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ICT APPLICATIONS AND SERVICE QUALITY OF GOVERNMENT SERVICE

ICT APPLICATIONS AND SERVICE QUALITY OF GOVERNMENT SERVICE

Today, the world depends on technology. Charmonman, and Mongkhonvanit, (2014) states, technologies (ICT) have to be used by all the nations in the world for their socio-economic developments. So that Sri Lankan government too cannot ignore the innovations like Information and Communication Technology (ICT) for their operations and offering services to citizens and ICT has today become an integral and indispensable facilitator in the government service. This sector, inter alia is expected to ensure the provisions of a satisfying service to the citizens. Iqbal (2002) opined that the decisions taken by the bureaucracy, the high ranking officials of this sector have a direct bearing on the quality of service. Iqbal further, commented that the government service in Sri Lanka leaves much to be desired since the tentacles of politics that have spread over the government service sector have incapacitated it from achieving the intended goals (World Bank, 2012). In addition, lack of dedication and the correct attitudinal orientation on the part of the service providers coupled with the absence of adequate stimulus and the non-use of proper technology along with the less attractive remuneration package have created serious setbacks evoking a feeling of despondency among the government servants and mixed feelings of despair and anger among the service-receivers (Bwalya, 2009).
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E-Government Service Quality Based on E-GovQual Approach Case Study in West Sumatera Province

E-Government Service Quality Based on E-GovQual Approach Case Study in West Sumatera Province

Finding out what government needs or do about the implementation of e-Government, many studies have attempted to formulate key success factors (CSF) especially in the implementation of e-Government system [10, 11, 12, 13, 14]. These success factors are the key areas that should be accommodated by government agencies to support the successful implementation of e-Government and one of the key success factors (CSF) that is successfully defined is quality service [14]. Therefore, the quality of services provided by the government (e-Government service quality) through e-Government becomes important to be considered and enhanced continuously where fast and transparent services are expected to reduce processing time and costs [15]. Quality public services become part of good governance. This study aims to determine the extent to which the quality of services provided by government agencies based on citizen perspectives. The locus in this study is West Sumatera Province. The result of the research is to show the picture of e-Government service quality, especially in City Government X as the baseline of the government service quality improvement in the future.
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Research on the Relationship between Transformational Leadership and Government Service Innovation

Research on the Relationship between Transformational Leadership and Government Service Innovation

The main method used in this study is questionnaire survey. The main subjects of questionnaire survey are government leaders and department staff. In this study, the scale was revised and improved on the basis of drawing on the more mature scales at home and abroad, and the factor analysis of the scale was com- pleted, and the validity and reliability of the scale were proved. After this, the main variables in this study of transformational leadership, knowledge acquisi- tion, government service innovation is measured. The MPA class students of the school fill the questionnaire, then we modify and improve the questionnaire, so as to form the final version of the questionnaire. Finally, through the assistance of teachers and friends, we launched questionnaires officially. In order to make the results more reasonable and scientific, the questionnaire is divided into gov- ernment leader questionnaire (A questionnaire) and general staff questionnaire (B questionnaire), department leaders to evaluate the knowledge acquisition and service innovation, and general staff evaluate the transformational leadership. In this paper, an independent encoding is given to each questionnaire to achieve the matching between the A questionnaire and the B questionnaire, so as to avoid data confusion. The 5 point Likert scale was used for all variables. The re- search uses SPSS19.0 and LISERL8.0 to analyze the data and verify the above hypothesis.
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E-government service security model Nusajaya ICT Centre

E-government service security model Nusajaya ICT Centre

The implementation of e-government service security framework is considered as one of the most important elements of government policy. It is designed with an aim of protection mechanisms for the government transactions over the Information Communication Technology (ICT). For several decades, governments have increased their level of protection for enhancement of efficiency and effectiveness on the functions. Therefore, security is still the key demand with high expectations of government to promote their defense systems to both internal and external threats in near future.
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Evaluation of e government service in Jordan : providers' and users' perceptions

Evaluation of e government service in Jordan : providers' and users' perceptions

programs to serve as ‘building blocks’ for e-Govemment in what was called “ ‘Fast Track” Vertical E-Services’ (MoICT, 2006c); an initiative that aims to provide e-services in the following departments: Drivers and Vehicles Licensing Department, Income Tax Department, General Sales Tax, Department of Lands and Survey, Companies Control Department, and Telecommunication Regulatory Commission. These projects were chosen because of their high value but low risk, they would also deliver services to large segments of the society setting a positive example of e-Government. This was followed by the ‘E- Services Wave 2 Project’, which has resulted in the identification of priority cross- organizational e-services at national level. Further iterative prioritization exercises have led to the selection of 75 priority e-services. Some of these e-services include: Issuing visas and residency annual permits, registering individual institution , registering life events and amending civil status information, issuing Jordanian passport and extending its validity, issuing and renewing vocational license, issuing certificate of no criminal record, issuing and renewing work permits for foreign workers, and issuing certificate of origin. Moreover, there was the ‘Shared Service Priorities’ a project that aims at contributing to the establishment of a required bundle of services for expediting e-government in Jordan. Major steps achieved are related to the following Shared Services: e-Government Portal, e- Government Contact Center, Payment Gateway, Public Key Infrastructure, Secure Government Network (SGN), as well as the e-Govemment Enterprise Federated Architecture (MoICT, 2006c).
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Disqualification of Criminal Defense Attorneys due to Prior Government Service

Disqualification of Criminal Defense Attorneys due to Prior Government Service

ble possibility that some specifically identifiable impropriety did in fact occur" 3 and "the likelihood of public suspicion or obloquy [must outweigh] the soc[r]

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Professional Responsibility in Immigration Practice and Government Service

Professional Responsibility in Immigration Practice and Government Service

The Immigration and Naturalization Service (INS) promulgates its own standards of conduct. The INS may initiate proceedings against attorneys who violate its standards [r]

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Importance of service integration in e government
implementations

Importance of service integration in e government implementations

The revolution in information and communication technologies, in general, and the internet in particular, has attracted the private sector to exploit these benefits by adopting what is known as electronic commerce with the goal of affording better services to the customer in much faster and easier procedures without any kind of consideration of the time and place. This boosts the demands of the citizens that their governments should follow the steps of the private sector to provide public services with the same level of services' effectiveness and efficiency [1] [2] [3]. Nevertheless, it is clear that the citizens' requests in addition to the need of governments to improve their services to the same level of the private sector encouraged governments to adapt the ready- made models implemented by the private sector and reapply them to the public sector to bring what is known as electronic government to life [4] [5]. Many researchers have dealt with e- government subject in order to understand and explain its definitions, objectives, benefits, challenges, and the principles of successful implementation. Therefore, the focus of this paper is to understand the importance of service integration and its role in e-government implementations. The subjects of the paper are structured under the following major headings: e-government definitions, e-government objectives, successful e-government, service integration, maturity models and role of service integration in e-government. Finally, a model that clarifies the importance of service integration in e-government implementations is proposed.
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OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT

OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT

Government service providers now play a growing important role in the general economy of some countries. Government authorities must treat service sector as a service business that is not secured from these changes and they must implement strategies to save and even develop their businesses. Implementing key success factors is one of the solutions that help Government businesses to maintain and even expand. There are several key success factors for the businesses that are crucial for businesses and implementation of these factors needs great effort from the authorities to get acceptable results in this highly competitive situation. The problem statement of the current study highlights the issues of the impact of government operational service quality towards service excellence in the UAE (Hussain et al., 2016). Fundamentally, there is a need to identify the issues of impact of government operational service quality towards service excellence in the UAE. Once the service excellence, operation efficiency and Public Facility have been recognized towards excellence government service, a list of particular steps can be taken to actualize the development of public sector (Robinson, 1992; Damrath, 2012). Quantifiable results are portrayed as described to every target and must be dictated by the statement of purpose. Obligations regarding actualizing the objectives and targets ought to be built. The key arrangement sorted out through objectives and goals offers an arrangement of quantifiable results which can be assessed.
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Towards effectiveness of integration and interoperability of one-stop e-government portal

Towards effectiveness of integration and interoperability of one-stop e-government portal

Table 6 in Appendix B shows the comparison evaluation between Indonesian proposed e- government architecture [21] and the proposed architecture in this paper. The Indonesian architecture is the nearest approach with this work as it has organizational structure of e-government service but in different political structure. Malaysia is federal constitutional monarchy consists of thirteen states and three federal territories. In contrast, Indonesia is a republic country with presidential. There is political structure may affect the control of e- government services. This work proposed a hierarchical e-government service structure to ease coordination of integration and interoperability of EGAP and EGSP provided by ministry, department, state, and local government. This work uses common implementation integration between 1EGP, EGAP, and EGSP. EGAP provides EGAP using JSR-286 portlet application as it is a simple and effective method to integrate application and portal. Interoperability in this architecture involves e-government application and e-government services using Tuscany SCA application. Its advantage includes EGA that can be implemented in Java or BPEL unlike Widodo’s architecture [21] that can be implemented in BPEL only. It is easier to develop business logic in BPEL; however Java platform provides more flexibility due to its nature of a multi-purpose programming language.
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Brokering knowledge: managing knowledge in a network of government and non-government human service delivery agencies

Brokering knowledge: managing knowledge in a network of government and non-government human service delivery agencies

Victoria is an important location for this study, for two reasons. Organisationally, the Bracks government has replaced Kennett’s compulsory competitive tendering (Costar & Economou 1999) with re-aligned contracting and partnership arrangements. Contractual and managerialist elements of new public management remain, but they have been muted and competition between various components of the non-government service sector has subsided. In policy making, Bracks’ engagement with ‘Third Way’ approaches is constructing a human service system based in part on a rhetoric of community building and involves a shift from the provision of social services to social facilitation (Muetzelfeldt 2001a). The effects of these recent changes are still emerging. Data from our informants in the sector suggest that to date little has changed in terms of professional structures or professional status, but that new knowledge brokering roles are emerging with as yet unclear consequences.
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Local Government and Social Service Delivery in Nigeria: A Content Analysis

Local Government and Social Service Delivery in Nigeria: A Content Analysis

With the demise of colonialism in 1960, a post-colonial phase in the evolution of local government was birthed. This phase was characterized by a multi-tiered local government structure in the Eastern and Western regions where both elected and traditional elements were accommodated (Ukiwo, 2006; Agagu, 2004). According to Gboyega (1987), a national reform of local governments in the country was eschewed by the short-lived military regime of Gen. T. Aguiyi- Ironsi perhaps because of the uproar and dissent its decision to introduce a unitary system of government generated. Things changed in 1976, following a major national local government reforms carried out by the Obasanjo led military government. The reform was a water-shield and revolutionary in the sense that it was the first time a uniform local government was being initiated for the entire country. The reforms were also monumental in the sense that by one stroke, local governments were equipped with political, administrative and fiscal capabilities (Ukiwo, 2006; Imuetinyan, 2002; Oviasuyi, Idada and Isiraojie, 2010) for service delivery to rural communities.
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Study on the Risk Evaluation of Government Purchasing Public Service Based on Matter Element Extension Model

Study on the Risk Evaluation of Government Purchasing Public Service Based on Matter Element Extension Model

ernment, the government purchase of public services into the normal develop- ment and improvement in the quality of public services ease the financial pres- sure, and improve the image of the government achieved remarkable results. However, with the promotion of the system, many problems also follow. During the process of government purchase of public services, a lot of purchasing chaos has led to serious waste of public resources, lack of publicity, public discontent. Institutional arrangements did not achieve the desired results, and the imple- mentation of the system in the course of the abnormal situation led to people’s rational thinking. Although the purpose of the government’s purchase of public services is to achieve the market-oriented allocation of public resources, as a new system, under the circumstances of lack of practice and knowledge, there is a great deal of uncertainty risk in the way of “exploring and advancing”. At present, there is a certain relationship between the exposed problems and the lack of awareness of institutional arrangements, risk prevention and control is not in place. Therefore, in order to further improve the performance of the system ar- rangement and reduce the risk of system operation, it is necessary to further ex- plore the risk of government procurement of public services, and put forward effective risk prevention countermeasures.
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Study on the Countermeasures of E government Cloud Security Supervision in Shandong Province

Study on the Countermeasures of E government Cloud Security Supervision in Shandong Province

Through the cloud supervision platform, users can perform unified resource allocation, supervision, and security operation and maintenance management on multiple cloud platforms under it, thereby effectively supporting the government's supervision of the government cloud. The supervision platform will integrate the cloud resources of two (or more) service providers to realize the purchase, service billing, and service order management of cloud resources, application and data services in a unified "service supermarket" mode. On the regulatory platform, cloud resource users, resource regulators, and security operators will use a unified access portal to enjoy one-stop services. At the same time, the cloud supervision platform seamlessly interfaces with different cloud service providers, and has good scalability to other cloud service providers, so that the user experience is not different, and provides a real-time supervision view of resource allocation, occupation, failure, and alarm status. The cloud supervision platform can also establish a service evaluation system that integrates price, security and service quality. It is guided by the evaluation indicators and oriented by the evaluation results to promote the continuous improvement of the comprehensive service quality of cloud service providers.
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CONCEPTS AND PRACTICE OF THE RECRUITMENT REFORMS IN THE PUBLIC SECTOR; THE CHANGING STATE OF PUBLIC SERVICE RECRUITMENT IN KENYA

CONCEPTS AND PRACTICE OF THE RECRUITMENT REFORMS IN THE PUBLIC SECTOR; THE CHANGING STATE OF PUBLIC SERVICE RECRUITMENT IN KENYA

It must be pointed out, however, that this trend in the public sector reforms has begun in Europe in the late 1970, particularly in Britain, since Margaret Thatcher took up office (Kickert, 1997). As observed by Agagu (2008), the reform of public service has been placed on the policy agenda of almost every European government whatever their political complexion, although the timing, the pace, the extent, the nature, the reasons, and the impact vary greatly across European countries. These vast arrays of administrative reforms being pursued by European governments were meant to modify the size, the structure, the functions and functioning, the efficiency, and even the culture of traditional public administration.
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Understanding the role of service integration in e government implementation in Jordan

Understanding the role of service integration in e government implementation in Jordan

Dais et al. (2008) argued that integrated services require integrated information systems where governments will not be able to improve e-services without the integration of their local information systems. Ebrahim and Irani (2005) considered integration as a key factor affecting the quality of services provided by governments, and Goldkuhl (2008) argued that integration is one of the most important issues facing e-government. E-government implementation goes through different stages of growth from the immature to mature. The first stage is publishing, where governments provide information to citizens through static web pages (one-way communication); the second stage is transaction where government exchanges information with citizens through dynamic web pages (two-way communication); and the final stage is integration where all information and services are available online at one stop portal. Providing integrated services to citizens, businesses, and other stakeholders in a single stop is a big opportunity for governments to advance their services’ efficiency and effectiveness, and improve the quality of service delivery to meet the demands of public.
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Artificial Neural Network Application in Modelling Revenue Returns from Mobile Payment Services in Kenya

Artificial Neural Network Application in Modelling Revenue Returns from Mobile Payment Services in Kenya

experienced in mobile payment dataset and thus using RF will guarantee accuracy in forecasting. The policy implication of this study is that ANN can be used to model revenue returns from mobile payments services, which is certainly useful for various financial players such as government and policy makers of the country. This will catalyze the desired objective of economic growth in the country economy significantly.

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Provisions of Value Added Tax (VAT) and Service Tax (ST) - Awareness Among the Flat Purchasers

Provisions of Value Added Tax (VAT) and Service Tax (ST) - Awareness Among the Flat Purchasers

The government of Maharashtra has issued new amendments regarding VAT in February 2014. Flat purchasers who have purchased residential flats during the period 2006 to 2010 have to pay VAT in accordance with the stage of completion of the construction of the residential flat. In such a case the date of agreement of the property is of utmost importance. VAT should be calculated on the basis of the work done (stage of completion) after the date of agreement after deducting the cost of the land on which the property is situated. Following are the five stages mentioned by the government of Maharashtra with regards to collection of VAT as shown in Table No. 8.
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Articles | British Journal of Community Justice

Articles | British Journal of Community Justice

Another side effect of PbR was that staff, conscious of meeting targets, tended to rush meetings with service users and felt pressured to try and meet unrealistic outcomes (Third Sector, 2012). One practitioner in a drug rehabilitation agency commented that it was not possible to deal honestly with the PbR contract that required the outcome of contact with clients to be abstinent. This, they commented, was simply not possible in the time allotted to work with users. As a consequence, either heavy users would be avoided, they would not achieve the target and thus not get paid under PbR, or they were economical with the truth. This might be seen as an inconvenient result, but worrying when contracts for rehabilitating offenders is linked to PbR. We have seen a worrying number of cases where large private contractors, the very ones that are likely to win these contracts have been economical with the truth in such matters as the numbers of offenders who are being tagged. Indeed Justice Ministers have rejected offers from G4S to repay £24 million and makes the final overcharging bill by G4S and Serco likely to be in excess of £30 million (Travis, 2013). Death and custody does not seem an impediment to claiming that they are safely tagged and the public protected.
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Awareness of Ethics and Integrity at a Malaysian Government District Office

Awareness of Ethics and Integrity at a Malaysian Government District Office

Malaysia, under Prime Minister Tun Mahathir Mohamad, embarked on a rigorous industrialization policy in the beginning of 1980s to generate economic growth and social well-being. Alongside industrialization is the greater attention given to ethical/productivity-based concepts. Leading all the efforts to improve the Malaysian Public Service is the Panel for Improvement of the Public Service (PANEL), established in 1986 and headed by the Chief Secretary to the Government. Its role is to “investigate and offer solutions to service problems of common concern. The investigations by PANEL have resulted in several reformed ideas and innovations, not only seen as physical changes but behavioral and attitudinal changes (Sharifah Hayaati, 2011) to accelerate the emulation of virtues and ethics in public service. To name a few, they include enforcement of code of ethics at the workplace, Client Charter, Quality Assurance Standard such as ISO9000, Quality Control Circle and Manual of Work Procedures. The government has also listed ethical values to promote work ethics in the public service. They are quality, productivity, innovativeness, discipline, integration, accountability and professionalism. These values have been introduced through policy formulation such as Look East Policy (1982), Leadership by Example (1983), Name Tags (1985), The Inculcation of Islamic Values Policy (1985), Excellent Work Culture (1989), Clean Efficient and Trustworthy Government (1989) and Vision 2020 (1991) (Noore Alam Siddiquee, 2010; Sharifah Hayaati, 2011).
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