care, first time.” We propose an innovative digital health solution for demand management intended for use by primary youth mental health services, comprised of (1) a youth mental health model of care (ie, the Brain and Mind Centre Youth Model) and (2) a health information technology specifically designed to deliver this model of care (eg, the InnoWell Platform). We also propose an operational protocol of how this solution could be applied to primary youth mental health service delivery processes. By “flipping” the conventional service delivery models of majority in-clinic and minority web-delivered care to a model where web-delivered care is the default, this digital health solution offers a scalable way of delivering quality youth mental health care both in response to public health crises (such as the COVID-19 pandemic) and on an ongoing basis in the future.

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Dudding, Carol. "Reimbursement and Telepractice." Perspectives on Telepractice 3, no. 2 (September 2013): 35–40. http://dx.doi.org/10.1044/teles3.2.35.

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Whether in our professional or private lives, we are all aware of the system wide efforts to provide quality healthcare services while containing the costs. Telemedicine as a method of service delivery has expanded as a result of changes in reimbursement and service delivery models. The growth and sustainability of telehealth within speech-language pathology and audiology, like any other service, depends on the ability to be reimbursed for services provided. Currently, reimbursement for services delivered via telehealth is variable and depends on numerous factors. An understanding of these factors and a willingness to advocate for increased reimbursement can bolster the success of practitioners interested in the telehealth as a service delivery method.

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Munos, Annie. "Service delivery systems, services marketing and technologies." International Journal of Services Technology and Management 3, no. 3 (2002): 263. http://dx.doi.org/10.1504/ijstm.2002.001630.

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Baldwin, David A., and Paul D. Dickey. "Document Delivery Service." College & Research Libraries News 47, no. 11 (December 1, 1986): 704–8. http://dx.doi.org/10.5860/crln.47.11.704.

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Sanmugasunderam, Suren. "Clinical service delivery." Canadian Journal of Ophthalmology 45, no. 2 (2010): 111–12. http://dx.doi.org/10.3129/i10-004.

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Daniel, Elizabeth, and John Ward. "Integrated service delivery." Business Process Management Journal 12, no. 1 (January 2006): 113–23. http://dx.doi.org/10.1108/14637150610643805.

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Blattner, Susan Keith. "Service Delivery Issues." TEACHING Exceptional Children 20, no. 3 (March 1988): 62–63. http://dx.doi.org/10.1177/004005998802000318.

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Young, Stephen. "Local service delivery." Contemporary Record 4, no. 3 (February 1991): 15–17. http://dx.doi.org/10.1080/13619469108581131.

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Flight, Monica Hoyos. "Special delivery service." Nature Reviews Drug Discovery 12, no. 9 (August 19, 2013): 663. http://dx.doi.org/10.1038/nrd4107.

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Owen, Mal. "Measuring service delivery." Managing Service Quality: An International Journal 1, no. 1 (January 1991): 57–59. http://dx.doi.org/10.1108/eum0000000003124.

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Ziviani, Jenny, Yvonne Darlington, Rachel Feeney, Sylvia Rodger, and Pauline Watter. "Service Delivery Complexities." Infants & Young Children 26, no. 2 (2013): 147–63. http://dx.doi.org/10.1097/iyc.0b013e3182854224.

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Hilvert, Cheryl, and David Swindell. "Collaborative Service Delivery." State and Local Government Review 45, no. 4 (December 2013): 240–54. http://dx.doi.org/10.1177/0160323x13513908.

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Allais, Stephanie Matseleng. "Education service delivery." Progress in Development Studies 7, no. 1 (January 2007): 65–78. http://dx.doi.org/10.1177/146499340600700106.

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Ehrenkranz, Peter, Anna Grimsrud, and Miriam Rabkin. "Differentiated service delivery." Current Opinion in HIV and AIDS 14, no. 1 (January 2019): 60–65. http://dx.doi.org/10.1097/coh.0000000000000509.

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While, Alison. "Improving service delivery." British Journal of Community Nursing 24, no. 3 (March 2, 2019): 146. http://dx.doi.org/10.12968/bjcn.2019.24.3.146.

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Dholakia, Utpal M., Vera Blazevic, Caroline Wiertz, and René Algesheimer. "Communal Service Delivery." Journal of Service Research 12, no. 2 (June 10, 2009): 208–26. http://dx.doi.org/10.1177/1094670509338618.

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Chen, Ja-Shen, Hung Tai Tsou, and Astrid Ya-Hui Huang. "Service Delivery Innovation." Journal of Service Research 12, no. 1 (June 8, 2009): 36–55. http://dx.doi.org/10.1177/1094670509338619.

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Porter, Richard J. "Evaluating service delivery." Australian & New Zealand Journal of Psychiatry 49, no. 2 (January 20, 2015): 97–98. http://dx.doi.org/10.1177/0004867414567807.

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Carroll, Deborah A., and Thad D. Calabrese. "Alternative Service Delivery." American Review of Public Administration 43, no. 2 (April 12, 2012): 200–220. http://dx.doi.org/10.1177/0275074012439745.

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Topping, Keith. "Effective Service Delivery." School Psychology International 7, no. 4 (October 1986): 231–36. http://dx.doi.org/10.1177/0143034386074007.

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Annett, Mary M. "Service Delivery Success." ASHA Leader 9, no. 4 (March 2004): 1–13. http://dx.doi.org/10.1044/leader.scm.09042004.1.

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Smith-MacDonald, Lorraine, Chelsea Jones, Phillip Sevigny, Allison White, Alexa Laidlaw, Melissa Voth, Cynthia Mikolas, Alexandra Heber, Andrew J. Greenshaw, and Suzette Brémault-Phillips. "The Experience of Key Stakeholders During the Implementation and Use of Trauma Therapy via Digital Health for Military, Veteran, and Public Safety Personnel: Qualitative Thematic Analysis." JMIR Formative Research 5, no. 8 (August 12, 2021): e26369. http://dx.doi.org/10.2196/26369.

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Background Exposure to occupational stressors and potentially psychologically traumatic events experienced by public safety personnel (eg, paramedics, police, fire, and correctional officers), military members, and veterans can lead to the development of posttraumatic stress injuries and other mental health disorders. Providing emergency services during COVID-19 has intensified the challenges. Owing to COVID-19 restrictions, mental health service providers offering support to these populations have had to rapidly pivot to use digital versus in-person methods of service delivery. Objective This paper aims to explore the experience of mental health service providers regarding digital health service delivery, including the current state of digital mental health service delivery, barriers to and facilitators of the use of digital health for mental health service delivery experienced during the pandemic, and recommendations for implementing and integrating digital health into regular mental health service delivery. Methods This embedded mixed-methods study included questionnaires and focus groups with key stakeholders (N=31) with knowledge and experience in providing mental health services. Data analysis included descriptive, quantitative, and qualitative thematic analyses. Results The following three themes emerged: being forced into change, daring to deliver mental health services using digital health, and future possibilities offered by digital health. In each theme, participants’ responses reflected their perceptions of service providers, organizations, and clients. The findings offer considerations regarding for whom and at what point in treatment digital health delivery is appropriate; recommendations for training, support, resources, and guidelines for digitally delivering trauma therapy; and a better understanding of factors influencing mental health service providers’ perceptions and acceptance of digital health for mental health service delivery. Conclusions The results indicate the implementation of digital health for mental health service delivery to military members, public safety personnel, and veterans. As the COVID-19 pandemic continues, remote service delivery methods for trauma therapy are urgently needed to support the well-being of those who have served and continue to serve.

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McBeath, Bowen, Sarah Carnochan, Marla Stuart, and Michael J. Austin. "The managerial and relational dimensions of public-nonprofit human service contracting." Journal of Strategic Contracting and Negotiation 3, no. 2 (June 2017): 51–77. http://dx.doi.org/10.1177/2055563617723225.

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Public-nonprofit contracting for human services is complicated by the difficulty of fully specifying contracts in the face of complex human service delivery issues. To understand how public and nonprofit agencies resolve these complications while serving client populations effectively and meeting public accountability requirements, this article examines the following research question: given the complexity of human service delivery, how do public and nonprofit managers address the challenges of contract management? The study analyzes qualitative data from interviews and focus groups with managers from three San Francisco Bay Area county human service agencies and three nonprofit agencies contracting with these public agencies to deliver human services. Findings uncover the deeply relational and collaborative nature of human service contracting amidst technical challenges that reflect the underlying complexity of human service delivery. The results also show how public and nonprofit managers address these dynamics to inform the task of organizing and delivering human services.

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Abdul Manaf, Halimah, Rozita Abdul Mutalib, Ahmad Martadha Mohamed, Zaheruddin Othman, Solahuddin Ismail, and Nur Syakiran Akmal Ismail. "Achieving Quality Service Delivery: A Selected study in Perak Local Government." Journal of Social Sciences Research, SPI6 (December 25, 2018): 965–72. http://dx.doi.org/10.32861/jssr.spi6.965.972.

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The quality of government service delivery has been questioned lately. Issues regarding bureaucratic red tape, inefficiency, delay, unresponsive, lack of empathy, and arrogance are some of the complaints received by the Public Complaint Bureau. Based upon this background, this paper attempts to examine the quality of service delivery in some selected local governments in Perak. The study utilizes a quantitative approach in which questionnaire surveys were distributed to local government staff and clients. A total of 500 customers and 150 staff participated in the survey. Using descriptive analysis, the findings demonstrate that the overall quality service delivery is satisfactory. Both citizens and staff feel that the local government involved in the study are able to deliver their services based on the needs of the clients. However, respondents also raise some serious concerns regarding certain issues such as lack of facilities (park and cleanliness ofpublic toilet), improper maintenance (drainage are clogged, recreational facilities are not maintained), and the availability of facilities and program for disable (OKU) group. The study postulates that the different level of satisfaction among the five selected local governments is due to the demographic characteristics of the government. To be specific, the more urban the government, the more it can generate the revenues, thus giving it more flexibility to provide quality service delivery to the customers. On the other hand, with adequate staff training and greater citizen empowerment, local government can always strive to ensure that services delivered are always effective and efficient.

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Khalil, Samihah, and Salihu Abdulwaheed Adelabu. "Model for Efficient Service Delivery in Public Service." Journal of Public Administration and Governance 2, no. 3 (July 28, 2012): 85. http://dx.doi.org/10.5296/jpag.v2i3.2157.

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This paper aims to design a modified model for efficient and effective service delivery by governments’ ministries, departments and agencies (MDAs). There are several existing models on service delivery, but it is noted that those models emphasized more on the estimates voted for social/welfare services and the outcomes of services provided by MDAs. Other variables such as managerial accountability and leadership quality are less emphasized. This paper therefore designs a modified model that integrates funding/management of resources, managerial accountability and leadership quality cum structure in order to ensure adequate, efficient and effective service delivery by MDAs of various governments. There seems to be a strong relationship between these variables in respect of service delivery. Lastly, the paper is conceptual in nature, which gives room for critique by practioners, researchers, scholars and public administrators in lieu of service delivery.

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Lim, Gi Hyun, Suh Il Hong, and Hyowon Suh. "Semantic Robot Knowledge Framework for Delivery Service Tasks." Abstracts of the international conference on advanced mechatronics : toward evolutionary fusion of IT and mechatronics : ICAM 2010.5 (2010): 591–96. http://dx.doi.org/10.1299/jsmeicam.2010.5.591.

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Pattnaik, Sudhanshu. "Measuring Service Quality of Food Delivery Apps -SITEQUAL." Journal of Advanced Research in Dynamical and Control Systems 11, no. 10-SPECIAL ISSUE (October 25, 2019): 419–23. http://dx.doi.org/10.5373/jardcs/v11sp10/20192824.

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Adhikari, Hari Prasad. "Status of Local Service Delivery by the Local Government in Nepal." Nepalese Journal of Management Research 1 (January 31, 2021): 48–54. http://dx.doi.org/10.3126/njmgtres.v1i0.37322.

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The main focus of this study is to assess the status of local service delivery by the local government in Nepal. It has used descriptive and analytical research design. It focuses on the service delivered by local government. Service delivery of rural roads/bridges; livestock services; basic health services; primary education; small irrigation; and agriculture extension were found to be good, whereas the level of implementation of the sectoral functions of local government in community water supply and sanitation was found to be weak as per the collected data. The findings from this study can provide information about the status of services delivered by the local government in Nepal. It can be helpful to provide some special guidelines to the policy makers for improving local governance.

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Abdullah, Noor Azlin, and Safawi Abdul Rahman. "Application of Information Success Model in Perpustakaan Tun Abdul Razak (PTAR) UiTM." Journal of Academic Library Management (AcLiM) 1, no. 1 (July 6, 2021): 24–30. http://dx.doi.org/10.24191/aclim.v1i1.3.

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Information and Communications Technology (ICT) and Internet have changed the way organizations deliver services. Using ICT and Internet technology, organizations can deliver digital services to consumers quickly and effectively. In the context of libraries and digital libraries, service delivery has been greatly improved along with the extensive use of ICT and Internet in the library. This paper discusses the delivery of digital library services at UiTM’s Tun Abdul Razak Library (PTAR) with reference to the Information System Success Model introduced by Delone & Mclane. PTAR digital library initiatives such as MyKnowledge Portal, CHAT WITH LIBRARIAN, E-Class Information Skills (eKKM) are discussed by mapping them with service quality (SQ), Information Quality and System Quality elements in the IS Success Model. As a result, from the context of the use of the system as a service delivery platform, the implementation of PTAR digital initiative is found to be aligned with IS Success Model

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Tagg, B. S. "The IBM Services Connection: Service delivery through self-service portal technologies." IBM Journal of Research and Development 53, no. 6 (November 2009): 3:1–3:11. http://dx.doi.org/10.1147/jrd.2009.5429031.

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Köcher, Sören, and Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings." Journal of Services Marketing 33, no. 2 (April 8, 2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.

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PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.FindingsStudy results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.Research limitations/implicationsBy emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.Practical implicationsBy highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.Originality/valueDespite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.

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Mwesigwa, David. "Accountability: a necessity to pro-poor service delivery in Municipal Councils in Uganda." Journal of Governance and Accountability Studies 1, no. 1 (December 23, 2020): 43–54. http://dx.doi.org/10.35912/jgas.v1i1.337.

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Purpose: There is mounting fear that the present-day Local Government managers do not appropriately respond to pro-poor service delivery. Yet, the number of people lacking access to quality services is swelling. This fault has placed a growing burden on Local Governments to enhance local councilors' political accountability by ensuring that the basic services are made delivered to citizens with accountability. Given the different challenges and observed shortage of political accountability in Uganda, this study examined the contribution of political accountability towards achieving pro-poor service delivery in a Ugandan Municipality. Research methodology: Using five Focus group discussions, perspectives on accountability are debated as a foundation for improving service delivery. Limitation: The study covers only Uganda and may not easily be generalised to other countries. Results: Results indicate that political accountability is key to implementing a municipal development plan. Contribution: The study contributes to knowledge so that hands-on accountability holds potential and requires more consideration as a means to assimilate learning-based methods and role-players network to back up the delivery of pro-poor services. It is proposed that local councilors become more responsive to meet the growing need for pro-poor service delivery in a Municipal council. Keywords: Accountability, Pro-poor service delivery, Horizontal, Vertical, Diagonal

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Gros, Daniel F., Cynthia Luethcke Lancaster, Cristina M. López, and Ron Acierno. "Treatment satisfaction of home-based telehealth versus in-person delivery of prolonged exposure for combat-related PTSD in veterans." Journal of Telemedicine and Telecare 24, no. 1 (September 26, 2016): 51–55. http://dx.doi.org/10.1177/1357633x16671096.

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Introduction Although there is growing support that evidence-based psychotherapies (EBPs) delivered in-person and through telehealth are equivalent in terms of symptom reduction for posttraumatic stress disorder (PTSD), there has been far less investigation comparing these treatment modalities in terms of patient satisfaction. The present study investigated participant satisfaction and perception of the quality of service delivery within a clinical trial comparing the delivery of an EBP, Prolonged Exposure (PE) for PTSD, through home-based telehealth and in-person services. Methods Veterans ( N = 67) with PTSD were randomized to receive PE via video telehealth technology ( n = 27) or via in-person delivery ( n = 40). Participants completed service demographic questions, PTSD symptom assessments, and satisfaction and service delivery perception questionnaires. Results Analyses of covariance were used to investigate the influence of treatment modality on patient satisfaction and perceived quality of service delivery, while controlling for demographics and PTSD symptoms. No differences were observed on the majority of measures, with the exception of participants in the telehealth condition endorsing willingness to drive further for telehealth services as compared with participants in the in-person condition. Discussion Findings illustrate participant satisfaction and acceptance of EBPs delivered via telehealth at a level consistent with that of in-person services. Preliminary findings suggest that the experience of receiving telehealth services may be associated with increased willingness to participate in telehealth services again. Together, these findings of patient satisfaction and acceptance of telehealth services support the ongoing delivery of EBPs via telehealth as well as their future expansion.

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