... DIPLOMA IN PUBLIC ADMINISTRATION PROJECT PROPOSAL BY JOSPHAT K BIWOTT TOPIC: EFFECTS OF SERVICE CHARTER ON SERVICE DELIVERY: A LOOK AT MATETE DISTRICT COMMISSIONER’S OFFICE. CHAPTER 1: INTRODUCTION 1.0 BACKGROUND: Public Service Delivery is defined as a set of institutional arrangements adopted by the government to provide public goods and services to its citizens. Public services delivery has been one of the key functions of the public sector which uses civil service bureaucracies as the instrument for the delivery of services (World Development Report, 2004). In the context of governance, according to 2008 - 2013 Public Sector Reforms & Performance Contracting | Kenya; the service charter, variously referred to as “citizen service delivery charter” or “customer service delivery charter” is a written statement prepared by a public institution which outlines the nature, quality and quantity of service that citizens should expect from the institution. It sets out: what the institution does, what services users can expect, and the standard of the service to be provided. | | Public service delivery in most of the developing countries is characterized by being ineffective, too much procedural, costly, red taped and lack transparency. In general public servants have not acted as servants of people but rather as masters without any sense of accountability and transparency. People are unaware of how and where to obtain public services and often become...
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...Public Policy and Administration Research ISSN 2224-5731(Paper) ISSN 2225-0972(Online) Vol.3, No.6, 2013 www.iiste.org Influence of Performance Contract on Public Service Delivery in Kenya: Study of Registration of Persons Kericho District 1. Thomas Gekonde School of Law Mount Kenya University, P.O Box 2591, Eldoret-Kenya Tel: +254 721 206 387, Email: t.gekonde@yahoo.com 2. Dr Pamela Ochieng, Associate Dean Mount Kenya University School of Post Graduate Studies, P.O. Box 2591, Eldoret, Kenya. Tel: + 254 722 577 037, Email: pamco23@yahoo.com 3. Professor Elim Lokapel Principal Mount Kenya University, P O. Box 2591, Eldoret, Kenya Tel: + 254 728-885-012, Email: elokapel@yahoo.com Abstract The study sought to investigate on the influence of performance contract on public service delivery in Kenya with specific reference to the department of registration of person in Kericho District using 2011 – 2012 public service delivery period as the base line. The study adopted a descriptive research design on a sample size of 222 respondents who were identified and selected through purposive and random convenient sampling techniques from a target population of 2040 respondents. Data collection was done by use of questionnaires as well as observation schedules. Collected data was sorted, cleaned, coded and analyzed by the aid of statistical package of social scientist programme (SPSS). Study findings were contently analyzed and presented in form of tables and...
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...CHAPTER I THE PROBLEM Introduction “A politician is a man who understands government, and it takes a politician to run a government” Harry S. Truman (1884 – 1972). The issue of political seems to be an endless case of trial and error. New leaders, new management but it seems to be that they never found the best leaders for the government. People are just aware of what they see but they never through the root of all problems, the problem is not the government itself but the people behind it. There were official positions whose function was to serve the community. Today’s welfare is not only achieved through individual efforts but through the leadership styles of chosen state heads. These leaders have various qualities and styles which may or may not, contribute to or benefit the society. One quality of an effective leader is his feeling of oneness with his people. To say that the leader has an explicit understanding with his people, he must first be one with his people. A common vision and goal may emerge that could suit the needs and welfare of everyone. Man is a social being. He can be weak and need support of communal living. His capabilities and form of expression are inseparably linked to the existence of others. Wise socialization is achieved not through repression but through social interest. Development is not achieved with the efforts of few persons or by the government alone. For it to be real, every member of the society must participate in order to achieve the...
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...hard to implement and deal with the new provisions established in the Affordable Care Act of 2010. The three financial environments must adjust the way they deliver health care services to accommodate these new provisions. For-profit organizations, not-for-profit organizations, and government organizations have to change many of their financial systems to operate in today’s health care industry. Throughout this paper I will explore three organizations from these different financial environments. Universal Health Services Incorporated is a for-profit health care organization that will be explored in detail. The Mayo clinic is a not-for-profit health care organization that will be discussed. The last health care organization is from the government environment and I will explore the U.S Department of Veteran Affairs. All of these health care organizations have different financial structures which will be explained throughout this paper. The policies and financial management of each organization will be explored to show how each financial environment is reflected within their respective organizations. Finally, I will describe why effective financial management is more difficult in health care than any other industry. The for-profit health care organization I will discuss is Universal Health Services incorporated. This health care organization is a hospital management company that operates 235 acute care, and behavioral health hospitals, along with ambulatory surgery centers...
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...The Australian Journal of Public Administration, vol. 66, no. 3, pp. 353–366 doi:10.1111/j.1467-8500.2007.00545.x RESEARCH AND EVALUATION From New Public Management to Public Value: Paradigmatic Change and Managerial Implications Janine O’Flynn The Australian National University Both practitioners and scholars are increasingly interested in the idea of public value as a way of understanding government activity, informing policy-making and constructing service delivery. In part this represents a response to the concerns about ‘new public management’, but it also provides an interesting way of viewing what public sector organisations and public managers actually do. The purpose of this article is to examine this emerging approach by reviewing new public management and contrasting this with a public value paradigm. This provides the basis for a conceptual discussion of differences in approach, but also for pointing to some practical implications for both public sector management and public sector managers. Key words: new public management, public value, role of managers Public sector reform has been a common experience across the world despite its different forms and foci (Pollitt and Bouckaert 2004). Commonly as scholars and practitioners we refer to the reforms of the last few decades as ‘new public management’ (NPM) which, for Hood (1991), represented a paradigmatic break from the traditional model of public administration. During this era several countries became...
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...Mexico prepared, launched, and implemented an e-government strategy that put the country among the top performers of online services in the world. For President Vicente Fox Administration, innovation is a priority. Citizens have been placed at the center of government daily activities in order to regain their trust, and the challenge is that every public institution has to contribute to build a government that works like all Mexicans want. This creates a gap of need for methods, procedures, and new culture to drive the changes. The Mexican government is searching for ways to integrate e-government in a broader reform that defines e-government as a tool to improve the quality, transparency, and efficiency of government and public services. The government’s vision: “A Government that works how we all want” seeks for modernization of delivery of government services and information, and, more importantly, transformation of the citizen-government relationship. The objectives set were: transparency and accountability, quality, and efficiency that would facilitate the strategies of anti-corruption, public service improvement, regulatory reform and cost efficiency, all of which will create a sustainable e-government. Mexico began by focusing on the widespread application of ICT, the dissemination of information and the production of as many online services as possible. This contributed to an international recognition of Mexico’s performance and e-government development. But...
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...information please click here. This briefing has been produced by Social Enterprise UK. We are the national membership body for social enterprise. We offer business support, do research, develop policy, campaign, build networks, share knowledge and understanding and raise awareness of social enterprise and what it can achieve. We also provide training and consultancy and we develop bespoke business and information packages for clients of all kinds. This briefing outlines the meaning and benefits of social value and provides and oversight of the recent changes to policy in this area. Further information, including relevant guides and toolkits, is included in the ‘further resources’ section at the end of this paper. Introduction The voluntary, community and social enterprise (VCSE) sector has long campaigned for commissioning practice to take social value into account. This would ensure that the full weight of the public sector’s purchasing power is directed at achieving social and environmental benefits, alongside delivering financial efficiency. In addition, VCSEs are well practiced at providing added social value through service delivery across many sectors including health, education, housing and transport. Creating an opportunity for bidders to demonstrate this would enable public bodies to assess which potential providers would deliver...
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...globalization and the integration of national economies, Information Technology has become an inevitable and a ‘must’ tool for conducting business. Today many economies embrace information technology to be more competent and to develop competitive advantages. In this study we will focus on the implementation of e-government: The case of e-judiciary in Mauritius. E-government is the application of IT in the provision of government and services with an aim of minimizing the burden of public administration and the business activities to its citizens. According to Wikipedia, e-government refer to “government use of information and communication (ICT) to exchange information and services with citizen (government- to-citizen, or G2c), businesses (Government-to-business, or G2B), and other arms of government ( Government-to-government, or G2G)”. In Mauritius e-government is available at http://www.gov.mu The component that need to be installed for e-government to be effective include websites for assessment of information, improvement of service delivery, rendering affordable and reliable the telecommunication and electricity connectivity, information technology to liberate citizen, well developed infrastructure: such as computer hardware and software, adequate funding, availability of adequate skill human resources to collect and organize information and well developed government policies (silock 2001) The need for e-government Information...
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...REPUBLIC OF BOTSWANA Public Administration Country Profile Division for Public Administration and Development Management (DPADM) Department of Economic and Social Affairs (DESA) United Nations July 2004 All papers, statistics and materials contained in the Country Profiles express entirely the opinion of the mentioned authors. They should not, unless otherwise mentioned, be attributed to the Secretariat of the United Nations. The designations employed and the presentation of material on maps in the Country Profiles do not imply the expression of any opinion whatsoever on the part of the Secretariat of the United Nations concerning the legal status of any country, territory, city or area or of its authorities, or concerning the delimitation of its frontiers or boundaries. Table of Contents Table of Contents........................................................................................... 1 Botswana...................................................................................................... 2 1. General Information ................................................................................... 3 1.1 People.................................................................................................. 3 1.2 Economy .............................................................................................. 3 1.3 Public Spending ..................................................................................... 4 1.4 Public Sector Employment and...
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...British Airways (BA) faced diverse problems in 1980. Following World War II BA numerous war veterans who brought their military mentality with them. BA initially formed through the merger of two government agencies. These two factors created an organization that provided the cut and dry service of taking off and landing on time. Nothing else mattered. Customer service was not of much importance. BA treated customer as though the customer did not have a choice in service and as though the customer had received a benefit getting to ride the airplane. Numerous bad experiences tarnished BA’s public image. The problem became dangerous when Britain’s worst recession in 50 years reduced passenger number and raised fuel cost substantially (Jick & Peiperl, (2011). British Airways needed immediate radical change in order to survive. Managing Change Managing change is one of the most important and challenging tasks that any leader ever undertakes. Research has shown that public service motivation (PSM) is connected with commitment to change, especially when changes are positive and consistent with one’s value system (Lee, (2013). When change could conceivably improve public services or better serve the greater good, many employees might be more supportive. Transformation Key Steps British Airways (BA) established a since of urgency, to bring about transformation. Management realized that it needed a drastic change in its business model and culture...
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...Improving Accountability in Public Service Delivery through the Ombudsman About the Asian Development Bank ADB’s vision is an Asia and Pacific region free of poverty. Its mission is to help its developing member countries reduce poverty and improve the quality of life of their people. Despite the region’s many successes, it remains home to two-thirds of the world’s poor: 1.8 billion people who live on less than $2 a day, with 903 million struggling on less than $1.25 a day. ADB is committed to reducing poverty through inclusive economic growth, environmentally sustainable growth, and regional integration. Based in Manila, ADB is owned by 67 members, including 48 from the region. Its main instruments for helping its developing member countries are policy dialogue, loans, equity investments, guarantees, grants, and technical assistance. Strengthening the Ombudsman Institution in Asia Accountability is essential for good governance, and in many Asian countries the ombudsman is the key accountability institution. Originating in the West, the concept of the ombudsman arrived relatively late in Asia. Yet more and more ombudsman offices are being established in Asia, and they play a critical role in the fight against incompetence and injustice on the part of government officials. This report presents in-depth research on Asian ombudsmen, with a focus on best practices and emerging issues, especially in the context of the new public management, and includes recommendations...
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...clear processes and procedures and easy access to public information. Increased transparency in the system can facilitate greater accountability and both when acted together improves quality of governance, increased organizational responsiveness, lowering of corruption, better delivery of services , improved citizen engagement and better budget utilization. The absence of accountability and transparency leads to mistrust and dissatisfaction towards the organization and its services. World Bank ranks Nepal at 3 in the Country Policy and Institutional Assessment (CPIA) transparency, accountability and corruption in the public sector rating (1=low to 6= high). The main dimensions for rating are accountability of executive to oversight institutions and of public employees for their performance and access of civil society to information on public affairs. Similarly, Nepal ranks with the score of 44 out of 100 in global budget transparency index which is the drop from 45 in 2010 according to open budget survey 2012. In a country like Nepal, where services provided by the private sector are expensive and not always accessible, the government is viewed as the key body providing public services. Citizens without much money, therefore, are reliant on the services provided by the government which be accessed in different ways - free of cost; by paying the full charge (or fee); by paying a minimum charge (or fee); or through accessing services through a grant. We expect that the government...
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...important factor, while learning, which emerges through cooperation, together with the increased reliability and trust, is the most important process (Lundvall and Johnson, 1994). The competitive survival and ongoing sustenance of an organisation primarily depend on its ability to redefine and adopt continuously goals, purposes and its way of doing things (Malhotra, 2001). These trends suggest that private and public organizations have to reinvent themselves through ‘continuous non-linear innovation’ in order to sustain themselves and achieve strategic competitive advantage. The extant literature highlights the great potential of ICT tools for operational efficiency, cost reduction, quality of services, convenience, innovation and learning in private and public sectors. However, scholarly investigations have focused primarily on the effects and outcomes of ICTs (Information & Communication Technology) for the private sector. The public sector has been sidelined because it tends to lag behind in the process of technology adoption and business reinvention. Only recently has the public sector come to recognize the potential importance of ICT and e-business models as a means of improving the quality and responsiveness of the...
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...State versus Private Ownership Andrei Shleifer Department of Economics Harvard University Cambridge, Massachusetts. Abstract Private ownership should generally be preferred to public ownership when the incentives to innovate and to contain costs must be strong. In essence, this is the case for capitalism over socialism, explaining the "dynamic vitality" of free enterprise. The great economists of the 1930s and 1940s failed to see the dangers of socialism in part because they focused on the role of prices under socialism and capitalism, and ignored the enormous importance of ownership as the source of capitalist incentives to innovate. Moreover, many of the concerns that private firms fail to address “social goals” can be addressed through government contracting and regulation, without resort to government ownership. The case for private provision only becomes stronger when competition between suppliers, reputational mechanisms, the possibility of provision by private not-for-profit firms, as well as political patronage and corruption, are brought into play. 1 What kinds of goods and services should be provided by government employees as opposed to private firms? Should government workers make steel and cars in government-owned factories? Should teachers and doctors be publicly employed or should they work for private schools and practices? Should garbage be picked up by civil servants or employees of private garbage haulers? Should the whole economy be "socialized"? Although...
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...Non-governmental agencies 11 Innovated uses for Government data Samples 13 Conclusion 18 References 18 Appendices 19 Introduction Open government data is shared with the public often over the Internet. Public government information, such as government records, can often be promoted for analysis and reuse. Much of the information that the Irish government holds is potentially very useful to a variety of non-government individuals and groups. Currently the Irish government’s data management is controlled by the Central Statistics Office (CSO). Here certain information is available, but it is limited and difficult to use and access. If the government is to follow the open data movement, there are many benefits to be gained. Many government entities have already begun to publish open government data such as the United States, United Kingdom and the New Zealand governments. The increased openness of government data is powerful and can drive increased innovation and increase economic growth. Making this information more freely available for third-party reuse has the potential to create public value, develop new applications, increase government transparency and help Irish citizens understand what is happening inside the government. This will enable them to bring issues of concern to the attention to the national public. It is vital...
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