Teses / dissertações sobre o tema "Service delivery"

The aim of this thesis is to provide optimization algorithms for accessing video services either in unmanaged or managed ways. We study recent statistics about unmanaged video services like YouTube and propose suitable optimization techniques that could enhance files accessing and reduce their access costs. Moreover, this cost analysis plays an important role in decision making about video files caching and hosting periods on the servers. Under managed video services called IPTV, we conducted experiments for an open-IPTV collaborative architecture between different operators. This model is analyzed in terms of CAPEX and OPEX costs inside the domestic sphere. Moreover, we introduced a dynamic way for optimizing the Minimum Spanning Tree (MST) for multicast IPTV service. In nomadic access, the static trees could be unable to provide the service in an efficient manner as the utilization of bandwidth increases towards the streaming points (roots of topologies). Finally, we study reliable security measures in video streaming based on hash chain methodology and propose a new algorithm. Then, we conduct comparisons between different ways used in achieving reliability of hash chains based on generic classifications

Thesis (S.M.M.O.T.)--Massachusetts Institute of Technology, Sloan School of Management, Management of Technology Program, 2000.<br>Includes bibliographical references (leaf 69).<br>Products and services are two ways firms delivery value to customers. In some situations firms augment physical products with services related to that product. In other situations the service offered to customers is the primary offering and it is enabled by a product. This paper investigates enterprise resource planning (ERP) software tracking its evolution from predominantly a product with associated services to an offering as a service enabled by the software product. Frameworks have been developed to analyze service offerings. Two such frameworks capture causal relationships to customer value and customer satisfaction. This paper analyzes these frameworks and applies one of them to SAP R/3 ERP software as the offering evolved towards a more pure service offering (product-based). The paper then analyzes the sufficiency and appropriateness of one framework, the service profit chain, to the current offering of the SAP R/3 ERP application service provider (ASP) product, MySAP.com. Several additions are suggested to enhance the service profit chain model.<br>by Atsuhito Momma.<br>S.M.M.O.T.

Thesis (MPA)--Stellenbosch University, 2000.<br>ENGLISH ABSTRACT: The hypothesis explored in this thesis is that the application of marketing in the public sector will improve public service delivery. Three different areas of academic enquiry are examined in an effort to prove a beneficial relationship between marketing and public service delivery. These three areas are Public Management, Marketing, and Services Management. Certain challenges for improving service delivery are identified in each of these disciplines, and the current status of public sector marketing is described. The study is applied to the Cape Metropolitan Area, and specifically the Cape Metropolitan Council. This does however not rule out the application of the findings of the study to other areas. Additional to the normal literature study, research for the thesis involves personal interviews with public managers, and on-line questionnaires on the Internet and the Intranet of the Cape Metropolitan Council. Combining the results of the literature study and the physical research with the argument constructed in the thesis, it is found that many of the challenges identified in the three disciplines address each other, and that marketing can definitely prove useful as a tool with which to improve public service delivery. A model for marketing-oriented public service delivery is proposed.<br>AFRIKAANSE OPSOMMING: Die hipotese wat in hierdie tesis aangespreek word is dat die toepassing van bemarking in die openbare sektor sal meebring dat openbare dienslewering sal verbeter. Drie studievelde word verken om te bepaal of enige afleidings gemaak kan word oor die positiewe invloed van bemarking op dienslewering. Die drie studievelde is Openbare Bestuur, Bemarking, en Dienstebestuur. Sekere uitdagings om dienslewering te verbeter word in elke veld geïdentifiseer, en die huidige status van openbare bemarking word verduidelik. Die studie word toegepas op die Kaapse Metropolitaanse Gebied, met spesifieke verwysing na die Kaapse Metropolitaanse Raad. Die toepassing van die bevindings van die studie op ander gebiede word egter nie hierdeur uitgesluit nie. Bykomend tot die literatuurstudie word persoonlike onderhoude met openbare sektor bestuurders en vraelyste op die Internet en die Intranet van die Kaapse Metropolitaanse Raad as deel van die navorsingspoging gebruik. Deur die resultate van die navorsing en die literatuurstudie te vergelyk met die argument in die tesis, word dit bevind dat die uitdagings uit die verskillende velde mekaar aanvul. Dit word bevind dat bemarking aansienlik sal kan bydra tot die verbetering van dienslewering in die openbare sektor. 'n Model vir bemarkings-georiënteerde openbare dienslewering word voorgestel.

L'objectif de cette thèse est de fournir des algorithmes d'optimisation pour l'accès aux services vidéo qu’ils soient non-gérés (Internet TV) ou gérés (IPTV). Nous étudions des statistiques récentes concernant les services vidéo non-gérés comme YouTube et nous proposons des techniques d'optimisation appropriées qui pourraient améliorer l'accès aux fichiers vidéos et réduire le coût de cet accès. En outre, l’analyse des coûts joue un rôle important dans les décisions qui concernent la mise en cache des fichiers vidéos et celles liées au choix des périodes temporelles d'hébergement de ces fichiers sur les serveurs. En ce qui concerne les services vidéo gérés appelés IPTV, nous avons mené des expériences sur une architecture ouverte IPTV-collaboration entre différents opérateurs. Ce modèle est analysé selon un critère de coût d’investissement et d'exploitation à l'intérieur de la sphère domestique. En outre, nous avons introduit une solution d’optimisation dynamique de l'arbre « minimum spanning tree » (MST) pour le service IPTV multicast. Lors d’un accès nomade, les arbres statiques pourraient être incapables de fournir le service de manière efficace vu que l'utilisation de la bande passante augmente aux côté des points de streaming (racines de la topologie). Finalement, nous étudions des mesures de sécurité fiables en streaming vidéo basées sur la méthodologie de la chaîne de hachage et nous proposons un nouvel algorithme hybride. Nous effectuons des comparaisons entre les différentes manières utilisées dans la réalisation de la fiabilité des chaînes de hachage basées sur les classifications génériques<br>The aim of this thesis is to provide optimization algorithms for accessing video services either in unmanaged or managed ways. We study recent statistics about unmanaged video services like YouTube and propose suitable optimization techniques that could enhance files accessing and reduce their access costs. Moreover, this cost analysis plays an important role in decision making about video files caching and hosting periods on the servers. Under managed video services called IPTV, we conducted experiments for an open-IPTV collaborative architecture between different operators. This model is analyzed in terms of CAPEX and OPEX costs inside the domestic sphere. Moreover, we introduced a dynamic way for optimizing the Minimum Spanning Tree (MST) for multicast IPTV service. In nomadic access, the static trees could be unable to provide the service in an efficient manner as the utilization of bandwidth increases towards the streaming points (roots of topologies). Finally, we study reliable security measures in video streaming based on hash chain methodology and propose a new algorithm. Then, we conduct comparisons between different ways used in achieving reliability of hash chains based on generic classifications

L'objectif de cette thèse est de fournir des algorithmes d'optimisation pour l'accès aux services vidéo qu’ils soient non-gérés (Internet TV) ou gérés (IPTV). Nous étudions des statistiques récentes concernant les services vidéo non-gérés comme YouTube et nous proposons des techniques d'optimisation appropriées qui pourraient améliorer l'accès aux fichiers vidéos et réduire le coût de cet accès. En outre, l’analyse des coûts joue un rôle important dans les décisions qui concernent la mise en cache des fichiers vidéos et celles liées au choix des périodes temporelles d'hébergement de ces fichiers sur les serveurs. En ce qui concerne les services vidéo gérés appelés IPTV, nous avons mené des expériences sur une architecture ouverte IPTV-collaboration entre différents opérateurs. Ce modèle est analysé selon un critère de coût d’investissement et d'exploitation à l'intérieur de la sphère domestique. En outre, nous avons introduit une solution d’optimisation dynamique de l'arbre « minimum spanning tree » (MST) pour le service IPTV multicast. Lors d’un accès nomade, les arbres statiques pourraient être incapables de fournir le service de manière efficace vu que l'utilisation de la bande passante augmente aux côté des points de streaming (racines de la topologie). Finalement, nous étudions des mesures de sécurité fiables en streaming vidéo basées sur la méthodologie de la chaîne de hachage et nous proposons un nouvel algorithme hybride. Nous effectuons des comparaisons entre les différentes manières utilisées dans la réalisation de la fiabilité des chaînes de hachage basées sur les classifications génériques<br>The aim of this thesis is to provide optimization algorithms for accessing video services either in unmanaged or managed ways. We study recent statistics about unmanaged video services like YouTube and propose suitable optimization techniques that could enhance files accessing and reduce their access costs. Moreover, this cost analysis plays an important role in decision making about video files caching and hosting periods on the servers. Under managed video services called IPTV, we conducted experiments for an open-IPTV collaborative architecture between different operators. This model is analyzed in terms of CAPEX and OPEX costs inside the domestic sphere. Moreover, we introduced a dynamic way for optimizing the Minimum Spanning Tree (MST) for multicast IPTV service. In nomadic access, the static trees could be unable to provide the service in an efficient manner as the utilization of bandwidth increases towards the streaming points (roots of topologies). Finally, we study reliable security measures in video streaming based on hash chain methodology and propose a new algorithm. Then, we conduct comparisons between different ways used in achieving reliability of hash chains based on generic classifications

background: Rural communities face numerous health disparities related to health behaviors, health outcomes, and access to medical care. LHDs serving rural communities have fewer resources to meet their community needs. The number and types of community organizations (hospitals, health clinics, not-for-profits), available to partner with may be limited geographically. These factors may affect availability of clinical services in rural communities. This study will assess LHD clinical service delivery levels based on rurality. data sets and sources: Data were obtained from the NACCHO 2013 National Profile of Local Health Departments Study. LHDs were coded as “urban”, “micropolitan”, or “rural” based on Rural/Urban Commuting Area (RUCA) Both “micropolitan” and “rural” categories are considered rural by the Federal Office of Rural Health Policy. analysis: Bivariate analysis for 25 clinical services offered by rurality . For each service, we compared the proportions of LHDs that: 1) directly performed, 2) contracted with organizations, and 3) reported that the service was provided independently by organizations in the community. principal findings: Analyses show significant differences in patterns of clinical services offered, contracted or provided by third parties based on rurality. LHDs in micropolitan areas provided more services directly than urban and rural LHDs (p≤0.001). Urban LHDs were more likely to contract with other organizations (p≤0.001). conclusions: Rural LHDs are less likely to offer, contract, or have services provided by another organization in the community, whereas larger rural (i.e., micropolitan) jurisdictions are more likely to directly provide these services. implications for public health practice and policy: Lower levels of clinical service delivery by rural LHDs may contribute to the access issues facing rural communities. Health care reform brings threats and opportunities for LHD clinical service delivery. Further analyses to assess impacts on rural LHDs and identify strategies to ensure access to clinical services is encouraged.

Thesis (Ph.D.)--University of Western Sydney, 2008.<br>A thesis presented to the University of Western Sydney, College of Arts, Social Justice and Social Change Research Centre, in fulfilment of the requirements for the degree of Doctor of Philosophy. Includes bibliographies.

SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

This study analyzes effective service delivery in organizations serving the mentally retarded. Qualitative organizational analyses of three community care facilities were compared to assess effectiveness. Data were gathered by systematic observations, field notes, documents, and employee interviews. Program analysis, the funding system of service delivery, and staff attitudes best indicated effective service. I concluded that effectiveness would improve by focusing on individual consumer needs and further defining service delivery.

We propose a novel service framework to effectively provision drone-based delivery services, called Drone-as-a-Service (DaaS), in a skyway network. This service framework provides a high-level service-oriented architecture and an abstraction to model the drone service from both functional and non-functional perspectives. We focus on spatio-temporal aspects as key parameters to query the drone services under a range of requirements, including drone capabilities, flight duration, and payloads. We propose to reformulate the problem of drone delivery service composition as a problem of finding an optimal set of drone delivery services from a designated take-off station (e.g., a warehouse rooftop) to a landing station (e.g., a recipient’s landing pad) by selecting and composing drone services that provide the best quality of delivery service in terms of payload, time, and cost under a range of intrinsic and extrinsic environmental (i.e., context-aware) factors, such as battery life and uncertain wind conditions, respectively. In this regard, we propose a constraint-aware composition approach that incorporates the intrinsic and extrinsic constraints on drone delivery services. Moreover, failures may occur due to extrinsic factors (e.g., weather conditions) and fluctuating QoS parameters. Therefore, we propose a novel resilient composition that considers the runtime failures of drone services and recomposes the services, taking into consideration the failure’s effect. Congestion is a natural phenomenon in a resource-constrained dynamic network. Congestion at recharging stations may impact the amount of time taken to deliver a package. We propose a game-theoretic model to mitigate this problem. Uncertainty is another aspect that presents fundamental challenges in terms of qualitative factors, such as the availability of recharging pads at stations. To counter this, we propose a robust composition approach using dynamic features, such as uncertainty surrounding the availability of recharging stations. Furthermore, we optimise the delivery of packages in skyway networks using heuristic-based top-k and context-aware composition approaches. In addition to the single package delivery, recent developments in drone technology show that drones are capable of carrying multiple packages. In this case, we propose a novel service-oriented architecture for drone-based multi-package delivery in a skyway network. We design graph-based heuristics to reduce the search space for optimal selection and composition of multi-package drone delivery services. Finally, we propose a just-in-time service composition model for delivering multiple packages using a single drone in one trip under a dynamic environment. This research builds an efficient drone service selection and composition infrastructure and sets the scene for a new air delivery market using drones in a skyway network.

The study developed a model for projecting potential economies from manpower substitution among the four core mental health professions and applied the model to a proposed substitution situation which would substitute psychologists for psychiatrists in the delivery of a proportion of present private practice (fee-for-service) psychiatry services in British Columbia. The model identifies three controlling variables: treatment substitutability (TS), practice privilege constraints (PPC), and relative payment rates (RR). In the model, TS and PPC are conceptualized as determining the estimated substitutable share of costs (SSC%); RR, in combination with the values derived for SSC%, is then used to estimate potential cost savings (CS%). Two conditions were defined for each of the three controlling variables in order to provide a range of possible values for SSC% and CS%. For reasons of data availability, data were obtained from the Manitoba Health Services Commission for private practice psychiatry services for FY 1984 and estimates of SSC% calculated. These estimates were then applied to B.C. Medical Services Commission data for FY 1984, and projected values of CS% calculated. Calculations were made both for all services and for the subset of psychotherapy services, which accounted for 80 percent of the larger set of services. The results of the study indicated considerable possibilities for manpower substitution, ranging from 35 to 70 percent for all services and 40 to 75 percent for psychotherapy services. However, the study also found that while salaried psychologists offered the possibility of substantial cost savings, a fee-for-service arrangement suggested virtually no potential savings. Projected values of CS% for the salaried alternative were 20 to 40 percent for all services and 15 to 30 percent for psychotherapy services but in the fee-for-service alternative, only 4 to 8 percent for all services and 4 to 7 percent for psychotherapy services. Licensure and market rigidities which might pose barriers to implementation were evaluated and a review of professional training standards (TS), licensure standards (PPC), and funding alternatives (RR) indicated that the projected economies could be achieved with no necessity for modifications in existing arrangements. PPC appear to present almost no barriers to economies from the proposed manpower substitution and those barriers which are presented by TS and RR limitations still allow considerable potential for economies. Thus, the greatest opportunities for intervention in achieving and enhancing the projected, economies appear to be in the exploration of relative payment rates and relative effectiveness of treatment methods (e.g., psychotherapy vs. pharmacotherapy). The study concludes with a discussion of factors lying outside the boundaries of the model but which impinge, nonetheless, upon the feasibility of the proposed substitution and fall, necessarily, to policy makers to address. The existing network of B.C. community mental health centres was suggested as a possible mechanism for the delivery of the substitutable share of private practice psychiatry services.<br>Medicine, Faculty of<br>Population and Public Health (SPPH), School of<br>Graduate

Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2000.<br>Includes bibliographical references.<br>This is a study of the local package delivery industry. This thesis shall consider only businesses that are engaged in delivery of goods and services that have been purchased online. Such companies may or may not be engaged in other business activities aside from delivery. Local refers to deliveries that are made between origin (pickup from warehouses or stores) and destination (drop-oft) points that are within the same metropolitan area. The overall objectives of this thesis are to show: ) -- There are significant pressures in this industry forcing a vertical disintegration, the process by which companies transform themselves from being an end-to-end retailer to serving only specific part(s) of the value chain. The early entrants in the market began as online grocery and replenishment retailers. Today, the focus is shifting towards becoming a delivery infrastructure for businesses and consumers. ) -- There will be significant business opportunities in serving the local delivery businesses resulting from the forced disintegration of the industry. One class of opportunities is to address the basic needs of local delivery companies such as providing the technology components for running fleet operations. Another class is the result of the fragmentation of the industry and the inclination of businesses to simplify choices for customers. New businesses will be formed through creative set of partnerships that counteract the impact of disintegration. ) -- For individual companies to succeed and grab investor attention, they will have to revolutionize rather than simply evolve their part of the value chain. Only innovative approaches to solving needs can have sustainable competitive advantage. We begin by discussing the value chain for the local delivery businesses and the structure of this industry. Then, we shall proceed to analyzing various business drivers that are pushing the industry towards a vertical disintegration and a focus on service. Afterwards, we will talk about what vertical disintegration means to existing companies and future entrants and the outlook for the industry. We will end this thesis by discussing various forms of business opportunities that exist for companies that want to serve local delivery industry.<br>by Reza Morakabati.<br>M.B.A.

Thesis (Ph. D.)--Massachusetts Institute of Technology, Sloan School of Management, 2002.<br>Includes bibliographical references (p. 111-118).<br>This dissertation analyzes the strategic implications of customization policies available to companies that must simultaneously provide service and learn about their customers through automated interfaces. The first part of the dissertation lays out the theoretical framework within which the analysis is carried. The second part addresses whether companies should use Internet-based customization tools to design service encounters that maximize customers' utility in the present or explore customers' tastes to provide more value in the future. Good customization policies must quantify the value of knowledge so as to adequately balance the expected revenue of present and future interactions. Such policies can be obtained by analyzing the customization decision problem within the framework of dynamic programming. Interpretation of the service design policies enhances the current understanding of the mechanisms connecting service customization, value creation, and customer lifetime value. This leads to insights into the nature of the relationship between learning, loyalty, and long-term profitability in service industries. The final part of the dissertation considers situations where companies have the ability to acquire information by other means in addition to observing interactions with customers. In information-intensive industries, investments in customer retention often take the form of paying customers to answer questionnaires, or somehow acquiring information about the customers' preferences. The value of customers is convex as a function of knowledge.<br>(cont.) This means that the more firms know about a customer, the more eager they should be to learn even more. However, the cost of obtaining information about customers increases as knowledge increases. Understanding the interactions between these two functions is fundamental to designing information acquisition policies. In the real world, investment in customer retention must often be balanced with investment in customer acquisition. Therefore, investment in learning about a current customer must depend not only on the current level of knowledge about that customer but also on properties of the population to which potential customers belong. The analysis concludes with the characterization of information acquisition policies for a number of different managerial settings.<br>by Paulo Rocha e Oliveira.<br>Ph.D.

Magister Administrationis - MAdmin<br>The research investigates the reason why service delivery is slow and not enough or just not available in many areas. It highlights the problems that hamper progress toward achieving service delivery. Some of the problems discussed are: (a) The non-availability of enabling legislation to enable the state department to carry out their projects and plans, including the difficulty of implementing policy. While the government is quick to announce that it is going to achieve certain goals, it does not follow through to achieve these goals. (b) Some of the government ministers are unwilling to bring about a speedy recovery because- (1) they are busy building their own images and wealth; and (2) most of all are party loyalists whose hands are tied by the socialist ideology. While the ministers preach about how successful they are in providing basic services to the people, the very same people we are told are served, are complaining that the government is not doing enough to address the problems that affect the poor. In more cases than one, the situation of the people has remained the same as if they were living during the old apartheid days.

The Mobidoo Mobile Service Delivery Platform (MSDP) provides opportunity to the service providers to add online services by creating classifieds and advertising them to end users. These services can either be provided free of cost or with cost. Users can facilitate from these services by showing their interest and can get that particular service from service provider via ADMIN authentication or can also just surf through the services available on mobile web application. Main users of the application are ADMIN, SERVICE PROVIDERS AND PUBLIC USER. Graphical User Interface was developed by HTML5, CSS3 and PHP5. Moreover, the facility of geolocation filter is also added. This application is web based and specifically designed for Mobile phones but it also runs on Desktop PCs. In short, this is an application that has made online shopping easier.

Internet of things (IoT) which was once a vision is now reality in many sectors. Platform in the IoT ecosystem plays an important role in service provisioning journey by creating business value for the actors and enabling data management for the user. Service provisioning on IoT platform are application centric and is more focused on vertical development. Amalgamation of services, applications in IoT platform is the key in bringing data and society together. Interoperability and scalability is posing as hindrance for this hypothesis. On high level, identifying the cost drivers in these IoT platforms can be key for an actor to bring this hypothesis to reality. This work is one such attempt in providing cost breakdown and identifying cost drivers in IoT platform. A generic framework is proposed which dimensions the platform hardware and software to apprehend the design, development and operation cost of services considered. The framework is designed to proffer three deployment cloud strategies, On-premises, Infrastructure as a Service (IaaS) and Platform as a Service (PaaS). Three business use cases are tested on this framework to arrive at the cost structure, which in turn states the cost drivers. The results suggest storage, hardware replacement and software development are major chunk of cost in the structure driven by devices/sensors in the platform and message transmission rate from those devices. Additionally, a suggestion of deployment strategies are made on each use cases to avail cost efficient services.<br>Internet of Things (IoT) som en gång var en vision är nu verklighet i många sektorer. Plattformen i IoT-ekosystemet spelar en viktig roll i researrangemanget genom att skapa affärsvärde för aktörerna och möjliggöra datahantering för användaren. Tjänsteleverantörer på IoT-plattformen är applikationscentriska och är mer fokuserade på vertikal utveckling. Sammanslagning av tjänster, applikationer i IoT-plattformen är nyckeln till att föra data och samhället samman. Interoperabilitet och skalbarhet utgör hinder för denna hypotes. På hög nivå kan identifiering av kostnadsdrivarna i dessa IoT-plattformar vara nyckeln för en aktör för att få denna hypotes till verklighet. Detta arbete är ett sådant försök att tillhandahålla kostnadsfördelning och identifiera kostnadsdrivare i IoT-plattformen. Ett generiskt ramverk föreslås som dimensionerar plattformshårdvaran och programvaran för att fånga konstruktions-, utvecklingsoch driftkostnaderna för betraktade tjänster. Ramverket är utformat för att erbjuda tre implementeringsmolnstrategier, lokala, infrastruktur som en tjänst (IaaS) och plattform som en tjänst (PaaS). Tre fall för affärsanvändning testas enligt denna ram för att komma fram till kostnadsstrukturen, vilket i sin tur anger kostnadsdrivarna. Resultaten tyder på att lagring, hårdvarutbyte och mjukvaruutveckling är en stor del av kostnaden i strukturen som drivs av enheter / sensorer i plattformen och överföringshastighet för meddelanden från dessa enheter. Dessutom görs ett förslag om distributionsstrategier för varje användningsfall för att utnyttja kostnadseffektiva tjänster.

Le but de cette thèse est d’étudier et d’évaluer le rôle de la virtualisation des réseau de diffusion de contenu. Nous proposons une implémentation d’une architecture CDN permettant à un opérateur de réseau de virtualiser son infrastructure CDN et de la louer à des fournisseurs de contenu. Afin d’avoir une allocation optimale des ressources, nous proposons une méthode qui combine les informations fournies lors de la demande par le fournisseur de contenu avec les données du réseau et de l’infrastructure de calcul. Nous avons modélisé ce problème d’allocation de ressources en problème d’optimisation, résolu par un algorithme. Les résultats obtenues donnent suite à la proposition d’algorithmes et d’heuristiques de placement pour l’allocation conjointe de vCPU-à-VM et le placement des VMs dans les Pms<br>The goal of this thesis is to study and evaluate the role a Virtual CDNs in improving the end-users QoE while saving on service providers’ costs and service availability. First, we present the design and implementation of an architecture for on-demand deployment of a vCDN infrastructure over a telco cloud. Second, we propose different algorithms for solving the Virtual Network Function (VNF) placement problem. We propose a polynomialtime heuristic algorithms to solve a relaxed version of the problem’s assumptions, we show experimentally that the derived solutions are close to the optimal. Finally, we study and evaluate solutions for the placement of VNF at the edge, by moving from the traditional central cloud to the edge one. We have also shown how our method can reduce delays and still provide a highly-available service

The thesis addresses the research question: How to describe, understand, and explain IT service delivery? Based on the research question, the following research questions were derived:  How to analyse IT service delivery based on ITIL in order to determine its current situation? How to formalize elements of IT service delivery in maturity level that can be used to assess its current status? These research questions are answered by two IT artefacts: an analysis method and a maturity model for IT service delivery. Both of them are constructed by design-science research guidelines. The analysis method is focused on understanding the IT service delivery in organizations; it is founded on the IT service delivery processes of Information Technology Infrastructure Library (ITIL) version 2. The method proposed has been applied through three case studies of Nicaraguan Internet Service Providers (ISPs). The maturity model is oriented to formalize and assess the maturity level of IT service delivery; it is supported by IT service delivery elements that are considered significant for managing IT service delivery by the Nicaraguan ISP sector, by IT service concepts, and by maturity model properties, and complemented by the IT Service Capability Maturity Model. The maturity model provides a mechanism for evaluating the maturity level of IT service delivery through a set of maturity statements and includes a graphical representation; it is also applied to the traceable information of the current status of IT service delivery of one of the Nicaraguan ISPs.<br>QC 20110209

Empirical research has established that the service sector is the engine of growth in global economies. Despite the contributions of the service sector to global economies, research in service innovation has been neglected. There are still empirical research gaps especially on the predictors of strategic service delivery innovation (SSDI). The problem statement addressed in this study was that no research used the resource advantage theory to investigate the nature of the relationship between SSI and SSDI with OS as a possible moderator variable. Using resource advantage theory as the foundation, the purpose of this correlational study was to determine whether organizational size moderates the relationship between SSI and SSDI. Survey data were collected from a random sample of IT managers in the United States (n = 250), and data were analyzed using SPSS to specifically test the three hypotheses of the study. The key findings indicated that SSI was positively related to SSDI F (3, 246) = 428.153, p < 0.001 OS was positively related to SSI (t = 10.4, p < 0.001), and OS moderated the relationship between SSI and SSDI F (1, 245) = 0.005, p = 0.006. Using the conceptual framework of the R-A theory was statistically significant to investigate the relationships between the three key variables. Positive social change should be achieved when IT managers realize that strategic service innovation is positively related to strategic service innovation delivery, and is moderated by organizational size, then this information should factor into IT managers' strategic planning to positively impact social change by minimizing cost of production in service delivery to consumers. The outcome of this study was two-fold: academic significance of delivery innovation (SSDI) and managerial significance.

Family-centered care (FCC) focuses on considering the family in planning/implementing care and is associated with increased patient satisfaction. Little is known about factors that influence FCC. Using linear mixed modeling and Generalized Estimating Equations to analyze data from a cross-sectional survey of primary care practices in Ontario, this study sought to determine whether models of primary care service delivery differ in their provision of FCC and to identify characteristics of primary care practices associated with FCC. Patient-reported scores of FCC were high, but did not differ significantly among primary care models. After accounting for patient characteristics, practice characteristics were not significantly associated with patient-reported FCC. Provider-reported scores of FCC were significantly higher in Community Health Centres than in Family Health Networks. Higher numbers of nurse practitioners and clinical services on site were associated with higher FCC scores but scores decreased as the number of family physicians at a site increased.

The primary aim of the research project was to develop conceptual models of rural ambulance service delivery based on different worldviews or philosophical positions, and then to compare and contrast these new and emerging models with existing organisational policy and practice. Four research aims were explored: community expectations of pre-hospital care, the existing organization of rural ambulance services, the measurement of ambulance service performance, and the comparative suitability of different pre-hospital models of service delivery. A unique feature was the use of soft systems methodology to develop the models of service delivery. It is one of the major non-traditional systems approaches to organisational research and lends itself to problem solving in the real world. The classic literature-hypothesis-experiment-results-conclusion model of research was not followed. Instead, policy and political analysis techniques were used as counter-points to the systems approach. The program of research employed a triangulation technique to adduce evidence from various sources in order to analyse ambulance services in rural Victoria. In particular, information from questionnaires, a focus group, interviews and performance data from the ambulance services themselves were used. These formed a rich dataset that provided new insight into rural ambulance services. Five service delivery models based on different worldviews were developed, each with its own characteristics, transformation processes and performance criteria. The models developed are titled: competitive; sufficing; community; expert; and practitioner. These conceptual models are presented as metaphors and in the form of holons and rich pictures, and then transformed into patient pathways for operational implementation. All five conceptual models meet the criteria for systemic desirability and were assessed for their political and cultural feasibility in a range of different rural communities. They provide a solid foundation for future discourse, debate and discussion about possible changes to the way pre-hospital services are delivered in rural Victoria.

Thesis (MPA)--University of Stellenbosch, 2004.<br>ENGLISH ABSTRACT: This research study explores the impact of organisational culture with specific reference to the South African Police Service (SAPS) culture on service delivery. The two interrelated concepts "organisational culture and service delivery are discussed broadly in terms of their challenges for the contemporary policing function which put emphasis on the provision of police service and accounatbility to the broader community. The premise of the study is based on literature research evidence that organisational culture is an important factor to influence employee behaviour towards organisational effectiveness and also determine how they respond to its external environment. At the same time a strong organisational culture can be rigid and become a hindrance to change. Service delivery is a critical challenge to the government's ongoing efforts to ensure that its delivery process is efficient and responsive, particularly to the needs of the previously disadvantaged communities. In recent years, this challenge reinforced the government to embark on broad transformation mechanisms in order to position public institutions in an environment where service delivery meets the public needs and expectations. Some of these mechanisms include the promulgation of legislation, regulations and a series of policy frameworks notably, The White Paper on Reconstruction and Development (ROP), 1994, The White Paper on the Transformation of the Public Service of 1995, Public Service Regulation of 1999 etc. However, the provision of efficient service delivery in public institutions is usually constrained by various factors such as lack of capacity and shortage of competency skills, financial and technological resources as opposed to the private sector which normally have these resources in abundance. Since lack of sufficient financial resources will always be a challenge for public service delivery enhancement, this study suggests that public institutions can incorporate some private sector strategies in order to be innovative and improve efficiency. Apart from a lack of the above mentioned resources as contributing factor to inefficient service delivery, available theory on organisational culture state that it is an all encompassing factor that influences employee behaviour in public institutions. Chapter 3 provides a theoretical framework on the concept of organisational culture, its formation, and its sources, how it is sustained in the organisation. Various models and examples of organisational culture as found in small and big organisations such as those associated with government agencies are analysed and distinguish in terms of why the size of the organisation can determine its prevailing culture. Small organisations with flat structures are considered to be flexible, autonomous, innovative and responsive to customer needs. On the other hand the traditional bureaucratic organisations such as government agencies like police organisations tend to be characterised by highly formal hierarchical structure with too many layers, operational rules and regulations which are intended to enforce control measures. However, type of structures are criticised for rigid systems, autocratic, and slow. Models for changing organisational culture in order to increase its effectiveness are suggested. After a theoretical discussion on both the concepts organisational culture and service delivery, the SAPS was used as a case study to establish the applicability and the extent to which organisational culture impact on service delivery. The first stage consist of analytical perspective of the SAPS historical military culture since its inception in 1913 and giving critical accounts of its operational phases that it had undergone until the new dispensation. Since the early 1990s until after April 1994 elections, marked a new era in the SAPS which embarked on broad transformation initiatives in order to change policing function from that of a narrow law and order maintenance to a fully integrated community policing which makes police officers to be accountable to the broader community by rendering police service and problem solving within a human rights culture. However, police culture has been widely criticised as a source of resistance to change and reform, and is often misunderstood. The prevailing police culture which was inherited from the previous paramilitary legacy such as the autocratic leadership style, traditional bureaucratic structure, corruption, secrecy, mistrust are some of the dominant indicators which are identifiable and commonalities among the different police agencies. These dominant features cause any resistance to any change initiative and are perceived with negative image. After contextualising the description of the SAPS, the study describes the methods and procedures used to conduct an empirical research project in the form of a pilot study conducted in two police stations in Cape Town. Data collection methods include the following: 1) literature review, 2) open-ended one-an-one interviews with the station commissioners from the selected stations, 3) distributing survey questionnaires which consist of close ended questionnaires to junior officers at police stations to determine their attitudes towards the organisations they work in, and 4) by means of observation. Theoretical evidence proves that police culture which is characterised by paramilitary, bureaucracy, rigid systems and procedures, inflexible structure still prevail in the SAPS and contributes significantly to lack of coordination, slow response and results inefficient service delivery. It is concluded that police stations are the primary centres where the public gets first hand experience when reporting their cases or need the help of police officers to solve problems in the community. In order to provide efficient police service, units which provide interrelated functions need to be fully integrated under one unit commander in order to improve coordination and prompt response. Policing crime is still the primary function of the police and police officers need to be fully equipped with competency skills and other capacity building programs that are consistent with the contemporary policing function.<br>AFRIKAANSE OPSOMMING: Hierdie navorsingstudie stelondersoek in na die impak van organisasiekultuur met spesifieke verwysing na die Suid-Afrikaanse Polisiediens (SAPD) se kultuur op dienslewering. Die twee verwante konsepte "organisasiekultuur"en "dienslewering"word breedvoerig bespreek teen die agtergrond van die agtergrond van die uitdagings wat dit stel vir die hedendaagse polisieringsfunsie wat dit beklemtoon dat die polisie 'n diens moet lewer en aanspeeklik moet wees teenoor die breer gemeenskap. Die studie se aanname is gebasseer op literatuurnavorsing wat toon dat organisasiekultuur 'n faktor is wat werknemersgedrag beinvloed ten opsigte van organisasie-effektiwiteit asook hoe werknemers reageer teenoor die eksterne omgewing. 'n Sterk organisasiekultuur word beskou as 'n bindende faktor tussen werkers en die organisasie en dit skep kosekwentheid en rigting. 'n Sterk organisisasiekultuur kan terselfdetyd rigied wees en 'n struikelblok word in die weg van voorgestelde verandering aangesien verandering beskou kan word as inmenging in die normale gang van die organisasie. Hierteenoor het 'n meer buigsame kultuur die voordeel van aanpasbaarheid ten opsigte van verandering. Dienslewering is 'n volgehoue uitdaging vir die regering se se volgehoue pogings om te verseker dat sy leweringsproses effektief is en die behoeftes van spesifiek die voorheen benadeelde groepe aanspreek. Hierdie uitdaging het die regering genoop om transformasie-meganismes daar te stel ten einde openbare instellings in staat te stelom leweringsagente te word wat die behoeftes en uitkomste-verwagtinge van almal aanspreek. Van die meganismes sluit in die promulgering van wetgewing en beleid soos die Heropbou-en Ontwikkelingsprogram (HOP) Witskrif, 1994, die Transformasie van Openbare Dienste Witskrif, 1995, die Openbare Diens Reguleringswet van 1999 ensomeer. Die lewering van effektiewe dienste word gewoonlik beperk deur deur veskeie faktore soos 'n gebrek aan kapasiteit en vaardighede, asook finasiele en tegnologiese hulpbronne wat normaalweg tot die beskiking van die private sektor is. Gegewe dat 'n tekort aan finansiele hulpbronne altyd 'n uitdaging vir effektiewe openbare sektor dienslewering sal wees, stel hierdie studie voor dat openbare instellings sekere privaatsektor strategiee kan inkorporeer ten einde innovasie en effektiwiteit te verbeter. Behalwe bogenoemde beperkende faktore, stel beskikbare organisasiekultuur-teorie dit dat dit ook organisasiekultuur is wat openbare sektor amptenare se gedrag is wat die kwaliteit en vlak van dienslewering beinvloed. Hoofstuk drie bied 'n teoretiese raamwerk vir die konsep organisasiekultuur ten opsigte van hoe dit geskep en in stand gehou word binne organisasies. Verskeie modelle en voorbeelde van organisasiekultuur binne klein sowel as groor organissaies word ontleed en daar word gekyk na hoe die grootte van 'n organisasie organisasiekultuur beinvloed. Klein organisasies met 'n plat struktuur word beskou as buigsaam, outonoom, innoverend en daartoe in staat om die vebruiker se behoeftes aan te spreek. Daarteenoor word tradisionele burokratiese organisasies soos polisie-organisasies gekenmerk deur formele strukture met te veel vlakke, operasionele reels en regulasies ten einde volle beheer te he oor prosedures. Die rigiede stelsels, outokrasie, en stadiege leweringsproses van sulke strukture word dikwels gekritiseer. Modelle om organisasiekultuur te verander ten einde effektiwiteit te verbeter word voorgestel. Die teoretiese bespeking van die konsepte organisasiekultuur en dienslewering word gevolg deur 'n gevallestudie van die SAPD ten einde te bepaal die mate waartoe organisasiekultuur impakteer op dienslewering. Die eerste fase behels 'n analitiese perspektief van die SAPD se historiese militere kultuur sedert 1913 asook' n kritiese blik op operasionele fases waardeur die SAPD gegaan het tot en met die nuwe dispensasie. Die vroee 1990s tot net na die April 1994 verkiesing verteenwoordig' n nuwe era in die SAPD ten opsigte van transformasie inisiatiewe wat daarop gerig was om die polisieringsfunksie te verander van 'n agent wat eng gefokus was op die handhawing van wet en orde na 'n geintegreerde polisiediens wat aanspeeklik is teenoor die bree gemeenskap. Dit behels die lewering van 'n polisiediens sowel as probleem-oplossing binne die konteks van 'n menseregte-kultuur. Polisiekultuur word, as gevolg van misverstande, dikwels beskou as 'n bron weerstand teen verandering. Die heersende organisasiekultuur - wat 'n nalatenskap is van die vorige paramilitere styl byvoorbeeld outokratiese leierskapstyl, tradisionele burokratiese strukture, korrupsie, geheimhouding, wantroue - is van die dominante indikatore wat gemeenskaplike eienskappe is van die verskeie polisie-agentskappe. Hierdie dominante kenmerke veroorsaak weerstand teen enige veranderingsinisiatief en word as negatief beskou. Die beskrywing van die SAPD word gevolg deur' n uiteensetting van metodes en prosedures wat gebruik was tydens die empiriese navorsing wat gedoen was by twee polisiestasies in Kaapstad. Data insamelingsmetodes sluit in: 1) lieratuurnavorsing, 2) ope een-tot-een onderhoude met die stasiekomisarisse van die twee stasies, 3) die verspreiding van geslote vraelyste aan junior offisiere by polisiestasies ten einde hul houding te bepaal teenoor die organisaies waar hulle werk, en 4) observasies. Teoretiese bewyse toon dat die polisiekultuur wat normaalweg gekenmerk word deur paramilitere, buroktariese, rigiede stelsels en prosedures steeds bestaan binne die SAPD en dat dit bydra tot swak koordinasie, swak response en oneffektiewe dienslewering. Ten slotte word gemeld dat polisiedienssentra plekke is waar die publiek eerstehands kennis maak met dienslewering. Ten einde 'n effektiewe diens te lewer, behoort eenhede wat verwante diense lewer geintegreer te word onder die bevel van een bevelvoerder. Misdaadvoorkoming is steeds die primere funksie van die SAPD en beamptes moet toegerus word met die nodige bevoegdhede, vaardighede asook kapasiteitsbouprogramme wat in lyn is met die kontemporere polisieringsfunksie.

Despite widespread application of reform models and interventions by intergovernmental organisations, public administration in most developing countries is still characterised by weak institutions, patronage and institutionalised corruption. Cambodia is an illuminating example. After decades of reform Cambodia is still struggling to attain a public service that is loyal, motivated, professional and serviceoriented. The central objective of this thesis is to conduct a qualitative analysis of public service culture in Cambodia and to explore the impacts of culture on public service delivery. In doing so, the thesis offers a systematic framework to analyse three underlying elements of public service culture: the values, the ethics and the central motivations of public servants and officials. Within this thesis, public service values are defined in terms of orientation toward public and social responsibility. Public service ethics refer to the moral standards and conduct of public servants in performing their functions. Public service motivation refers to the willingness to join government employment, to serve public interests and to provide effective and efficient public services. To operationalise the framework, the thesis uses qualitative data from 45 in-depth interviews with personnel in the health and education departments. These two departments are widely considered to be the providers of the nation's core public services. Of the 45 interviews, 21 are with senior public managers and 24 are with service providing public servants. The thesis finds that many elements of the Khmer culture, particularly emphasis on respect and social hierarchy, kinship preference, and the Buddhist principles of harmony and conflict avoidance are generally not conducive to public sector reform and development. A culture emphasising excessive deference to authority often provides barriers to effective decentralisation, which would bring services closer to the people. Patronage networks often lead to weak public accountability. Harmony and conflict avoidance reinforce a culture of saving face within public organisations, which can further undermine performance-based bureaucratic practices and lead to the undermining of merit principles. In addition to its roles in shaping the characteristics and the operation of public institutions, the Khmer societal culture is also reflected in individual public servants' values, ethics and motivations. On values, public servants are mainly observed to be of grand character, having upward accountability to their political patrons but generally seen as having little accountability to the public they serve. In relation to the ethics of the public service, gratitude is found to be highly valued in society and often overdone with highly expensive gifts. Corruption is a way of life. And the central motivation to join the public service relates to the status attached to working for the government, which acts in effect to strengthen existing patronage networks and to divert public resources for private gain. The findings of the thesis are significant for both scholars and practitioners. The current body of literature on public service culture, particularly on Cambodia, is limited in three respects. First, little attention has been paid to the inter-relationship between societal culture, public service institutions, and the work of public servants. Second, the literature on culture lacks a systematic approach to understanding the characteristics and structure of a country's public administration regime, particularly the public service. Third, the literature has an underdeveloped use of empirical data. Public administration reforms in practice should be implemented with thorough consideration of the local needs and the socio-cultural challenges that stand in the way of development.

Thesis (MBA.) --University of Limpopo, 2009<br>The delivery of quality service is a challenging area in both private and government sectors. The purpose of this research study was to determine if Modiba KO Speech and Audiology Services deliver services as per clients’ expectations and perceptions. It also aimed at determining if there is/are a gap/s between clients expectations’ and what was offered at the clinic. In order to achieve these aims, questionnaires were administered to clients seen at the clinic. The sample was comprised of clients seen at Modiba KO Speech and Audiology Services only. The participants were asked to indicate their expectations and perceptions about the service offered at the clinic. Findings from the research showed that there are gaps between clients’ expectations and perceptions of quality service delivery. KEY WORDS Quality Service, Speed, Flexibility, Dependability, Costs, Quality, Gaps

Mobile network operators have recently started looking into ways to increase their own network scalability, in order to support a large number of customers with new bandwidth consuming multimedia services. The two most promising solutions identified are to extend the existing networks with multicast capabilities and to cooperate with network operators of different wireless access technologies. As a consequence of these trends, a next generation network environment will allow mobile users to receive multimedia service data from a variety of multicast capable access networks. Although considerable progress has been made with the standardisation of multicast mechanisms such as Multimedia Broadcast and Multicast Services (MBMS) for UMTS networks, shortcomings still exist in emerging multicast technologies and their interworking with each other. One of the critical realisations leading to this research was the observation that the establishment and release of multicast bearers, particularly in UMTS networks, requires signalling intensive procedures, as compared to the simple mechanisms of IP multicast on the Internet. Especially for services such as location based multicast services, where a user is expected to change multicast groups more frequently, a considerable signalling burden may be added to a network. This is hardly acceptable for mobile networks, where wireless resources are valuable and scarce. One contribution made in this thesis extends the currently defined mechanisms in MBMS to allow the concurrent delivery of different versions of location based content using the same multicast bearer service. It is shown by simulation study that the proposed mechanism achieves significant signalling savings, especially over the air interface, compared to the case where separate multicast bearer services are utilised for the delivery of different location specific flows. Another significant observation was that the current receiver driven service model of IP multicast is not suitable to allow efficient multicast delivery in a wireless network environment with multiple access networks. This thesis argues that efficient multicast delivery requires mechanisms for delivery coordination, in order to avoid the same multicast traffic being delivered via multiple access networks to the same location. Based on a detailed analysis of the shortcomings of current IP multicast group management mechanism, two incremental solutions to achieve multicast delivery coordination in next generation networks are developed and their advantages and disadvantages thoroughly studied. The first approach achieves delivery coordination by introducing a group management support as a session layer solution, leaving the operation of current existing IP multicast mechanisms completely unchanged. The second approach provides a solution on the network layer to achieve multicast delivery coordination, and requires the modification of the current IP multicast group management mechanisms. Proof-of-concept prototypes are built to demonstrate the feasibility of both solutions. An evaluation of their performance is achieved by analytical and simulation study and is complemented by a testbed study of the prototypes.

This thesis provides a novel architecture for the creation and management of virtual multimedia adaptation services offered by a multimedia-enabled cloud. The aim of the proposed scheme is to provide an optimal yet a transparent user access to adapted media contents while isolating them from the heterogeneity of the utilized devices, diversity of media formats, as well as the details of the adaptation services and performance variations of the underlying network. This goal is achieved through the development of service virtualization models that provide various levels of abstraction of the actual physical services and their performance parameters. Such virtual models offer adaptation functions by comprising adaptation services with accordance to their parameters. Additionally, parameters describing the functional specifics of the adaptation functions, as well as multimedia content features, are organized into a hierarchical structure that facilitates extraction of the virtual models capable of satisfying the conditions expressed by the user requests. At the same time the paramter/feature organization structure itself is flexible enough to allow users to specify media delivery requests at various levels of request details (e.g., summarize video vs. drop specific frames). As a result, in response to a user request for a multimedia content, an optimal virtual service adaptation path is calculated, describing the needed media adaptation operations as well as the appropriate mapping to the physical resources capable of executing such functions. The selection of the adaptation path is done with the use of a novel performance-history based selection mechanism that takes into account the performance variations and relations of the services in a dynamically changing environment of multimedia clouds. A number of experiments are conducted to demonstrate the potential of the proposed work in terms of the enhanced processing time and service quality.

HIV among drug injectors had become a major problem in Scotland by the early 1990s. Of a total of 1,943 HIV infections reported in Scotland up to the end of 1991, 991 (51%) were related to injecting drug use (IDU). The threat of HIV spreading among drug injectors in Glasgow was intensified by a dramatic increase in the number of injectors in the early 1980s. This increase in injecting, together with the threat of HIV posed an enormous problem for existing drugs services in Glasgow. In 1986, the World Health Organisation suggested that supplying sterile needle and syringes to drug injectors could contribute to HIV. The decision to set up needle exchanges in the UK was made by Government in 1986. The first three needle exchanges in Scotland were opened in Glasgow (Ruchill Hospital), Dundee and Edinburgh in 1987. By 1992 there were eight needle exchanges operating in Glasgow. Research conducted up to 1991, (when the work for this thesis began), indicated that were eight key questions which should be answered in the course of an evaluation into needle exchanges. The answers to these questions were debated in the published literature. Four related to service delivery and four to service impact. These are central to this thesis.

This thesis consists of three chapters that study public service delivery, nutrition and agricultural productivity in developing countries. The first chapter investigates whether imposing price-caps on frontline service delivery agents enhances welfare. I implement a field experiment in which I randomize whether public extension agents are subject to a price-cap or not. I find that while price-caps are effective in enhancing the affordability of extension services and increasing recipients’ surplus, they also reduce the geographic coverage of services. This suggests that price-cap regulation creates a tension between making services affordable and providing incentives for agents to serve remote recipients. I then show that the marginal welfare effect of reducing discretion over prices can be expressed as a function of two sufficient statistics: the elasticity of geographic service coverage with respect to the price-cap and the price elasticity of demand. Calculating the welfare effects, I find that any reduction of agents’ discretion reduces social welfare. The second chapter is concerned with contract design in public service delivery when delivery agents are boundedly rational. A theoretically efficient contract that minimizes moral hazard costs and avoids behavioural distortions charges agents a fixed fee for the usage of public assets and makes them residual claimants on its returns. I investigate whether such contracts are indeed efficient in practice by investigating whether imposing lump-sum fees on livestock extension agents distorts their choices. Using a field experiment, I first show that, contrary to classic economic theory, levying a fixed fee on agents leads them to increase user fees for a livestock vaccine and induces demand effects that reduce quantities. To understand the mechanisms underlying this result, I implement a series of lab-in-the-field experiments with a subset of the field-experimental participants. The results suggest that instead of setting prices for user fees as mark-ups over marginal costs agents use simplified rules-of-thumb that anchor pricing decisions on aggregate profits. The results highlight that boundedly rational behavior can reduce the effectiveness of adopting fixed fee contracts. The third chapter investigates whether improvements to agricultural production technology, a common response to undernutrition, can enhance food security and improve nutrition. In India, groundwater irrigation using tube wells has long been promoted as a means to reduce rainfall-dependence and enhance food security. The merits of adopting tube wells have, however, been debated widely, with opponents fearing a deprivation of smaller farmers and impoverishment of rural laborers. To evaluate the causal effects of tube well adoption on nutrition, I employ an instrumental variable framework that exploits variation in land suitability for deep groundwater irrigation caused by differences in hydrogeological structures. I find that groundwater irrigation significantly improves nutrition across the income spectrum: a one standard deviation increase in the proportion of cropped area irrigated with tube wells increases calorie intake by 770 to 915 calories per day. In addition, groundwater irrigation generates positive spillovers on the calorie intake of urban populations and households not employed in agriculture. I present additional evidence which suggests that these effects are driven by increases in agricultural productivity that reduce staple prices and raise wage rates. The findings thus highlight the value of groundwater irrigation in fighting undernutrition and promoting agricultural development.

The publications included in this thesis cover four broad areas of fertility regulation. Postpartum contraception. This section includes a number of studies investigating mechanisms underlying lactational amenorrhoea together with three studies investigating the relationship between infant feeding practices and the duration of amenorrhoea. A study on the effect of progestin-only oral contraception on bone mineral density during lactation and two studies on the timing and quality of advice about post-partum contraception complete this section. Modern methods of contraception. A number of general reviews of modern methods of contraception are included in this section together with an overview of new developments and possible future methods. Original work includes studies on continuation rates of Norplant; acceptability of future methods (male and female): ovulation during the use of hormone replacement therapy; morphological and functional changes in the endometrium of women using low dose progestogen only methods and the use of antiprogestogens for various approaches to female contraception. Abortion. The papers in this section concentrate mainly on service delivery issues including the establishment of a centralised referral system: audit of quality of care; counselling: acceptability and patient satisfaction. Emergency Contraception. Original work on the efficacy and mode of action of emergency contraception: knowledge among teenagers; prevalence of chlamydia infection among women using emergency contraception (EC) and the need for de-regulation of EC are included in this section. The thesis ends with three studies on advanced administration of EC and its effect on use, risk taking behaviour and abortion rates.

Based on research into the area of financial service delivery it has become obvious that convenience and simplicity are the keys to success in the future as far as delivering financial services to consumers. This thesis discusses how this convenience and simplicity will be accomplished. It also covers the changes that need to be made and the financial impact on the institutions.

A thesis submitted to the Faculty of Arts in partial fulfilment of the requirements for the Degree of Master of Arts Community Work in the Department of Social Work at the University of Zululand, South Africa, 2015.<br>This study aimed at examining the extent to which the public participates in service delivery, looking specifically at the level and nature of participation in service delivery processes, and perceptions communities have with regards to the type of services rendered. The study was necessitated by continuous protests over service delivery at local government level noticed since 2006, and reports of very slow provision of services that did not meet the expectations of residents. Communities perceived the municipal officials to be self-serving and neglectful of their needs, while some municipalities were reported to be under investigation, and some were even put under provincial administration. Therefore the significance of this research cannot be overemphasised. The researcher acknowledges that there are numerous problems hindering service delivery at local government level, and this research study could not unpack all of them, but the delimitations of the study are stated in the dissertation. Contextualisation of the study was based on the existing legislative, theoretical and conceptual perspectives that apply in the domains of public participation and service delivery. Perspectives were drawn from various sources to test the level and effectiveness of public participation processes used by uMhlathuze Municipality in its service delivery. The nature of the study necessitated the use qualitative methods of data collection such as in-depth interviews and observation in order to: assess the level of community participation in decision-making regarding service delivery; examine community perceptions of the causal factors of good or poor service delivery; identify forms of service delivery that were provided and the beneficiaries of the services delivered. The findings of the study indicate that the participation of community members has been limited to being consulted and informed, but does not include involvement in decision-making about level of service provision nor creation of the beneficiary lists. Public is not involved in the creation of implementation plans, or monitoring and evaluation procedures. The findings of the study also reveal that the community perceived the political environment as a limiting factor in that it tended to have a big influence on the delivery of some the services. Although services such as water, electricity, sanitation (in a form of VIP toilets) and houses are provided to rural communities there are concerns regarding access and distribution of some of the resources, which are allegedly influenced by political alignment. It is concluded that public participation at municipal level really only takes the form of informing and consultation of communities. The public is not involved in crafting the actual implementation plan, and monitoring and evaluation procedures. It is also concluded that service delivery is characterised by lack of clarity on the criteria used for creating the beneficiary list. However, although the community is not satisfied with the lack of clarity on such an important aspect of the delivery of services, the level of infrastructural development, nor with the delivery of services itself, their being continuously informed and consulted by the municipality reassure them of the municipality‟s commitment to service provision. Recommendations are made for uMhlathuze Municipality, including a theoretical framework of effective public participation in service delivery. There are also recommendations for further research.

Thesis (Ph. D.)--University of Missouri-Columbia, 2007.<br>The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 12, 2007) Vita. Includes bibliographical references.