Les plaintes des citoyens: une revendication de « qualite » des services publics

Sommaire: Cette étude découle d'une recherche effectuée auprès des « services de plaintes » que le gouvernement du Québec a mis sur pied au cours des dix dernières années dam la plupart des ministères et dans de nombreux organismes. La première partie du texte présente une typologie des lésions pouvant être subies par un citoyen dans ses relations avec 1'Administration. Les auteurs identifient cinq formes de lésion possibles: la légalité, la matérialité, la régularité, l'opportunité et la qualité des déisions de 1'Administration. La seconde partie du texte reprend l'hypothèse de départ quant aux types de lésions traitées par les services de plaintes et donne les résultats des entrevues avec les responsables de ces services sur cette question. L'hypothése de recherche repose sur le constat que la déjudiciarisation des modes de règlement des litiges entre I'Administration et les administrés correspond à une réorientation de la culture organisationnelle de l'appareil d'État vers la qualité des services offerts à l'usager. Les résultats obtenus à la suite de la consultation de 21 services de plaintes confirment largement cette hypothèse de depart: la qualité est le seul motif de lésion relevé par l'ensemble des répondants. Cette mutation est importante: surtout préoccupée jusqu'à une époque récente de l'opportunité de ses politiques publiques et de la légalité de leur application à des cas particuliers, I'Administration voit agrandir considérablement la nature des attentes du citoyen à son égard. Abstract: This study is the result of a research project involving the “complaint service” set up by the Government of Quebec over the last ten years in most departments and within many agencies. The first part of the paper lists the types of injuries people might suffer in their relations with government. The authors identify five types of potential damage: the legality, materiality, regularity, opportunity and quality of the government's decisions. The second part of the paper examines the initial assumption regarding the types of damage handled by complaint services and gives the results of interviews conducted on this issue with the heads of those services. The research hypothesis is based on the finding that the “de-judiciarization” of the methods for dispute settlement between the government and citizens is in line with redirecting the organizational culture of the state apparatus towards the quality of user services. The results obtained after consulting twenty-one complaint services broadly confirm this initial hypothesis: the quality is the only type of injury noted by all respondents. This is a major change: the government was until recently concerned primarily with the timeliness of its public policies and the legality of their enforcement in specific cases, whereas the nature of people's expectations from the govemment has now greatly expanded.     

Popular post-separation parenting smartphone apps: An evaluation

In recent years a bewildering array of smartphone applications (“apps”) has emerged to support separated parents' communication. Post-separation parenting apps vary in cost and features; they typically comprise a messaging tool, shared calendar, expense tracker and a means to export records for legal purposes. A key challenge for separated parents and family law practitioners alike is knowing which apps or app feature(s) can work well for different family contexts, needs and budgets. The present study sought to evaluate nine popular post-separation parenting apps and their features using small-n Human–Computer Interaction methods. Mediators role-played high conflict ex-couples while completing a set of five common post-separation communication or organizational tasks. A cross-case analysis of ratings was conducted. We found that (a) many of the mediators changed their apparent enthusiasm for co-parenting apps once they had used the apps themselves; (b) all nine apps were rated somewhere between “Poor” to Fair’; and (c) features of some of the best-known apps were not rated as highly as some of the features of more recent, lesser-known apps.     

The 2008 Guinea Conakry coup: Neither inevitable nor inexorable

This article examines the issue of democratic governance in Guinea–Conakry and the impact that international donors had on the political debate in the last years of the Conté regime. Our contention here is that there was and continues to be an evolving pluralism and embryo group of self-defined civil society organisations in both urban and rural Guinea but as a result of the December 2008 military coup opportunities have been lost in the promotion of democratic governance and more pluralistic group dynamics in Guinea. Support for indigenous (and self-defined) civil society groups, including the development of political parties by the international community, is essential to the return to institutionalised governance.     

An Examination of Authoritarian Personality Traits among Police Officers: The Role of Experience

This study compared authoritarian traits as determined by MMPI-2 scores between inexperienced versus experienced police officers. The purpose of this comparison was to investigate whether experienced police officers possessed higher levels of authoritarian traits which may be related to years on the job. Results found that inexperienced and experienced police officers tend to be psychologically healthy and do not possess high levels of authoritarian traits. Some specific differences emerged with inexperienced police officers demonstrating higher scores on ASP (antisocial practices) but lower scores on HY (emotional reactions to stress). Possible reasons for these results are discussed.     

The role of social learning in adaptiveness: insights from water management

The article introduces the notion of adaptiveness and discusses the role of social learning in it. Adaptiveness refers to the capacity of a social actor or social–ecological system to adapt in response to, or in anticipation of, changes in the environment. We explore arguments both from a theoretical perspective and through illustrations from case studies of water management in the Alps of Europe and Mekong in southeast Asia. We propose and illustrate that social learning processes are important for building adaptiveness in several ways and at different scales. Social learning can help cope with informational uncertainty; reduce normative uncertainty; build consensus on criteria for monitoring and evaluation; empower stakeholders to take adaptive actions; reduce conflicts and identify synergies between adaptations; and improve fairness of decisions and actions. Findings in the case studies provide some support for these generalizations but often with caveats related to diversity of stakeholder interests, levels of shared understanding versus contested knowledge and scale of coordination. For this reason, we suggest that future work pays greater attention to issues of agency, knowledge and scale: What strategies have individuals and organizations pursued in successful examples of social learning? How are the boundaries and interactions between science, policy and practice managed? How does social learning occur across spatial and temporal scales?     

Government Assistance Protects Low‐Income Families from Eviction

A lack of affordable housing is a pressing issue for many low‐income American families and can lead to eviction from their homes. Housing assistance programs to address this problem include public housing and other assistance, including vouchers, through which a government agency offsets the cost of private market housing. This paper assesses whether the receipt of either category of assistance reduces the probability that a family will be evicted from their home in the subsequent six years. Because no randomized trial has assessed these effects, we use observational data and formalize the conditions under which a causal interpretation is warranted. Families living in public housing experience less eviction conditional on pre‐treatment variables. We argue that this evidence points toward a causal conclusion that assistance, particularly public housing, protects families from eviction.     

Hemispheric reconfigurations in Northern Amazonia: the ‘Three Guianas’ amid regional change and Brazilian hegemony

Regional and hemispheric reconfigurations in Latin America and the Caribbean are increasingly mediated by Brazilian power, and the engagement of Guyana, Suriname and French Guiana with this emerging context is intriguing. They are tentatively moving away from a Caribbean region with which they are culturally contiguous, towards a South American continent in which they are geographically located. This is partly a reflection of the gradual opening up of the Northern Amazonian space that they share collectively, and also with Venezuela and Brazil. These processes are occurring as cause and effect of Brazil’s emergence as a regional – and even regionally hegemonic – power. With reference to wider debates on regionalism and hegemony, we analyse the uncertain consequences of these shifts.