This thesis is about the capacity of local government agencies in Makassar (Indonesia) to provide services to the public. Besides aiming to understand the institutional capacity of local government agencies, the research also examines the role internal and external factors play in determining the service delivery capacity of public organisations. Internal factors refer to the organisational structure, managerial practices and the management of human resources in public organisations. External factors refer to the degree of bureaucratic and political accountability as well as the level of competition experienced by government agencies. ¶ This research will enrich the existing development literature by strengthening our understanding of the ways in which internal and external factors strengthen or weaken the capacity of public sector institutions. ¶ Institutional capacity is measured by the quality of services provided by the local government agencies as assessed by their clients through both questionnaires and interviews, whereas the data regarding the role internal and external factors play in determining the institutional capacity of local government agencies were collected by in-depth interviews and focus group discussions. In-depth interviews and focus group discussions were conducted with the management and staff in a number of agencies, with high-level bureaucrats, with non-government organisations and business associations, and members of the Makassar parliament. ¶ This study concludes that the institutional capacity of local government agencies in the case studies varies, although overall institutional capacity is relatively low or unsatisfactory. Of the four agencies in the case studies, only one agency was able to deliver quality services higher than the level expected by its clients. ¶ In general, this research reveals that the degree of accountability of the local government agencies in the case studies is relatively weak. The study infers that the degree of accountability does not have a significant impact on the agencies' performance. ¶ It was found that the competitive or monopolistic environment in which the local government agencies operate does affect the capacity of the agencies to serve their clients. This capacity is also affected by a number of aspects within the organisation and human resource dimensions of the agencies. ¶ This study shows that, in the case of Indonesia, attempts to improve the capacity of government agencies to deliver quality public services by improving the capacity of parliament to politically oversee the executive, as recommended by a number of international agencies and commentators, may not be the best and most effective alternative. Rather than focusing the resources to improve the degree of political accountability, the study suggests that a more effective strategy to develop the capacity of government agencies is to enhance the organisational structure, managerial practices and the management of human resources in the public organizations, and to introduce competition into the delivery of public services.

The purpose of this study was to examine the effectiveness of communication between the Operations branch, the Student Services Section and High School Learning Centres within the Services Division of the ACT Department of Education. Data was collected from administrators and educators alike. The survey instrument was designed specifically to examine the perception of the effectiveness of organisational communication between the bureaucratic administrative group within the ACT Department Education Department and the personnel within the ACT High Schools Learning Centres responsible for service delivery to students in Learning Centres. The survey instrument addressed five factors. These factors included Horizontal and Vertical Communication, Personal Feedback, Media Quality and Barriers to Communication. The findings from the survey were organised into six major findings and four subsidiary findings and discussion on each finding followed. The findings of the study indicated that, effective co-ordination in a large organisation requires some centralized direction. The relationship that exists between the three organisational domains of the Act Department of Education responsible for the delivery of effective service to Learning Centre clients in ACT High Schools had been shown to be an impersonal mechanism of control designed by the Policy and Management domains in part, and a culturally diffuse but personal mechanism of control used by the Service domain personnel within the Learning Centres themselves. What has emerged from the study is evidence that would suggest that there is lack of an effective link between the more bureaucratic Policy and Management domains and the more open and less formal Service domain sector. The findings have implications for the bureaucrats involved in the change process which has been part of regionalisation. The findings of the study indicate that regionalisation does not appear to provide a panacea for the major difficulties associated with communication as revealed in this study.

基於「服務傳送系統為服務業管理活動的重心」之研究動機，本論文主要 在探討服務傳送系統的內涵、類型及影響其設計與管理的關鍵因素，採用 八個不同業態、業種且具代表性之連鎖服務企業之實證個案進行定性探索 性之研究，據以推論不同類型的連鎖服務業，其服務傳送系統的類型及影 響因素有何不同？服務傳送系統是將服務傳給顧客的過程活動，具有生產 與消費的特性，因此，涵蓋行銷與作業領域的服務傳送系統在設計上應兼 顧服務設計、服務程序的選擇、以及實體環境的呈現等構成要素之配合。 本論文以服務完成量及顧客參與度等構面將服務傳送系統分為連線式、零 工式、專案式等三類型，並以服務工廠型、大量服務型、服務工站型、專 業服務型等四類型的連鎖服務業，分別探討其間的關係，並推演出相關命 題。本論文之研究結論包括(1) 連鎖服務業的服務傳送系統與其服務作業 的標準化程度有關。(2) 不同類型的服務傳送系統，其服務程序的類型之 之選擇亦不同。(3) 不同類型的連鎖服務業，其服務傳送系統的選擇亦不 同，服務工廠型及大量服務型的連鎖服務業傾向於採用連線服務式，其資 訊化程度較高；服務工站型的連鎖服務業傾向於採用零工服務式，其前後 場的服務作業配合程度較高；專業服務型的連鎖服務業傾向於採用專案服 務式，其服務人員的專業程度較高。最後，本研究並提出對連鎖服務業採 行服務傳送系統的類型及影響因素之建議，以及對後續研究之建議。

<p>Purpose – The growing importance of use of Internet banking as another service delivery channel by banks to their customers lead to a number of supposition and deductions been made on the value creation of Internet banking and its extent of use. In the light of this, a profound and comprehensive study was conducted with the aim to first, determine the extent of use of Internet banking in Sweden, second, to validate the conjecture and the anecdote inferences that Internet banking provides values to both the bank and its customers.</p><p>Design/Methodology/approach - To test the validity of the conjecture and the anecdote inferences made over the years, the author use data collected in two folds. One set was collected from financial institution “the big four banks” and the other set from 60 bank customers out of the 90 questionnaires administered.</p><p>Findings - The results provide first, evidence of the high rate of adoption of Internet banking in Sweden, second, the values the banks and its customers have enjoyed since the advent of Internet banking.</p><p>Research limitations/implications - Although this exploratory study approach may have validated the proposed model, further research into other cities is required to generalize these findings as this study has the limitation of using only Stockholm and the number of respondents used.</p><p>Originality/value - The findings contribute and support several other studies that pointed to the fact that use of Internet banking channel of delivery is on the increase, and its value creation far exceed all other service delivery channels; provide critical implications for managers of financial institutions, Internet service providing firms, government and highlight directions for future research.</p><p>Keywords Internet banking, Online banking, Service delivery channels, Technology-based, Enabled-service, Product-service Continuum</p>

<p>This study is a response to the dilemma of poor service delivery or the lack thereof. In this regard, this study posits the professionalisation of local government as part of the solution. The focus is on the administrative arm of local government, which is the major conduit for service delivery. Professionalisation of local government is a broader theme. For the present purposes, focus will be devoted to the competency component which entails attracting qualified personnel competent to discharge local government responsibilities. However, it is not limited to attracting already competent and professional staff. It also entails developing the skills of existing staff. This definition, in essence, relates to qualification through training, learning and specialisation.11 In essence, professionalisation of local government ensures that all employees act and behave in a professional way. In this regard, this study seeks to identify the competency standards set by the legislative framework and then explore the legal avenues for enforcing compliance, by the municipal administration, with such standards. This requires one to look at and answer the following questions: What constitutes municipal staff? / What is the content of the competency framework in question? / What are the enforcement mechanisms currently in place? / Whose role is it to enforce compliance with the competency framework? / Broadly speaking, enforcement can take two forms: hard enforcement and soft enforcement. The hard form of enforcement relates to giving incentives for compliance with the competency framework and dismissal for non-compliance. Softer enforcement, in turn, relates to correction and monitoring.</p>

<p>The study seeks to investigate the perceived lack of coordination, integration, and coherence among units of government as related to eGovernment. The nature of the study is qualitative with a focus on the use of eGovernment in the public sector and whether it can facilitate intergovernmental forums business processes in an effective and efficient manner. The scope of the study is confined to the intergovernmental fiscal system but focused on eGovernment, intergovernmental relations, and cooperative governance. The primary objective of the study is to explore the use of eGovernment whether it can facilitate, coordinate, and integrate intergovernmental relations. Some studies portray that there are challenges in the coordination of intergovernmental forums which have resulted into a disintegration of services. The study further investigates options that could mitigate these challenges through acknowledging the effective application of ICTs (eGovernment) in government services. The study has found that South Africa has a functioning system of intergovernmental which are not effectively coordinated in terms of engaging each other in matters of mutual interest. On the other hand, eGovernment promised to bring about cohesion and transparency when they are effectively employed. The study revealed that the application of eGovernment in the intergovernmental forums has the capability to improve their operations, respond to its ineffective coordination and improve delivery of services. In a nutshell, the study has found that there is a need for a radical planning outlook that recognises proper utilization of eGovernment in the intergovernmental forums to promote cooperative governance.</p>

<p>The general aim of this study is to undertake an assessment of the health care service provision in the Khayelitsha Community Health Centre taking into consideration the underlying principles of the Primary Health Care. More specific objectives include: an overview and discussion of the framework approach to primary health care and its use / the documentation of the practice of primary health care in the Khayelitsha Community Health Centre / an analysis of the results and findings which will highlight the obstacles in the pursuit of a better primary health care service. The perspective of the patients and nurses will be solicited and examined with a view to highlighting factors that facilitate and constrain the delivery of service / and finally to draw conclusions and make recommendations.</p>

<p>This study investigates the challenges facing the management of public enterprises in the Democratic of Congo. The study is based on the hypothesis that poor performance by state-owned enterprises in the Democratic Republic of the Congo has been influenced by inadequate management which has led to the dissatisfaction of citizens. Due to this problem increasing attention is being paid by the DRC Government to encouraging private sector involvement in services such as water and electricity. This study investigates the arguments for and against privatization, especially in the water and electricity sectors. In pursuing this debate the study explores the following main research question: To what extent will the DRC Reform Law aimed at transforming the commercialisation of public enterprises enhance the effectiveness of basic services such as water and electricity services in the DRC? A case study of the city of Bukavu in the eastern DRC is used to explore this question.</p>

Purpose – The growing importance of use of Internet banking as another service delivery channel by banks to their customers lead to a number of supposition and deductions been made on the value creation of Internet banking and its extent of use. In the light of this, a profound and comprehensive study was conducted with the aim to first, determine the extent of use of Internet banking in Sweden, second, to validate the conjecture and the anecdote inferences that Internet banking provides values to both the bank and its customers. Design/Methodology/approach - To test the validity of the conjecture and the anecdote inferences made over the years, the author use data collected in two folds. One set was collected from financial institution “the big four banks” and the other set from 60 bank customers out of the 90 questionnaires administered. Findings - The results provide first, evidence of the high rate of adoption of Internet banking in Sweden, second, the values the banks and its customers have enjoyed since the advent of Internet banking. Research limitations/implications - Although this exploratory study approach may have validated the proposed model, further research into other cities is required to generalize these findings as this study has the limitation of using only Stockholm and the number of respondents used. Originality/value - The findings contribute and support several other studies that pointed to the fact that use of Internet banking channel of delivery is on the increase, and its value creation far exceed all other service delivery channels; provide critical implications for managers of financial institutions, Internet service providing firms, government and highlight directions for future research. Keywords Internet banking, Online banking, Service delivery channels, Technology-based, Enabled-service, Product-service Continuum

<p>The aim of this study was to determine whether or not knowledge was shared and created in the library of the University of the Western Cape (UWC). The study adopted the SECI model of Nonaka and Takeuchi (1995) as its theoretical framework. The service delivery points at the UWC library are as follows:&nbsp / Circulation section, which deals with walk-in&nbsp / users. These are users who, on a daily basis borrow books from and return books to the library. This section normally deals with queries such as users whose library cards are&nbsp / blocked due to outstanding library fines. It comprises front - desk staff, shelf attendants and inter-library loan staff members.&nbsp / Staff members working in the information section (IS)&nbsp / are referred to as faculty librarians (FAC/L&rsquo / s), who are regarded as section heads and liaise with faculties on campus on a regular basis. The information section deals with walk-in&nbsp / users on a daily basis.&nbsp / The other sections, namely cataloguing, acquisition and periodicals, provide mostly &lsquo / behind the scenes&rsquo / services, but their work is of such a nature that&nbsp / users have no access to their sections due to the strict policy with regard to areas of the library in which staff are working with new books and journals. Books and journals that are&nbsp / not on the cataloguing system are kept in the acquisitions and cataloguing section. This also has a significant impact on service delivery in the library. These sections have to&nbsp / ensure that books and journals are processed, in order for users to get access to these resources. This study attempted to answer the following research questions&nbsp / Is there&nbsp / evidence of knowledge sharing and creation in the UWC library? If so, what practices currently exist?&nbsp / How do staff share and create knowledge for service delivery not with general&nbsp / library users, but within and between the acquisitions, cataloguing and information sections?</p>