Our research paper explores the imperative shift towards a more efficient and human rights-oriented public service delivery ecosystem, focusing on the implementation of the Citizen's Charter. We delve into strategies to enhance effectiveness and accountability within government services, ensuring citizens' rights are upheld. Through empirical analysis and theoretical frameworks, we highlight the transformative potential of adopting a human rights-based approach. Our findings underscore the importance of citizen engagement, transparency, and equity in shaping a responsive and inclusive public service framework. This paper serves as a valuable resource for policymakers and practitioners seeking to optimize service delivery systems.
American Research Journal of Humanities & Social Science (ARJHSS) is a double blind peer reviewed, open access journal published by (ARJHSS).
The main objective of ARJHSS is to provide an intellectual platform for the international scholars. ARJHSS aims to promote interdisciplinary studies in Humanities & Social Science and become the leading journal in Humanities & Social Science in the world.
Problems of Human Resource management in the public sectorayushitahalyani
This document discusses problems in human resource management in the public sector. It begins with acknowledgments and the aim of examining theoretical, statistical, mathematical, and behavioral aspects. The introduction discusses people as the greatest assets and expenses for public agencies.
The content sections cover theoretical frameworks like skilled, open, converged, and connected bureaucracies. Mathematical sections analyze cadre strengths, dimensions studied in surveys, response rates, and gender ratios. Statistical sections show distributions by social category, age, and specializations. Behavioral problems discussed include poor performance, conduct issues, and rigid attitudes. Limitations include susceptibility to politics, nepotism, public alienation, and lack of continuity due to transfers.
Effects of Bureaucratic Behavior, Organizational Culture and Leadership on Pu...IJAEMSJORNAL
Public services operated by the government agencies in Gorontalo were not in accordance with procedures. People almost were not informed about public services they could obtained. They were also reluctant to complain about the poor services. In fact, public services by government agencies had been regulated in Law of 2007 on The Second Amendment to Regulations Number 3 of 2005 on Duties and Authorities of Regents and Deputy Regents as well as Regional Government Officials in Performing Technical Tasks. The objective of this research was to find effects of bureaucratic behavior, organizational culture, and leadership on public services in the local government of Gorontalo. This research used survey method. Data were collected using several instruments i.e. observation, interview, documentation, questionnaire, and literature review. Validity test was conducted using the value of Standardize Loading Factor (SLF); while reliability test was using the value of Cronbach Alpha (CA). The research findings showed that bureaucratic behavior, organizational culture and leadership simultaneously provided positive effects for public services in the government agencies of Gorontalo.
The Improvement of the Quality of Documentary Services At Civil Registration ...iosrjce
IOSR Journal of Humanities and Social Science is a double blind peer reviewed International Journal edited by International Organization of Scientific Research (IOSR).The Journal provides a common forum where all aspects of humanities and social sciences are presented. IOSR-JHSS publishes original papers, review papers, conceptual framework, analytical and simulation models, case studies, empirical research, technical notes etc.
The document discusses improving public service delivery in India. It outlines several key points:
1) Public services are those provided by the government to citizens, either directly or by financing private services. The government has an important role in ensuring basic services and standards of living.
2) Both public and private sectors deliver services, but they differ in their relationships with customers. Public services sometimes have less competition and more indirect customer relationships.
3) Models like SEVOTTAM and ETVX have been proposed to standardize, monitor and improve public services by defining standards, roles and accountability. However, implementation has remained a challenge.
4) Technology and transparency can help make services more equal and accountable
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
American Research Journal of Humanities & Social Science (ARJHSS) is a double blind peer reviewed, open access journal published by (ARJHSS).
The main objective of ARJHSS is to provide an intellectual platform for the international scholars. ARJHSS aims to promote interdisciplinary studies in Humanities & Social Science and become the leading journal in Humanities & Social Science in the world.
Problems of Human Resource management in the public sectorayushitahalyani
This document discusses problems in human resource management in the public sector. It begins with acknowledgments and the aim of examining theoretical, statistical, mathematical, and behavioral aspects. The introduction discusses people as the greatest assets and expenses for public agencies.
The content sections cover theoretical frameworks like skilled, open, converged, and connected bureaucracies. Mathematical sections analyze cadre strengths, dimensions studied in surveys, response rates, and gender ratios. Statistical sections show distributions by social category, age, and specializations. Behavioral problems discussed include poor performance, conduct issues, and rigid attitudes. Limitations include susceptibility to politics, nepotism, public alienation, and lack of continuity due to transfers.
Effects of Bureaucratic Behavior, Organizational Culture and Leadership on Pu...IJAEMSJORNAL
Public services operated by the government agencies in Gorontalo were not in accordance with procedures. People almost were not informed about public services they could obtained. They were also reluctant to complain about the poor services. In fact, public services by government agencies had been regulated in Law of 2007 on The Second Amendment to Regulations Number 3 of 2005 on Duties and Authorities of Regents and Deputy Regents as well as Regional Government Officials in Performing Technical Tasks. The objective of this research was to find effects of bureaucratic behavior, organizational culture, and leadership on public services in the local government of Gorontalo. This research used survey method. Data were collected using several instruments i.e. observation, interview, documentation, questionnaire, and literature review. Validity test was conducted using the value of Standardize Loading Factor (SLF); while reliability test was using the value of Cronbach Alpha (CA). The research findings showed that bureaucratic behavior, organizational culture and leadership simultaneously provided positive effects for public services in the government agencies of Gorontalo.
The Improvement of the Quality of Documentary Services At Civil Registration ...iosrjce
IOSR Journal of Humanities and Social Science is a double blind peer reviewed International Journal edited by International Organization of Scientific Research (IOSR).The Journal provides a common forum where all aspects of humanities and social sciences are presented. IOSR-JHSS publishes original papers, review papers, conceptual framework, analytical and simulation models, case studies, empirical research, technical notes etc.
The document discusses improving public service delivery in India. It outlines several key points:
1) Public services are those provided by the government to citizens, either directly or by financing private services. The government has an important role in ensuring basic services and standards of living.
2) Both public and private sectors deliver services, but they differ in their relationships with customers. Public services sometimes have less competition and more indirect customer relationships.
3) Models like SEVOTTAM and ETVX have been proposed to standardize, monitor and improve public services by defining standards, roles and accountability. However, implementation has remained a challenge.
4) Technology and transparency can help make services more equal and accountable
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
1) The document discusses the importance of staff skills in improving the performance of public services in Bahrain's public sector.
2) A study was conducted using a questionnaire to assess citizens' perceptions of staff skills, with results showing moderate ratings for staff skills levels.
3) The study found a direct relationship between staff skills (the independent variable) and public service performance (the dependent variable). Improving staff skills can enhance public service performance.
A Literature Review On Quality Models For Online E-Government ServicesKate Campbell
This document summarizes a literature review on quality models for online e-government services. It discusses how traditional and e-government services have been evaluated for quality, with different methodologies analyzing key dimensions like expectations, specifications, delivery and perception. The review aims to identify an existing methodology or develop a new one specifically for evaluating quality of local online e-government services. It outlines gaps between consumer expectations, management perceptions, specifications, delivery and communication that models have sought to address. The chapter sets the stage for further research adapting or creating a comprehensive model for this purpose.
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...inventionjournals
The banking industry is one of the service industries that are very sensitive. So the quality of the service they offer has strong impact on customer`s satisfaction. Most banks and credit institutions are trying to gain more market share so they are trying to adopt better methods and procedures of the more diverse services to attract more customers to enhance their profitability, but most of them are ignored of the elements.That can make them Top among competitors and can be regarded as an advantage. Staffing and support, and customer`s satisfaction are the missing elements and are essential for achieving the goals and progress of the Bank.Variables that were examined in this study were as the following:1. Physical factors on customer`s satisfaction 2- service factors on customer`s satisfaction 3-behavioral characteristics of the staffs on customer`s satisfaction 4. the condition of goods and services on customer`s satisfaction. For this study population was considered as clients of Post Bank in Khodabande city. Their number in one branch per month as an average is the equivalent of 6,000 to 7,000 customers. 384 customers were selected as a sample randomly using Kokran formula.Which utilizes a sample of sampling were sent Based on the results obtained in this section can be stated that Customers` look at how the banking staffs behave them is more important for them than any other factors. That’s why more attention should be paid to the staff behaviours in order to increase the customer`s satisfaction.
The document describes task flow diagrams created to analyze how social workers currently find social services for homeless clients and how the process could be improved. The diagrams show the current lengthy process of searching various sites for each service's details and transportation options. New design diagrams incorporate filters to narrow agencies by clients' criteria upfront, keyword search, map visualization of locations and bus routes, and icons summarizing key agency information to streamline the referral process.
My Voice is a platform for improving public services
through citizen feedback. It is comprised of two mutually
reinforcing components: a technology platform and a
programmatic model for engaging governments and
service providers. Together, they enable My Voice to
collect, manage, and analyze citizen feedback for greater
government accountability.
Meet Reboot at this year's IAD Summit in Abuja www.extensia-events.com
BUREAUCRATIC ETHICS IN PUBLIC SERVICES CASE STUDY: OFFICE OF THE NATIONAL LAN...IAEME Publication
This study aims to examine and analyze how the ethics of bureaucrats in public
service in the field of land, and detect factors that affect the ethics of public service
bureaucrats in the field of land, as well as find effective solutions for the apparatus in
enforcing the ethics of public services in accordance with the established moral
standards and standard rules. The type of research used is a qualitative approach, in
order to know and understand the ethics of bureaucrats by using indicators of equality,
equality, loyalty, and responsibility in public services at the Office of the Ministry of
Agrarian Affairs and the National Land Agency of North Luwu Regency. Research
results show that based on equality, equality, and loyalty and responsibility aspects as
an indicator in assessing bureaucrat ethics, the fact that ethics / morale of bureaucrats
in the public service in the land sector is still low. Facts on the ground prove that there
are still practices that are not commendable in providing services to citizens who need
land services. One of the causes of the low ethics of bureaucrats in the function of land
service is the moral quality of each personnel of the apparatus itself, in addition to the
welfare factor that has not been too supportive to meet the needs and welfare of
employees.
The document discusses people-centric service delivery in selected government departments in Kerala. It notes that while Kerala has taken various initiatives to improve service delivery, government services still face issues like delays, inefficiencies and lack of responsiveness to citizen needs. The study assessed service delivery processes in the departments of Revenue, Land Records, Registration, Food & Civil Supplies and Police. It found gaps like lack of infrastructure, siloed functioning of departments, absence of citizen feedback mechanisms and monitoring of service delivery. The report provides recommendations to orient government systems and functions towards citizen needs and make service delivery more people-centric.
Impact of Service Quality and Product Innovation on Public Satisfaction and T...AJHSSR Journal
ABSTRACT :Efforts to exploit the potential of the village for tourism purposes are increasing. One of the
potentials that can be developed in rural areas in Banyuwangi Regency is the application of the Smart Kampung
System. The purpose of this study was to determine the effect of service quality and product innovation on
community satisfaction and trust in the Village Government with the Smart Kampung system in Banyuwangi.
The population of this study is the entire population in 189 villages in Banyuwangi Regency with a total of
1,549,412 inhabitants. The sample was determined based on Roscoe's opinion, with a total sample of 378
respondents. The analysis technique used is the Structural Equation Model (SEM) using WarpPLS 5.0. The
results of data analysis indicate that the service quality variable, Smart Kampung innovation has a significant
effect on community satisfaction, and has a significant effect on community satisfaction. The service quality and
innovation of Smart Kampung have a significant effect on public trust. Community satisfaction has a significant
effect on public trust in Banyuwangi Regency.
Keywords -service quality; product innovation; satisfaction; public trust.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Scanned with CamScannerRunning Head NEEDS ASSESSMENT AS.docxjeffsrosalyn
Scanned with CamScanner
Running Head: NEEDS ASSESSMENT ASSIGNMENT
NEEDS ASSESSMENT ASSIGNMENT
Needs Assessment Assignment
Name: Gabrielle McNeely
Institutional Affiliation: Strayer University
Needs Assessment Assignment
Title: Needs Assessment
Specific Purpose:
To notify diverse organizations, regarding the aspect of needs assessment and human service leadership.
General Purpose:
The main goal of this research is looking at economic changes in human service which are the leadership crisis, which explains the decrees of experienced leaders wanting to work in a nonprofit organization setting. Research has discovered that the workers in human services do not want to transition into upper management positions (Watson &Hoefer, 2014). Other economic changes in human services depend on leaders being diverse and relatable to all races, genders, and ages in the workplace.
Thesis Statement:
According to our (Lu, 2013), research reveals political and pragmatic forces outweigh economic rationality in human service contracting decisions. Government contracted human service programs can pose a threat to government employees by causing job loss and wage reductions.
Introduction
Government contracting is heavily influenced by different groups of actors within the government such as public employees, who can influence the government contracting decisions. Nonprofit organizations can serve local communities better than government agencies. Also, at times, the demand for human services outweighs what the government contract provisions for, and the government cannot satisfy or meet the needs of everyone. Lu also revealed that states with stronger non-profit advocacy are more likely to contract out their human service production.
A more open-ended approach is to use the Internet so that people can describe what they like if they are current consumers or what services they would like if they were to use your program in the future. Provide an easily accessible part of the website for people to request more information or for making suggestions about your services. Also, make sure that someone responds on a daily basis. A word of caution: do not over-rely on the Internet to obtain feedback on your services. Not all of your consumers can access the Internet, and be mindful that overusing Internet surveys can be perceived as pestering.
Attention Getter:
Did you know that in the human services field, the person or entity paying for the service is usually not the consumer of the service (except in those few instances where clients pay full fee)?
Body
Because many organizations experience more demand for their service than what their resources will allow, because dissatisfied clients who leave the agency can be replaced by someone else on a waiting list, and because funding limitations force agencies to reduce services, agency staff may tend to treat their consumers with less care and consideration (Hasenfeld, 2015). The term customer is.
Development Issues and Problems of Selected Agency in Sorsogon, An investigat...journal ijrtem
This study investigated the development issues and problems facing selected agencies in Sorsogon Province, Philippines. Through focus group discussions, the study identified the most significant issues as being understaffing, poor communication, poor policy implementation, and lack of performance feedback mechanisms. These issues negatively impacted agencies' management and performance by leading to overworked employees, decreased productivity, and inability to properly monitor programs. To address these problems, the study recommends improving staffing levels, investing in information technology to enhance communication, and establishing stringent monitoring of agencies by oversight bodies.
Public Service Motivation Model in Rural and Urban Land and Building Tax Serv...AJHSSR Journal
This document discusses a study on the public service motivation model in rural and urban land and building tax services in Banyuasin Regency, South Sumatra, Indonesia. The study found that payment of rural and urban land and building taxes in 2022 did not reach targets and some tax bills were unpaid. The motivation for tax officers and village heads to provide services was still not optimal, as people remained hesitant to pay taxes. Public service motivation among officers needs to be improved to enhance tax collection and services. The concept of public service motivation emphasizes beliefs, values and attitudes that encourage employees to serve others and society beyond personal interests.
The Effectiveness of E-Government Initiatives in Improving Public Service Del...AJHSSR Journal
ABSTRACT: E-government initiatives have become increasingly popular as a means of improving public
service delivery and citizen engagement. However, there is a need for a comprehensive understanding of the
effectiveness of e-government initiatives and the factors that influence their success. This literature review aims
to synthesize empirical studies published between 2010 and 2021 on the effectiveness of e-government
initiatives in improving public service delivery. The review identified 42 studies that examined various aspects
of e-government initiatives, such as access to services, service quality, citizen satisfaction, trust, participation,
and impact on governance. The review found that e-government initiatives have the potential to improve public
service delivery by enhancing access, quality, and citizen engagement. However, the success of e-government
initiatives depends on several factors, such as adequate infrastructure and resources, effective governance and
leadership, stakeholder involvement and collaboration, and user-centered design and evaluation. The review also
identified several challenges and barriers to the implementation of e-government initiatives, such as digital
divide, data privacy and security, legal and regulatory frameworks, and citizen resistance and skepticism. The
review suggests the need for more research that adopts interdisciplinary and cross-sectoral approaches and
attends to the ethical and social implications of e-government initiatives. This review provides insights into the
current state of knowledge on e-government initiatives and their impact on public service delivery.
KEYWORDS : e-government, effectiveness, impact, public service delivery
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
The Dynamics of Good Governance Implementation in WAE RI’I District, Manggara...AJHSSR Journal
ABSTRACT : Since reform began in Indonesia, good governance has become a reference for the government
in running the government, including in Wae Ri'i District, Manggarai Regency, East Nusa Tenggara (NTT). The
problem in this study is how are the dynamics and constraints faced by the sub-district head in realizing good
governance in Wae Ri'i District, Manggarai Regency? The purpose of this research related to scientific
development is to contribute to good governance-based governance, especially in the Eastern Indonesia region,
which is still faced with limited infrastructure. This study uses a qualitative descriptive approach, the data
sources are primary and secondary data. Collecting data through observation, interviews, and documentation
studies. The research location is in Wae Ri'i District, Manggarai Regency, East Nusa Tenggara (NTT), taking
into account the phenomena that occur such as non-transparent service times and limited infrastructure.
Triangulation is used to test the validity of the data, namely the persistence of observations, and triangulation of
sources. The stages in data analysis consist of data reduction, data presentation, and data validation. The results
of this study indicate that the dynamics of the Camat's role in realizing good governance in Wae Ri'i District,
Manggarai Regency has been well implemented and in accordance with the principles of good governance.
KEYWORDS: Good governance; community participation, legal certainty; transparency; effectiveness; justice;
The Influence of Service Quality on Service User Satisfaction at KPKNL JemberAJHSSR Journal
ABSTRACT :The government has an obligation to provide services to the community as stated in the 1945
Constitution and in more detail it is stated in Law Number 25 of 2009 concerning Public Services (Public
Service Law). Public services or services to the community are carried out by empowering all existing
government resources, both in the form of public goods and public services as stated in Article 5 paragraph (1)
of the Law on Public Services. These services cover all aspects of national and national life starting from
defense, security, education, economy, health and others, which are carried out by government agencies in
accordance with their respective fields. The purpose of this study was to test and analyze the effect of service
quality indicators (tangibles, reliability, responsiveness, assurance, empathy) simultaneously and partially on the
satisfaction of users of state property management services at KPKNL Jember, as well as to see the most
dominant variables in service quality. The sample in this study was 60 respondents who used purposive
sampling technique. Data analysis used multiple regression test, hypothesis testing and coefficient of
determination (R2
). Based on the results of the study, it explains that all service quality variables (tangibles,
reliability, responsiveness, assurance, empathy) have a simultaneous effect on service user satisfaction while
partially there are four variables that influence them (tangibles, reliability, responsiveness and assurance) then
one other variables (empathy) have no effect on service user satisfaction. Of the five variables, it turns out that
tangible variables (Physical Evidence) have a dominant influence on service user satisfaction.
KEYWORDS :Influence, Service Quality, Service User Satisfaction
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
The Citizens First 7 survey measured service reputation, quality and recent experience across levels of government in Canada. Key findings include:
1. Service reputation scores across all levels of government showed improvement or sustained gains compared to previous surveys, reaching an all-time high for some.
2. Specific municipal service quality scores also increased in some areas like composting and traffic management, though traffic management and transit still received lower ratings. Some provincial services like police and courts improved while EMS declined.
3. The new ICCS Client Satisfaction Model was used to assess recent service experience, finding an average score of 67 out of 100 across jurisdictions but with variation. On average only 12% reported active dissatisfaction with
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
The Content Automation Plan for Make.com and Zapier involves streamlining content creation and distribution processes for maximum efficiency. By integrating Zapier with Make.com's content management system, we automate repetitive tasks such as content scheduling, social media posting, and email marketing. This integration enables seamless data transfer between platforms, reducing manual effort and increasing productivity. We create custom workflows tailored to Make.com's specific needs, optimizing content distribution across various channels and audience segments. Additionally, we implement triggers and actions to automate content updates, ensuring timely and relevant information delivery. By leveraging Zapier's automation capabilities, Make.com can scale content production and distribution efforts while maintaining consistency and quality. This strategic approach not only saves time and resources but also enhances Make.com's ability to engage audiences effectively in the dynamic digital landscape.
"The Story of Caterpillar" is a charming children's book that follows the journey of a tiny caterpillar as it grows, transforms, and ultimately blossoms into a magnificent butterfly. Through vivid illustrations and captivating storytelling, young readers are invited to witness the caterpillar's remarkable metamorphosis, learning valuable lessons about resilience, change, and the beauty of transformation along the way. This heartwarming tale celebrates the wonders of nature and the power of self-discovery, inspiring children to embrace growth and embark on their own journeys of exploration and transformation. "The Story of Caterpillar" is sure to enchant and delight readers of all ages.
Weitere ähnliche Inhalte
Ähnlich wie Published Research Paper on ICPAD 7th Conferrance
1) The document discusses the importance of staff skills in improving the performance of public services in Bahrain's public sector.
2) A study was conducted using a questionnaire to assess citizens' perceptions of staff skills, with results showing moderate ratings for staff skills levels.
3) The study found a direct relationship between staff skills (the independent variable) and public service performance (the dependent variable). Improving staff skills can enhance public service performance.
A Literature Review On Quality Models For Online E-Government ServicesKate Campbell
This document summarizes a literature review on quality models for online e-government services. It discusses how traditional and e-government services have been evaluated for quality, with different methodologies analyzing key dimensions like expectations, specifications, delivery and perception. The review aims to identify an existing methodology or develop a new one specifically for evaluating quality of local online e-government services. It outlines gaps between consumer expectations, management perceptions, specifications, delivery and communication that models have sought to address. The chapter sets the stage for further research adapting or creating a comprehensive model for this purpose.
Identify factors affecting customer`s satisfaction: the Case study of Post Ba...inventionjournals
The banking industry is one of the service industries that are very sensitive. So the quality of the service they offer has strong impact on customer`s satisfaction. Most banks and credit institutions are trying to gain more market share so they are trying to adopt better methods and procedures of the more diverse services to attract more customers to enhance their profitability, but most of them are ignored of the elements.That can make them Top among competitors and can be regarded as an advantage. Staffing and support, and customer`s satisfaction are the missing elements and are essential for achieving the goals and progress of the Bank.Variables that were examined in this study were as the following:1. Physical factors on customer`s satisfaction 2- service factors on customer`s satisfaction 3-behavioral characteristics of the staffs on customer`s satisfaction 4. the condition of goods and services on customer`s satisfaction. For this study population was considered as clients of Post Bank in Khodabande city. Their number in one branch per month as an average is the equivalent of 6,000 to 7,000 customers. 384 customers were selected as a sample randomly using Kokran formula.Which utilizes a sample of sampling were sent Based on the results obtained in this section can be stated that Customers` look at how the banking staffs behave them is more important for them than any other factors. That’s why more attention should be paid to the staff behaviours in order to increase the customer`s satisfaction.
The document describes task flow diagrams created to analyze how social workers currently find social services for homeless clients and how the process could be improved. The diagrams show the current lengthy process of searching various sites for each service's details and transportation options. New design diagrams incorporate filters to narrow agencies by clients' criteria upfront, keyword search, map visualization of locations and bus routes, and icons summarizing key agency information to streamline the referral process.
My Voice is a platform for improving public services
through citizen feedback. It is comprised of two mutually
reinforcing components: a technology platform and a
programmatic model for engaging governments and
service providers. Together, they enable My Voice to
collect, manage, and analyze citizen feedback for greater
government accountability.
Meet Reboot at this year's IAD Summit in Abuja www.extensia-events.com
BUREAUCRATIC ETHICS IN PUBLIC SERVICES CASE STUDY: OFFICE OF THE NATIONAL LAN...IAEME Publication
This study aims to examine and analyze how the ethics of bureaucrats in public
service in the field of land, and detect factors that affect the ethics of public service
bureaucrats in the field of land, as well as find effective solutions for the apparatus in
enforcing the ethics of public services in accordance with the established moral
standards and standard rules. The type of research used is a qualitative approach, in
order to know and understand the ethics of bureaucrats by using indicators of equality,
equality, loyalty, and responsibility in public services at the Office of the Ministry of
Agrarian Affairs and the National Land Agency of North Luwu Regency. Research
results show that based on equality, equality, and loyalty and responsibility aspects as
an indicator in assessing bureaucrat ethics, the fact that ethics / morale of bureaucrats
in the public service in the land sector is still low. Facts on the ground prove that there
are still practices that are not commendable in providing services to citizens who need
land services. One of the causes of the low ethics of bureaucrats in the function of land
service is the moral quality of each personnel of the apparatus itself, in addition to the
welfare factor that has not been too supportive to meet the needs and welfare of
employees.
The document discusses people-centric service delivery in selected government departments in Kerala. It notes that while Kerala has taken various initiatives to improve service delivery, government services still face issues like delays, inefficiencies and lack of responsiveness to citizen needs. The study assessed service delivery processes in the departments of Revenue, Land Records, Registration, Food & Civil Supplies and Police. It found gaps like lack of infrastructure, siloed functioning of departments, absence of citizen feedback mechanisms and monitoring of service delivery. The report provides recommendations to orient government systems and functions towards citizen needs and make service delivery more people-centric.
Impact of Service Quality and Product Innovation on Public Satisfaction and T...AJHSSR Journal
ABSTRACT :Efforts to exploit the potential of the village for tourism purposes are increasing. One of the
potentials that can be developed in rural areas in Banyuwangi Regency is the application of the Smart Kampung
System. The purpose of this study was to determine the effect of service quality and product innovation on
community satisfaction and trust in the Village Government with the Smart Kampung system in Banyuwangi.
The population of this study is the entire population in 189 villages in Banyuwangi Regency with a total of
1,549,412 inhabitants. The sample was determined based on Roscoe's opinion, with a total sample of 378
respondents. The analysis technique used is the Structural Equation Model (SEM) using WarpPLS 5.0. The
results of data analysis indicate that the service quality variable, Smart Kampung innovation has a significant
effect on community satisfaction, and has a significant effect on community satisfaction. The service quality and
innovation of Smart Kampung have a significant effect on public trust. Community satisfaction has a significant
effect on public trust in Banyuwangi Regency.
Keywords -service quality; product innovation; satisfaction; public trust.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Scanned with CamScannerRunning Head NEEDS ASSESSMENT AS.docxjeffsrosalyn
Scanned with CamScanner
Running Head: NEEDS ASSESSMENT ASSIGNMENT
NEEDS ASSESSMENT ASSIGNMENT
Needs Assessment Assignment
Name: Gabrielle McNeely
Institutional Affiliation: Strayer University
Needs Assessment Assignment
Title: Needs Assessment
Specific Purpose:
To notify diverse organizations, regarding the aspect of needs assessment and human service leadership.
General Purpose:
The main goal of this research is looking at economic changes in human service which are the leadership crisis, which explains the decrees of experienced leaders wanting to work in a nonprofit organization setting. Research has discovered that the workers in human services do not want to transition into upper management positions (Watson &Hoefer, 2014). Other economic changes in human services depend on leaders being diverse and relatable to all races, genders, and ages in the workplace.
Thesis Statement:
According to our (Lu, 2013), research reveals political and pragmatic forces outweigh economic rationality in human service contracting decisions. Government contracted human service programs can pose a threat to government employees by causing job loss and wage reductions.
Introduction
Government contracting is heavily influenced by different groups of actors within the government such as public employees, who can influence the government contracting decisions. Nonprofit organizations can serve local communities better than government agencies. Also, at times, the demand for human services outweighs what the government contract provisions for, and the government cannot satisfy or meet the needs of everyone. Lu also revealed that states with stronger non-profit advocacy are more likely to contract out their human service production.
A more open-ended approach is to use the Internet so that people can describe what they like if they are current consumers or what services they would like if they were to use your program in the future. Provide an easily accessible part of the website for people to request more information or for making suggestions about your services. Also, make sure that someone responds on a daily basis. A word of caution: do not over-rely on the Internet to obtain feedback on your services. Not all of your consumers can access the Internet, and be mindful that overusing Internet surveys can be perceived as pestering.
Attention Getter:
Did you know that in the human services field, the person or entity paying for the service is usually not the consumer of the service (except in those few instances where clients pay full fee)?
Body
Because many organizations experience more demand for their service than what their resources will allow, because dissatisfied clients who leave the agency can be replaced by someone else on a waiting list, and because funding limitations force agencies to reduce services, agency staff may tend to treat their consumers with less care and consideration (Hasenfeld, 2015). The term customer is.
Development Issues and Problems of Selected Agency in Sorsogon, An investigat...journal ijrtem
This study investigated the development issues and problems facing selected agencies in Sorsogon Province, Philippines. Through focus group discussions, the study identified the most significant issues as being understaffing, poor communication, poor policy implementation, and lack of performance feedback mechanisms. These issues negatively impacted agencies' management and performance by leading to overworked employees, decreased productivity, and inability to properly monitor programs. To address these problems, the study recommends improving staffing levels, investing in information technology to enhance communication, and establishing stringent monitoring of agencies by oversight bodies.
Public Service Motivation Model in Rural and Urban Land and Building Tax Serv...AJHSSR Journal
This document discusses a study on the public service motivation model in rural and urban land and building tax services in Banyuasin Regency, South Sumatra, Indonesia. The study found that payment of rural and urban land and building taxes in 2022 did not reach targets and some tax bills were unpaid. The motivation for tax officers and village heads to provide services was still not optimal, as people remained hesitant to pay taxes. Public service motivation among officers needs to be improved to enhance tax collection and services. The concept of public service motivation emphasizes beliefs, values and attitudes that encourage employees to serve others and society beyond personal interests.
The Effectiveness of E-Government Initiatives in Improving Public Service Del...AJHSSR Journal
ABSTRACT: E-government initiatives have become increasingly popular as a means of improving public
service delivery and citizen engagement. However, there is a need for a comprehensive understanding of the
effectiveness of e-government initiatives and the factors that influence their success. This literature review aims
to synthesize empirical studies published between 2010 and 2021 on the effectiveness of e-government
initiatives in improving public service delivery. The review identified 42 studies that examined various aspects
of e-government initiatives, such as access to services, service quality, citizen satisfaction, trust, participation,
and impact on governance. The review found that e-government initiatives have the potential to improve public
service delivery by enhancing access, quality, and citizen engagement. However, the success of e-government
initiatives depends on several factors, such as adequate infrastructure and resources, effective governance and
leadership, stakeholder involvement and collaboration, and user-centered design and evaluation. The review also
identified several challenges and barriers to the implementation of e-government initiatives, such as digital
divide, data privacy and security, legal and regulatory frameworks, and citizen resistance and skepticism. The
review suggests the need for more research that adopts interdisciplinary and cross-sectoral approaches and
attends to the ethical and social implications of e-government initiatives. This review provides insights into the
current state of knowledge on e-government initiatives and their impact on public service delivery.
KEYWORDS : e-government, effectiveness, impact, public service delivery
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
The Dynamics of Good Governance Implementation in WAE RI’I District, Manggara...AJHSSR Journal
ABSTRACT : Since reform began in Indonesia, good governance has become a reference for the government
in running the government, including in Wae Ri'i District, Manggarai Regency, East Nusa Tenggara (NTT). The
problem in this study is how are the dynamics and constraints faced by the sub-district head in realizing good
governance in Wae Ri'i District, Manggarai Regency? The purpose of this research related to scientific
development is to contribute to good governance-based governance, especially in the Eastern Indonesia region,
which is still faced with limited infrastructure. This study uses a qualitative descriptive approach, the data
sources are primary and secondary data. Collecting data through observation, interviews, and documentation
studies. The research location is in Wae Ri'i District, Manggarai Regency, East Nusa Tenggara (NTT), taking
into account the phenomena that occur such as non-transparent service times and limited infrastructure.
Triangulation is used to test the validity of the data, namely the persistence of observations, and triangulation of
sources. The stages in data analysis consist of data reduction, data presentation, and data validation. The results
of this study indicate that the dynamics of the Camat's role in realizing good governance in Wae Ri'i District,
Manggarai Regency has been well implemented and in accordance with the principles of good governance.
KEYWORDS: Good governance; community participation, legal certainty; transparency; effectiveness; justice;
The Influence of Service Quality on Service User Satisfaction at KPKNL JemberAJHSSR Journal
ABSTRACT :The government has an obligation to provide services to the community as stated in the 1945
Constitution and in more detail it is stated in Law Number 25 of 2009 concerning Public Services (Public
Service Law). Public services or services to the community are carried out by empowering all existing
government resources, both in the form of public goods and public services as stated in Article 5 paragraph (1)
of the Law on Public Services. These services cover all aspects of national and national life starting from
defense, security, education, economy, health and others, which are carried out by government agencies in
accordance with their respective fields. The purpose of this study was to test and analyze the effect of service
quality indicators (tangibles, reliability, responsiveness, assurance, empathy) simultaneously and partially on the
satisfaction of users of state property management services at KPKNL Jember, as well as to see the most
dominant variables in service quality. The sample in this study was 60 respondents who used purposive
sampling technique. Data analysis used multiple regression test, hypothesis testing and coefficient of
determination (R2
). Based on the results of the study, it explains that all service quality variables (tangibles,
reliability, responsiveness, assurance, empathy) have a simultaneous effect on service user satisfaction while
partially there are four variables that influence them (tangibles, reliability, responsiveness and assurance) then
one other variables (empathy) have no effect on service user satisfaction. Of the five variables, it turns out that
tangible variables (Physical Evidence) have a dominant influence on service user satisfaction.
KEYWORDS :Influence, Service Quality, Service User Satisfaction
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
The Citizens First 7 survey measured service reputation, quality and recent experience across levels of government in Canada. Key findings include:
1. Service reputation scores across all levels of government showed improvement or sustained gains compared to previous surveys, reaching an all-time high for some.
2. Specific municipal service quality scores also increased in some areas like composting and traffic management, though traffic management and transit still received lower ratings. Some provincial services like police and courts improved while EMS declined.
3. The new ICCS Client Satisfaction Model was used to assess recent service experience, finding an average score of 67 out of 100 across jurisdictions but with variation. On average only 12% reported active dissatisfaction with
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
Ähnlich wie Published Research Paper on ICPAD 7th Conferrance (20)
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Poshurhatt User Manual Overview
Slide 1: Introduction
Welcome to Poshurhatt
Overview of the Mobile App
Slide 2: Getting Started
Installation Process
Account Registration
OTP Verification
Slide 3: App Interface
Mobile-Friendly Design
Responsive Layout
User-Friendly Navigation
Slide 4: User Registration and Verification
Secure Registration Process
OTP Verification
Slide 5: Nationwide Coverage
Collaboration with Local Administrations
Livestock Worker Contributions
Slide 6: Direct Farmer Integration
Farmer Registration
Uploading Livestock Details
Photos, Videos, Height, Weight, Age
Slide 7: Buyer Engagement
Buyer Registration
OTP Verification
Access to Livestock Information
Slide 8: Real-Time Communication
In-App Messaging Features
Negotiation and Purchase Arrangements
Slide 9: Customized Delivery Options
Direct Communication for Delivery
Choosing Preferred Locations
Slide 10: User Support and Information
Question Bank
Usage Guidelines
Contacting Farmers for Additional Information
Slide 11: Localized Assistance
Providing Contact Information
Direct Communication for Assistance
Slide 12: Interactive User Interface
Navigating the App
Uploading Information
Engaging in Transactions
Slide 13: Troubleshooting
Common Issues and Solutions
Slide 14: FAQs
Frequently Asked Questions
Slide 15: Conclusion
Thank You
Feedback and Support
Features of this app.
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The platform collaborates with local district administrations, allowing livestock workers across the country to directly contribute and update detailed information about their livestock.
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Farmers in specific regions can directly join the platform, providing comprehensive details about their livestock, including photos, videos, height, weight, and age, without physically attending the market.
4. Buyer Engagement from Anywhere:
Buyers from any location can register and verify themselves using OTP, gaining access to livestock information from all regions. They can directly communicate with sellers and choose their preferred location for livestock delivery.
5. Real-Time Communication:
The app facilitates real-time communication between buyers and sellers, allowing them to discuss details, negotiate, and arrange for the purchase and delivery of livestock.
6. Secure Registration and Verification:
Users, whether farmers or buyers, undergo a secure registration process, ensuring the authenticity of information. Verification through OTP adds an extra layer of security.
7. Customized Delivery Options:
Buyers can communicate directly with sellers to choose the most convenient location for the delivery of purchased livestock.
8. User Support and Information:
A question bank and usage guidelines are provided to assist buyers in understanding essential considerations when purchasing livestock. Users can also contact farmers directly for additional information and assistance.
9. Localized Assistance:
Farmers are encouraged to provide their contact information, allowing potential buyers to call for any assistance or additional information about the livestock they are interested in.
10. Interactive User Interface:
The app features an intuitive and interactive user interface, making it easy for both farmers and buyers to navigate, upload information, and engage in transactions.
Masudur Rahman is a government officer with over 14 years of experience managing IT projects for the government of Bangladesh. He has a Bachelor's degree in computer science and is a certified Project Management Professional (PMP). His experience includes roles as an assistant commissioner, project manager, team lead, and programmer. He is currently working as an assistant commissioner and as a facilitator for PMP exam preparation courses.
Module 12 - Project Management
Total Sessions: 27
Session Covered:
1. Fundamental of Project Management
2. Economic Evaluation, EMP, EIA, Gender and sensitivity evaluation
3. Visit to a renowned Project and preparation of DPP, TAPP & RDPP
4. Project Approval Process
5. Microsoft Project in Project Management
6. Project Budget Preparation with IBAs++
This session covers following points:
1. Business: Functions, Inputs & Classification
2. Projects in Business Ecosystem & Importance
3. What is Project, Program Vs. Project
4. Project Management Life Cycle
5. The Role of Project Manager
Agile Project Management
6. Project Management Today: A Socio-Technical Approach
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1. Towards a More Effective and Efficient Public Service Delivery
Ecosystem: A Human Rights-Based Approach of the Citizen’s Charter
Walid Mohammad, Assistant Secretary, Ministry of Foreign Affairs, walid.mofa.bd@gmail.com
Humayra Sultana, Assistant Commissioner, Office of the Deputy Commissioner, Moulovibazar, humayrasultana457@yahoo.com
Md.Rifatul Haque, Assistant Commissioner, Office of the Deputy Commissioner, Sunamganj, rifathaque37@gmail.com
Md. Masudur Rahman, Assistant Commissioner, Office of the Deputy Commissioner, Sirajganj, masud37bcs@gmail.com
Introduction
Effective and efficient public service delivery is
an extremely important issue in the context of
present- day Bangladesh, which is why it is
important to judge citizens’ satisfaction
regarding public service delivery. In this study,
the authors studied the satisfaction level of
service recipients across several field-level
government offices of two districts of
Bangladesh (Kushtia and Chattogram). The
authors also explored the linkage between the
usage of citizen’s charter as per the government
guidelines and client’s satisfaction regarding
public service delivery. Pearson correlation
coefficient was used to explore the correlation
between proper usage of citizen’s charter and
citizen satisfaction. Based on the information
extracted from the field survey and the PANEL
principles of the human rights based approach
the authors proposed necessary tweaking of the
western concept of citizen’s charter to make the
citizen’s charter more suitable in a developing-
world setup like Bangladesh.
Literature Review
In the present day of Bangladesh, efficient and
effective service delivery has become an integral
part of the government offices where most of the
service holders are not aware of the quality of
the services. Oludele Akinloye Akinboade
analyzed the citizen satisfaction with the public
service delivery in the three local municipalities
of South Africa (1). Dr. Shahriar Akter,
Mohammad Upal and Umme Hani from
University of Wollongong conducted a study
over the sub-urban hospitals of Bangladesh.
They have shown a negative relationship
between the perception and the satisfaction of
the service quality in the health sector (2).
Gilbert Chodzaza and Harry Gombachika
assessed the industrial customers of a public
electricity utility in Malawi regarding the same
manner.(3)
Methodology
In this study, both primary and secondary
data have been collected. The study was
empirical and exploratory in nature and
therefore the information presented is based
on both primary & secondary data. Primary
data is collected using the questionnaires
which were both the structured and semi-
structured in nature. The structured
questionnaire was mainly for the stake
holders and the semi structured one was for
the government officials. Moreover,
personal interview, focus group discussion
was also done with the service recipients to
gather more information regarding the
study.
The research was done in the different offices of
the district and the Upazila level of Kushtia &
Chattogram. In every office, at least two service
recipients were interviewed for the
questionnaire survey. Also minimum one semi-
structured interview was taken from a
government official regarding the topic of the
study. The duration of the research study was
three weeks.
Two types of data were collected from several
offices-
data regarding satisfaction level of
service recipients
data regarding the proper usage of
citizen’s charter
*The questionnaire for data collection is
attached in the appendix section.
In this research both qualitative and quantitative
methods were used. Primary data was collected
thorough key informant interview (KII).
Secondary data was collected through annual
reports, annual performance agreement (APA)
etc.
Data is collected through questionnaire
interview, personal contact, Participatory Rural
Appraisal (PRA) and Focus Group Discussion
2. (FGD) with the target peoples. For questionnaire
interview a set of questionnaire was prepared
which is composed of both closed and open form
of questions. Individual interviews were carried
out from the target population randomly. A total
of 25% targeted people were interviewed
personally. Three FGD sessions were carried out
in the sampling area consisting of 12-15 target
people. Secondary data was collected from the
respective Upazila and district offices.
For data collection from different target groups
non probability purposive sampling technique
was used as data collection method.
Findings
Satisfaction Level of Service Recipients
The survey was done in several offices across
the district of Kushtia & Chattogram. The office
demography are as follows:
Table 1: Number of offices undertaken for
survey
No. of
offices
studied at
District
No. Of
offices
studied at
Upazila
Kushtia 6 7
Chattogram 17 11
The demography of the service recipients were
52 male (63%) vs. 30 female (37%) combined. It
reflects the patriarchal culture of the country,
where males are responsible for most of the
outside work. From the perspective of
distribution by age, majority of the respondents
were in the age bracket of 40-60 years.
Table 2:Demography of service seekers
Age Group Percentage
0-20 0
21-40 34
41-60 43
60+ 23
The respondents were asked about questions
regarding the- infrastructure, office personnel,
and office culture and service delivery.
Three statements covering the equipment and
instruments that are being used in the office,
the physical infrastructure of the office and the
aesthetics were presented before the
respondents.
Figure 1: Service Recipients' View about the Infrastructure
of the District Offices
Ten statements were asked covering areas
such- the dress-up and aesthetics of the
personnel, the depth of knowledge of the
personnel about the provided services and the
pro-people attitude of the personnel, etc.
Figure 2: Service Recipients' View about the Personnel of
the District Offices
Figure 2 shows that majority of the people
agreed or partially agreed that the personnel
working in the district offices mostly had the
attitude of that of an ideal one.
Six questions were put into the questionnaire to
analyze the perception of the respondents’
covering- the emphasis of the office on
immaculate records, the respondents’
perception of safety regarding financial
transactions in the office, the service providing
schedule of the office, etc.
0
5
10
15
20
25
30
Infrastructure (District)
Expectation Reality
0
10
20
30
40
50
60
70
Personnel (District)
Expectation Reality
3. Figure 3: Service Recipients' Perception about the Culture
of the District offices
Figure 3 shows that almost all of the
respondents agreed that the office culture was
pro-people and matched that of an ideally
expected office.
In next phase, statements covering facets such
as-whether the service is delivered within given
timeframe, whether the office delivers the
service during the first meeting with the
recipient, etc. were raised.
Figure 4: Service Recipients' Perception about the Service
Delivery of the District Offices
Figure 4 shows that majority of the recipients
had positive feedback about the service
delivery of the district level offices of Kushtia &
Chattogram.
In Upazila offices too, the respondents were
asked about questions regarding the-
infrastructure, office personnel, office’s culture
and service delivery.
Three statements about an ideal office’s overall
infrastructure were presented before the
respondents. The respondents were asked
whether they agree or not that the
infrastructure of the office in question is similar
to the ideal scenario or not.
Figure 5: Service Recipients' View about the Infrastructure
of the Upazila Offices
Figure 5 shows a significant portion of the
respondents were not happy with the
infrastructural facilities of the Upazila level
offices, which is in contrast with the district
level offices.
Statements were placed in the questionnaire to
analyze the experience of the service recipients
regarding the behavior and overall impression
of the office personnel.
0
5
10
15
20
25
30
35
40
45
Office Culture (District)
Expectation Reality
0
5
10
15
20
25
Service Delivery (District)
Expectation Reality
0
5
10
15
20
25
30
35
40
45
Infrastructure (Upazila)
Expectation Reality
4. Figure 6: Service Recipients' View about the Personnel of
the Upazila Offices
Figure 6 shows the perception about the
Upazila level personnel is a mixed one and a
significant portion of respondents think that the
behavior and work ethic of the office personnel
are not good enough.
Similar survey was conducted for the culture of
the office matched with that of an ideal one in
Upazila level.
Figure 7: Service Recipients' Perception about the Culture
of the Upazila Offices
Figure 7 shows that majority of the respondents
agreed that the office culture was on the right
track.
Likewise the survey on service delivery on
Upazila level offices resulted in:
Figure 8: Service Recipients' Perception about the Service
Delivery of the Upazila Offices
Figure 8 shows that a significant number of
respondents felt that service delivery in the
Upazila level offices had major room for
improvement.
In later part, the questionnaire of the survey
form given in Appendix-B is presented. The
survey was conducted to analyze - whether the
offices displayed citizen’s charter or not,
whether the offices maintained proper
guidelines (Governance Innovation Unit, 2017)
regarding preparing citizen’s charter or not.
All the offices in the district level displayed the
citizen’s charter in their offices.
The citizen’s charters were inspected from
three perspectives- whether the citizen’s
charter displayed all the necessary information
about service receiving, whether the citizen’s
charter displayed all the necessary information
regarding the official who will be providing the
service, whether the citizen’s charter displayed
all the necessary information regarding the
higher official in case of any grievances from the
service seeker.
Six elements were inspected including- List of
services provided, Information related to
timeline of service disposal, Description of all
the necessary documents which are required
for receiving a service, Information about the
location of necessary documents which are
required for receiving a service, Costs of
receiving services, Information about payment
method.
0
20
40
60
80
100
120
140
Personnel (Upazila)
Expectation Reality
0
10
20
30
40
50
60
70
80
90
Office Culture (Upazila)
Expectation Reality
0
5
10
15
20
25
30
35
Completely
Disagree
Partially
Disagree
Partially
Agree
Completely
Agree
Service Delivery (Upazila)
Expectation Reality
5. It was found that on an average, 53% of the
required information regarding the services
that were being provided by a certain office
were not displayed in the citizen’s charter.
Presence of five information were inspected-
Designation of the responsible official, Room
number of the responsible official, Land phone
number of the responsible official, Mobile
number of the responsible official, E-mail of the
responsible official.
It was found that, only 33% of the necessary
information were showed regarding the official
responsible for service delivery.
Only 33% of the necessary information were
showed regarding the official responsible for
service delivery.
Similar survey was conducted at Upazila offices
and all but 86% office in the Upazila level
displayed the citizen’s charter in their offices.
On an average, 53% of the required information
regarding the services that were being provided
by a certain office were not displayed in the
citizen’s charter.
Only 27% of the necessary information were
showed regarding the official responsible for
service delivery.
The same five issues that were inspected for the
responsible official were also inspected in this
case. Only 17% of the necessary information
were showed regarding the official responsible
for service delivery.
In this section the findings of the survey are
analyzed from different perspectives and strong
and weak suits of district and Upazila level
offices are identified.
From the perspective of infrastructure, the
respondents were much more positive about
the infrastructure of the district level offices,
rather than the upazila level ones.
Table 3: Strong and Weak Suits of Offices Regarding
Infrastructure
Administrative
Unit
Issue(s)
with the
Most
Negative
Perception
Issue(s)
with the
Most
Positive
Perception
District Aesthetics Nothing
singularly
stood out
Upazila Necessary
equipment
Nothing
singularly
stood out
Table 3 shows the strong and weak suits of the
offices regarding infrastructural facilities.
From the perspective of infrastructure, the
respondents were much more positive about
the infrastructure of the district level offices,
rather than the Upazila level ones.
Table 4: Strong and Weak Suits of Offices Regarding
Office Personnel
Administrativ
e Unit
Issue(s) with
the
Most Negative
Perception
Issue(s)
with the
Most
Positive
Perceptio
n
District Lack of
trustworthines
s
Fast
service
providing
Upazila Lack of
helpfulness
Fast
service
providing
Table 4 shows the strong and weak suits of the
offices regarding office personnel.
From the perspective of infrastructure, the
respondents were much more positive about
the infrastructure of the district level offices,
rather than the Upazila level ones.
Table 5: Strong and Weak Suits of Offices Regarding
Office Culture
Administrative
Unit
Issue(s) with
the
Most
Negative
Perception
Issue(s)
with the
Most
Positive
Perception
District Inconsiderate
towards
recipients’
interest
Congenial
office
timing
Upazila Inconsiderate
towards
recipients’
interest
Flawless
record
keeping
Table 5 shows the strong and weak suits of the
offices regarding office culture.
6. From the perspective of infrastructure, the
respondents were much more positive about
the infrastructure of the district level offices,
rather than the Upazila level ones.
Table 6: Strong and Weak Suits of Offices Regarding
Service Delivery
Administrative
Unit
Issue(s)
with the
Most
Negative
Perception
Issue(s)
with the
Most
Positive
Perception
District Nothing
singularly
stood out
Following
promised
timeframe
Upazila Not
providing
service
during the
first visit
Following
promised
timeframe
Table 6 shows the strong and weak suits of the
offices regarding service delivery.
In this section the authors explore whether
there is any correlation between maintaining
citizen’s charter and overall satisfaction of
service receivers.
Table 7: Score Matrix for Calculating Correlation
Office Name Citizen's
Charter
Score
Service
Recipient
Score
Accounts Office 0.125 0.772727
Accounts Office 0.125 0.636364
Co-operative 0.375 0.863636
Family Planning 0.375 0.681818
Family Planning 0.125 0.863636
Health Complex 0.25 0.363636
Ma o Shishu Kalyan
Kendro
0 0.5
Police Station 0.8125 0.931818
Pourasava 0.375 0.568
Primary Education 0.6875 1
Social Welfare 0.625 0.636364
Sub Registrar 0.25 0.712273
Zilla Parishad 0.0625 0.545455
In this case two scores were computed.
Citizen’s Charter Score, CCS
The score was calculated using the
following the following formula
𝐶𝐶𝑆 =
𝑇𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑖𝑠𝑠𝑢𝑒𝑠
𝑝𝑟𝑜𝑝𝑒𝑟𝑙𝑦
𝑚𝑎𝑖𝑛𝑡𝑎𝑖𝑛𝑒𝑑
𝑖𝑛
𝑡ℎ𝑒 𝑐ℎ𝑎𝑟𝑡𝑒𝑟
16
Service Recipient Score, SRS
The score was calculated using the
following formula
𝑆𝑅𝑆 =
Total number of issues
that garnered
positive notion
22
It is to be noted that in the questionnaire
regarding the citizen’s charter there were 16
issues and in the service recipient one there were
22 issues.
Figure 9 graphically represents the relationship
between CCS and SRS that were extracted from
the study.
Figure 9: Correlation between CCS and SRS
The Pearson Correlation Co-efficient between
the two scores is 0.54; which suggests a weak
positive correlation between the proper usages
of citizen’s charter and overall service recipient
satisfaction.
The GARTTI Method
The Human Rights Based Approach or HBRA
has five core elements in its PANEL principles-
Participation, Accountability, Non-
discrimination & Equality, Empowerment and
Legality. Studies show (Lee & Kwak, 2012) that
any approach regarding mass involvement has a
better rate of success if the PANEL principals
are fulfilled. That is why the authors are
0
0.2
0.4
0.6
0.8
1
1.2
1 2 3 4 5 6 7 8 9 10 11 12 13
Correlation
CCS SRS
7. proposing a novel approach of designing the
citizen’s charter that would better realize the
PANEL principles of HBRA and also cater to
the localized needs of a specific country or a
culture.
Figure 10: PANEL principles of Human Rights Based
Approach
The approach can be called the GARTTI
approach of designing the citizen’s charter. The
GARTTI approach is a mixture of agile
approach of system development and the
HBRA. Though agile approach (Beck, et al.,
2001) is primarily used for software
development it is increasingly getting popular in
development of generalized systems. The basic
idea of agile development is to develop a system
through collaborative efforts from both the
developers and the users through multiples
cycles of development. This approach can be the
made to fit into the realm of public service
delivery if provisions of ensuring basic human
rights are considered, rather than the market
demand. The proposed GARTTI approach does
exactly that. In the GARTTI approach, a
citizen’s charter can be developed in multiples
cycles, with six steps in each cycle.
1. Ground Reality
The GARTTI cycle starts with identifying the
needs and expectations of the service recipients
from a particular public office. The idea is to
understand what people expect regarding a
specific public service delivery and find the
common ground between the scope of the office
with the people’s expectations. Though finding
the common ground is the ultimate goal, the
most important factor is to integrate
Figure 11: The Steps in GARTTI Approach
the facets of the lifestyle of the local service
recipients. For example, female service
recipients’ discomfort in the family planning
offices could have been eliminated with the
reassurance of all-women service facility, which
is existent but not publicized. That is why it is
important to consider the service recipients
concern in different societies to design more
effective citizen’s charters. Another example
can be the literacy rate. The citizen’s charter is
basically a written document which is
inaccessible to around 30% of people of
Bangladesh due to their inability to read. So,
alternative measures such as multimedia based
citizen’s charters can be displayed in areas of
high illiteracy rate.
Table 8:The GARTTI-PANEL Matrix
GART
TI
Steps
PANEL
Principles
Gro
und
Rea
lity
Ana
lysis
Ran
king
Tar
get
Sett
ing
Trac
king
Interna
tional
Benchm
arking
Particip
ation
✔ ✔ ✔
Accoun
tability
✔ ✔ ✔
Non-
discrimi
nation
&
Equalit
y
✔ ✔ ✔
Empow
erment
✔ ✔ ✔
Legality ✔
• Ensuring the participation of people
regarding designing a service delivery
or a decision making
Participation
• Continious monitoring to ensure the
protections of people's rights and
reparation if anything contrary happens
Accountability
• Ensuring equal treatment for all
irrespective of cast, creed , gender etc;
with necessary reservations for the
disadvantaged people
Non-
discrimination
& Equality
• Ensuring people's consciouseness
about their rights and providing
support the materialize the
consciousness
Empowerment
• Ensuring the compatibility of the
approaches taken with domestic and
international laws
Lagality
1. Ground
Reality
2. Analysis
3. Ranking
4. Target
Setting
5. Tracking
6.
International
Benchmarkin
g
8. 2. Analysis
Once the needs are identified based on ground
situation, the analysis phase can be started based
on the existent national laws and international
frameworks. Understanding the national system
is important. For example, a significant number
of service recipients were looking for
contraception services in the Mother and Child
Centers, which are out of scope of those centers.
Even the World Health Organization guidelines
enlist the provision of getting contraceptive
services of new mothers as a human right (World
Health Organization, 2014). However, it is
important to understand that it is not possible to
change responsibilities of an organization
overnight in developing countries. That is why
analysis should be done based on both ground
realities and legality to identify the gaps in
designing the existing system. Moreover, the
delivery process of the services should be
designed and conveyed based on the need and
limitations of the people. For, example, services
delivered in Women Affairs offices should be
designed in a way that do not require multiple
times of physical presence by the service
recipient and the awareness of the delivered
services should be made in such way so that the
women get access to such information even if
they stay at home.
3. Ranking
Once the services and their delivery process
have been identified the services should be
ranked based on real demand, in case there are a
lot of services that is provided by a single office.
Though the Citizen's Charter Handbook
(Governance Innovation Unit, 2017) developed
by the Governance Innovation Unit of
Bangladesh have provisions to enlist fewer
number of services to avoid overflow in the
citizen’s charter, there is no clear guideline on
how to select those services. Though, it is
tempting to select the most popular services, it is
important to not to leave any critical service.
Apart from that, it is also important to give the
services more importance which are tailor made
for the disadvantaged community or the
minority.
4. Target Setting
Currently the target setting is done through the
offices itself regarding delivery of different
services (Cabinet Division, 2015). Studies show
(Hollenbeck & Klein, 1987)that there are
tendencies of setting easier targets in case of
intentional goal setting. That is why it is
important to engage the service recipients in
terms of target setting. In this way, the service
recipients will be aware of the set targets, their
progress and will also understand about different
logistical limitations.
5. Tracking
In the current set up the tracking is done on
annual basis, which creates a time lag between
problems and solution. To overcome these, the
updated citizen’s charter in every cycle of the
GARTTI approach will also have the previous
targets, along with the current targets. In this
way, an inherent accountability can be ensured
along with the tracking of performance.
Moreover, for grievance redress, along with
mobile phone and physical accessibility
information of the designated officer; social
media accessibility information will be shown.
6. International Benchmarking
To ensure human rights based on the
international standard, it is important to compare
the service delivery performance with
international standards. However, comparing
the performance of developed countries with
that of the developing countries will not reflect
the real scenario. That is why it is important to
compare the performance and practice of
countries that share similar socio-economic
conditions and set international benchmarks
accordingly. Also, knowledge sharing can be
done in terms of designing the citizen’s charter,
with countries of similar socio-economic
conditions. Such comparisons will contribute
towards better performance and enhanced
accountability.
Each of these six steps ensures one or more
human rights according to the PANEL
principles. The GARTTI-PANEL matrix in
Table 8 shows which of the steps realize which
While (national performance < international
benchmark)
{
Check ground reality
Analyse
Rank but leave no one behind
Set targets with public participation
Track and monitor performance
}
9. PANEL principle. Cycles consisting of these six
steps will be re-run until the national
performance equals of supersedes the
international benchmarks.
Conclusion
Means of ensuring client satisfaction has been
topic of research for some time. For enhancing
public service delivery quality and efficiency,
Citizen Charter has been adopted in public
offices down to bottom most level. But the study
undertaken by authors reveal that, service
quality doesn’t wholly dependent on citizens
charter or a simple method only. Hence a human
rights based GARTTI method has been
proposed. The optimum client satisfaction with
regard to public service delivery can only be
achieved through combination of PANEL
entities. Six steps of GARTTI cycle has been
proposed for implementation. Proper practicing
of these steps can ensure client’s rights in public
service delivery.
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10. Appendix-A
Data Regarding Satisfaction Level of Service Recipients included 22 questions of each part of the
survey form was divided into four categories. Table shows the four categories the questions were
divided into.
Table 9: Categorization of the Questions in Service Recipient Survey Form
Category Question No
Infrastructure 1, 2, 4
Office personnel 3, 10, 11, 12, 13, 14, 16, 17, 20, 22
Office culture 6, 9, 15, 18, 19, 21
Service delivery 5, 7, 8
Appendix-B
The authors critically analyzed the citizen’s charter of each office and input the data in a form
(Appendix-B) which is represented by Table .
Table 10: Form to Collect Data about Citizen's Charter
Information about the Office
1.a Name of the Office:
1.b District:
1.c Upazilla (If applicable):
2 Whether citizen’s charter is being displayed? Yes: No:
3 If answer to the above question is “Yes”, then-
3.1 Location of the citizen’s charter- Inside: Outside: Both:
In the citizen’s charter-
3.2 All the provided services are enlisted- Yes: No:
3.3 Information related to timeline of service disposal
is given-
Yes: No:
3.4 Description of all the necessary documents which
are required for receiving a service are given-
Yes: No:
3.5 Information about the location of necessary
documents which are required for receiving a
service are given-
Yes: No:
3.6 Costs of receiving services are given- Yes: No:
3.7 Information about payment method is given- Yes: No:
Regarding the official who will be providing the service-
3.8 Designation is given- Yes: No:
3.9 Room number is given- Yes: No:
3.10 Land phone number is given- Yes: No:
3.11 Mobile number is given- Yes: No:
3.12 E-mail is given- Yes: No:
Regarding the higher official-
3.13 Designation is given- Yes: No:
3.14 Room number is given- Yes: No:
3.15 Land phone number is given- Yes: No:
3.16 Mobile number is given- Yes: No:
3.17 E-mail is given- Yes: No:
If the citizen’s charter is no up to the mark, mention three
main reasons behind it upon interview with the
concerned officials