Thematic elements underlying the delivery of services in high-contact public service encounters

Earlier research alludes to the fact that enhanced information and systems (IS/IT) functionalities coupled with a lower degree of interaction with customers, the so-called zero- touch, real- time, self-service enhance services engagement. In this article, utilising a series of thematic elements drawn from two exploratory case studies, the authors suggest that the real enhancement of service delivery and increase in customer satisfaction, especially in frontline public service encounters, are not necessarily achieved through infusions of IS/IT, but from the adoption of a service philosophy which allows such organisations to de-emphasise IS/IT and instead focus on significant organisational factors in the area of enhanced human interaction.     

Personal computing and support services

This paper reports the results obtained from a field study of 173 US companies which have implemented personal computing in the past five years. The study establishes the relationship between (i) the support services provided by the MIS department and its control over the PC acquisition process and (ii) and degree of information system (IS) management concerns with personal computing problems such as user training and user experience and the existence of selected organizational programs and policies for personal computing. This study provides empirical evidence concerning the above relationships by formulating and testing three propositions.     

Public expenditure and public accountability

Within a parliamentary democracy, both the Executive and Legislature have key roles in ensuring public accountability for budgetary decisions. The internal budgetary processes of the United Kingdom Government have developed the PESC system of planning public expenditure over a rolling five year period at constant prices. At the same time, the effectiveness of parliamentary financial procedures, far removed from the decision processes, has further declined. The key weaknesses are identified as: (1) the almost complete divorce between parliamentary discussion of expenditure and that of taxation; (2) the manner in which the Government's survival might be imperilled by defeat even on minor items, which limits the activities of Government backbenchers; (3) the unequal knowledge and resources of Government and Parliament, accentuated by British traditions of official secrecy; and (4) the failure of Parliament to seize those opportunities which are available (e.g. debates on the annual Public Expenditure White Paper). Proposals have been made for reform of financial procedures and for a new system of select committees by the Expenditure and Procedure Committees. These are evaluated and given a cautious approval. The emphasis is on the aim of integrating parliamentary debate of the expenditure and revenue sides of the public budget. A single budgetary document is proposed. Multi-year tax forecasts, and the underlying medium term economic assessment, should be published. ‘Tax expenditures’ should be carefully costed and linked to the relevant expenditure programmes. These reforms would provide a more coherent and comprehensive framework for public debate of budgetary decisions.     

Measuring efficiency in the public sector

One method of pursuing efficiency in the public sector has been the publication of performance indicators for individual agencies. It is often unclear how these indicators should be interpreted in isolation. This paper uses data envelopment analysis to show how the data underlying performance indicators can be used to generate a single measure of efficiency for an agency. The method systematically adjusts for differences in the environment that different agencies face. The potential limitations of the technique for the purpose of inter-agency comparison are then discussed.     

Learning through communicating with the public

Abstract

In 2012, ETH Zurich, in collaboration with Swiss Society of Engineers and Architects (SIA), organized a travelling exhibition on the theme Darum Raumplanung (Spatial Planning: Here’s Why!), which was hosted by 37 Swiss cities (with 42 stops in sum) over the last three years. Through this exhibition and its parallel events, such as grand openings, guided tours, debates, visits in schools and a website, we wanted to raise public awareness of the public’s responsibility, both individual and collective, for the living spaces and the environment. Guided tours for adults, as well as for primary and secondary school students, were conducted by undergraduate planning students and recent graduates of a master’s programme in planning. We discovered that planning students had gained considerable experience in communicating with the public through this exercise.     

Strategy mapping in the public sector

The Balanced Scorecard links strategic objectives and performance measures across a number of perspectives. A development of the Balanced Scorecard—strategy mapping—provides a powerful way of demonstrating the links between each of the perspectives. This paper explores the use of strategy mapping as a tool to develop strategy in a public sector agency and suggests a simplified version which can communicate that strategy effectively, both inside and outside the organisation.     

Stress, the press, the baby and the bathwater

The most important service rendered by the press is that of educating people to approach printed matter with distrust.

Samuel Butler, 1835-1902 English novelist and satirist     

Stress and the London Regional Transport train driver

Abstract

This study was carried out to identify and assess possible sources of stress in London Regional Transport train drivers caused by the introduction of one person operation (OPO) on the Metropolitan Line of the London Underground. OPO involves combining the duties of the driver and guard. The drivers' reactions to this possibly stressful situation were assessed through interview, using a sample of one-third (18) of the affected driven, and by analysis of possible organizational outcomes, such as sickness absence and failures, delays and accidents on the line. No experience of stress by the drivers as a result of OPO was indicated by these data; however, it was possible to make recommendations for improving the driver's cab on the basis of the study.     

Stress and the London Regional Transport train driver

This study was carried out to identify and assess possible sources of stress in London Regional Transport train drivers caused by the introduction of one person operation (OPO) on the Metropolitan Line of the London Underground. OPO involves combining the duties of the driver and guard. The drivers' reactions to this possibly stressful situation were assessed through interview, using a sample of one-third (18) of the affected driven, and by analysis of possible organizational outcomes, such as sickness absence and failures, delays and accidents on the line. No experience of stress by the drivers as a result of OPO was indicated by these data; however, it was possible to make recommendations for improving the driver's cab on the basis of the study.     

Exploring the link between integrated leadership and public sector performance

This study develops the concept of integrated leadership in the public sector. Integrated leadership is conceived as the combination of five leadership roles that are performed collectively by employees and managers at different levels of the hierarchy. The leadership roles are task-, relations-, change-, diversity-, and integrity-oriented leadership. Using data from the Federal Human Capital Survey and Program Assessment Rating Tool, we analyze the relationship between integrated leadership and federal program performance. The findings from the empirical analysis indicate that integrated leadership has a positive and sizeable effect on the performance of federal sub-agencies. The study concludes with a discussion of the implications of the findings and limitations of the study.     

Stress and the bus driver in the UK transport industry

This study was carried out to identify potential sources of stress for bus drivers working for the established operator in a major UK city, six months after the deregulation of bus transport. The focus was to assess the mental health and job satisfaction of the drivers. An interview programme was followed by a questionnaire survey of 376 male bus drivers. Major problem areas related to health and home-related concerns, problems intrinsic to the job, lack of involvement and support during the organizational changes occurring and fears regarding physical assault. Existing problems had been intensified as a result of streamlining and increased competition. The bus drivers were found to demonstrate lower levels of job satisfaction and unfavourable scores on mental-health indices when compared to normative samples, which was associated with their work-related stressors. The impact was significantly reduced for those men driving the newer minibuses in contrast to the traditional 72-seater double-decker buses.     

Managing the impacts of large public programs

This paper is the result of a research project which investigated the impact of the U.S. space program on the American economy. Based on their field studies of past space program impacts, the authors develop several conclusions regarding the overall management and strategic planning of large public programs. In this article, the author outlines a structured approach to strategic planning and evaluation which will aid public program managers to respond to the challenge of impact management.     

Conflicts between public and private opinion

The opportunities for research in the 1980s will be much affected by changes in society. In particular, by a clash between two powerful forces—the producer bureaucracy and the new individualism. It will be a clash of values and opinions; and research will be needed to measure them.However, there are dangers in the way that opinion research will be used, and especially in the way that it will be publicized. The protagonists in the arguments on many social issues are likely to make increasing use of published ‘research events’— that is, over-simplified and superficial figures on public opinion, designed mainly to appeal to the media's need for simple and dramatic news, and thence to affect public policies.In fact, the evidence is very strong that there is a genuine difference between people's private opinions and their public opinions. But the requirements of media contests will tend to force research methods to concentrate heavily on public opinions. The danger is not so much that this would distort social policies (though it might) as that it could damage the reputation of market research in general—especially if, as is likely, the findings of one group's ‘research events’ appeared to be directly opposed to those of another's.One important challenge of the 1980s will be to identify these risks and do something to guard against them. Five simple guidelines are suggested which I hope can contribute to a joint campaign to educate in the proper use and presentation of opinion research.