Opportunities and challenges of the digital lifespan: views of service providers and citizens in the UK

Information about UK citizens’ use of digital technologies is often expressed in statistics – x% lack Internet access; y% get online to engage in online banking, update social media sites, or participate in online auctions. There are many social implications to digital technology use, however – individuals may communicate online as a major way to stay in touch with friends and family, and as Internet access rises and government and public sector budgets shrink, online services become an increasingly attractive way for government and public sector service providers to communicate with citizens. This paper presents selected results of an exploratory study designed to investigate the digital personhood of UK citizens through interviews with participants at three life transitions: leaving secondary school, becoming a parent, and retiring from work. Digital personhood in this paper implies identity information online, and some interaction with others around that information. We then report on our presentation of a selection of these results to thirteen stakeholders who represented UK government departments, public sector organisations, and industry. We found that citizen and stakeholder concerns were quite different, especially at the new parent life transition, and that stakeholders tended to underestimate the willingness and ability of citizens to become involved online with the government and public sector, and overestimate citizens’ vulnerability online. Future research should investigate practical strategies for increasing communication between stakeholders and citizens, and also how to encourage stakeholders to work together to benefit their common clientele – the citizens.     

Differences between the public and private communication of rumors. A pilot survey in Belgium

Liu et al. (2010) and Gelders et al. (2007) called for evidence-based research on differences between public and private sector communication. This article offers such data by focusing on an increasingly important domain of public relations (i.e., corporate communication about rumors vis-à-vis internal and external stakeholders).Our results show government communicators are more frequently confronted with harmful rumors than business communicators but a similar number of respondents from each group have experienced the listed effects and these respondents rate the effects as equally severe. However, fewer public sector communicators have applied most of the proposed strategies, and those who did found them to be in most cases less effective than private sector respondents. In other words, government communicators hear more rumors, experience equally often the negative effects and find them equally severe as business communicators, but they often do not react to them and if they do, they do not find the strategies to be very effective.This study suggests that typical features of public sector organizations, such as the capricious political climate and the influence of party politics, might offer an explanation for these findings.     

People as partners: Facilitating people's participation in public–private partnerships for solid waste management

Cities in developing countries are facing a double dilemma. On one hand, the urban population is growing rapidly, causing a huge increase in demand for waste management services. On the other hand, the traditional public sector is failing to respond to the increased demand for service. The public sector is constrained by resource and institutional limitations. It is often proposed that the solution lies in private sector participation. It is expected that the private sector, with its dynamism and flexibility, may fill in the service delivery gaps by forming partnership with the public sector. However, a third tier—the people—is often overlooked in the service delivery framework. Citizens can contribute significantly to service delivery. They can support the private sector with payment of service charges. But more importantly, they can play an active role in improving accountability and service quality of both public and private sector. This radical shift in people's role, from passive service receivers to active service partners, however, may not occur endogenously. External help from facilitating agencies may enable the public and private sector to form partnership with people for better service delivery. This article examines the role of facilitating agencies in developing tripartite partnership for solid waste management service in Bangladesh. The key lessons learned are: a number of obstacles prevented spontaneous partnership among the public sector, private sector and people; facilitating agencies were able to overcome the obstacles to form partnership of the three; and, the tripartite arrangement resulted in higher accountability and better service delivery.     

INFORMATIZATION AND PUBLIC ADMINISTRATION: A POLITICAL SCIENCE PERSPECTIVE

In recent years, both academic and policy making circles in the UK have shown a growing interest in the potential uses of information and communication technologies (ICTs) in the delivery of government services. Much of the academic literature has been centred around the concept of 'informatization', and it has been suggested that the new technologies are transforming public services. Key theorists in the field of Public Administration have argued that informatization is one of a number of major trends likely to shape public services in the twenty-first century. However, the dominant theoretical approaches within public administration- those rooted in political sciencesuggest that inertia and stability are the norm in the public sector; clearly there is something of a contradiction between these two broad approaches. This paper outlines three political science perspectives that might be used in analysing informatization: the policy networks approach, rational choice and the new institutionalism. Evidence is then drawn from the social security, health care and social care sectors of the British public sector and related to the political science frameworks in order to examine their utility. Not only do these frameworks rightly highlight the incremental nature of change, but they also help to explain important variations in ICT use across the three policy sectors. It is concluded that combining the study of informatization and political science offers a fruitful avenue for future research.     

The possible role of the non-profit sector in Hungary

A common feature of most non-profit theories is their concentration on the service-providing role of non-profit organisations, and the neglect of their redistributional role. At the cost of some simplification, there are two possible public policy responses to social inequalities: (1) the welfare state model with welfare redistribution under government control; and (2) the non-profit-based model — a large network of private organisations heavily supported by the government and complemented by government delivery of services. After 40 years of state socialism, Hungary now faces some important questions. What will be the role of the new voluntary sector? What are the possibilities of following the Western European route — a version of the welfare state model — or the American way — a non-profit-based model bolstered by ‘third-party government’? The present Hungarian situation is ambiguous; we can find arguments for and against both. It is also argued that a mixed solution, some cooperation between the public and private sectors, is needed. The Western European, American and Hungarian experiences indicate that only a strong for-profit sector and a developed, harmonious government/non-profit partnership can ensure healthy social and economic development. The present Hungarian situation is far too complex and difficult to promise a fast and conflict-free establishment of this partnership. But both public institutions and government are acting in a way that may result in the development of a government-supported non-profit sector. There may be an opportunity for developing a ‘Hungarian welfare state model’.     

Making use of qualitative tools: towards a fuller understanding of the voluntary sector’s engagement with public service delivery

Qualitative tools are potentially powerful to gain understandings of the voluntary sector’s (VS) engagement with public service delivery. This is because of the strengths associated with qualitative methods to gain specific information on an area as diverse as the VS and the ability to carry out comparative analyses. Despite this, research on the VS is dominated by work that uses quantitative tools. Using a case study of research conducted on VS’ engagement with the government’s welfare‐to‐work programme, the New Deal for Young People, I discuss three advantages commonly associated with qualitative tools. These are the flexibility of open‐endedness and the importance of understanding processes and staff’s perspectives. I conclude that if the government wants to keep the VS engaged in the delivery of public services, they need to understand what keeps the VS involved and that qualitative tools can make a substantial contribution towards understanding this.     

Making Sense of Organizational Change: Voices of Older Volunteers

The role of voluntary and community sector organizations in the delivery of public services is increasing and these changes bring new responsibilities and benefits to organizations that have the capacity to participate. There are concerns within the sector about the implications for citizenship and participation. The sector is highly dependent on volunteers yet little is known about how organizational change in response to new relationships with the statutory sector impact upon the commitment and well-being of people who volunteer. This paper addresses that gap in knowledge for older volunteers. Drawing upon collaborative research with a voluntary organization in the north of England, the authors explore the meanings and aspirations of volunteering for older people, and explain how and why changes associated with closer engagement with public service delivery and less grant dependency can be disempowering for them.

Solid waste collection by the private sector: Households’ perspective—Findings from a study in Dar es Salaam city, Tanzania

The issue of poor solid waste management (SWM) is a challenge throughout the world, in both developed and developing countries. People always generate solid waste through their daily activities. This solid waste needs to be properly managed in a way that minimises risk to the environment and human health, which means storage, collection and proper disposal. At the same time solid waste creates livelihoods for the urban poor in terms of employment and business. This paper looks into one aspect of SWM, namely collection service.The importance of SWM is now recognised at international, national and community level. The Agenda 21 declaration of the United Nations [UN. (1993). The global partnership for environment and development: A guide to agenda 21 (pp. 88–94). New York: United Nations] addresses the issue of environmentally sound management of solid waste, with emphasis on the extension of solid waste service coverage to all urban and rural areas worldwide.SWM is a service for which local governments are usually responsible. However, due to inadequate capacity in the public sector, in many developing countries the private sector has stepped in to fill the gap in service provision. Dar es Salaam (DSM), Tanzania, is one such developing country city in which the private sector has become involved in solid waste collection services. The sector comprises Non-Government Organisations (NGOs), Community-Based Organisations (CBOs), and local private companies [Kassim, S. M., & Ali, S. M. (2003). Private solid waste collection SERVICE, Dar es Salaam Tanzania. In Proceedings of the 29th WEDC international conference: Towards millenium development goals. Abuja Nigeria, Water and Engineering Centre WEDC]. The private sector in solid waste collection in DSM has been promoted by Sustainable DSM Programme (SDP) through Environmental Planning and Management (EPM) [UNCHS. (1994a). Sustainable Human Settlements Development: Implementing Agenda 21; UNCHS. (1994b). UNCHS (Habitat) Activities; New Envoy to UNCHS from the United Republic of Tanzania. Habitat News, 16, 1–3].Contracting out of solid waste collection services to the private sector has emerged to fill the gap in service delivery. In 1991 the city was generating 1400 tonnes of solid waste per day out of which only 5% was being collected. Currently daily solid waste generation is estimated at about 2500 tonnes and approximately 48% of the total waste generated is collected. At present, privatisation covers 44 out of 73 city wards, and 45¹ active registered private companies are involved [Chinamo, E. B. M. (2003). An overview of solid waste management and how solid waste collection benefits the poor in the city of Dar es Salaam. Solid waste collection that benefits the poor, Dar es Salaam, Tanzania, Collaborating Working Group on Solid Waste Management in Low and Middle -Income Countries (CWG)].This paper presents the findings of a study that explored the households’ perspective on solid waste collection services provided by the private sector. The study showed that the solid waste collection service by the private sector is greatly influenced by households’ attitudes and behaviour. Their participation, demand for service, awareness, satisfaction level and views on cost recovery are important in the sector. The study concludes that the above factors would be superior if customers (households) were more involved in the planning and decision-making.     

Co-production and Third Sector Social Services in Europe: Some Concepts and Evidence

The third sector is poised to play a leading role in public sector innovations in the twenty-first century. The third sector can enhance, facilitate, and promote greater citizen participation in the determination, provision, and governance of social services through co-production. This article explores some crucial conceptual issues related to the co-production of public services and the role of the third sector. It also provides some brief empirical evidence of the potential of the third sector, not merely as a service provider, but also as a facilitator of the re-democratization of the European welfare state. Here, collective action and third sector provision are crucial for distinguishing between co-production heavy and light. The conclusion focuses on the ability of the public, third, and for-profit sectors to embrace greater citizen participation and co-production.     

The negative effects of construction boom on urban planning and environment in Turkey: Unraveling the role of the public sector

Construction sector is usually accepted as the engine that triggers economic growth due to its strong backward and forward linkages with other sectors. On the other hand, it is also argued that increased construction activity could end up with negative economic, social and environmental impacts. The literature emphasizes the role of public sector, especially the national governments in minimizing the negative impacts of construction activity. The related arguments mostly postulate that public sector is well aware of the environmental challenges caused by construction activity and devoted to the understanding of how to improve the sustainability performance of private developers. Yet the case of Turkey provides significant evidences to question these assumptions. In this respect, this paper elaborates on the negative impacts of increased construction activity in Turkey and argues the role of public sector in intensification of the negative environmental effects through deregulation on urban planning and housing production by public agencies. The findings of the research highlight the importance of sustainable construction and verify the need for mainstreaming of sustainable construction into public policy-making at national and local levels, especially in developing countries, where most, if not all, of the future urban population growth will take place.     

The rise of regulation of the public sector in the United Kingdom

Governments not only regulate business and society but also themselves in the form of regulation of publicly owned and/or funded bodies. Regulation of the public sector involves regulators operating at arms-length from those they regulate using systems of standard setting, monitoring and enforcement. In the past three decades in the UK, regulation has become increasingly important both in terms of absolute resources devoted to the activity and relative to other forms of control (particularly self-control by public sector professionals and control within large integrated bureaucratic structures). These trends have, in part, been fuelled by executive politicians' attempts to control public services and demands from citizens and users for better quality and efficiency. In the past decade, more explicit and extensive review of regulation of the public sector has been undertaken. Whilst not as developed as private sector Regulatory Impact Analyses these reviews have promoted the use of techniques including regulatory enforcement pyramids and risk based regulatory approaches. — Special issue: New patterns of institutions.     

Hyper-Segmentation and Exclusion in Financial Services in the U.S.

Abstract

The last twenty years has been a period of major structural change for the financial services sector in the United States. Some of this restructuring has been prompted by technological change, but public policy has actively facilitated the increased mobility of capital to places where it brings the highest short-term private return but not necessarily the greatest long-term social return. While deregulation and technology have combined to provide a wider choice of services and increased price pressure in the lucrative segments of different financial markets, the pursuit of affluent customers has left lower-income consumers and very small firms at a disadvantage. The sector overall has moved toward a hyper-segmentation of customer bases by income and race, leaving many communities served primarily by higher-cost and sometimes abusive financial services firms.     

Human capital inflow in nonprofits: Entry‐level employees’ sector shift

Although recruitment and retention of qualified employees are some of the biggest challenges in the nonprofit sector, nonprofit organizations must maintain human capital inflow due to its significant impacts on organizational success. Through person‐organization value fit, this paper explores the factors that influence labor shifts from the public or for‐profit sector into the nonprofit sector in the South Korean context. Specifically, the effects on the likelihood of employees switching to the nonprofit sector from the perspective of eight job satisfaction measures and three education–job match measures are investigated. Two groups of employees (those whose career started in the for‐profit sector and those starting in the public sector) are compared. Results indicate that there is substantial variation between the two groups. In particular, intrinsic job satisfaction has completely different effects on those working in the for‐profit sector than on those working in the public sector regarding their likelihood of having experienced an intersectoral shift into nonprofits. The more public employees are satisfied with intrinsic job rewards, especially job reputation, the more likely they are to move to nonprofits. These results suggest that when employees in the public sector are satisfied with intrinsic rewards they tend to pursue greater intrinsic satisfaction in the nonprofit sector. This paper also reports that education–job match is only significant for those whose first job was in the for‐profit sector.     

Employers’ responses to the HIV epidemic in sub‐Saharan Africa: Revisiting the evidence

Do employers have a role to play to support people living with HIV? The literature on sub‐Saharan Africa points to the existence of a positive business case that sees firms as incentivized to provide HIV‐related services to HIV positive workers However, the evidence is narrow and incomplete, with the business case holding for a limited number of formal sector skilled workers, leaving out most people living with HIV. If employers are to play a role, policy‐makers need to create conducive conditions for positive responses, in addition to—not in replacement of—strengthening public healthcare systems.     

Factors influencing the success of PPP at feasibility stage – A tripartite comparison study in Hong Kong

Public Private Partnerships (PPP) have been used extensively in both developing and developed countries in delivering various types of projects, ranging from road construction, railway transport systems to health care facilities and schools. Critical success factors of PPP schemes at the implementation stage were identified. It is however more important for decision-makers to identify the factors for feasibility evaluation of adopting the PPP at the outset. This study aims to explore the key successful ingredients to be assessed at the initial stage of PPP projects as perceived public sector, private consortium and general community so as to attain a “triple win” scenario, via a questionnaire survey and a series of expert interviews conducted in Hong Kong. Survey results indicate that the most critical factor for evaluating the feasibility of PPP projects, especially to the general community, is an acceptable level of tariff. Cost effectiveness and financial attractiveness are the most important evaluation factors as ranked by the public sector and private consortium respectively. In addition, the existence of a long-term demand for the proposed services, availability of strong private consortium, alignment with government’s strategic objectives, as well as reliable service delivery are also rated as highly important to the success of PPP schemes. Addressing the tripartite expectations is indispensable to ensure the feasibility and successful delivery of public services and infrastructure projects via PPP schemes.     

British Statutory Sector Partnerships with the Voluntary Sector

Abstract

The boundaries of the welfare state in Britain have shifted considerably since the early 1980s. In the context of a desire to see an expanded mixed economyof welfare, the voluntary and community sectors have been expected to take on, in partnership with the statutory sector, a more active role in the delivery of a range of welfare services. Governmental speeches and policy initiatives in the UK have reasoned that the voluntary sector is cost-effective, offers “added value” to users and statutory sector purchasers, provides high quality services, is adaptable to changing needs and promotes greater user involvement. This article takes a critical look at some of the claims that are often made for service-providing voluntary organizations in the field of community (social) care.     

Processes of Institutionalization and Differentiation in the Italian Third Sector

The article describes the recent evolution of the Italian third sector, focusing particularly on its changing role in relation to welfare policies and on its contribution to the development of the provision of social services. In contrast with those considering the emergence and development of the sector solely, or mainly, as a consequence of decisions made by external actors, especially public institutions, the article shows a more complex and dynamic picture. The article demonstrates that the Italian third sector, although at the present time largely engaged in contractual services with the public sector, has maintained a level of autonomy that allows for continuous innovation both within and external to the social service sector. The Italian case supports the need for further debate on the role of the third sector in modern society.     

MUNICIPAL GOVERNMENT APPROACHES TO SERVICE DELIVERY: AN ANALYSIS FROM A TRANSACTIONS COST PERSPECTIVE

Municipal governments are less likely to contract out for service delivery if citizen preferences for the service are heterogeneous. This conclusion is based on an analysis that extends to the public sector the empirical industrial organization literature on transaction costs and the "make or buy" decision faced by private firms. Service delivery practices for sixty-three municipal services are examined. The findings are consistent with the proposition that the cost for writing and monitoring contracts may be an important consideration in municipal service delivery approach and that bureaucratic supply may not be as inefficient as some previous studies indicate.     

Stakeholder participation for sustainable waste management

Inadequate environmental sanitation in many cities is a major cause of diseases and is a drain on the economy by way of lost workdays, cost of treatment and cleanup activities. Municipal authorities and policymakers need to act fast to address this issue. Sustainable waste management provides a comprehensive inter-disciplinary framework for addressing the problems of managing urban solid waste, in the resource constrained developing countries where quality of such services are poor and costs are high often with no effective means of recovering them. Upgrading the coverage of waste management and services and increasing their efficiency is a precondition for improving the environmental quality of cities. This paper highlights the fact that the involvement and participation of all the stakeholders such as the waste generators, waste processors, formal and informal agencies, non-governmental organisations and financing institutions is a key factor for the sustainable waste management.     

Dealing with the Dilemmas: Integration at the Street‐level in Norway

In Norway, as elsewhere in Europe, the debates about immigration, increasing cultural diversity and the need for integration, are heated and polarised. For welfare state workers and institutions, the perceived task and challenge of integration has to a large extent been to both provide space for cultural diversity and to promote social equality through participation in the labour market, education, and civil society. Amidst all this ongoing debate, a large number of people deal with these issues as a part of their daily work. This paper focuses on the dilemmas such street‐level bureaucrats, or diversity workers, encounter in their work with refugees, immigrants and their children. Most of all, it explores the strategies they have developed to handle such situations. Street‐level bureaucrats have a range of strategies to get around integration dilemmas, which are presented here as five distinct response repertoires. The analytical construction of these repertoires is useful because it provides us with a tool to describe and understand what is going on when policies are translated into institutional practices. It shows how public sector employees are handling the everyday dilemmas that policy does not provide the solutions for. Finally, this analysis of repertoires can also be useful in thinking normatively about what kinds of strategies particular institutions ought to nurture and how they can achieve this.