Public Service Management

The purpose of this paper is to contribute to the understanding of public service quality in its relationship with citizen-customers satisfaction. The methodological choice consists of a synthesis of public service theories, a conceptual frameworks of service marketing and models of service quality. This theoretical synthesis made also possible to discuss the concepts of service quality and their application in the context of public administration. Thus, this article proposes a conceptual model of quality based on seven qualitative dimensions of the public service influencing citizen-customers satisfaction. The theoretical results indicate that these qualitative dimensions make it possible to grasp the contribution of quality to mastering the complexity of public service through citizen-customers satisfaction.

Diseño y ejecución de proyectos de simplificación administrativa. Experiencias desde la práctica profesional. Simplificación administrativa como paso previo a la administración electrónica y las iniciativas de calidad en la Administración, no desde el punto de vista dogmático, sino experiencias reales, y metodologías que se han aplicado.

Abstract For indoor environments, thermal discomfort must be clearly distinguished from the air pollution caused by outdoor air as well as by inside polluting agents. Full air conditioning of a room requires the introduction of a minimum ventilation air flow whose characteristics ...

This Impact Report identifies and summarises the diverse impacts, resulting from the £500m of UK funding of Science and Technology in 2013, using numerous quantitative metrics and short case study extracts.  It shows how the varied impacts of a national science and technology organization and its many funded programmes can be annually identified, captured, tracked, and summarised in a public document.

The report was produced for, and by, the Science and Technology Facilities Council (STFC) -  the UK Research Council responsible for funding: (1) all UK astronomy, particle and nuclear physics research, (2) related UK science and technology facilities (e.g. as Harwell and Daresbury), (3) the UK contribution to international science (e.g. CERN, international telescopes and space missions), (4) innovation and business spin-off programmes, and (5) UK public engagement activities.

The Report was co-researched and co-authored by the STFC Impact Team, including myself while Impact Evaluation Manager in 2013, with Dr. Claire Dougan-McCallie (lead author/Head of Impact) and Jenny Beard, with additional input from senior managers, and many data and case study contributions from other key managers across STFC.

Varied key impacts are identified and reported including:

• Research amongst the best (by citation impact) in astronomy, nuclear and particle physics.
• Supported research of 226 Principal Investigators in 70 universities, led to 1,100 peer-reviewed papers in 2012.
• Facilities (the Diamond Light Source, ISIS and CLF) were used in 2012/13 by over 4,200 unique users , in over 2,400 experiments, producing over 1,000 papers in peer-reviewed journals.

• Technology from CERN benefited the UK economy by over £100 billion every year.
• Funding the development of the UK’s space, internet and computer animation industries, returned over £500 billion to the UK economy per annum.
• Funded Innovation Campuses hosted over 230 enterprises and supported over 5,000 jobs.
• UK industry won £43 million in contracts from the international subscriptions funded, and had accumulated a total of £150 million since 2005.

• Funded research inspired future generations to study STEM subjects, attracting 90% of UK undergraduates to study physics, funded 782 PhD students  and 16,800 student training days.
• Between 2009 to 2012 public engagement programmes engaged people on 58 million occasions, with 2 million people engaged in face-to-face activities in 2013 alone.

Artykuł prezentuje wyniki badań przeprowadzonych w połowie 2014 r., mających na celu identyfikację oczekiwań władz małych miast wobec polskiej państwowej polityki rozwoju lokalnego. Jako źródło informacji o tych oczekiwaniach wybrano grupę 46 burmistrzów małych miast, natomiast jako metodę badawczą zastosowano sondaż diagnostyczny oparty na długim wywiadzie osobistym. Zidentyfikowane oczekiwania dotyczyły reformy systemu stałego finansowania gmin, zmian systemów dystrybucji środków unijnych, wyposażenia samorządów lokalnych w nowe instrumenty oddziaływania na ponadlokalne relacje ich gmin, redukcji antywzorców prowadzenia polityki, usuwania sprzeczności i niejasności prawa, a także zmian zasad funkcjonowania organu stanowiącego i wykonawczego władz lokalnych. Oczekiwania te można i należy traktować jako współczesne wyzwania państwowej polityki rozwoju lokalnego, ponieważ dotyczą one jej gruntownych, wielowymiarowych zmian. Ponadto rozpatrywane łącznie tworzą dla tej polityki wyzwanie, które można określić jako jej współczesne wyzwanie generalne. Jest nim oczekiwanie władz lokalnych, że władze państwowe zwiększą ich podmiotowość w definiowaniu i kreowaniu rozwoju kraju, pogłębiając swoją aprobatę dla paradygmatu rozwoju lokalnego.

[The article presents the results of research carried out in mid-2014 to identify the expectations presented by the authorities of small cities in the light of Polish state local development policy. 46 mayors were selected as the source of information about these expectations and a diagnostic survey based on long personal interviews was chosen as the research method. The expectations concerned the reform of the municipalities’ permanent funding system, changes in the systems governing EU funds distribution, providing local authorities with new instruments for shaping their municipalities’ supra-local relationships, reducing anti-patterns in policy and politics, eliminating contradictions and ambiguities in law, and changes in the rules governing both decisive and executive bodies of local authorities. The expectations discussed should be approached as contemporary challenges for state policy on local development, since the mayors refer to thorough and multidimensional alterations to that policy. Furthermore, if analysed jointly, the expectations constitute a challenge for this policy, which can be referred to as its general contemporary challenge. Local authorities expect that the state government will increase its subjectivity in defining and creating local development by extending its approval for the local development paradigm.]

Problematyka rozwoju lokalnego była wielokrotnie podejmowana w literaturze przedmiotu. Liczne prace poświęcone mu koncentrują się na jego celach, czynnikach, stymulowaniu go i na jego pomiarze. Mimo to, jak dotąd niewiele uwagi poświęcono pojęciu polityki rozwoju lokalnego prowadzonej przez władze lokalne. Kategorii polityk rozwoju lokalnego prowadzonych przez władze ponadlokalne w ogóle nie formułowano i nie omawiano. Polityki takie są jednak prowadzone w Polsce i za granicą, a ich znaczenie rośnie. Istnieje zatem potrzeba ich definiowania i charakteryzowania dla budowy aparatu pojęciowego wykorzystywanego w dyskursie naukowym, w praktyce projektowania i aplikacji tych polityk oraz w dydaktyce.
Artykuł to próba odpowiedzi na to wyzwanie. Otwiera go prezentacja genezy i istoty lokalizmu oraz koncepcji rozwoju lokalnego. Następnie sformułowano pojęcia rozwoju lokalnego postrzeganego z perspektyw lokalnej i ponadlokalnej oraz omówiono paradygmat rozwoju lokalnego, jego znaczenie i pozycje˛ wobec innych paradygmatów rozwoju. Bazując na lokalnej i ponadlokalnej perspektywach rozwoju lokalnego, sformułowano kategorie lokalnej (gminnej) praz ponadlokalnych (regionalnej, państwowej i ponadpaństwowej) polityk rozwoju lokalnego i wskazano podmioty, które je prowadzą. Omówiono także cele i cechy tych polityk, sposoby ich prowadzenia oraz ich pozycje wobec innych polityk funkcjonalnych i horyzontalnych. W dalszej kolejności przedstawiono spójności wertykalną i horyzontalną ponadlokalnych polityk rozwoju lokalnego. W artykule wykorzystano metody badawcze krytycznej analizy literatury przedmiotu, indukcji, dedukcji i analogii.

[The local development issues were repeatedly discussed in the subject literature. Numerous works devoted to it focus on its objectives, factors and its measurement. Despite this, until now, a little attention has been paid to the category of local development policy pursued by local authorities. The categories of local development policies pursued by the supra-local authorities have not been formulated or discussed at all. Nevertheless, such policies are held in Poland and abroad, and their importance is growing. Thus, there is a need for their definement and characterizing for the construction of nomenclature used in academic discourse and in the practice of design and the application of these policies and in didactics as well. The purpose of this article is to answer this challenge. It opens with the presentation of the origin and the nature of localism and the idea of local development. Then the categories of the local development perceived from the local and supra-local perspectives have been formulated, as well as local development paradigm, its meaning and position in relation to other paradigms of development have been described. Based on local and supra-local perspectives of local development, the categories of local (municipal) and supra-local (regional, national and international) policies of local development have been formulated and the entities who pursue them have been pointed. Also the purpose and features of these policies, ways of their pursuing and their positions in relation to other functional and horizontal policies have been described. Next, the vertical and horizontal cohesion of supra-local policies of local development have been presented. The article uses the research methods of critical analysis of the subject literature, induction, deduction and analogy.]

De nombreuses réformes de la fonction publique ont eu lieu durant les trente dernières années dans le continent africain. Des stratégies différentes ont été mises en œuvre afin de moderniser et d’améliorer le fonctionnement des structures administratives.

L’objectif que poursuit cet article est de comprendre les stratégies déployées dans la conduite de réforme de la fonction publique en République Démocratique du Congo et d’essayer d’en évaluer les résultats.

Pelayanan publik yang tidak berkualitas adalah suatu budaya yang harus benar-benar diakhiri dalam manajemen pelayanan publik. Pelayanan publik yang hanya berorientasi pada pelaksanaan tugas wajib para pelayan publik tanpa mengetahui intisari dari pelayanan publik itu sendiri merupakan suatu masalah yang harus diatasi. Untuk itulah muncul kontrak pelayanan sebagai sebuah pendekatan dalam pelayanan publik. Kontrak pelayanan sangat diperlukan antara lain untuk memberikan kepastian pelayanan yang meliputi waktu, biaya, prosedur, dan cara pelayanan. Sekaligus memberikan informasi tentang hak dan kewajiban pengguna dan penyedia layanan serta stakeholder lainnya. Tujuannya adalah membuat pelayanan publik menjadi lebih responsif, yaitu sesuai antara pelayanan dengan kebutuhan masyarakat dan transparan dalam segi waktu, biaya, dan cara pelayanan serta akuntabilitas.

ÖZET
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Bağımsızlığının ilk yıllarından itibaren Azerbaycan kamu yönetimi ve devlet yapılanmasında merkezi yönetim kurumlarının yanı sıra demokratik yönetim ilkesinin en önemli göstergelerinden biri olan yerel yönetim kurumlarına da yer verilmiştir. Fakat Azerbaycan Cumhuriyeti’nde demokratik hukuk devletinin kurulması süreci bazı önemli sorunların halledilmesini gerektirmektedir. Söz konusu sorunlardan biri çağdaş yerel yönetim sisteminin geliştirilmesidir. Son dönemde ülke içinde ve ülke dışında yaşanan gelişmelerin, özellikle yeni kamu yönetimi uygulamalarının da etkisiyle bu alanda yeni uygulamalar gerçekleştirilmiş ve birçok başarılar elde edilmiştir. Bu başarı örneklerinden biri de ASAN Hizmettir. Bu çalışmada yeni kamu yönetimi bağlamında Azerbaycan’da ASAN Hizmet ve e-devlet uygulamaları incelenerek, bilgi-iletişim sistemlerinin gelişiminin kamu yönetimine etkisi değerlendirilmektedir.

La littérature d’économie et de management traite actuellement beaucoup d’innovation collaborative (ou « open innovation », ou « innovation résilière»).
L’une des méthodes utilisée lors de ces processus d’innovation collaborative « à la mode » est le « design thinking », que l’on peut appeler en Français « mode de pensée des designers ». Il est présent aujourd’hui partout, en tout cas dans la tête de nombre de managers et dirigeants d’entreprises, comme un cadre de référence intellectuel ou un modèle à suivre. Rien d’étonnant à cela dans un cadre marchand, quand on sait que le « design thinking » a pris son essor dans les entreprises phares de la Silicon Valley, comme Apple, et qu’il semble avoir contribué au succès économique éclatant de ces entreprises. Mais de nombreux indicateurs laissent à penser que le « design thinking », sous sa forme collaborative, gagne aussi le domaine des politiques publiques et des services publics, en France comme dans beaucoup d’autres pays, depuis au moins une dizaine d’années. Y est-il légitime ? Quels résultats produit-il ?
L’analyse économique et managériale des services publics a fourni peu de réflexion et d’études de cas sur ce thème précis. En effet, si beaucoup a été écrit sur le design de services, y compris dans les services publics, il nous semble que le « design thinking » est plus spécifique qu’on ne le croit parfois. Notre démarche a donc consisté en premier lieu à « prendre au sérieux » l’idée d’une entrée des services publics et de l’action publique, spécialement à l’échelon local, dans « l’ère du design thinking ». Cela signifiait d’abord donner une définition précise du « design thinking » et attester de la réalité des pratiques correspondantes. Mais nous avons cherché aussi à inscrire ces démarches dans un contexte (politique, économique…), et dans des cadres organisationnels concrets, d’où les notions de « genèse » et de « formes ». Ceci, afin de saisir et d’expliquer la variété des formes prises par les actions de « design thinking ». Nous avons enfin essayé d’établir et d’expliquer quelles étaient les conséquences « naturelles » de ce mode de pensée (et des pratiques associées) sur le design des services publics.
A ce niveau, nous avons en priorité cherché à saisir les effets de l’adoption du « design thinking » par les services publics sur les formes d’innovation dans le service public. Mais nous avons aussi abordé, plus brièvement, la question générale de la « création de valeur » dans les services publics, qui pourra faire l’objet de développements ultérieurs.
Nos principales conclusions (provisoires, compte tenu de la faible quantité de données récoltées, et ici volontairement simplifiées) sont les suivantes :
- Le « design thinking » inspire bien les politiques publiques et les services publics dans certains domaines à l’heure actuelle en France ;
- Ce « design thinking » favorise bien des nouveautés en matière de service public ;
- Ces innovations ne conduisent pas forcément au respect de certains des objectifs usuels des services publics, telle l’équité : en fait, la diversité des acteurs et la philosophie même du design thinking conduisent selon nous souvent à un brouillage des objectifs et des résultats de la démarche d’innovation dans les services publics, ce qui revient à dire qu’il y a une baisse d’efficacité politique ;
- En revanche, on peut noter que l’application du principe de « désirabilité » contenu dans le design thinking conduit à des services publics qui plaisent (mais est-ce l’objectif naturel de toute forme de service public, en toutes circonstances, que de plaire ?). On peut même parler, dans certains cas, d’une recherche de l’ « innovation clinquante ».
Il nous semble donc, pour terminer, que l’application des règles du design thinking dans le domaine du service public, s’il peut répondre à certaines problématiques du service public et des hommes politiques (séduire davantage, proposer des nouveautés) peut poser problème quant à l’atteinte d’autres objectifs potentiels des services publics. Et que l’open innovation peut donc avoir pour conséquences un brouillage des politiques publiques.

Dans une logique de mondialisation favorisée par le développement de nouveaux outils informatiques, les échanges économiques, et les alliances stratégiques, le rôle de l’État et son organisation ont amplement évolué. L’Etat a été ainsi confronté à la nécessité de se « moderniser », autrement dit, de réviser son structure et de se confronter à une réalité internationale dont les sujets de « efficacité » et « efficience » ont commencé a émerger dans une administration de nature « wébérienne » donc les agents de la fonction publique étaient uniquement confrontés à l’accomplissement dune certaine nombre de taches sans se demander sans que la « satisfaction » des usagers soit prise en compte, ou même sans tenir en compte qu’entant qu’agent public il existait un certain « obligation » vers un usager qui est à la fois « actionnaire » car c’est grâce aux impôts que les premiers sont payés. Ce questionnement sur la nature de l’argent publique a fait émerger une nécessité de contrôler les dépenses publiques et de mieux cibler les projets de l’État.

Kepuasan pelanggan merupakan salah satu tujuan yang harus diperhatikan oleh setiap organisasi, termasuk instansi pelayanan publik. Bahkan, dalam program reformasi birokrasi yang sedang dijalankan pemerintah saat ini, pemerintah telah menetapkan bahwa salah satu indikator dalam mencapai keberhasilan reformasi birokrasi tersebut adalah tercapaianya kepuasan masyarakat (pelanggan). Atas dasar tersebut, penting bagi setiap instansi pelayanan publik untuk melakukan pengukuran terhadap kepuasan masyarakat (pelanggan). Selama ini, model pengukuran kepuasan pelanggan yang sering digunakan oleh instansi pemerintah adalah model pengukuran Indeks Kepuasan Masyarakat (IKM) yang diterbitkan dalam Keputusan Menpan No 25 tahun 2004. Pengukuran IKM tersebut adalah pengukuran kepuasan yang mengadopsi pendekatan pengukuran spesifik. Sayangnya, dalam berbagai literatur model kepuasan tersebut diakui memiliki banyak kelemahan. Penelitian ini bertujuan mengembangkan model kepuasan pelanggan baru dengan mengintegrasikan Model IKM dengan National Customer Satisfaction Index (NCSI). Model NCSI merupakan model populer dalam pengukuran kepuasan pelanggan. Dalam NCSI, kepuasan pelanggan diukur secara menyeluruh (overall). Meskipun begitu, para peneliti mengakui bahwa model NCSI perlu disesuaikan dengan konteks organisasinya. Penelitian ini dilakukan dengan desk research. Secara spesifik, penelitian ini dilakukan dengan tiga tahapan, yaitu (1) Analisis terhadap peraturan tentang IKM, (2) Analisis model IKM dan NCSI, dan (3) Perumusan model integrasi. Hasil integrasi model kepuasan pelanggan instansi pelayanan publik menunjukan bahwa kepuasan perlu
diukur dari dua aspek, yaitu (2) kepuasan pelanggan diukur secara keseluruhan, dan (2) pengukuran terhadap aspek-aspek pelayanan yang mempengaruhi kepuasan masyarakat.

Negli ultimi vent’anni la Pubblica Amministrazione è stata caratterizzata, a livello mondiale, da un intenso processo di cambiamento, fondato sui pilastri della misurazione costante della performance e dell’orientamento alla soddisfazione del cittadino. Tale impostazione, nota anche come “new public management”, si è andata gradualmente diffondendo nei vari paesi, stimolata da specifici interventi legislativi nazionali, incontrando tuttavia diversi ostacoli e rimanendo pertanto a tutt’oggi parzialmente incompiuta. Ne è derivato un ampio dibattito internazionale, al quale il presente lavoro si propone di contribuire segnatamente con riferimento al contesto italiano.
In particolare, questa trattazione concentrerà l’attenzione sui concetti di customer satisfaction e di marketing negli enti locali italiani, discutendo i principali nodi irrisolti che si frappongono ad una piena realizzazione della nuova prospettiva. A tale scopo verranno presentati anche i dati di una ricerca appositamente svolta presso un campione di Comuni italiani con una popolazione inferiore ai 20.000 abitanti.
Questo lavoro intende, quindi, contribuire (e fungere da stimolo) al dibattito concettuale che sta impegnando responsabili della Pubblica Amministrazione ed accademici, senza alcuna intenzione di proporsi come manuale “pratico” di approfondimento delle diverse tecniche di rilevazione della customer satisfaction e delle strategie operative di marketing: a tale scopo, si rimanderà di volta in volta, ad altri libri ed articoli.
Il volume è organizzato come segue: dopo una serie di precisazioni concettuali e terminologiche contenute nel primo capitolo, la seconda sezione ripercorre le tappe fondamentali che hanno determinato il progressivo orientamento al cittadino e alla performance “esterna” da parte della P.A., sino ad introdurre il concetto di marketing e a dibatterne significato e limiti con riferimento allo specifico ambito di analisi. La terza parte, partendo da un richiamo ai principali riferimenti della normativa italiana in tema di marketing e customer satisfaction, presenta i risultati di un’indagine svolta su di un campione di enti locali “minori” del nostro Paese. Il quarto capitolo, infine, conclude il lavoro avanzando un’ulteriore ipotesi interpretativa alla base delle
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frequenti difficoltà di introduzione della nuova impostazione in alcuni ambiti della Pubblica Amministrazione.
Al termine di questa parte introduttiva, desideriamo ringraziare tutti i Comuni che hanno contribuito alla ricerca presentata nelle pagine seguenti, nella speranza che i risultati che verranno descritti e discussi possano contribuire ad utili riflessioni, nella prospettiva di un costante miglioramento loro e di tutti i Comuni italiani.

El propósito del presente ensayo, está centrado en el interés por establecer argumentos sólidos que sensibilicen a las organizaciones gubernamentales, civiles o empresariales para establecer sus propios ideales, así como trabajar en el diseño y puesta en marcha de la administración estratégica en la organización. Es de reconocer que, hasta en la administración pública se están haciendo esfuerzos interesantes al respecto; ejemplo de ello, lo demuestra que el Gobierno Federal de México, el Gobierno del Estado de Guanajuato, así como el Gobierno del Municipio de Celaya, entre otros casos, representan un sencillo ejemplo que ilustra la importancia de la administración estratégica; por esa razón se requiere formar estrategas profesionales, para que formulen un planeación sistémica del futuro deseado, al tiempo que den cabal cumplimiento a todos los objetivos y las metas a través de indicadores que midan y evalúen la gestión de estrategias de la propia organización.

This research, conducted by the author when a Senior Researcher at Newcastle University, UK, was funded by a UK governance organisation to help them assess, integrate and improve their understanding of the governed population.

ABSTRACT: Governance organisations have been urged to develop more holistic evidence-based approaches with partners to better deal with issues affecting the governed population. This presupposes an understanding of the population, yet there has been little research work addressing how governance organisations come to understand their governed population, nor how this understanding can be improved upon within such organisations.

This case study examined in-depth how understanding of a governed population was developed within one UK local governance organisation and it explored how such understanding might be developed and improved through more holistic and evidence-based organisational learning within the organisation and its governance partnerships.

The research methodology involved placement within the governance organisation, participant observations on several projects and innovative initiatives, observations within, across, and outside the organisation, and also interviews with varied key stakeholders.

The study examined:

- stakeholder engagement and networks
- current and varied understandings of the population
- mechanisms actually used for developing understandings
- the influence of context on organisational learning

and analysed these to arrive at a recommendations to improve organisational understanding of the governed population.

In the case studied, significant strengths were found: including innovative past learning trials for development, extensive ongoing networking activities, and many varied and accumulating quantitative datasets available across partnerships.

However, entrenched organisational approaches and practices constrained the development of holistic evidence-based understanding, for instance: the absence of systematic maintained collective learning processes; weak recording and forgetting of understandings; methodological exclusion of stakeholders from the development of understanding; the relative neglect of qualitative data, explanations, investigations, interpretations, and reflexivity; and also implicit organisational acceptance of such limitations and low aspirations.

Nonetheless, untapped opportunities existed to enable change including: latent practitioner knowledge and innovative management champions, the desire for improvement and raised aspirations within learning networks, and the development potential of alterative learning approaches.

It was concluded that more holistic evidence-based understanding was possible, but required new learning approaches beyond those then in use in both local government or academia.   

Recommendations are made to utilise and develop improved organisational learning approaches trialed and reported in the case study.

It is argued that the case study findings, conclusions, and recommendations may be applicable to other similar local governance organisations and partnerships that seek to better understand local populations, services and interventions.

The work was also submitted for, and awarded, an MPhil (at Newcastle University, supervised by Prof. Patsy Healy)

Local government is crucial to develop democratic structure in federal systems by addressing the grass root society. Accordingly, the importance of local government is increasing in service provision, poverty alleviation and facilitating development. However, developing countries give much emphasis to institutional arrangement of local governments than the operational aspects of them. As a result, local governments are not mandated effectively as expected in delivering services. This study, therefore aims to assess the extent that local governments in Ethiopia realized their mandates. The research is confined to literature survey, including federal constitution, regional constitutions and other laws. Moreover, various books, articles, journals, government policies, reports and websites are used. The study finds that almost in all regions, local governments provide public services to the residents in a better way though their authority on revenue and spending are very limited, which results in an inconsistency of constitutional mandate and an actual performance. This in return, affects the quality and quantity of the public services provision. Furthermore, the block grants are not enough for the responsibilities assigned by regional governments. Overriding of powers in civil service administration by the regional states and zone administrations is take place as well. Therefore, the researcher recommends that local governments need to be granted actual power to administer their jurisdiction.

Poverty takes many forms, and demands a corresponding breadth of responses. Making services accessible to the poor is integral to the effort to achieve the MDGs. (…hence fight Poverty). Basic government services allow people to be productive members of society; therefore, the provision of fundamentals like agricultural support and irrigation, roads, health, and primary education are essential for accelerating attainment of the MDGs. For citizens that face adversity, the provision of social protection is particularly important. Government services in the fields of economic development and culture, for instance, are also deemed to be ‘public goods’ that bring benefits to individuals and communities. It is recommended, that, substantial improvements in the provision of public services are key to achieving most of the MDGs

Uno de los principales desafíos de la Agenda 2030 para el Desarrollo Sostenible consiste en configurar un nuevo marco de gobernanza pública y una renovada arquitectura estatal que permitan promover sociedades pacíficas e inclusivas para el desarrollo sostenible, facilitar el acceso a la justicia para todos y construir a todos los niveles instituciones eficaces, responsables e inclusivas que rindan cuentas (Objetivo de Desarrollo Sostenible 16). En este contexto, el paradigma del gobierno abierto constituye un medio de referencia y un eje fundamental para cumplir los Objetivos de la Agenda 2030.

El propósito de esta obra pionera es contribuir al debate emergente sobre el tránsito hacia un Estado abierto por medio de múltiples miradas provenientes de la propia CEPAL y de representantes de organismos multilaterales, autoridades y responsables de gobierno, expertos de reconocida trayectoria, académicos y representantes de organizaciones de la sociedad civil de la región, así como de plataformas de innovación y activismo cívico.

Pendahuluan Pengalaman dari salah seorang warga pengguna layanan di atas berangkali hanya merupakan sekelumit dari contoh kasus yang memperlihatkan masih belum profesionalnya kinerja birokrasi dalam memberikan pelayanan kepada masyarakat. Isu mengenai penyelenggaraan pelayanan publik saat ini menjadi isu kebijakan yang aktual di masyarakat seiring dengan implementasi kebijakan desentralisasi dan otonomi daerah di Indonesia. Bahkan dalam UU Tentang Pemerintahan Daerah yang baru [hasil revisi UU. No.22/1999] dalam pasal 16 (ayat 1a), disebutkan bahwa pemerintah mempunyai tanggung jawab, kewenangan dan menentukan standar pelayanan minimal. Terlepas dari kejelasan tentang substansi standar pelayanan minimal yang masih banyak diperdebatkan, namun ketentuan ini setidaknya memberikan suatu gambaran bahwa tuntutan pada kinerja penyelenggaraan pelayanan publik yang profesional telah menjadi bagian dari concern pemerintah pusat maupun daerah. Penyelenggaraan pelayanan publik ini merupakan salah satu bidang kewenangan penting bagi pemerintah daerah sehingga keberhasilan dalam membangun kinerja pelayanan publik secara profesional, efisien, efektif dan akuntabel akan mengangkat citra positif pemerintah kabupaten/kota di mata warga masyarakatnya. Kinerja pelayanan publik di Indonesia yang masih terlihat belum profesional memang tidak terjadi begitu saja sebagai suatu taken for granted, namun merupakan konsekuensi dari adanya desain birokrasi Indonesia yang memang tidak dipersiapkan sebagai 'pelayanan masyarakat' [public servant]. Secara historis, semenjak masa kerajaan sampai masa pemerintahan kolonial Belanda, birokrasi di Indonesia telah ditempatkan sebagai 'instrumen kekuasaan'[Dwiyanto, dkk.2002] yang menopang berbagai kepentingan politik dari penguasa. Pada posisi demikian, birokrasi sebenarnya telah sejak lama lebih diperkenalkan pada nilai-nilai kekuasaan daripada nilai-nilai pemberian

This paper analyses the implication of behaviour in realm of selective targeting under enabling state to understand young third country immigrants' employment-related transition from welfare to work in Austria, Finland and Czech Republic. Existing research pointed the economic meltdown that began in the 2008 destroyed the economic security and job prospect of many millions that has put policy makers under intense budgetary pressure and fiscal burden to selective target social benefits in industrialized and transitional countries of the former socialist block. Selective targeting emphasizes a mode of operation that defines a pattern of policy approach assuming that welfare expenditure on the basis of individual need and reductive categorization of eligibility reduce "leakages" in social assistance programs, ease the burgeoning difficulties, and activate job seekers. Yet, selective targeting embodies huge administrative tab associated with transaction cost of conducting means test and monitoring eligibility, involves taking benefits away from the people, and also raise the threshold of eligibility. Although there seem to exist some common understanding that the main tool to solve fiscal burden and budgetary deficit is to increase policymakers' mode to targeting benefits, there have not been enough studies in CEE countries, Western European Countries and Nordic countries explaining the implication of behaviour in realm of selective targeting under enabling state to understand young third country immigrants' employment-related transition from welfare to work in Austria, Finland and Czech Republic. Based on a qualitative cross-country case-oriented research approach with fewer country comparisons, documents, observation, and scholarly text are collected and analyse with document and content analysis techniques to fill in this gap. The findings show contractual tasks, obligations, and sanction regulative tool, is a major perceived influence in enabling state selective targeting administration governance which raises access to benefits threshold that may impair equity and efficiency in targeting benefits when looking at issues such as employment-related transition of young third country immigrants and socioeconomically minority groups in selective targeting setting. The study demonstrates certain means-tested pro-poor administrative governance similarities, but dissimilarities from the countries institutional approach. This is relevant to sustainable public finance in contemporary fluid society with scarce resources that may not only impair minority, but create stigma, jeopardize belongings and the economy.

This chapter demonstrates why new managerialism is not a neutral management strategy but rather a political project, borne out of a radical change in the spirit of neoliberal capitalism (Boltanski & Chiapello, 2005). It shows how it operates as an ideological configuration of ideas and practices that is instituting new orthodoxies in the running of public education in Ireland, aligning it more closely with the organisational logic and practices of the private market system.
Although united by its ideological re-configuration towards market-place logic, managerialism is realized differently across countries; it is shaped by the historical antecedents and the specifics of nation-state politics. Drawing on three empirical studies  undertaken by the authors on the impact of managerialism across primary, secondary, further and higher education (Grummell, 2014; Lynch, Grummell & Devine, 2015; Lolich & Lynch, 2016) the chapter explores the cultural and political specifics of managerialism across the education sectors in Ireland. It also explores the resistance to market norms, the counter-hegemonic actions of educational mediators within the machinery of the state and across the community (Lynch, 1990; Fitzsimons, 2017a).

Work procedures are rarely researched and taught in the area of Public Administration, yet they are immutable elements of organisations and their operations. As a refl ection on the subject, this article presents a
framework for theory and practice applications using two main scholarship approaches. Approaches from grand debate perspectives (management/ administration and New Public Management debates); and approaches from middle range or institutional perspectives (scientifi c management, behavioural and organisational studies). Drawing additionally from the fragmented evidence in literature regarding work procedures, the article attempts to provide some clarity on the concept in terms of definition,
uses, types, characteristics and design of work procedures.
The article finds that although underrepresented in Public Administration studies, work procedures are wide ranging in application and as such have far reaching implications for organisational performance. The article concludes that work procedures represents an untapped potential in the drive to cultivate innovation and insights on how to improve effectiveness and efficiency in the South African public sector.

(Англи хэлнээ: Gerald Elliot Caiden: 1936 оны зургаадугаар сарын 6 нд Лондон хотноо мэндэлсэн) – нь Бэркли дахь Өмнөд Калифорнийн Их Сургуулийн Прайсийн нэрэмжит Бодлого, Төлөвлөлт, Хөгжлийн Сургуулийн төрийн захиргааны ухааны профессор болно.
Лондон хотноо Моррис Кайдэн, Силермэн Роза нарын гэрт мэндэлсэн. Лондонгийн Эдийн Засаг, Улс Төрийн Шинжлэх Ухааны Сургуульд харьцуулсан төрийн захиргаа судлалаар докторын зэрэг хамгаалсан. Австралийн Улсын Их Сургууль, Канбэрра Их Сургууль, Хэбрэй Их Сургуульд багшилж байсан бөгөөд 1990-ээд оны эхэн үед Дэлхийн Банк, Нэгдсэн Үндэстний Байгууллагад зөвлөхөөр ажилласан. Кайдэн Канад, Израйль, Энэтхэг, Австралид харьцуулсан төрийн захиргаа судлал хөгжихөд томоохон хувь нэмэр оруулсан. Төрийн захиргааны шинэтгэл, захиргааны ёс зүй, захиргааны соёл, бюропатологи, бүтээмж тэглэсэн төрийн захиргааны чиглэлээр мэргэшин ажилладаг. Эдгээр чиглэлд нийтдээ томоохон хэмжээний 29 ном, 270 гаруй эрдэм шинжилгээний өгүүлэл бичиж нийтлүүлсэн. Эдгээрээс “Захиргааны ёс зүй” (2003 он), “Захиргааны шинэтгэлийн эрин үе айсуй” (1991 он), “Луугийн дэвшил: Солонгосын төрийн захиргааны удирдтгал” (1991 он), “Хөгжил: өмнөтгөл” (1988 он), “Америк дахь төрийн захиргааны бүтээлийн дээжис” (1983 он), “Омбудсмены олон улсын гарын авлага” (1983 он), “Төрийн захиргаа” (1982 он), “Захиргааны шинэтгэлийн стратегиуд” (1982 он) зэргийг онцгойлон дурдаж болох байна.

Penyelenggaraan pelayanan publik yang baik adalah merupakan harapan masyarakat sipil dalam memperoleh kebutuhan dasar dan hak-hak sebagai warga Negara atas barang, jasa serta pelayanan administrasi yang disediakan oleh penyelenggara pelayanan publik. Pelayanan kesehatan adalah merupakan salah satu yang paling banyak diakses oleh masyarakat di Indonesia, maka seharusnya pula pelayanan publik terkait kebutuhan masyarakat akan akses pelayanan kesehatan tersebut mejadi perhatian utuma para penyelenggara pelayanan kesehatan untuk seluruh tingkatan mulai dari rumah sakit sampai pada tingkat yang jangkauannya paling kecil, seperti puskesmas ataupun posyandu. Namun kemudian ironisnya hampir disetiap daerah di Indonesia, masalah pelayanan yang paling banyak dikeluhkan oleh masyarakat khususnya pada masyarakat kalangan bawah adalah mengenai buruknya pelayanan kesehatan itu sendiri. Ini seperti dua sisi mata uang yang saling bertabrakan, disatu sisi pemerintah selaku penyelenggara pelayanan publik menginginkan adanya pemerataan pelayanan yang adil bagi seluruh warga Negara, disisi lain pada tingkat layanan kesehatan memerlukan biaya yang besar dalam pelaksanaannya, sehingga pelayanan yang terbaik hanya dapat diakses oleh yang punya duit. Tulisan ini akan coba membahas bagaimana dan apa saja yang menjadi pemicu serta hal-hal apa saja yang menjadi argument utama yang melatar belakangi bagaimana bentuk-bentuk inovasi serta good practice pelayanan kesehatan yang merupakan bagian penting yang paling sering di akses oleh masyarakat. Selain adanya kesadaran dari masing-masing individu penyelenggara pelayanan kesehatan yang tidak hanya berorientasi pada materi (uang) tetapi karena memang ada panggilan untuk melayani secara tulus, selain itu tentu saja dituntut hierarkis sistem manajemen pelayanan yang professional serta didukung dengan SDM yang dapat memberikan pelayanan yang maksimal tanpa pandang bulu kepada seluruh warga Negara khususnya dalam pembahasan ini di kota Yogyakarta, dalam hal memperoleh akses pelayanan kesehatan dengan minimalisasi permasalahan atau bahkan zero problem.

La tendencia mundial a la transformación del Estado utilizando las TIC existentes es hoy una realidad bajo el nombre de gobierno-e. Latinoamérica no escapa a ello y sus gobiernos están trabajando, en conjunto con organismos multilaterales, para implantar la tecnología y el conocimiento necesarios para llevarlo a cabo. Existen dos tendencias al desarrollo de gobierno-e en América latina: la nacional y la regional. En el caso de la nacional se observan diferentes grados de desarrollo del gobierno-e, desde los casos de países centroamericanos que se encuentran en una fase de diseño de políticas hasta Brasil, México, Chile y Argentina que han superado la fase informacional y están explorando soluciones en la fase transaccional. Ninguno ha operativizado la fase participativa salvo casos como Brasil y Venezuela que han tenido experiencias de voto electrónico. En cuanto a la regional, existen organizaciones de integración de la región como MERCOSUR que propician encuentros en este sentido. También organizaciones académicas como la FLACSO y multilaterales como la CEPAL y ONU han aportado beneficios. Este trabajo es un esfuerzo en contextualizar el desarrollo del gobierno-e en los países de América latina, analizar las diferentes formas de implantación que se han utilizado y presentar información relevante, más de tipo general y principista que cuantitativa, que permita contrastar con el estado actual en la región en esta materia, así como formular a futuro directrices que fomenten el desarrollo de este modelo. Más que presentar un estado del arte, se analizaron documentos relacionados al tema, discutidos por el equipo en sesiones plenarias, para plasmar las ideas centrales y aportes producto de las discusiones.

Recently, different governments around the world have begun a progressive process to promote and carry out strategies linked to the concept of "open government", the principles of which are: a) transparency and openness; b) participation; and c) collaboration (Obama, 2009).
In this context, the concept of public services 2.0 has been coined as a new interactive form of creating public value and moving towards a new type of citizen collaboration and open innovation through the systematic integration of actors in the process of governing and administering public affairs.
The article analyzes the key concepts that underlie the application of Web 2.0 tools and social networks in a transformative vision of the State and public services, and the possibility of configuring a specific agenda oriented to the modernization of public management in Iberoamerica in response of the various diagnoses that have surfaced in recent times on these issues (CLAD 2010. WEF 2011, OCD 2011 and the economist 2011, among others) and based on peer production and the richness of networks (Blenkler 2006), wisdom of crowds (Surowiecki 2004), crowdsourcing (Howe 2006) and citizensourcing / wikigoverment (Noveck 2009), user-centered and open-character service innovation (E. Von Hippel 2005, Chesbrough 2009), and the focus of an open government (Lathrop and Ruma 2010, Ramírez-Alujas 2011).
In addition, to understand the phenomenon of institutional openness, the concept of "open public service organizations" (OPSO) is proposed.

Keywords: Open government, public services 2.0, digital citizenship, Public management, State reform, administrative modernization, Iberoamerica

[Article available in Spanish]

Resumen

Recientemente, distintos gobiernos en todo el mundo han iniciado un proceso progresivo para impulsar y llevar a cabo estrategias ligadas al concepto de "gobierno abierto" (open goverment), cuyos principios so a) la transparencia y apertura; b) la participación; y c) la colaboración (Obama, 2009).

En este contexto, se ha acuñado el concepto de servicios públicos 2.0 como una nueva forma interactiva de creación de valor público y traslado hacia un nuevo tipo de colaboración ciudadana e innovación abierta mediante la integración sistemática de los actores en el proceso de gobernar y administrar los asuntos públicos.

El trabajo analiza los conceptos calve que subyacen a la aplicación de las herramientas Web 2.0 y redes sociales en una visión trasformadora del Estado y los servicios público, y la posibilidad de configurar una agenda específica orientada a la modernización de la gestión pública en Iberoamerica en respuesta de los diversos diagnósticos que han aflorado en el último tiempo sobre estas cuestiones (CLAD 2010. WEF 2011, OCD 2011 y the economist 2011, entre otros) y con baseen la producción entre igualesy la riqueza de las redes (Blenkler 2006), la sabiduría de las multitudes (Surowiecki 2004)., el crowdsourcing (Howe 2006) y citizensourcing/wikigoverment (Noveck 2009), la innovación de servicios centrado en el usuario y de caractr abierto (E. Von Hippel 2005, Chesbrough 2009), y el enfoque de un gobierno abierto (Lathrop y Ruma 2010, Ramírez-Alujas 2011).

Además, para entender el fenómeno de la apertura institucional, se propone el concepto de "organizaciones de servicio público abiertas" (OSPA).

Palabras clave: Gobierno abierto, servicios públicos 2-0, ciudadanía digital, gestión Pública, reforma del Estado, modernización administrativa, Iberoamerica

The paper reports on both methodological and substantive findings. It presents a method for generating simplified representations for regional urban populations, their geographical sub-populations and communities. the method generates greatly simplified high-resolution socio-economic profiles of populated geographical areas from complex large census data sets.

Modernizar la gestión pública en Chile ha sido un eje central de los programas de gobierno de la Concertación y se ha materializado en diversos esfuerzos emprendidos en los últimos años. Esta tarea, en un contexto de gobernabilidad democrática, implica adecuar las estructuras del aparato público, en particular la de los servicios públicos, a las actuales exigencias de transformación y dinamismo del Estado. La nueva relación entre democracia, Estado, mercado y sociedad civil implica ajustar el pensamiento, las estrategias y los estilos de trabajo a los desafíos que impone el nuevo milenio.

En dicho marco, este estudio analiza –desde una perspectiva crítica y reflexiva– la experiencia chilena en materia de modernización de la gestión pública. Toma como base de análisis el período 1994-2000, e identifica y discute las líneas de acción implementadas; las lógicas subyacentes, y las lecciones y aprendizajes que permitan pensar nuevas formas de enfrentar el mejoramiento permanente de las instituciones públicas chilenas.

Si bien las líneas de acción tuvieron frutos relevantes, faltó mayor apoyo político y un involucramiento más estrecho de los servicios públicos con los ciudadanos-usuarios. También persisten dificultades que inhiben generar una nueva manera de concebir la gestión pública y sus relaciones sistémicas con el quehacer social, económico y político.

El estudio propone consolidar una nueva institucionalidad en torno a las políticas de gestión pública, mediante la creación de un órgano preocupado del rediseño de los servicios públicos, el mejoramiento continuo de las prácticas de gestión y la formación rigurosa de personal, con el propósito de fomentar el aprendizaje organizacional e incorporar progresivamente a la ciudadanía en las acciones que emprende el sector público en sus distintas esferas de competencia.

Latar belakang dari penelitian ini adalah berawal dari banyaknya penghargaan yang diraih Pemerintah Provinsi Banten mengenai pelayanan publik walaupun ditengah pandemi. Keterbatasan pelayanan yang diberikan bukan menjadi penghalang untuk senantiasa memberi manfaat bagi rakyat. Selain itu, terjadinya kenaikan angka investasi juga patut menjadi pembelajaran bagi pemerintah daerah lainnya. Konsep yang peneliti gunakan sebagai pedoman dalam penelitian ini yaitu Iron Triangle dari Farazmand (2004), yang menjelaskan terkait 3 aktor dalam tata kelola pemerintahan, yang dapat menjadi pertimbangan dalam menyediakan inovasi pelayanan sesuai kebutuhan masyarakat. Sedangkan untuk metode penelitian peneliti menggunakan pendekatan kualitatif deskriptif. Teknik pengambilan data yang dilakukan yakni melalui studi kepustakaan literatur, seperti sumber website lembaga resmi pemerintah maupun sumber lainnya yang relevan. Hasilnya diketahui bahwa Pemerintah Provinsi Banten sudah melibatkan ketiga aktor utama tersebut dalam menyediakan pelayanan sejak sebelum adanya pandemi. Oleh karena itu, perlu adanya penelitian lebih lanjut apakah perlu melibatkan aktor tambahan (internasional), sehingga pelayanan dapat berkelanjutan.

Purpose
– According to the “New Public Management” paradigm, citizens are viewed as active participants through all the different steps of service planning and provision. Nonetheless, citizens' involvement is still far from being systematically applied within local governments. The purpose of this paper is to give a contribution to this stream of research by investigating whether a part of this resistance could be explained by the differences between public administrators and elected officials' perspectives on the role of the citizens in service quality improvement processes.

Design/methodology/approach
– A mail survey was conducted among a sample of Italian town municipalities in May and June of 2010. A total of 102 questionnaires were returned (59 from politicians and 43 from public managers), and these questionnaires were then analysed through t‐tests and regressions.

Findings
– Findings support the existence of a statistically significant difference between public administrators' and elected officials' attitudes. Differences exist in three main issues: the relative importance of citizens as sources of inputs to improve public service quality, the objectives of citizens' involvement and the structure of citizens' preferences.

Research limitations/implications
– Results could have been influenced by the degree of New Public Management development within the specific research setting (Italian local governments).

Practical implications
– Formalising the role, the timing and the contribution of citizens' involvement to the municipal decision‐making process could help to mitigate the mentioned dualism. Creating a favourable cultural background and sharing a citizen‐oriented vision within the whole organisation, from top levels to front‐line employees, is fundamental.

Originality/value
– This paper is the first to suggest that these resistances toward involving citizens in quality improvement processes could be due to the differences between administrators' and elected officials' perspectives.

ÖZET
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Hükümet sisteminin tarzı ne olursa olsun, yargı organlarının bağımsızlık ve tarafsızlık dereceleri söz konusu ülkelerin hukuk devleti olup olmadıklarını ve ne ölçüde demokratik olduklarını büyük oranda ortaya koymaktadır. Fakat yargı organlarının kuruluşlarını ve işleyişlerini hükümet sistemleri ile arasında doğrudan bir bağ olduğunu söylemek yanıltıcı olabilir. 2017 yılında Türkiye’deki Anayasa değişikliğinden önce yargı yetkisi başlıklı 9’uncu maddede söz konusu yetkinin bağımsız mahkemeler tarafından kullanılacağı ifade edilmişken, yapılan değişiklik ile bağımsız ve tarafsız olan mahkemeler tarafından kullanılacağı da ayrıca ifade edilmiştir. Yapılan değişiklikler ile yargı organlarıyla ilgili yenilikler hayata geçirilmiş olsa da söz konusu yeniliklerin, doğrudan cumhurbaşkanlığı hükümet sistemi ile ilgili olduğunu söylemek doğru değildir. Yukarıda da bahsedildiği şekilde bu değişiklikler mahkemelerin adları, üye sayıları ve üyelerin seçilme kıstasları ile ilgilidir. Bu çalışmada Anayasa Mahkemesi üyelerinin seçimi, HSK üyelerinin seçimi, Danıştay üyelerinin dörtte birini seçme, Yargıtay Başsavcısı ve Başsavcı Vekilinin seçimi üzerinde durulacaktır.

Material de capacitación y orientación que presenta conceptos, lineamientos y herramientas para el diseño y gestión de servicios públicos con pertinencia cultural. La guía se divide en dos partes y adicionalmente reúne cinco cuadernillos, que contienen un glosario, información sobre lenguas indígenas peruanas, mapas etnolinguïstico y de la población afroperuana, compendio normativo e instrumentos para la incorporación de la perspectiva intercultural en los servicios públicos.

The paper aims to reveal one integrated global map which points out the major geographical inequalities in providing basic utilities across the countries using multivariate analysis and thematic cartography. Sixteen indicators with global coverage were selected taking into account the waste collection services, sanitation facilities, drinking water sources, energy, electricity, habitat and demographic conditions. Several data are broken down for the total, urban and rural population in order to outline the rural-urban disparities between and within countries. A special focus is given to waste collection coverage, in order to compute a comprehensive global assessment of this key indicator of public health, which is one of the poorest monitored basic utility. The world countries were divided into 10 classes according to the hierarchical cluster analysis. Each class has particular features outlining the gaps between high, middle and low-income countries with direct impact on quality of life, public health, and environment.

This study aims to analyze the determinants for employee performance in Ercan International Airport (Northern Cyprus). The study investigated existing literature and theory in order to initially construct a conceptual framework of factors affecting job performance among the group of service workers through conducting focus group panel interviews. The results of the study revealed that improving governance, the use of new concepts and technology management (New Public Management) have largely associates with the use of indicators of efficiency and effectiveness and public service motivation (PSM) have direct effects toward job performance.

Este documento se centra en el análisis del gobierno electrónico en Venezuela, partiendo del análisis de las estrategias y lineamientos establecidos en el Plan Nacional de Tecnologías de la Información (Ministerio de Ciencia y Tecnología, 2001) y de los fundamentos, objetivos, principios rectores y bases legales definidas para el Gobierno Electrónico en el país. También se analizan las etapas definidas para la implantación del gobierno electrónico, algunas estrategias, la descripción de experiencias y de logros alcanzados. Se cierra con la identificación de organizaciones públicas, privadas, redes y asociaiones civiles que se han relacionado con la implementación de esta modalidad de gestión gubernamental. Para el desarrollo de este trabajo se utilizó una técnica de investigación documental colaborativa entre los miembros de la asignatura Gobierno Electrónico del Postgrado en Ciencias de la Computación de la UCV, que incluye la selección, análisis y discusión de artículos de diversos autores relacionados con países del continente asiático, y las conclusiones de dicha investigación.