Administrative burden in digital public service delivery: The social infrastructure of library programs for e-inclusion

In their efforts to digitize public service delivery, countries increasingly use algorithms based on mathematical models, data and/or a combination of different administrative datasets to issue decisions, but recent studies point towards challenges around citizens' understanding, accessing, and filing objections to such automated decisions. This paper focuses on the social infrastructure supporting citizens that struggle with accessing such services. To address this, we ask: How does the social infrastructure affect administrative burdens associated with digital government services? This is studied in the Dutch context through expert interviews and observations of support programs in libraries. We find that although libraries as primary sites for these services may pose the disadvantage of being more difficult to reach for low-literate citizens, advantages are their organizational structure at the local level as well as their currently changing role to include a growing range of services, including (digital) skills courses.     

Distance,services, and citizen perceptions of the state in rural Africa

In most poor countries, basic services in rural areas are less accessible and of lower quality than those in urban settings. In this article, we investigate the subnational geography of service delivery and its relationship with citizens' perceptions of their government by analyzing the relationship between service access, satisfaction with services and government, and the distance to urban centers for more than 21,000 survey respondents across 17 African countries. We confirm that access to services and service satisfaction suffer from a spatial gradient. However, distant citizens are less likely than their urban peers to translate service dissatisfaction into discontent with their government; distant citizens have more trust in government and more positive evaluations of both local and national officials. Our findings suggest that increasing responsiveness and accountability to citizens as a means of improving remote rural services may face more limits than promoters of democratic governance and citizen‐centered accountability presume.     

ACCESS TO SERVICES: ETHNICITY IN AUSTRALIAN GOVERNMENT ADMINISTRATION

Abstract: This paper starts from an argument, developed by Jean Martin in 1978, which links recent ethnic differentiation of the activities and structures of our major institutions with an underlying social redefinition of migrants. It then extends Martin's analysis in the particular context of the service activities of one of the major line departments of Australian government — the Department of Social Security. It is argued that the accommodation of ethnic considerations within the daily activities of administration has occurred largely through the concept of "access to services". Using this concept, administrators have been able acceptably to define the problem of ethnic disadvantage and to develop programs which approach its solution. The formula has been applied to Aboriginal as well as migrant disadvantage and reasons for the similarity of approach are considered briefly. A range of recent initiatives which make reference to the migrant and Aboriginal clienteles of government are considered — in particular, DSS services, namely language services, migrant and Aboriginal public contact staffing, information services and advocacy/agency programs. All of these are seen within administration, as approaches to the "access" problem. The final section comments on the general characteristics of this "access" formula and on its success in both accommodating ethnic claims of disadvantage and reinforcing administrative commitments to universalism.     

The Venture State

The Blair governments deployed several public service reform strategies. Although many have been effective, they have had limited traction at the 'hard end' of disadvantage: entrenched deprivation remains a stubborn feature of the social landscape. Reforms have had limited impact on this deprivation because they expect users to behave either as eager recipients or as informed consumers. But disadvantaged groups rarely emulate the active middle class; instead, they are distrustful of public institutions—even hostile. We need a different reform strategy that does not presuppose these behaviours and which generates new ideas. This 'venture state' approach would go beyond commissioning and invest in services that demonstrate the greatest social returns with disadvantaged groups. Like the eponymous capitalist, it would identify a portfolio of high-impact providers that can be scaled or sustained; and it would provide the resources required to do so. Rather than seeking to target its own services with ever greater precision, the venture state would focus on structuring innovation in those services most important for the hard end of disadvantage.     

国外电子政务服务研究综述

服务一直是电子政务的主旨,国外自本世纪初就关注这一主题,我国在2006年的《国家电子政务总体框架》中明确提出"服务是宗旨"的电子政务建设目标。在大量文献调查的基础上对国外电子政务服务研究的基本情况及特征进行定量的统计分析,发现国外电子政务服务文献占整个电子政务研究文献的三分之一以上,文献内容主要集中在一般性介绍、服务传递、服务管理、技术实现、服务作用、影响因素、实证研究、综述与评论等方面;研究的特点是注重服务的作用和影响因素,注重服务管理,关注服务传递,强调实证研究等。认为我国电子政务服务的研究要结合我国国情在服务管理、服务传递和对社会发展推动等方面以实证的方法进行深化研究。     

Reassessing Privatization Strategies 25 Years Later: Revisiting Perry and Babitsky's Comparative Performance Study of Urban Bus Transit Services

Privatization appeals to citizen and politician desires for more cost-effective methods of service delivery. For this reason, it is important for public administrators to know when gains can be made by contracting out or privatizing services and when it is better to keep service provision in house. This article assesses the viability of contracting out and privatization of transit services. Following up on the 1986 work of James Perry and Timlynn Babitsky, which used data from the early 1980s, the authors revisit whether certain service delivery arrangements are more efficient and effective than others in the provision of transit services. Twenty-five years later, they find results similar to those of Perry and Babitsky's original study. Neither the type of government nor whether an agency contracts out has much impact on the efficiency and performance of urban bus services. The main difference between the two studies is that private transit agencies are no longer more efficient or effective than public providers.     

Modifying children's court care plans to acknowledge poverty and disadvantage

This think piece suggests that Children's Court Care Plans should include a new section that documents poverty and social disadvantage, especially of Aboriginal and Torres Strait Islander families, when they are under investigation for child abuse and neglect. New South Wales in Australia is used as the exemplar state, but this suggestion may find an echo elsewhere.

Points for practitioners

• As a general proposition social and economic circumstances should be considered in addition to parental dysfunction in child protection proceedings in Children's court.
• Care Plans prepared for hearings in the NSW Children's Court, often developed in response to serious harm report investigations, currently do not contain information about parents' poverty and social disadvantage and hence decontextualise family living circumstances.
• Consistent with international evidence, Care Plans should require information about parents' socioeconomic situation, including social disadvantage of residential neighbourhood, status and cost of household tenancy, and household income.
• Taking account of social and economic circumstances has the potential to generate savings in out-of-home care that can be re-allocated to support services to reduce poverty and social disadvantage and thereby reduce the need for removal of children from parental care.

     

Contracting Out Local Services: A Tale of Technical and Social Services

Governments face a fundamental choice between in‐house production and contracting out for the delivery of services to citizens. This article examines the importance of ideology, fiscal pressure, and size for contracting out in technical and social services. The analysis builds on a panel data set covering municipal spending on services in all 98 Danish municipalities. The authors find that contracting out is shaped by ideology in social services but not in technical services, which indicates that social services are the contemporary ideological battlefield of privatization. The analysis further reveals that economically prosperous municipalities are more likely to contract out social services, whereas contracting out of technical services is not influenced by economic affluence. Finally, larger municipalities contract out more in technical services but less in social services, demonstrating that the size effect is contingent on the transaction cost characteristics of the service.     

Output–Purchase Funding and Budgeting Systems in the Public Sector

Output–purchase funding systems are systems in which payments made to service delivery agencies by government are an explicit function of quantities of outputs delivered by those agencies. This article considers the feasibility of such systems for the funding of tax–financed public services. It focuses on the implications of key characteristics of public sector outputs and specifically upon the prevalence of heterogeneous outputs, the predominance of services (as opposed to physical goods), and the presence of many "contingent capacity services."     

Extending urban services in developing countries: Policy options and organizational choices

Governments in developing countries will face serious problems in extending basic social services, public facilities and infrastructure for their rapidly growing urban populations during the next decade. The steadily increasing concentration of the poor in cities will exacerbate already severe strains on urban services. Innovative solutions will be needed to meet the growing demands for urban services. In addition to expanding national and municipal efforts, governments in developing countries must also explore alternative policies and organizational arrangements for meeting the basic needs of their urban population. Among the potential alternatives are: using market surrogates to improve service delivery; lowering the costs of service provision through changes in regulations and controls on urban development; actively supporting self-help and service upgrading schemes by the poor; promoting public-private co-operation and private sector participation in service delivery; increasing effective demand for services by promoting employment and higher incomes; and enacting and implementing policies that attempt to redistribute migration to small and intermediate-sized cities. Each alternative has advantages and limitations that planners and policy-makers must take into consideration in forging effective urban development strategies.     

Accruing Retirement Costs for Federal Employees

The president's 2003 budget proposed that federal agencies pay the full cost of their employees' pension and retiree health benefits as such benefits are earned starting in 2003. The main reason for the proposed change is to provide policymakers and agency managers with a more complete measure of the cost of providing current services. The main disadvantage of the proposal is that estimates of the accrual costs of retiree health benefits are subject to large errors. The proposed change would not increase total outlays, nor would it affect the budget deficit or surplus.     

A Comparative Study of the Effects of Institutional Arrangements in Municipal Solid Waste Services in Korea

In Korea, local governments are primarily responsible for providing municipal solid waste services to citizens. This paper examines the effects of different institutional arrangements and characteristics on cost savings, efficiency gains and productivity in the delivery of municipal solid waste services to citizens. In order to carry out this research, a hybrid cost function approach was employed, and cross-sectional time-series data from local governments of Korea covering a ten-year period (2000–2009) were used for empirical analysis. Empirical findings indicated that there were no effects of contracting-out on cost savings, efficiency and productivity gains in Korea. Specifically, the solid waste service costs were not significantly lower under contracting-out than under direct public delivery. In addition, contrary to the arguments of the proponents of privatization or contracting-out, efficiency and productivity gains were actually higher under direct public delivery than when contracted out.     

The Rudd Government's Employment Services Agenda: Is it Post‐NPM and Why is that Important?

Perhaps the most potent symbol of the Howard government's faith in New Public Management (NPM) was the Job Network. Interrogating the Rudd government's replacement package, this article assesses whether the recent restructuring of employment services constitutes a post‐NPM environment. It is argued that there are major post‐NPM elements, seen most clearly in: the softening of jobseeker sanctions; greater deliberation on policy direction and results; a more inclusive employment super‐ministry and reliance on other ‘horizontal’ governance reforms; and enhanced government resources for multiple‐disadvantage clients. However, categorising these changes as post‐NPM is problematic because the steering mechanism remains the market‐based contract, a central NPM characteristic. Theoretical difficulties in applying paradigmatic concepts to services provide additional barriers to conclusive assessments, though the Rudd government's employment services regime provides a basis for taking stock in the post‐NPM debate.     

An empirical study of the consolidation of local public health services in Connecticut

This study contributes to the literature by empirically examining the decision of Connecticut communities to consolidate the delivery of public health services. As theory suggests, the prospect of scale economies is found empirically to increase the likelihood that a community consolidates public health services. In addition, differences across communities are found to inhibit the consolidation of public health services. Overall, the results imply that financial incentives may be necessary to encourage more regional districts because localities may underestimate the true minimum efficient scale for public health services and because heterogeneity among jurisdictions impedes regional cooperation.     

Meeting basic needs in Asia,Part II: Improving the performance of government and local communities

In nearly all Asian countries services available to rural populations are inadequate and inappropriate. Improvement is crucial not only to fulfilling basic human needs, but for raising productivity and generating more broadly based economic development. This article reviews the types of obstacles in the way of improving service delivery, and assesses the strengths and weaknesses of the major institutional arrangements for delivering services. In the light of this review the article identifies four issues of major importance, first, the priority to be given to providing social and productive services; second, the most appropriate approach to delivering social and productive services; third, how to finance social services more effectively; and finally what alternative means there are of improving the administration of services. This article follows on from Part I which presented a comparative review of service needs in Asian countries.     

Will the National Disability Insurance Scheme Improve the Lives of those Most in Need? Effective Service Delivery for People with Acquired Brain Injury and other Disabilities in Remote Aboriginal and Torres Strait Islander Communities

The aims of National Disability Insurance Scheme (NDIS) are to provide long‐term, person‐centred care and support to all Australians with a significant and ongoing disability, including individuals with an acquired brain injury (ABI). The scheme has significant potential to provide equitable opportunity of access to health and disability services. Historically, however, service provision in remote and outer regional areas of Australia lags behind more densely populated centres. Aboriginal and Torres Strait Islanders living with disability are already significantly marginalised. Further to this, people with an ABI are very often misunderstood and overlooked by disability services, health professionals and governments, and frequently fall victim to the criminal justice system. This paper provides an overview of the state of ABI disability for Aboriginal and Torres Strait Islanders in remote and outer regional settings, and the present sets of barriers they face to obtaining quality care and effective interventions. A significant opportunity has emerged with the advent of the NDIS but equitable benefit can only be achieved if additional and specialised measures are devised and implemented to appropriately screen for, and assess, incidence of ABI; disability services are appropriately resourced to overcome the pre‐existing disadvantage, and education, training and recruitment of Aboriginal and Torres Strait Islanders with the NDIS is undertaken to lead attitudinal changes in community to disability and health services. This paper concludes with recommendations for the NDIS to meet its laudable objectives.     

Proximity to service providers and service utilization among welfare recipients: the interaction of place and race.

Currently, welfare programs coordinate a range of services to support work among welfare recipients and help them overcome barriers to employment. This paper considers the relationship between spatial proximity to and utilization of support services among welfare recipients. Accessibility of mental health and substance abuse service providers among welfare recipients is examined in the three-county Detroit metropolitan area and the relationship between mental health service accessibility and mental health service utilization among welfare recipients considered. Not only does access to service providers vary significantly across the metropolitan area by race and place, but these analyses reveal that greater spatial proximity to service providers increases the probability that welfare recipients will receive services. When controlling for access to providers and individual-level characteristics, we also find that African American welfare recipients are about half as likely to use mental health services as white recipients.     

Nonprofits as Local Government Service Contractors

Despite the growing role that contracts with nonprofits play in local service delivery, only limited attention has been directed to why some cities rely more on nonprofit organizations to produce services or how political institutions influence the role nonprofits play in service delivery. To investigate these issues, the authors present a transaction cost explanation that focuses on how political system characteristics and structures of service markets shape the costs of negotiating, monitoring, and enforcing contracts for local governments. The findings indicate that forms of government, mayoral turnover, racial segregation, and the market of nonprofit producers influence the role of nonprofits in delivering elder services, but decisions to contract exclusively with nonprofits are subject to different influences than decisions to jointly produce service with a nonprofit organization.     

Privatization Revisited

Privatization encompasses an extraordinary range of activities involving the delivery of physical services, the delivery of social services, and even regulatory enforcement. When deciding whether to privatize, how to privatize, and to whom to privatize, policymakers should keep a number of criteria in mind. This paper specifies such criteria and reviews some of the evidence on privatization's effects.