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Key Factors in Service Delivery for Government Agencies

Discuss about the Public Service Delivery for Managing with External.

This particular report is mainly aimed to identify all the crucial as well as the key factors in the service delivery for the government agencies. On the other hand, three important recommendations are also aimed to be established in this study through which issues associated with the service delivery can be mitigated. Apart from that, this report has the aim to deploy an e-government service delivery infrastructure with the help of which the new service for an “imaginary developing country” can be implemented. Moreover, the three suggestions are also aimed to be provided in this report, which are the key processes or the strategies through which the user needs can be integrated into the service design.

According to Demydov et al., (2015), the effective coordination of the service delivery can easily increase the service quality as well as can also benefit the providers of service. The benefits incorporate much effective utilization of resources as well as improved relationships of working. The Human Service delivery process is complicated in the modern Western societies with the higher expectations in community who are competing the requirements. The human service delivery is often delivered under the fiscal barriers. The specialization can also be meant that the individual agencies or the service providers implement the expertise for delivering a very specific service, yet communities, families as well as individuals (Khosa, 2015). Therefore, it is very crucial for recognizing the fact that the distinctions between the community-initiated as well as the whole-of-government approaches are often blurred, in cases particularly where the community-initiated are taken up by the programs of whole of government due to their perceived success in order to deliver the real results. It is also clear regardless of such distinctions through the analysis of both the approaches that the certain factors in association with the coordination of the service delivery can lead to the positive outcomes for the indigenous Australian.  There are few significant as well as crucial factors in the service delivery for the Government agencies, which are crucial in delivering such outcomes such as:

  • Applying an approach based on strengths
  • Investing resources as well as time into the consultations of community (Gabris et al., 2014).
  • Ensuring the cultural appropriateness

On the other hand, there are four key elements for the successful delivery systems of the services necessary for the government agencies are the customer experience, employee engagement, service quality as well as the service culture. According to the survey done by the Digital Transformation agency of the Australian Government, it can stated that the government agencies should follow the above mentioned and analyzed factors in order to make the government processes less stressful as well as less complex for the people (Brown, Potoski & Van Slyke, 2015). This is simply because the government agencies have an ethical obligation for delivering the service with the best quality as the public servants within the quickest possible time. As per data presented in the survey, it can be seen that most of the people are comfortable with the utilization of the digital channels for interacting with the federal government agencies (Erickson & Glazer, 2015). Running a successful service company should be synonymous with the delivery of the excelling service. This survey has provided that all of the factors identified in this section are the key elements in the service delivery for government agencies.

Major Recommendations for the Service Delivery

Accomplishing the goals of the service delivery is very crucial as well as a big challenge for numerous governments. It can be stated that the local government of a particular country should have the facilitated delivery of service (Reddick & Turner, 2012). Therefore, the failure in the provision of the promised public services as well as the goods is the consequence of the immediate failure of the reformation of the public sector as it has been the case in numerous developing and the developed countries as well (Schnoll, 2015). Therefore, in case of the government agencies in Australia, these agencies can follow three significant recommendations in order to resolve as well as overcome the issues associated with the service delivery served by the public sectors in the country. These are as follows:

Focusing on the problem management process for the service delivery – The government agencies in Australia should adopt as well as build a proper and an effective problem management process in order to provide a perfect service delivery. This is simply because that the process of problem management for the delivery of service is mainly focused on the reducing incidents as well as the impacts of those incidents on the operations of a particular organization (Papadomichelaki et al., 2013). The problem management process should help the clients of the government agencies in Australia in terms of reducing the incidents as well as their impact on the operations. It can address the underlying cause of several incidents and it also attempts to address as well as detect the major reasons of issues.


Implementation of the Effective Regional Service Delivery Model – The problems or the issues in association with the service delivery process of the government agencies in Australia can be mitigated with the help of the proper implementation of the effective Regional Service Delivery Model. The Regional Service Delivery Model is easily customizable as well as permits the local governments for determining how to collaborate as well as pool the resources most effectively. The Regional Service Delivery Model possesses the sharing economy in order to help the governments in Australia for delivering the services that their citizens need on the basis that is as needed (Papadomichelaki & Mentzas, 2012). The citizens can enjoy the real advantages without incurring long term costs and the increase in the tax as a result of the sharing solutions.

Adoption of the Cohesive Service Delivery Theory – This particular theory can also play a two significant roles in terms of resolving the issues in relation to the service delivery process of the government agencies in Australia (Schnoll, 2015). First role of the implementation of this theory is the facilitation the understanding the distinct factors by contributing to the delivery service. On the other hand, the second role is to justify and inform the policy and development program and the implementation for public participation, e-governance and good governance resulting in the effective service delivery.

E-government has become the global or the international phenomena. Over the last decade, there have been some great as well as significant innovations in the e-government. Most of the governments of several countries over the world have developed the detailed strategies to realize their programmes of e-government (Luftman et al., 2013). The objectives of these particular programmes generally vary over the countries, still there are many commonalities. The proper implementation of e-government strategy or the e-government service delivery infrastructure can be significant for the establishment of the imaginary developing country. In other words, it can also be stated that the e-government would be very simple regarding the application of the communication as well as the information technology to all the aspects of the business of the government agencies (Egan, 2013). Therefore, it makes sense in terms of improving the effectiveness as well as the efficiency in the achievement of the outcomes of the program as well as policy. There are few significant objectives behind the implementation of the proper e-government strategies proposal for a new service for an ‘’imaginary developing country. These are as follows:

  • To deliver citizen services as well as integrate the organizational silos over the common channels
  • To design the technology architecture such as standards, data as well as infrastructure for the public sector.
  • To map the path from the pilot experiments towards the scalable as well as sustainable systems.
  • To generate the savings with the help of the application of the I&IT in the backend processes or the other areas of programs.
  • To handle the enhancing or the incrementing costs of the I&IT in the government
  • To enhance or maximize the effectiveness of the initiatives of ICT within the government.
  • To implement the institutional frameworks as well as right policy from the beginning
  • To pursue the real or the actual goals of the economic development just not technology push.

E-government Service Delivery Infrastructure Proposal


There are few significant e-government service delivery structure within its infrastructure which would be effective for the implementation of the new service for an Imaginery developing country (Beloglazov et al., 2014). These are as follows:

  • Process One – This particular process incorporates the definition of the vision as well as the goals, setting up the taskforce of high level leadership, ensuring consistency with the priorities of the economic development, assessing the status as well as securing the political support (Schnoll, 2015).
  • Process two - This particular process incorporates putting in place e-government management framework, assessing the needs for priority for the government services, secure funding, establishing the partnerships with the private sector where feasible as well as designing service delivery, data sharing as well as the technical infrastructure (Alford & O'Flynn, 2012).
  • Process three - This particular process incorporates the development of the plan of time-bound implementation, security of the stakeholder buy-in of the plan of implementation, strategy implementation in phases, publicizing and measuring progress as well as evaluating results and making the corrections in the course (Merrill et al., 2014).

The proper as well as the effective integration of the user requirements into the service design of the government agencies is very important and crucial as well. Therefore, in order to accomplish an effective service design, three major suggestions should be maintained as well as followed. These are as follows:

  • Customer feedback – In order to gain a positive customer feedback, it is important to properly incorporate the elements continuous improvements, account management as well as customer intelligence (Khosa, 2015). Therefore, it must be stated that user needs can be integrated into the service design if the positive customer feedback can be achieved with the help of the incorporation of the service design elements.
  • Operations review – Operation review is the major or the crucial checkpoint of management, which should be occurred at the specified intervals aligned normally to the period of measurement stipulated in the “Service Level Agreement” as well as the “Operating Level Agreement” documents (Erickson & Glazer, 2015). Therefore, it can act as the crucial suggestion, which is necessary to be accomplished for integrating the needs of the user into the service design.
  • Service Quality – It can be considered as the important or the key suggestion for the integration of the necessities of the users into the service design. The service quality simply incorporates the performance, process as well as the strategic management systems. This process design or this strategy is the basic towards the design of the entire model of service management (Reddick & Turner, 2012). Therefore, with the help of providing a good service quality, the clients can get help for fulfilling their mission and supporting them in the pursuit of the organizational purpose of them.

Conclusion

After conducting the entire discussion in this particular report, it can easily be stated that this report has successfully identified all the crucial as well as the key factors in the service delivery for the government agencies. On the other hand, three important recommendations have also been successfully established in this study through which issues associated with the service delivery can be mitigated. Apart from that, this report has also successfully deployed an e-government service delivery infrastructure with the help of which the new service for an “imaginary developing country” can be implemented. Moreover, the three suggestions provided in this report those are the key processes or the strategies through which the user needs can be integrated into the service design.

References

Alford, J., & O'Flynn, J. (2012). Rethinking public service delivery: Managing with external providers. Palgrave Macmillan.

Beloglazov, A., Banerjee, D., Hartman, A., & Buyya, R. (2014). Improving Productivity in Design and Development of Information Technology (IT) Service Delivery Simulation Models. Journal of Service Research, 1094670514541002.

Brown, T. L., Potoski, M., & Van Slyke, D. M. (2015). The impact of transaction costs on the use of mixed service delivery by local governments. Journal of Strategic Contracting and Negotiation, 1(4), 239-267.

Demydov, I. V., Strykhalyuk, B. M., Shpur, O. M., Mohamed, M. E. H., & Klymash, Y. V. (2015). The structural-functional synthesis of cloud service delivery platform after service availability and performance criteria. ??????? ??????? ??????????, (1), 144-159.

Egan, G. (2013). The skilled helper: A problem-management and opportunity-development approach to helping. Cengage Learning.

Erickson, R., & Glazer, S. (2015). U.S. Patent No. 9,009,058. Washington, DC: U.S. Patent and Trademark Office.

Gabris, G. T., Koenig, H. O., Thurmaier, K., Maher, C. S., Nelson, K. L., Piker, K. A., ... & Rapp, C. (2014). Alternative Service Delivery: Readiness Check. Icma Publishing.

Khosa, M. M. (2015). Empowerment through service delivery. Human Sciences Research Council.

Luftman, J., Zadeh, H. S., Derksen, B., Santana, M., Rigoni, E. H., & Huang, Z. D. (2013). Key information technology and management issues 2012–2013: an international study. Journal of Information Technology, 28(4), 354-366.

Merrill, J., Dai, H., Zhu, J., Kapur, S., Banerjee, S., Elder, D., ... & Medved, J. (2014). U.S. Patent No. 8,892,708. Washington, DC: U.S. Patent and Trademark Office.

Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government information quarterly, 29(1), 98-109.

Papadomichelaki, X., Koutsouris, V., Konstantinidis, D., & Mentzas, G. (2013). An analytic hierarchy process for the evaluation of E-Government service quality. International Journal of Electronic Government Research (IJEGR), 9(1), 19-44.

Reddick, C. G., & Turner, M. (2012). Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery. Government Information Quarterly, 29(1), 1-11.

Schnoll, H. J. (2015). E-government: Information, technology, and transformation. Routledge.

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