With knowledge economy coming, knowledge workers increase unceasingly. The public's demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a knowledgeable government that uses efficient ways of managing information in order to increase the usefulness of different information under the system, and a government which promotes service quality to the general public in order to increase the nation's competitiveness in the world has become a key issue for the administration. However, since only ¡§human being¡¨ can transfer any resources into valuable services and products to become concrete achievement performances; ¡§human capital¡¨ devotes to the promotion of service quality in the public sectors is an important influence. Ulrich (1998) define Intellectual Capital as¡G¡§Intellectual Capital = Competence * Commitment¡¨ However, views of human towards justice will influence the satisfaction of work, work effort, faith towards the organization and trust of supervisors, etc. Therefore, constructing a knowledgeable government in addition to high official quality, organization justice acts an extremely important role of connection. According to the above, This paper focus on the relationship between human capital and service quality. In addition, it provides insight to how knowledge management strategy affects human capital. Furthermore, we also want to discuss the mediating effect of organizational justice on the relationship of human capital and service quality. The sample in this study consisted of 99 supervisors, 105 personnel staffs, 476 civil servants, and 430 customers by convince sampling. The results demonstrated as bellows: 1. In public sectors, knowledge management strategy was positive related to human capital. 2. In public sectors, service quality increased when human capital was high. 3. In public sectors, human capital has significant positive effect on the civil servants¡¦ impression on organization justice. 4. In public sectors, civil servants¡¦ impression on organization justice has significant positive effect on service quality. 5. Organization justice mediated the relationship between human capital and service quality.

Zugl.: Münster (Westfalen), Universiẗat, Diss., 2009.

There is a movement in government toward more accountability and higher performance in the delivery of services. Well-managed and documented results are vital to transparency and enhanced decision-making ability for managers. Performance management and measurement is becoming a bigger part of the dialogue in the public sector, even though it has been present for decades in the private sector. One tool that is being adopted by public sector organizations is scorecards or balanced scorecards for performance measurement or management frameworks. Increasingly these tools are being used to satisfy the public’s and legislature’s desire for more accountability among the public sector in service delivery with public funds. These tools can fill the gap between simple budgetary or financial reporting to including more diverse non-financial indicators of performance. They can also provide a framework for better performance management and decision-making ability in addition to reporting on performance measures. This report provides an overview of scorecards and introduces concepts for the public sector that may bridge the gap between simple reporting and incorporating a scorecard for management purposes. It also suggests some non-standard techniques to utilizing cutting edge approaches to enhance the usability of scorecards as a more dynamic reporting and management tool. / text

Η εργασία αυτή έχει στόχο να περιγράψει και να αναπτύξει τα σενάρια τεχνολογικής ανασυγκρότησης και ανασχεδιασμού των οργανισμών του δημοσίου τομέα. Περιλαμβάνει μια σύντομη ανάλυση της συμβολής του δημόσιου τομέα στην οικονομική πρόοδο, στην ανάπτυξη και στην κοινωνική συνοχή της χώρας. Ιδιαίτερη έμφαση δίνεται σε παράγοντες όπως η γραφειοκρατία, με μια σύντομη ανάλυση της δομής της, του ρόλου της και των βασικών χαρακτηριστικών της στη σύγχρονη εποχή. Περιγράφει επιπλέον την ηλεκτρονική διακυβέρνηση, τα μοντέλα με βάση τα οποία αναπτύσσεται και τη συμβολή της στην αύξηση της παραγωγικότητας. Παρουσιάζει τις κυβερνητικές δικτυακές πύλες που αποτελούν το όραμα και τον τελικό αντικειμενικό σκοπό της ηλεκτρονικής διακυβέρνησης. Επιπλέον, προτείνει έναν αποδοτικό τρόπο μετάβασης από τους απλούς δικτυακούς τόπους σε οργανωμένες κυβερνητικές πύλες. Μελετά την περίπτωση της εφαρμογής του ανασχεδιασμού στη δημόσια διοίκηση και ιδιαίτερα στην τοπική αυτοδιοίκηση. Προτείνει τους κατάλληλους τρόπους και μεθόδους για τη σταδιακή εφαρμογή του ανασχεδιασμού δημόσιας διοίκησης. Εξετάζει την ολοκλήρωση των κρατικών πληροφοριών και διεργασιών και τελικά τη δια-λειτουργία των ανεξάρτητων συστημάτων πληροφοριών ηλεκτρονικής διακυβέρνησης. Συμβάλλει στην ανάπτυξη ενός πλαισίου για την έρευνα σχετικά με την ολοκλήρωση του συστήματος και τη δια-λειτουργία στην ηλεκτρονική διακυβέρνηση. Προτείνει ερευνητικά σχέδια για τη μελέτη των κύριων σημείων εστίασης και σκοπών, των περιορισμών και φραγμών, καθώς και των διεργασιών και των αναμενόμενων αποτελεσμάτων της ολοκλήρωσης και της δια-λειτουργίας στην ηλεκτρονική διακυβέρνηση. Τέλος, αναφέρει μια συγκριτική μελέτη παραδειγμάτων δημοσίων οργανισμών που κέρδισαν βραβείο στα American Government Awards για την υιοθέτηση μεθοδολογιών ποιότητας και τη χρήση καινοτομικών μεθόδων διακυβέρνησης. / This work aims to describe and develop scenarios for the technological reconstruction and re-organization of the public sector. It includes a brief analysis concerning the contribution of the public sector to the economic progress, growth and social cohesion of the country. Particular emphasis is given to factors such as bureaucracy, by providing a brief analysis of its structure, role and key features within the modern era. Additional electronic governance models together with their contribution to the productivity growth are described. Present government portals which are the vision and the ultimate objective of e-government are also described. Moreover, it proposes an efficient way to move from simple websites to organized government portals. The case of re-implementing the public administration, particularly in local government is further described and analyzed by recommending suitable ways and means for the gradual re-implementation of public administration. Furthermore, this thesis examines the integration of government information and processes and finally the inter-operation of independent systems of electronic governance. It also contributes to the development of a framework for research on system integration and inter-operation in e-Government, and proposes possible research projects to study the primary focus and goals, constraints and barriers, and the processes and results of integration and inter-operation in e-Government. Finally, a comparative study based on examples of public agencies that won a prize in American Government Awards for the adoption of quality methods and the use of innovative methods of governance is provided.

Leva för att jobba eller jobba för att leva? En undersökning om arbetsmotivation Ann-Catrin Jansson Tidigare forskning visar att kommunalanställda trivs bättre på jobbet jämfört med övriga sektorer som industri- tjänste- och statlig sektor. Ett uttryck för arbetsmotivation är trivseln. Syftet med studien var att identifiera vilka psykosociala faktorer som påverkar trivseln på ett kommunalt servicehus. Studien genomfördes med en enkät som deltagarna (n = 36) besvarade. Enkäten hade 72 frågor, varav 63 frågor togs från QPS. En multipel linjär regressionsanalys (metod stepwise) användes för att analysera associationerna mellan QPS och trivsel, resultatet visade att låga arbetskrav och hög arbetsmotivation var signifikant associerade till trivseln. Associationen mellan ålder och QPS var emellertid låg. Undersökningen, som kan ses som en förberedande pilotstudie på grund av det låga antalet respondenter, visade på tendenser som kräver vidare forskning.

Problembakgrund: Innovationer är ofta svårhanterliga för organisationer på grund av den höga osäkerhet de medför, tjänsteinnovationer betraktas vara än mer svårhanterliga då tjäns­ters abstraktionsgrad medför ytterligare komplexitet. För att undersöka denna problematik studeras här en nationell implementering av en teknikbaserad tjänsteinnovation, i form av den pågående implementeringen av ordinationssystemet Pascal.  Implementeringen av Pascal genom­förs som en direkt åtgärd för att möjliggöra omregleringen av den svenska dosapoteks­marknaden. Syfte: Syftet med studien är att undersöka en pågående implementering av den teknik­baserade tjänsteinnovationen Pascal i svensk offentlig sektor. Metod: För att få en förståelse för det studerade ämnet genomfördes först en litteraturstudie och därefter tre observationer där betydande områden i implementeringsprocessen upp­märksammades. Områdena kategoriserades tematiskt och undersöktes vidare genom fyra inter­vjuer och en webbaserad enkätundersökning. Resultatet sammanställdes och analyserades för att sedan mynna ut i karaktärsdrag för denna typ av implementeringsprocess. Slutsatser: Utifrån den studerade implementeringsprocessen har ett antal karaktärsdrag varit utmärkande. Processen karaktäriserades av teknisk komplexitet, individuella drivkrafter, pa­rallella processer och aktiviteter, en stegvis och interaktiv utvecklingsprocess, flertalet in­blandade individer och aktörer, snabba och löpande förändringar samt tidspress. Ett antal faktorer har även visat sig ha en tendens att inverka på mottagarnas acceptansnivå och in­ställning till ordinationssystemet Pascal. Förslag till fortsatta studier: En kompletterande studie, efter det att implementeringen är slutförd, kan vara intressant för att se om de karaktärsdrag som visat sig vara utmärkande under implementeringen även inverkar på framgången för projektet på lång sikt. Med fram­gång menas i detta fall att systemet används och accepteras när det väl har implementerats. En annan intressant aspekt är att undersöka om de karaktärsdrag som framkommit genom denna studie går att identifiera i liknande processer i andra branscher. / Problem statement: Innovations are often difficult for organizations to manage due to the high uncertainty that they bring. Service innovations are considered to be even more difficult to handle because of the high level of abstraction in services that adds further complication. To investigate the problem a national implementation of a new technology-based service inno­vation is studied, in terms of the ongoing implementation of the prescription system Pas­cal. The implementation of Pascal is conducted as a direct action to enable reregulation of the Swedish dos-pharmacy-market. Objective: The purpose of this study is to investigate an ongoing implementation of the tech­nology-based service innovation Pascal in the Swedish public sector. Method: A literature review was made on previous research on the field, in order to form an understanding of the studied substance. This was followed by three observations where signifi­cant areas of the implementation process were highlighted. The areas were then themati­cally categorized for further research, which was made through four interviews and a web-based questionnaire. The results were compiled and analyzed to form the basis for the characteristics of this type of implementation process. Conclusions: Based on the studied implementation process a number of characteristics have been prominent. The process was characterized by technical complexity, individual motiva­tions, parallel processes and activities, incremental and interactive development, several in­volved individuals and actors, rapid and continuous change and time pressure. A few factors have also had an impact on adopters’ attitude and acceptance of Pascal. Proposal for further studies: It would be interesting to do a complementary study on the same project, after the implementation is completed, in order to see if the characteristics which proved to be essential during the implementation process will affect the success of the project in the long run. In this case success means that the system is used and accepted once it has been implemented. Another interesting aspect is to investigate whether the characteristics that emerged from this study can be identified in similar processes in other industries.

Baigiamajame magistro darbe „Viešojo sektoriaus poveikis naujausiems migracijos procesams: Šiaulių krašto atvejo analizė“ yra nagrinėjamas viešojo sektoriaus institucijų poveikis naujausiems migracijos procesamas. Teorinėje dalyje analizuojama, kokias migracijos sąvokas, formas, rūšis bei šiuos procesus nagrinėjančias teorijas išskiria Lietuvos ir užsienio šalių autoriai, kaip jie vertina migracijos procesų poveikį tautinei kultūrai, ekonomikai, politikai ir pačios tautos išlikimo raidai. Daugiausia dėmesio skiriama emigracijos reiškinio analizei, išsamiau nenagrinėjant vidinės migracijos bei imigracijos procesų. Apžvelgiami Lietuvos politikos veiksmai, įtakojant migraciją ir skatinant emigrantų sugrįžimą. Aptariama šiandieninė emigracijos situacija Lietuvoje. Baigiamojo darbo empirinėje dalyje vertinama Šiaulių miesto ir aplinkinių rajonų socioekonominė būklė, remiantis Statistikos departamento duomenimis, nagrinėjamos naujausių emigracijos procesų priežastys. Pateikiami anketinės apklausos, interviu ir vietinės žiniasklaidos turinio analizės duomenys, apžvelgiama viešojo sektoriaus institucijų veikla ir jų galimybės įtakoti migracijos procesus. Išanalizavus teorinius migracijos aspektus ir empirinių tyrimų duomenis, pateikiamos išvados ir rekomendacijos. / Master‘s thesis “Impact of the public sector institutions' on the recent migration proceses: Šiauliai region cases analysis” studies public sector’s influence on the recent migration processes. In the theoretical problem analysis it is research which migration terms, forms, types, theories, emigration defining factors are distinguished by the Lithuanian and foreign authors, how are migration (emigration) processes are influencing culture, nation, economics, politics and whole nation existence development. The paper reviews Lithuanian politics actions on regulating migration and encouraging emigrants’ return. Recent migration tendencies are also discussed. In research empirical part it is assessed Šiauliai city‘s and district‘s social-economical state, data used from the Statistics‘ department. In depth recent emigration processes reasoning analysis has been performed, which consists from questionnaire, interview and media analysis data, also it investigated public sector institutions’ activity and their opportunities to compensate emigration problems. Once analysis of theoretical and practical migration (emigration) aspects is finnish, conclusions and suggestions are presented.

New Zealand's public sector reforms have been hailed as a model of theoretical consistency and coherence. The associated financial management reforms, known internationally as new public financial management (NPFM), were world-leading although they are no longer unique. The underlying nature and intent of public sector reforms have been the subject of considerable debate internationally. Early public sector reforms openly sought privatisation, often on ideological grounds. However, in the face of gathering public opposition, public discussion of privatisation softened. NPM and NPFM have been promoted instead mainly on more pragmatic grounds such as improving public sector performance. In New Zealand, the Public Finance Act 1989 is the key legislation underpinning the financial management reforms. The Act delegates regulatory powers to the Treasury and, over time, a considerable body of secondary regulation, including accounting rules, has been developed. However, this secondary regulation, and its contribution to the success or otherwise of the public sector reforms, has not been examined in detail to date. In 1999, New Zealand s Controller and Auditor-General suggested that the financial management system erodes government departments resources and that somehow this resource erosion escapes parliamentary scrutiny. The Treasury, on the other hand, defended the foundations of the financial management system as solid, arguing that retention of the existing framework would allow further and faster progress towards improved performance and value-for-money than would be achieved by a new set of reforms. This debate prompts questions whether and, if so, how and why a financial management system, ostensibly implemented to improve the performance and accountability of the public sector, could be linked to such effects, and whether parliamentary scrutiny is indeed avoided. This thesis examines the secondary regulation and explains the development of the financial management system with the intention of answering those questions. The analysis undertaken in this thesis suggests that New Zealand's public sector financial management system fabricates the conditions under which privatisation initiatives might be accepted for pragmatic reasons. The erosion of departments financial resources is an essential mechanism in that fabrication process. As this system has developed, the time available for parliamentary scrutiny has reduced and the Controller and Auditor-General s controller function has been eroded, while the control and discretion exercised within the Treasury has increased. Arguably, these developments have helped to conceal the system s privatising intent. The thesis identifies features of the financial management system used to rationalise the financial resource-eroding processes. It also notes that if New Zealand's financial management system is no longer unique, then other NPFM systems may contain a similar combination of features.

The aim of this study is to analyze how the concept of circular economy is viewed and defined within the Swedish public sector. Discourse analysis was applied to the semi-structured interviews conducted with employees who work with circular economy projects at local, regional and national institutions. The research found that circular economy was perceived as a way to face resource limitations through continuous circulation of materials, which could also foster economic growth decoupled from extraction of finite resource. Actors perceived as important for the transition to a circular economy are: public sector, business, researchers and civil society, who are believed to be motivated by the notion that a circular economy will lead to a more sustainable society. Furthermore, it is assumed that different partners will work together towards the common goal of circular economy. In addition, the circular economy concept seems to offer a different rhetorical way of approaching environmental problems. The implications of this study could be used to deepen understandings of how circular economy could be implemented.

The concept of social media is top of mind for Canadians today. Decision makers, such as the Canadian government, try to identify ways in which they can benefit from tools such as Twitter. This thesis is an investigative analysis that studies how the Canadian government currently uses social media networks. Based on the conceptual framework of Rogers’ diffusion of innovations (2003) and Qualman’s socialnomics theory (2013), the study aims to define how members of the Parliamentary Press Gallery use the Government of Canada tweets. Through a series of interviews with members of the press and government communications executives, a themed analysis was conducted to demonstrate how Twitter is being used and if a dialogue exists between federal institutions and reporters. The research unveiled that the Government of Canada uses social media as a one-to-many broadcasting channel, not actively engaging in online dialogue with members of the press. Conversely, journalists use Twitter as a wire service to obtain instant information, and to gain insight from the consumers. However, they are not interested in conversing with the public service on social media as they want to protect the exclusivity of their story, and they criticize the anonymity of the government corporate accounts as having an impact on its credibility.