Antecedents or Processes? Determinants of Perceived Effectiveness of Interorganizational Collaborations for Public Service Delivery

ABSTRACT

This article introduces a framework of antecedents, processes, and perceived outcomes to evaluate interorganizational collaborations for children and family service delivery in Los Angeles County, California. The results showed that resource acquisitions, organizational legitimacy, partner characteristics, and supply-side preconditions for collaboration could affect perceived collaboration outcomes. The effects of most of antecedents on perceived outcomes were, however, mediated by collaborative processes and perceived effectiveness of collaborative ventures were mainly premised on the existence of processes for leveraging resources and building trust between partners.     

Explaining Levels of Local Government Involvement in Service Delivery: The Dynamics of Cross‐Sector Partnerships in Malawi

This study explores how local governments and their development partners—that is, donors, non‐governmental organisations and private companies—structure their partnerships as they work together to provide services to communities. Cases of collaboration between four organisations working in the rural water supply sector and six local governments in Malawi are studied. Using a cross‐case qualitative methodology, we illustrate how power and control translate into practices, leading to different levels of local government involvement in service delivery. This study contributes to the literature on cross‐sector partnerships in particular by developing empirically‐based propositions that help explain the dynamic trajectories that partnerships between local governments and their development partners can take. Copyright © 2015 John Wiley & Sons, Ltd.     

Government-to-Government Contracting: Stewardship,Agency, and Substitution

ABSTRACT

This paper provides empirical evidence detailing the distinctive nature of service delivery provided through contracts with other governments. The results of a survey of Ohio city and county managers both confirm and stand in contrast to implications derived from stewardship theory. Consistent with stewardship, our data demonstrate that contracts with public sector service partners generate less intensive monitoring by contracting governments than do services contracted with private entities. In contrast to stewardship theory, we find that contracting governments do not use other governments for services requiring intensive monitoring. In an era of accountability and results-oriented management, reliance on trust may not satisfy constituents who seek evidence of effective service delivery. The inability of the contracting government to affect another government's service delivery reduces the attractiveness of that government as a contracting partner. If the tools of stewardship prove to be inadequate, the imposition of carrots and sticks appropriate for a principal-agent relationship could undermine the trust central to stewardship. Given these tensions, it is not surprising that governments are contracting less with other governments.     

Adjusting to New Ways of Working: Experiments with Service Delivery in the Public Sector

In response to the perceived failure of both the state and market models of service delivery, governments have embarked on a reform program that draws on the community sector to expand the suite of available policy and service delivery arrangements. This paper explores and identifies the nature of changed relationships between government and the community sector. It uses a case study that examines the operation of a new type of community organisation, and analyses the affectivity and outcomes from the experience of a community based networked arrangement. Although there is evidence of a shift to more relationship‐ oriented models of operation because of either mandate or preference both community and government sectors have found it difficult to make the necessary adjustments to these new ways of working. Community has begun the shift to this new relational approach but finds it difficult to sustain the momentum and tends to revert to more independent and competitive modes. Governments find it difficult to make the necessary adjustments to power‐sharing and resource allocation and continue to operate as ‘business as usual’ through the traditional bureaucratic authority of command and control. In this way, the rhetoric of collaboration and partnership between government and the community sector is not necessarily matched by policy and action supporting the practice of ‘new ways of working’ although these ‘experiments in service delivery’ have opened the way for adopting more innovative and effective approaches to service delivery.     

“Social licence to operate” and the human services: A pathway to smarter commissioning?

Externalised service provision is now an embedded feature of Australia's service delivery architecture. However, the lessons drawn from two decades of contracted service delivery suggest that “competition” is an imperfect platform for the delivery of public services, especially where issues of trust in government come into play. Could the concept of a “social license to operate” (SLO), which has been in use in the natural resources sector for over two decades, help to facilitate the conferral of greater trust, credibility and legitimacy upon governments, and externalised service providers in social policy spaces?     

FLYING BLIND? EVIDENCE FOR GOOD GOVERNANCE PUBLIC MANAGEMENT REFORM AGENDAS,IMPLEMENTATION AND OUTCOMES IN LOW INCOME COUNTRIES

Although considerable resources and attention have been allocated to recent ‘good governance’ public management reform in low income and fragile states, there is little evidence as to what degree this agenda has been implemented nor as to whether it has led to improved services and outcomes for populations. To address this lacuna, we conduct a review of the large but almost entirely qualitative literature on good governance reform in the 49 countries classed as low income by the United Nations. We find only a small number of documents that link good governance public sector reform agendas with implementation. Fewer still assess outcome. We conduct an empirical analysis of the relationship between reform agenda (using data from the literature review), implementation, service delivery and outcomes, as measured by performance on Millennium Development Goals indicators. We report that there is little, if any, empirical evidence that reform enhances service delivery. Copyright © 2012 John Wiley & Sons, Ltd.     

Co‐production: Option or Obligation?

Co‐production is an idea being discussed in the international public management literature but less so in New Zealand and Australia. Co‐production rejects the idea of service delivery to passive users, proposing instead they be treated as active participants in the production of outcomes. As partners in delivery, users bring resources, skills and capabilities to their interactions with providers. Co‐production requires providers to share power and negotiate the interaction. There are strong managerial reasons for adopting co‐production to improve effectiveness and efficiency. But the political reasons for adopting co‐production are even stronger because of trends of many decades towards greater citizen participation. These reasons oblige public managers in Australasia to adopt co‐production in many fields of policy as part of the future.     

Trustworthiness: the Commentators

Mark Thompson deplores the decline in the public trust of government and of public service institutions such as the BBC. But there has also been a decline in another form of trust: government's trust in the ability of professionals such as doctors and teachers to deliver high quality public services. And, unlike Thompson's type of trust, this decline was inevitable, because it was based on untenable assumptions concerning professional motivation. The author discusses the importance of trust in an unwritten constitution, including trust in the use made of public resources, trust that appointments are being made on merit, trust that the civil service is ‘speaking truth unto power’ behind the scenes and ultimately trust that it retains the ability to serve future governments. In a world where trust in institutions is diminishing, there are still surprising levels of trust in the world of private philanthropy. The public are only too ready to give donations without seeking to question, especially in the wake of major disasters. Yet the nature of aid agencies has changed dramatically in the past thirty years into major global enterprises with sophisticated media and marketing operations. In this case a greater degree of scepticism from those who donate and paradoxically less trust might actually result in better outcomes from aid and better use of funding. Trust is critical to the mission of the FCO. The public needs to trust the competence and sound judgment of the professional diplomats. The diplomats themselves need to be able to rely on the commonsense of their fellow colleagues. Ministers and diplomats need to trust each other. And other governments need to have confidence in the discretion of their British counterparts. This is an increasing challenge in the world of instant news. Trust can be quickly lost by indiscreet or self‐serving revelations. But the key is to be as open and transparent as possible about the processes of diplomacy. A new survey commissioned by the British Journalism Review demonstrates that public confidence in journalism has collapsed over the last five years. This is particularly true for the commercial broadcasters ITV and Channel 4, whose journalism has traditionally commanded as much public esteem as the BBC. Trust in the BBC and print journalists has also declined, and journalism suffered more than any of the other 16 occupational groups being assessed. This is partly due to the cumulative effect of various “fakery” scandals that have afflicted broadcasters over the last 18 months and partly down to a more widespread cynicism directed at those in authority.     

E-Government and the Transformation of Service Delivery and Citizen Attitudes

The impact of new technology on public-sector service delivery and citizens' attitudes about government has long been debated by political observers. This article assesses the consequences ofe-government for service delivery, democratic responsiveness, and public attitudes over the last three years. Research examines the content of e-government to investigate whether it is taking advantage of the interactive features of the World Wide Web to improve service delivery, democratic responsiveness, and public outreach. In addition, a national public opinion survey examines the ability of e-government to influence citizens' views about government and their confidence in the effectiveness of service delivery. Using both Web site content as well as public assessments, I argue that, in some respects, the e-government revolution has fallen short of its potential to transform service delivery and public trust in government. It does, however, have the possibility of enhancing democratic responsiveness and boosting beliefs that government is effective.     

What Does ‘Collaboration’ Without Government Look Like? The Network Qualities of an Emerging Partnership

Cross‐sectoral partnerships are increasingly common in Australian human service delivery. Yet research has not often focused on partnerships where private actors broker an arrangement to address complex community needs. Using a combination of interviews, focus groups, and social network analysis (SNA), this paper investigates the network qualities of a nascent partnership between a not for profit (NFP) service provider and a major retail water company that seeks to address financial hardship. Ultimately, we assess whether this represents genuine collaboration or another form of joint action. We find that the privately steered partnership generates instrumental benefits characteristic of cross‐sectoral arrangements, as well as challenges. SNA reveals a very high degree of connection between the partner organisations, but the results suggest that the partnership is coordinative rather than collaborative. We also find that this is leading to tacit organisational and institutional modifications as the NFP assumes a ‘market facing’ posture and adjusts to the demands of working with private sector partners. However, at this early stage of development, the level of systemic adjustment between both organisations remains incomplete.     

In the shadow of sunshine regulation: Explaining disclosure biases

Performance reporting in sunshine regulation is subjected to disclosure biases, because agents may game the regulation or encounter difficulties in complying. These biases limit the appraisal of the impact of sunshine regulation on performance. We investigate the behavioral causes of such disclosure biases by focusing on transaction cost economizing and opportunism. We provide an original methodology to take into account information asymmetries in principal–agent relationships. We focus on water utilities management in France. Our data set includes 795 observations covering water utilities and performance indicators characteristics. It allows for comparisons of revealed and observed performances and identifies different types of disclosure biases. Findings indicate that opportunism is a significant motivation for disclosure biases, while, unexpectedly, transaction costs are not a direct trigger of disclosure biases.     

The Politics of Choice and Competition in Public Services

The politics of choice and competition in public services are complex. Only public service users seem basically to want choice. Providers prefer alternative models of service delivery especially those that rely upon trust. Social democrats prefer voice and trust; conservatives want choice and competition to be exercised in the context of a full private market. Yet, so long as they are properly designed, policies aimed at promoting choice and competition can serve the interests of all these groups better than the alternatives.     

Of ‘Strong’ Leadership,Crisis Communication,and Pooper Scoopers: Change in the Queensland Public Service Under Newman

Governments have historically offered their workforce a public service bargain founded on stable pay and conditions and job security. However, while the Westminster system aims for public service employment to be protected from the whims of government, public servants are nonetheless affected by the political environment in which they operate and changes to this bargain can occur with a new government. This paper focuses on a Queensland public service change process that resulted in large‐scale forced redundancies, non‐renewal of temporary contracts, and legislative changes that nullified the provisions in job security, organisational change, and redundancy policies. Using communication as a lens through which to understand leadership, it examines how the government communicated with the public service about this organisational change, immediately before and after the 2012 election. In particular, through analysis of public and media commentary, speeches and Hansard records, it examines Premier Newman's change leadership and communication by contrasting pre‐election messages to the public service with post‐election messages about the public service and the justifications for change during this period of downsizing. This analysis is used to reflect on political leadership, communication, fair treatment, and trust in public service change.     

New directions for public service reform in developing countries

This paper argues that recent developments in practice and theory provide a more promising basis for public service reform in developing countries than we have had since at least the turn of the century. There have been significant instances of large‐scale reform success, such as Nepal's Public Service Commission and Malaysia's delivery unit, Pemandu, and also “pockets of effectiveness” in individual agencies in many countries. They contribute to a more fruitful and diverse repertoire of reform approaches than generally realized. Policymakers can draw on all those instances and types of reform, together with relevant rich country experiences, as they improvise and tailor responses to their always unique reform problems. Proceeding in this way helps reformers to expand the “reform space” available within the political economy. Donors can help reformers if they facilitate reform in the spirit of the Busan Partnership rather than impose their preferred models. In short, the new direction which this paper identifies can be stated as creative problem solving by local actors facilitated by sympathetic donors, building on examples of reform success and drawing on a repertoire of poor and rich country reform approaches.     

Parallel Systems and Human Resource Management in India's Public Health Services: A View from the Front Lines

There is building evidence in India that the delivery of health services suffers both from an actual shortfall in trained health professionals and from unsatisfactory results of existing service providers working in the public and private sectors. This study focuses on the public sector and examines de facto institutional and governance arrangements that may give rise to well‐documented provider behaviors such as absenteeism that can adversely affect service delivery processes and outcomes. We analyze four human resource management (HRM) subsystems: postings, transfers, promotions and disciplinary practices from the perspective of front‐line workers—physicians working in rural healthcare facilities operated by two state governments. We sampled physicians in one “post‐reform” state that has instituted HRM reforms and one “pre‐reform” state that has not. The findings are based on both quantitative and qualitative measurements. The results show that formal rules are undermined by a parallel modus operandi in which desirable posts are often determined by political connections and side payments. The evidence suggests an institutional environment in which formal rules of accountability are trumped by a parallel set of accountabilities. These systems appear so entrenched that reforms have borne no significant effect. Copyright © 2015 John Wiley & Sons, Ltd.     

How Best‐Practice Public Administration is Quietly Transforming Victoria

Drawing on interviews with nine Victorian Fellows of the Institute of Public Administration Australia, this article documents examples of successful public sector reforms in Victoria. Examples include the following: a reduction in road fatalities, a reduction in household water consumption, securing Melbourne's liveability despite significant population growth, service and infrastructure delivery, and improved collaboration aimed at addressing family violence and emergency management. The interviews also pointed to promising early commissioning work, designing and creating new markets. Bipartisan support was common to most of the examples, which involve both market and non‐market approaches. The reforms documented in this article make it clear that public servants are contributing to making Victoria a better place.     

互联网大规模灾害响应中的志愿行动网络研究

近年来,基于互联网大规模灾害响应的民间志愿行动网络迅猛发展,成为救灾救援中不可忽视的重要力量。2008—2011年在灾害响应中发展起来的"华夏志愿行动网络"案例研究的基础上,试图探究这类行动网络的结构特征。研究发现网络参与者以相对固定的QQ群界定边界,高效地使用各种网络手段进行沟通和动员,异质化身份和丰富的公益资源使得它们在灾害响应时能快速而有效地协作;网络结构呈现"非层级化"和"去中心化"特点,自组织特征明显;网络的信任结构体现基于平行互动的特殊信任和一般信任所组成信任关系特点,特殊信任所组成核心志愿者网络是中心网络,起到信息沟通、资源共享中间"桥"的作用,彼此间的高联接度容易影响一般信任往特殊信任关系的转化。本文的研究将为互联网志愿行动提供理论指导,有利于政府合理的引导和管理。     

The Venture Capital Perspective on Collaboration with Large Corporations/MNEs in London and the South East: Pursuing Extra‐Regional Knowledge and the Shaping of Regional Venture Capital Networks?

A seeming paradox of globalization is that while innovation and the industries and institutions that support it transcend local and national boundaries, high‐tech innovative activity continues to agglomerate in a select number of high‐capacity regions. Research, however, suggests that innovative regions must—through collaborative activity and related networks—both economize regional capacities while remaining open to global knowledge and finance. Collaboration and network formation are viewed as critical in this regard, as the competitive pressures of globalization are forcing firms to adopt collaborative and open innovation practices: forging relationships with external partners. Two important sources of knowledge and finance are regionally concentrated venture capital firms and large corporations, often globe‐straddling multinational enterprises. While collaboration occurs between these two actors, an understanding of the processes and implications has only begun to emerge. Focusing on collaborative venture capital activity in London and the South East, this exploratory paper presents a preliminary understanding as to the role that this particular collaborative activity plays in the pursuit of complementary, extra‐regional knowledge and expertise, and the extent to which this collaboration is recharacterizing the shape of regionally based venture capital networks.     

Elements of Successful Change: The Service Tasmania Experience to Public Sector Reform

For Tasmanians accessing Government services has traditionally required visits to various Lead Agency locations, as service delivery was fragmented and bureaucratic. The Tasmanian Government adopted a customer‐focused approach implementing ‘Service Tasmania’ a One‐Stop‐Shop service delivery concept. This paper investigates what led to the success of this public service reform and in particular what change management practices were applied during the change effort. Ten common factors of successful change have been identified in the literature; these are explored determining their relevance throughout this initiative. Data were collected with semi‐structured interviews conducted with 63 staff plus senior management. Data were analysed using a grounded theory approach and open coding was applied during the first pass through the data to reach the initial codes identifying critical terms and generic key issues. Findings confirm that several management interventions were necessary to address resistance and conflict issues and keep the government reform project on track.     

The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration

The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public‐sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong?