Quality of Service,Expectation, Satisfaction and Trust in Public Institutions: The Abu Dhabi Citizen Satisfaction Survey

Structural equation modelling was utilised to develop and test three models while exploring the causality effect of constructs. The models hypothesised that trust in the government was a result of interactions of several other forces: namely, citizens’ expectation, perception of service quality and satisfaction with these services. The article validates and replicates the findings on the question of causality between performance and trust. The findings were very consistent with the previous ones. The model incorporating citizen's demographic data provided the best fit. According to this model, citizen demographics, expectations and quality of services influence citizen satisfaction; and ultimately, citizen satisfaction influences trust in government. The perceived quality of all services provides significant standardised estimates. However, congestion in streets, parking facilities, parks and recreation and schools are the most salient drivers of citizen satisfaction. The variables of income, education level, years living in Abu Dhabi and marital status exert the highest influence on this satisfaction construct. Perception of quality of services has a significant effect on overall satisfaction; and overall satisfaction drives trust in local government officials. In addition, citizen expectation influences perceptions of the quality of service and overall satisfaction.     

DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS,SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION

We evaluate a theory of the effects of publishing performance information on citizens' collective voice to local providers about public service performance and the perceptions and attitudes that influence their voice. Field experiments show that information about low absolute and relative performance of local government household waste recycling services lowers citizens' perceptions of performance, and information about high absolute and relative performance raises perceived performance. Relative information makes citizens judge local providers as being more responsible for outcomes in the case of high performance, suggesting that systems for comparative performance reporting increase local accountability for outcomes. Negativity bias is evident, with information about low absolute performance reducing citizens' satisfaction but information about high performance not raising satisfaction. Information about low performance did not trigger collective voice protest behaviour as hypothesized, suggesting that providers who need citizens' collective voice the most do not get it.     

DOES OWNERSHIP MATTER FOR THE PROVISION OF PROFESSIONALIZED SERVICES? HIP OPERATIONS AT PUBLICLY AND PRIVATELY OWNED CLINICS IN DENMARK

In terms of clinical procedures (to take the example used in this article, hip operations), both public and private organizations provide highly professionalized services. For this service type, our knowledge about ownership differences is sparse. To begin to fill this gap, we investigate how the ownership of hip clinics affects professional behaviour, treatment quality and patient satisfaction. The comparison of private and public hip clinics is based on data from the Danish Hip Arthroplasty Register and the Danish Central Patient Register combined with 20 semi-structured interviews. We find that private clinics employ stronger individual financial incentives and try harder to increase the income/costs ratio than do public clinics. Private clinics optimize non-clinical factors such as waiting time much more than public clinics and have fewer complication-prone patients than public clinics. However, the clinical procedures are very similar in the two types of clinics. Private clinics do not achieve better clinical results, but patient satisfaction is nevertheless higher with private clinics. The implication is that ownership matters for highly professionalized services, but professionalism neutralizes some – but not all – ownership differences.     

CONSUMER COMPLAINTS IN PUBLIC SECTOR SERVICES

This article summarizes the findings of a recent research project investigating complaints handling in local government. It discusses the results of a survey of half the local authorities in England, to discover their complaints handling practices. The article also summarizes the results of a more limited survey of local authority consumers; this aimed to discover their attitude to and experience of complaining, and the level of awareness of their local authority's procedure. Finally there is a discussion about the desirability of formalized complaints procedures and the form they might take.     

Public policy and quality of community life in american cities: a search for linkage

The purpose of this research is to identify and examine linkages that exist between public policy and quality of life in American cities. A review and analysis of public policy research and social indicators research over the past twenty years is included. Social indicators are further defined into both objective and subjective indicators. The developing confluence of the two areas of research constitutes the basis for the remainder of the paper.

The data for this study are derived from a nationwide survey conducted by Louis Harris and Associates, Inc., in late December, 1977 and early January, 1978, for the U.S. Department of Housing and Urban Development (HUD). Interviews were conducted for a sample of 7,074 adults, asking them about their perceptions on the quality of community life, government services, social problems, and future possibilities. The findings are analyzed through use of a frequency distribution of the quality of life measures and the quality of public service variables.

The pattern of statistical relationships indicates that the nine public service variables are sharply divided into two groups. One, seven variables (police, garbage, street lighting, fire, public schools, parks and playgrounds, and road and street maintenance) are all highly inter-correlated. The correlation coefficients among them range from a high of .411 (police and fire) to a low of .218 (garbage and public schools). The other, public transportation and public health service are also closely inter-correlated, but their relationships with the other seven are all uniformly weak.

These two groups of public services have distinct political and policy implications. The first group of services tends to represent those traditionally well-established public services that are considered “vitally important” for the well-being of the general public. The second group, in contrast, tends to represent those public services that are relatively new and serving primarily the needs of low income or minority groups in the community whose political influence is most likely to be marginal.

A few generalizations may be drawn from the statistical relationships. First, the general indicators of community life quality such as feelings about the overall community and neighborhood are more strongly correlated with the quality ratings of public services than the quality indicators of specific life domains. Second, some of the strongest relationships are found between specific public services and specific domains of life quality that might be expected logically to have close association such as police and safety (r=.317) and public schools and child raising (r=.427). Third, those public services that are considered part of mainstream local services and important for the daily life of the general public (such as police, fire, public schools, parks and playgrounds, etc.) tend to be very strongly correlated with the measures of community life quality. Fourth, in contrast, those services that are primarily affecting underprivileged groups in the community and not considered part of the mainstream of local services are poorly or insignificantly correlated with the measures of community life quality.     

Shared services in Brazilian local government: Urban development in small counties

In this article we break new ground by investigating cooperative agreements in urban development services, which include urban development, housing and sanitation for small local governments in Brazil (i.e., those with fewer than 20,000 residents in 2013–15). We find that public expenditure on urban development can be explained by both horizontal (intermunicipal cooperation) and vertical (public–public partnerships) cooperation. Regarding the impact of public sector cooperation on public expenditure, our results show that housing and sanitation services are less costly under intermunicipal cooperation. By contrast, urban development services are less costly when local authorities do not cooperate with other public entities. For public–public partnerships (with the state or federal government) cooperation leads to an increase in public funding, which implies that cooperative agreements might not lead to lower public expenditure. The findings in this article provide useful empirical insights into the administrative reorganization of Brazilian local government.     

Public investment,social services and productivity of Chinese household farms

This article examines the impact of village‐sponsored infrastructural investment and social services on the productivity of Chinese farm households, using detailed farm‐level data for the period 1986–90. The main findings are that the public facilities and services provided by village collectives augmented productivity growth of farm households, and that the expenditures on public good activities in the sample villages were below the optimal level. The problems of under‐investment in public projects were particularly acute in low‐income villages.     

What Should We Do? Public Attitudes about How Local Government Officials Should Confront Fiscal Stress

Despite strong scholarly interest in the topic of fiscal stress, little attention has been paid to understanding how the general public thinks local governments should respond to situations where declining revenues endanger service levels. This study reports findings from a survey of 660 residents undertaken between November 2006 and January 2007 in the US state of Michigan to examine their support for eight potential strategies to cope with fiscal stress in five different local government services. We find that the public has a surprisingly nuanced perspective about these strategies and on their use for different services. Our findings may provide local policymakers with some insights about how to respond to fiscal stress.     

THE ORDER OF QUESTIONS IN A SURVEY ON CITIZEN SATISFACTION WITH PUBLIC SERVICES: LESSONS FROM A SPLIT‐BALLOT EXPERIMENT

Surveys of citizen satisfaction with local public services have become widespread, with the results increasingly used to reorganize services, to allocate budgets, and to hold managers accountable. But evidence from a split‐ballot experiment that we conducted suggests that the order of questions in a citizen survey has important effects on reported satisfaction with specific public services as well as overall citizen satisfaction. Moreover, the correlations of specific service ratings with overall satisfaction, and thus the identification of key drivers of overall satisfaction, also turn out to be highly sensitive to question order. These findings are in line with research on priming and question order effects in the survey methodology literature, but these effects have not been carefully examined before in the context of citizen surveys and public administration research. Policy and management implications of these finding are discussed.     

Left and right among local elites: Comparative figures from Switzerland,Spain, Germany and the Netherlands

This paper examines whether or not the classical ideological cleavage — the left—right dimension — is still valid and determines the choices made in politics. It looks at the extent to which the left‐right concept features in the views of local elites in four European countries. A strong relation is found between the left‐right self‐placement of local elites and their party membership, their opinion about income distribution, the role of government and economic growth. The left‐right dimension is still relevant in the belief system of local elites, but does not determine day‐to‐day decisions. Six factors are discussed which might explain these findings: the validity of this research; the specific characteristics of local‐level policy making; differences between politicians and public administrators; the fragmentation of local politics; the theory on latent and manifest ideologies by Bluhm; and the consensus theory of Wildavsky. It is concluded that more research is needed to test the last two theories, because they seem to be the most promising.     

EXPLAINING VARIATION IN PERCEPTIONS OF RED TAPE: A PROFESSIONALISM‐MARKETIZATION MODEL

In the public administration literature, ways in which perceptions of red tape vary between different parts of the public sector remains relatively unexplored. In this article we define organizational red tape as a subject‐dependent concept; that is, we expect to see variations in the level and type of red tape between different internal stakeholder groups. We then explain variations with two organizational‐based variables, professionalization and marketization. The empirical analysis is undertaken on nearly 800 English local government services. The framework correctly predicts that officials in highly professionalized and marketized services perceive higher levels of red tape, while those in less professionalized and marketized services report lower levels. We then summarize our findings and comment on their theoretical and practical significance.     

Local Government Finance: Assessing the Central Governmant's Contribution

It is widely believed that between 60 to 66 per cent. of local authority expenditure (or income) is met by grants from central government alone. This popularly held view is challenged in this paper through a consideration of the current system of funding. We begin with the rate support grant procedure and identify some common sources of misunderstanding; these concern the definition of the rate support grant itself and the true nature of relevant expenditure. This leads us to examine the question of local authority miscellaneous income from fees, sales, rents and other sources from which we conclude that its contribution is underestimated. However it is general knowledge that besides miscellaneous income local authorities derive their income from two other principal sources namely, government grants and local rates. Accordingly the remainder of the paper examines in turn the contribution of these three sources towards (i) local authority revenue expenditure in respect of rate fund services, (ii) local authority revenue income and (iii) local authority income including both revenue and capital receipts. In no instance does central government's share approach 60 per cent. Thus, it would appear that the contribution of government is being overestimated while that of miscellaneous income underestimated. The implications of this are discussed.     

Creativity in local government: Definition and determinants

In current thinking about public service improvement, civil servant creativity plays an important role. Using the results of 43 semi‐structured interviews, we assessed the degree to which our theoretical knowledge about creativity—based primarily on business research—matches the insights of managers in local government. Respondents considered employee creativity to be important, but—in contrast to the literature—understood creativity as the act of trying out new things to better deal with specific problems at hand instead of developing new ideas potentially applicable to a wider context. As such, respondents did not see creativity as the main precondition for innovation. In line with the literature, there is little consistency across respondents about individual‐ and context‐level determinants of creativity. Lastly, respondents put forward several factors that have received little attention in the literature but are particularly relevant in understanding differences in work‐related creativity in the context of local government.     

Vital Democracy: A Theory of Democracy in Action

Scottish citizens benefit from 19 per cent more public spending per head than English citizens. The ‘Barnett formula’ is slowly reducing the gap, but very little is known about the countries' relative needs and hence about how far the present gap is defensible: the aim of this paper is to throw some light on the countries' relative needs. We begin with the complex formulae that the Westminster government uses to assess the spending needs of English local authorities, and we use these English formulae to assess the needs of Scottish local authorities for three major blocks of local services. These formulae suggest that Scotland needs 6.4 per cent more per head than England for environmental, protective and cultural services, 8.1 per cent more for highway maintenance, and between 24.3 per cent and 35.3 per cent more for fire services. We also combine these results with those of two other papers concerned with local education and social services to show that these English formulae put Scotland's per capita needs for local government services as a whole at about 6 per cent above England's. However, we then compare the relative needs of Scottish local authorities as assessed by the English formulae with their relative needs as assessed by the Scottish needs formulae that are currently used by Holyrood, and we find major differences. This suggests either that at least one country uses seriously flawed formulae to assess needs, or that the two countries have different conceptions of need.     

An empirical survey of frontier efficiency measurement techniques in local government

Local government in advanced economies is undergoing a period of rapid reform aimed at enhancing its efficiency and effectiveness. Accordingly, the definition, measurement and improvement of organisational performance is crucial. Despite the importance of efficiency measurement in local government it is only relatively recently that econometric and mathematical frontier techniques have been applied to local public services. This paper attempts to provide a synoptic survey of the comparatively few empirical analyses of efficiency measurement in local government. We examine both the measurement of inefficiency in local public services and the determinants of local public sector efficiency. The implications of efficiency measurement for practitioners in local government are examined by way of conclusion.     

The changing roles of local government in education

This article explores the ongoing debate about the changing roles of local government in education in Britain. It focuses on research evidence from Scotland, especially issues associated with devolving management to schools and reorganising local government. These findings are compared with the debate and evidence about the changing role of local government in education in England and Wales during the past decade. It is suggested that while there has been substantial reform of education and local government throughout Britain, the policies have differed in nature and outcomes north and south of the border.     

Absence of Vertical Linkages and the Quest for Decentralized Service Delivery in Pakistan: An Innovation under Constraints

Local Government Ordinance, 2001 aimed to create a service-orientated local government by devolving many public services from the provincial to local levels. However, in many cases, local governments either did not have the capacity to manage them or the services extended across different geographic jurisdictions. The new system also restructured the three sub-national levels but without any vertical hierarchical linkages between them, and asked them to coordinate public service provision between them. This article suggests different remedies, including developing vertical administrative linkages and the reconstitution of Zila Mushawarat Committee to undertake coordination functions at intra-district level.     

The Politics of Local Government Reform in Northern Ireland

A major review of public administration in Northern Ireland has resulted in proposals for radical reforms in health, education and local government services. Although originating from the devolved government of 1999, intermittent suspensions resulted in Direct Rule Ministers taking over responsibility for the review. This article traces the influence of a sizeable body of research evidence on the outcomes of the review, specifically controversial reforms to local government, and the significant influence attached to macro political factors in reaching key public policy decisions. It also highlights the asymmetry in power relations between Stormont and local government and how devolution has simply compounded regional centralism in Northern Ireland.     

Strategic Commissioning in the UK: Service Improvement Cycle or Just Going Round in Circles?

This article explores the drivers of the development of strategic commissioning over the last two decades, its limitations, and the implications of its rapid spread. It suggests that the differences between government departments have allowed scope for local variations, which have been exploited by local government, leaving room for more innovation than would have been possible under an entirely ‘joined-up’ government agenda. The forms taken by this new approach to strategic commissioning were consistent with continual pressure from central government to find ways of promoting externalisation of public services. Although this underlying drive was often resisted, particularly at local level, but always re-emerged. The article ends by exploring the implications of this analysis for public services in the era of fiscal austerity under the new UK Coalition government.