Journal articles: 'Efficiency and service delivery'

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Masson, Siddhant, Rachit Jain, Narendra Mani Ganesh, and Sajeev Abraham George. "Operational efficiency and service delivery performance." Benchmarking: An International Journal 23, no. 4 (May 3, 2016): 893–915. http://dx.doi.org/10.1108/bij-02-2014-0014.

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Purpose – The purpose of this paper is to evaluate performance of Indian telecom service providers through a benchmarking study of their operational efficiency and service delivery effectiveness. The paper also carries out a peer-to-peer comparison and identifies-specific areas of improvement for different service providers to attain sustainable growth and profitability. Design/methodology/approach – A two stage data envelopment analysis (DEA) model was used to compare the performances of the service providers. The first stage represents how efficiently a unit is able to use its infrastructure and resources to generate better quality services. The second stage captures how well the company is able to communicate and deliver these services to the customer. Findings – The results of the study support the applicability of the two stage DEA for comparing the performances of the telecom service providers as they are in line with the financial performance indicators and brand ranking. It is observed that those companies which score high on both operational efficiency and service delivery effectiveness have achieved superior profitability. Research limitations/implications – This study has been carried out at a pan-India level and hence does not take into account circle level or local performance which varies significantly for most service providers. Besides, this the analysis was constrained by limited data in the public domain, which necessitated estimations and extrapolations for some variables of few service providers. Practical implications – The study has helped to provide inputs for the Indian telecom companies for potential performance improvements by providing a comparative analysis of their operational efficiency and service delivery effectiveness. It has enabled to derive deeper insights on potential target areas for managerial attention that could be translated into implementable actions. The benchmarking analysis has also helped to understand whether the current performance of the service provider is sustainable, unprofitable or ephemeral. Originality/value – This paper goes beyond the traditional benchmarking studies of Indian telecom service providers introducing a two stage DEA model to understand the operational efficiency as well as the service delivery effectiveness. The study has helped to derive valuable academic and practical insights on the issue of performance measurement of the Indian telecom service providers.

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Frei, Frances X., and Patrick T. Harker. "Measuring the Efficiency of Service Delivery Processes." Journal of Service Research 1, no. 4 (May 1999): 300–312. http://dx.doi.org/10.1177/109467059914002.

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Kelley, Scott W. "Retrospective: efficiency in service delivery: technological or humanistic approaches?" Journal of Services Marketing 30, no. 2 (April 11, 2016): 133–35. http://dx.doi.org/10.1108/jsm-10-2015-0321.

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Purpose The purpose of this paper is to provide a retrospective evaluation of the findings first put forward in the article Efficiency in Service Delivery: Technological or Humanistic Approaches?, and to offer directions for further research and developments in the research area. Design/methodology/approach Research directions which emanated from the publication of the article have been examined in the light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified. Findings The original article examined technological and humanistic approaches to improving service delivery efficiency. In doing so, it included two services classification schemes which provided context for the managerial implications presented. The original article was published in 1989. Much has changed since then, especially with regard to technological approaches to service delivery. However, the implications included in the original article for the most part hold. Future researchers are offered a variety of possible directions to pursue in light of the changes, especially in technology, that have occurred since the publication of the original article. Originality/value The original article was highly rated and generated discussion and important further research. It has value as part of the history of service(s) marketing research. The retrospective analysis by the author gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

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Gumah, Bernard, and Maxwell A. Aziabah. "“Our Lives Are Affected by Government Agencies”: Citizens’ Perception Survey as a Measure of Public Service Efficiency in Ghana." SAGE Open 10, no. 2 (April 2020): 215824402093590. http://dx.doi.org/10.1177/2158244020935900.

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Efficiency in public service delivery is critical in enhancing and improving the quality of citizens’ lives. Conversely, inefficient public service delivery has profound adverse effects on the quality of citizens’ lives. In the theory of public services efficiency, direct citizens’ surveys are a useful tool for measuring efficiency in public services. Our core consideration is the impact on human life, which is viewed as a function of the efficiency of public services delivered. We rely on the Ghana Living Standards Survey data to show that analytic leverage can be gained in gauging public perceptions of public services delivery using a perception index through the application of a comparative analytic design. Our results show that differences exist in the perceptions of efficiency and inefficiency among essential and auxiliary services, and such differences have also been found to mirror the spatio-economic attributes of citizens. We argue that public services can positively affect lives through a combination of policy measures spanning increased fight against corruption, improved funding, enhanced monitoring, and increased institutional capacity for improved expansion in physical presence, quality, and the visibility of public services.

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Shidarta and Stijn Cornelis van Huis. "Between Revenues and Public Service Delivery." Bijdragen tot de taal-, land- en volkenkunde / Journal of the Humanities and Social Sciences of Southeast Asia 176, no. 2-3 (June 11, 2020): 304–37. http://dx.doi.org/10.1163/22134379-bja10006.

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Abstract This article examines the development of policies regarding the state-owned enterprises (SOE s) and public service agencies (PSA s) in Indonesia. In 2004, the government of Indonesia introduced PSA s—government agencies that were given large autonomy to manage their financial affairs. The rationale behind this autonomy is consistent with the New Public Management ideal: the creation of more market-oriented government institutions with the objective of increasing the efficiency and effectiveness of public service delivery. The PSA policy has increased state revenues significantly, yet the quality of services and accountability has not improved accordingly. A comparison with SOE s reveals that the restructuring of government agencies and SOE s took place before a supportive framework was set in place. We argue that to tackle informality and to safeguard the social functions of public services, the spearheads of efficiency and revenues in Indonesian bureaucratic reform policies require a strong foundation, consisting of regulatory and ideological components.

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Alahakoon, Mudalige Uthpala Indeelinie, and Shahzadah Nayyar Jehan. "Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis." Economies 8, no. 4 (November 10, 2020): 97. http://dx.doi.org/10.3390/economies8040097.

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Since 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international donors around the world. Digital promotion agencies such as the Information Communication Technology Authority (ICTA) and infrastructure development entities such as the Lanka Government Network (LGN) were established, and the process significantly picked up pace in various government agencies and departments. This process, sometimes called e-governance, was set into motion to improve the efficiency of the government operations and public service delivery at all governmental levels. A decade has passed since many primary public services underwent a digital transformation. In this paper, we analyze the digital governance process and assess the efficiency status of public services in the country. We conducted an output-oriented, nonparametric analysis of the performance data by applying data envelopment analysis (DEA). The data were collected through a questionnaire-based field survey. Our findings suggest that most public services have not achieved optimal efficiency levels, and there is still plenty to be achieved by performance enhancement measures that have been adopted by the various agencies of the Sri Lankan government.

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Rana, Fauzia, Arfan Ali, Waqas Riaz, and Asmara Irfan. "Impact of Accountability on Public Service Delivery efficiency." Journal of Public Value and Administration Insights 2, no. 1 (April 10, 2019): 7–9. http://dx.doi.org/10.31580/jpvai.v2i1.480.

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Accountability in public organization is necessary to ensure efficient public service delivery which ultimately strengthens the democracy. Lack of accountability in public organization undermines public confidence. If there is no check and balance on public organization then it will threaten the very fabric of our society and ultimately to democracy. This study took waste management associations of two big cities of Punjab and collect data from their officials. Statistical analysis of the data revealed that there is a strong and positive relationships exist between accountability and public service delivery. The government should ensure accountability in public organization to enhance the efficiency level of public service delivery.

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Ibewuike, Nwauka Oliver, and Richard Weeks. "Healthcare Service Delivery Efficiency: Performance of Gauteng Hospitals." INCOSE International Symposium 24, s1 (2014): 252–67. http://dx.doi.org/10.1002/j.2334-5837.2014.00020.x.

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Kelley, Scott W. "Efficiency in Service Delivery: Technological or Humanistic Approaches?" Journal of Services Marketing 3, no. 3 (March 1989): 43–50. http://dx.doi.org/10.1108/eum0000000002492.

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Liu, Ming, Xin Liu, Maoran Zhu, and Feifeng Zheng. "Stochastic Drone Fleet Deployment and Planning Problem Considering Multiple-Type Delivery Service." Sustainability 11, no. 14 (July 16, 2019): 3871. http://dx.doi.org/10.3390/su11143871.

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Drone delivery has a great potential to change the traditional parcel delivery service in consideration of cost reduction, resource conservation, and environmental protection. This paper introduces a novel drone fleet deployment and planning problem with uncertain delivery demand, where the delivery routes are fixed and couriers work in collaboration with drones to deliver surplus parcels with a relatively higher labor cost. The problem involves the following two-stage decision process: (i) The first stage determines the drone fleet deployment (i.e., the numbers and types of drones) and the drone delivery service module (i.e., the time segment between two consecutive departures) on a tactical level, and (ii) the second stage decides the numbers of parcels delivered by drones and couriers on an operational level. The purpose is to minimize the total cost, including (i) drone deployment and operating cost and (ii) expected labor cost. For the problem, a two-stage stochastic programming formulation is proposed. A classic sample average approximation method is first applied. To achieve computational efficiency, a hybrid genetic algorithm is further developed. The computational results show the efficiency of the proposed approaches.

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Chhetri, Prem, Booi Kam, Kwok Hung Lau, Brian Corbitt, and France Cheong. "Improving service responsiveness and delivery efficiency of retail networks." International Journal of Retail & Distribution Management 45, no. 3 (March 13, 2017): 271–91. http://dx.doi.org/10.1108/ijrdm-07-2016-0117.

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Purpose The purpose of this paper is to explore how a retail distribution network can be rationalised from a spatial perspective to improve service responsiveness and delivery efficiency. Design/methodology/approach This paper applies spatial analytics to examine variability of demand, both spatially and from a service delivery perspective, for an auto-parts retail network. Spatial analytics are applied to map the location of stores and customers to represent demand and service delivery patterns and to delineate market areas. Findings Results show significant spatial clustering in customer demand; whilst the delivery of products to customers, in contrast, is spatially dispersed. There is a substantial gap between revenue generated and costs. Market area analysis shows significant overlap, whereby stores compete with each other for business. In total, 80 per cent of customers can be reached within a 15-minute-radius, whilst only 20 per cent lies outside the market areas. Segmentation analysis of customers, based on service delivery, also shows the prevalence of the Pareto principle or 80:20 rule whereby 80 per cent of the revenue is generated by 20 per cent of customers. Practical implications Spatially integrated strategies are suggested to improve the efficiency of the retail network. It is recommended that less accessible and unprofitable customers could be either charged extra delivery cost or outsourced without the risk of a substantial reduction in revenue or quality of service delivery. Originality/value Innovative application of spatial analytics is used to analyse and visualise unit-record sales data to generate practical solutions to improve retail network responsiveness and operational efficiency.

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Khan, M. Mahmud, and Shakil Ahmed. "Relative efficiency of government and non-government organisations in implementing a nutrition intervention programme – a case study from Bangladesh." Public Health Nutrition 6, no. 1 (February 2003): 19–24. http://dx.doi.org/10.1079/phn2002359.

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AbstractObjective:The Bangladesh Integrated Nutrition Programme (BINP) experimented with two models of delivery: the first model uses the Government of Bangladesh's (GOB) own management structure and the second uses the non-government organisations (NGOs) working in the local community. This study compares the relative efficiency of GOB and NGO management in the provision of nutrition services.Design:A detailed costing survey was carried out to estimate the cost of delivering nutrition services from the Community Nutrition Centres (CNCs). The number of individuals enrolled, the number actually participating in the programme and person-days of service delivered were used as effectiveness measures.Setting:Thirty-five CNCs were randomly selected from five BINP areas, of which 21 were in GOB-run areas and 14 in NGO-run areas.Results:The cost of providing nutrition services per enrolee was US$ 24.43 for GOB-run CNCs and US$ 29.78 for NGO-run CNCs.Conclusions:Contrary to the widely held view, the analysis implies that the NGO facilities are not more efficient in the delivery of nutrition services when cost per person-days of service delivered is considered. The food cost component of BINP is so high that, irrespective of the delivery mode, policy makers should examine carefully the components of BINP in order to find the most cost-effective mix of services.

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Sow, Moussé, and Ivohasina Razafimahefa. "Fiscal Decentralization and the Efficiency of Public Service Delivery." IMF Working Papers 15, no. 59 (2015): 1. http://dx.doi.org/10.5089/9781484351116.001.

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Warren, C. Gerald. "Cost Effectiveness and Efficiency in Assistive Technology Service Delivery." Assistive Technology 5, no. 2 (December 31, 1993): 61–65. http://dx.doi.org/10.1080/10400435.1993.10132210.

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Hunter, William C. "Efficiency of service delivery systems in large commercial banks." Psychology and Marketing 12, no. 8 (December 1995): 751–64. http://dx.doi.org/10.1002/mar.4220120809.

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고경환, yongmin kim, and 강지원. "Relative Efficiency Evaluation of Social Welfare Service Delivery System." Korean Governance Review 17, no. 3 (December 2010): 197–223. http://dx.doi.org/10.17089/kgr.2010.17.3.009.

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Andrews, Gavin. "Efficacy, Effectiveness and Efficiency in Mental Health Service Delivery." Australian & New Zealand Journal of Psychiatry 33, no. 3 (June 1999): 316–22. http://dx.doi.org/10.1046/j.1440-1614.1999.00581.x.

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Objective: The aim of this paper is to review the status of treatments in psychiatry. Method: The criteria for good treatment are defined and then treatments in psychiatry are examined for efficacy, effectiveness and efficiency. Results: Alarge number of treatments were listed by Nathan and Gorman as having satisfied the criteria for efficacy: that is, they had been shown to be superior to placebo in randomised controlled trials. The problem of effectiveness (does the treatment still work when used by the average clinician with the average patient?) is a general one in medicine, but the evidence in psychiatry is not outstanding. The problem of efficiency (what level of resources are required to produce benefit?) is being addressed in a piecemeal fashion, and again this is no different to the situation in general medicine. Conclusions: Aconsiderable number of treatments have been shown to satisfy the criteria for efficacy. Effectiveness requires that psychiatrists apply such proven treatments and demonstrate benefit through the use of outcome measurement. A system that separated the health budget into segments for prevention, cure and care might ensure that these three goals were pursued equitably and efficiently.

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Nikolov, Marjan. "Cost Efficiency of Macedonian Municipalities in Service Delivery: Does Ethnic Fragmentation Matter?" Lex localis - Journal of Local Self-Government 11, no. 3 (July 1, 2013): 743–75. http://dx.doi.org/10.4335/11.3.743-775(2013).

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Driven by the Ohrid Framework Agreement (OFA), decentralisation in Macedonia is a policy choice for spurring national cohesion rather than an economic instrument for the more efficient delivery of services. The OFA resulted in a new Macedonian Constitution with policies related to the decentralisation process and equitable representation of communities. This paper aims first to estimate the spending efficiency of Macedonian municipalities in service delivery from their own resources and, second, to ascertain the determinants of that efficiency. The ethnic fragmentation of municipalities is taken into account as a possible determinant of efficiency, which represents a novelty in such types of studies. We employ the DEA-VRS, Kernel and SFA estimation techniques to control for the robustness of our estimates. Our findings show that on average Macedonian municipalities exhibit low efficiency in service delivery, although there are significant variations among municipalities. The ethnic fragmentation of municipalities together with the population density, own tax revenues and political affiliation of the mayor with the leading political coalition at the state level explain differences in their efficiencies. More fragmented municipalities tend to be less efficient when providing services to citizens.

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Turkson, Paa Kobina. "Predictors of Clients' Satisfaction with Delivery of Animal Health Care Services in Periurban Ghana." Veterinary Medicine International 2011 (2011): 1–4. http://dx.doi.org/10.4061/2011/321369.

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The study used logistic regression modelling to determine predictors of satisfaction with delivery of animal health care services for 889 clients (livestock and poultry keepers) in periurban Ghana. Of the 15 indicators tested as predictors of satisfaction in this study, 8 were included in the best fit model. These were accessibility, availability of services, service charge, effectiveness, efficiency, quality of services, meeting client needs, and getting help. Efficiency and effectiveness were perceived by the respondents to be synonymous, as were service quality and effectiveness, as suggested by when cross tabulated. Therefore, one or the other could be used in future studies but not both to avoid collinearity. The identified predictors could be targeted for improvement in quality of service delivery to livestock and poultry keepers in Ghana.

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Garcia-Unanue, Jorge, Jose Luis Felipe, Leonor Gallardo, Carlos Majano, and Gemma Perez-Lopez. "Decentralisation and Efficiency in Municipal Sports Services: Expenditure vs. Cost." Sustainability 13, no. 4 (February 19, 2021): 2260. http://dx.doi.org/10.3390/su13042260.

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The choice of service delivery form (direct management, agencification, or indirect management) is one of the most important decisions in the strategic planning of sports systems. However, its influence on efficiency has not been adequately studied in the scientific literature. The aim of this paper is to analyse the service delivery form of sports services on cost efficiency and to study the implications the use of different inputs has for the analysis of cost efficiency in sports services. To answer the objectives of the study, the analysis is divided into three stages. First, the cost efficiency of municipal sports services is estimated through the partial order-m robust frontiers using two different measures of cost (budgetary expenditures and effective cost). Then, the two cost-efficiency estimations were compared by the Li test to analyse the existence of significant differences. Finally, cost efficiency was regressed on several environmental factors by a bootstrapped truncated regression. The results show that there is no significant relationship between the different forms of management when the effective cost is included as an input. However, there is a significant relationship when the budgetary expenditure is specified as input; in this case, direct municipal management is the delivery form with the highest efficiency.

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Fatile, Jacob Olufemi, Iyabo Olojede, and Kehindde David Adejuwon. "Techno-Bureaucratic Governance and Public Service Delivery: Indonesia and Nigeria in Perspectives." Africa’s Public Service Delivery and Performance Review 3, no. 3 (September 1, 2015): 149. http://dx.doi.org/10.4102/apsdpr.v3i3.93.

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Techno-bureaucratic governance is fundamental to contemporary public service. This is because the roles of the bureaucrats and technocrats become more relevant in policy formulation and implementation when the government had to (re)invent its institutions to move from routine administration to that of development planning and management. Utilizing a qualitative approach, the paper notes that techno-bureaucratic ideology values technical expertise itself and its technical experts, efficiency, economic development and effective public service delivery. Adopting comparative perspective, the paper examines techno-bureaucratic governance and public service delivery in Indonesia and Nigeria. The paper takes a cursory look at the similarities and differences between the two countries. The paper notes that the technocracy nurtured by the New Order in Indonesia was cohesive and effective because of its technical expertise and has helped Indonesia to turn oil income into productive investments,whereas in Nigeria the oil income was used for prestigious projects to the detriment of productive investments. The paper therefore recommend among others that developing societies need a new strategy in delivery services in their public service, and this can be achieved through skilled <br />professionals, technocrats and knowledge based actors. It concludes that for public service to deliver effective services, an efficient bureaucracy and technocracy remain invaluable.

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Mbecke, Za-Mulamba Paulin. "Operations and quality management for public service delivery improvement." Journal of Governance and Regulation 3, no. 2 (2014): 36–45. http://dx.doi.org/10.22495/jgr_v3_i4_p4.

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Public service management reforms have not yet contributed to poverty eradication and generally socio-economic development of many African countries. The reforms suggested and implemented to date still prove to be weak in addressing the many challenges faced by the public service in delivering goods and services to the population. The failure of the current public service management calls for a consideration of business-driven approaches and practices that facilitate effectiveness, efficiency, competitiveness and flexibility in goods and services provision. The critical social theory methodology and the literature review technique described and raised awareness on service delivery chaos in South Africa. A public service reform that focuses on operations and quality management is one of the ways of improving and sustaining service delivery in South Africa. Operations management is an essential tool for the planning, execution, control, monitoring and evaluation of production processes. Quality management, in the other hand, is essential to ensure best quality of goods and services produced by the public service within acceptable time and available resources to meet or exceed people’s expectations. The operations and quality management framework proposed in this article is a potential alternative to the current service delivery crisis in South Africa.

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Aliyev, Abbas. "State service policy: international experience." Науково-теоретичний альманах "Грані" 22, no. 1 (March 26, 2019): 117–23. http://dx.doi.org/10.15421/171915.

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The article analyzes the experience of leading countries in implementing the service policy of the state (Great Britain, France, Germany, Malaysia, etc.) in order to identify effective practices for reforming state policy in the context of its service orientation. The Charter of the Citizen (UK) was adopted in 1991 and was a 10-year improvement program of the public services quality. The main principles of the Charter (standards; openness; choice; politeness and courtesy; providing services properly; efficiency and low cost) were observed. Moreover, the «Charter on the delivery of public services» (France, 1992) is researched. It presented basic principles of work regulation of French civil service on the basis of equality, impartiality and continuity, as well as new principles of activities, as a reaction to changes in expectations and demands of the population, the emergence of consumers’ new needs and requests, the need for transparency and accountability, simplicity and accessibility.It is proved that the Services Consumer Charter for Public Services in Belgium (1993) is an example of a comprehensive program that seeks to improve the relationship between state bodies and institutions on the one hand and the population - customers and consumers (clients) of services - on the other one.Analysis of mantioned above and other charters helps to detect the main tasks of the public service systems reforms, in particular: increasing the efficiency of public services and reducing the cost for their delivery; deliivery of services to citizens of the proper quality; reduced deadlines for preparing responses to requests of citizens; conducting external audits to provide creation of a system aimed at continuous improvement; emphasis on achieving results, but their planning; better definition of work processes; improving the quality of informing citizens about public services delivery; openness and transparency of authorities activities; liberalization of licensing institutions; implementation of the «e-government».A characteristic feature of reforming the system of public services delivery in the countries taken under consideration is detected. This is a duration of this process. The explanation of the long terms of the reforms in the sphere increasing the efficiency of the public sector lies in the complexity and scope of the set goals and objectives, and also in a large number of parties involved in the reform process. The further research of the problematic can be dealt with analysis of the state, quality, and special features of the domestic reforms dedicated to the state service policy implementation.

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Arcelus, Francisco J., Pablo Arocena, Fermín Cabasés, and Pedro Pascual. "On the Cost-Efficiency of Service Delivery in Small Municipalities." Regional Studies 49, no. 9 (October 9, 2013): 1469–80. http://dx.doi.org/10.1080/00343404.2013.837872.

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Owolabi, Adenike Olanrewaju. "Insurance Products: Technological Service Delivery Perspective." Business and Economic Research 8, no. 3 (June 2, 2018): 19. http://dx.doi.org/10.5296/ber.v8i3.13238.

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The main objective of this study was to investigate the impact of technological service delivery on insurance products. 150 staff of some insurance companies in Osogbo were selected for this study through multistage sampling technique. Data from the questionnaire were coded, categorized and analyzed using Simple Percentage, Pearson product-moment Correlation and Simple Linear Regression analysis. This study concluded that the introduction of technology has significant impact on the efficiency of the Nigerian insurance companies. It was also found that technological service delivery has direct impact on the increase in the purchase of insurance products. It is recommended that Insurance companies in Nigeria should enhance their interest in technological service delivery in order to further improve performance effectiveness in each part of their business operations.

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Raju, T. V., and Satya S. "Process Efficiency in Wellness Sector." Ushus - Journal of Business Management 4, no. 1 (January 10, 2005): 32–39. http://dx.doi.org/10.12725/ujbm.5.5.

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The 'Wellness Sector' is an emerging sector in India. This concept is catching up the world over as this sector focuses on the maintenance of health rather than cure. The trauma involved in cure, high escalating costs and the shrinking size of families makes Wellness a better option than cure. India is known amongst westerners for its ancient wisdom and knowledge. If we plan well, this sector can become another IT sector in terms of generating goodwill and tourist interest in our country. To enable this the industry should streamline service provision and make the process of delivery international in standards. To enable this, the industry must offer comprehensive services. Service provision must be well thought our and streamlined. Process efficiency, apart from providing good standards of customer encounters, should also aim at making the customer a life long member.

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Drake, Megan, Haoming Li, Enzo Sacchetti, Inigo Saez, and Christopher Shutler. "United Health Services: Transportation Optimization." Industrial and Systems Engineering Review 7, no. 1 (December 31, 2019): 38–43. http://dx.doi.org/10.37266/iser.2019v7i1.pp38-43.

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This project is based off the desire to improve the efficiency and customer service of the United Health Services transportation departments to minimize fuel costs, turnaround time, mileage, and duplicate deliveries by May 2019. United Health Services, a medical care provider in southern New York State, has two delivery and transportation departments that service 60 facilities. Materials Handling has two drivers and a weekly schedule and oversees the delivery of various medical supplies such as bandages, syringes, and crutches. External Transportation is staffed by 12 drivers and delivers time sensitive, patient-oriented supplies such as clean and used linen, specimens, and mail, utilizing a daily schedule. The goal of the project is to merge the two departments, focusing on route schedules and the loading and unloading processes, to improve the information flow and product flow of both operations.

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Churella, Albert J. "Delivery to the Customer's Door: Efficiency, Regulatory Policy, and Integrated Rail-Truck Operations, 1900–1938." Enterprise & Society 10, no. 1 (March 2009): 98–136. http://dx.doi.org/10.1017/s1467222700007862.

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During the first third of the twentieth century, U. S. railroad executives offered local collection and delivery trucking operations. Railroad managers claimed, with justification, that these services were necessary to reduce congestion at urban freight terminals, and to increase the operating efficiency. Yet, executives also employed collection and delivery practices to discriminate against shippers and communities, and to draw business away from rival carriers, in violation of the 1887 Interstate Commerce Act, the 1903 Elkins Act, and the Transportation Act of 1920. During the 1920s, as competition from independent truckers became more intense, railroad managers used their inherent advantage in line-haul service to cross-subsidize local delivery services, to the detriment of independent motor carriers—an issue of considerable concern to Interstate Commerce Commission (ICC) commissioners, following the passage of the 1935 Motor Carrier Act. The railroads' emphasis on the productive efficiency associated with local trucking operations conflicted with the allocative efficiency advocated by federal courts and by the ICC. Commissioner Joseph B. Eastman, in particular, emphasized both the potential benefits and the potential dangers associated with coordinated rail-truck service. More broadly, the status of that service, as one of the few forms of transportation that lay beyond the ICC's authority, stemmed from a complex interaction, over several decades, between all three branches of the federal government. By 1938, the ICC commissioners had concluded that the railroads' local delivery operations occupied a nebulous region between rail and truck regulation. While lawful, they did not serve as a model for post-1945 efforts to achieve integrated, multi-modal transportation services.

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Fowsar, M. A. M., and T. Fathima Sajeetha. "Factors Determining the Access to E-services of Public Institutions in Sri Lanka: A Case Study of Selected Divisional Secretariat Areas in Ampara District." Journal of Politics and Law 13, no. 3 (August 17, 2020): 80. http://dx.doi.org/10.5539/jpl.v13n3p80.

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Enhancing e-service facilities to the citizens would make it easy for them to access various government and private services. It has currently become an essential aspect of the evolution of public administration. All governments, including those of third world countries, are now trying to improve their e-service delivery. E-service delivery is one of the fundamental mechanisms to enhance quality service delivery with transparency, effectiveness, and efficiency. Sri Lanka has made attempts to deliver e-services in multiple sectors, but many constraints have prevented all citizens from accessing those services. Against this backdrop, this study attempts to investigate the factors that influence the ability of citizens to access the various e-services in selected Divisional Secretariat areas of Ampara district, Sri Lanka. This study was conducted using both qualitative and quantitative research methods during the period from July 2018 to January 2019. The qualitative data were gathered from published books, research articles, and personal interviews, and the quantitative data were gathered through a structured questionnaire and statistical reports of government institutions. The collected data were analysed using both qualitative and quantitative techniques, and results are presented in text, tables and charts format. The findings of the study show that factors such as security, the availability of electronic device facilities, and low cost encouraged citizens to access these services often. Nevertheless, factors like difficulty in understanding e-services and concerns about its security have discouraged people from accessing e-services.

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Viney, Rosalie, and Marion Haas. "Funding arrangements for telehealth: Encouraging efficiency rather than proliferation." Australian Health Review 21, no. 3 (1998): 34. http://dx.doi.org/10.1071/ah980034.

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The use of telehealth as a basis for delivering health services is growing acrossAustralia, and there is clear potential for these technologies to address some of the enduring issues of access and costs of service delivery. However,appropriate incentives must be created to encourage clinicians and managers to evaluate the true opportunity costs and benefits of delivering services in this way against the relevant alternative.This paper examines how different funding arrangements might encourage or discourage efficient use of telehealth.

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DeGaspari, John. "High-Tech Delivery." Mechanical Engineering 126, no. 08 (August 1, 2004): 38–42. http://dx.doi.org/10.1115/1.2004-aug-4.

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The US Postal Service is automating its vast infrastructure to stand up to its competition. The Postal Service is betting that investments in modern technology can help it improve efficiency and reduce costs. The tactic is part of an overall strategy, known as the Transformation Plan, to keep the Postal Service competitive in the face of competition from e-mail and private carriers, an expanding network of delivery points, and declining revenues. Wide Field of View cameras boost productivity of letter-sorting machines by reading a higher percentage of barcoded mail. The 534 Advanced Flat Sorter Machines, deployed in 2001, use optical character recognition and remote keying technology to sort mail into 120 separations. The Postal Service is integrating systems within processing facilities as tubs and trays are combined into larger wheeled containers for shipment. The Postal Service has established the Mail Technology Strategy Council to help it evaluate innovative technologies. The council consults with industry to get an idea of where modern technologies are headed and which ones are feasible to incorporate.

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Merickova, Beata Mikusova, and Juraj Nemec. "Factors determining the success of contracting local public services: waste collection and waste disposal, management of cemeteries in Slovakia." Lex localis - Journal of Local Self-Government 11, no. 3 (July 1, 2013): 375–85. http://dx.doi.org/10.4335/11.3.375-385(2013).

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Contracting public services to private firms is one of the most common types of alternative service-delivery arrangements. The relevant literature suggests that if, and only if the contracting is properly implemented, then it may, but need not to deliver positive outcomes. The study examines the experience with contracting among Slovak municipalities. Despite some methodological problems, the data suggests that externalization of production generally does not deliver improved efficiency and quality. The core purpose for failures and the possible policy responses are also offered.

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Lentner, Csaba, Vasa László, and Molnár Petronella. "Certain regulatory and efficiency issues of public utility companies in Budapest." Public and Municipal Finance 9, no. 1 (August 7, 2020): 14–24. http://dx.doi.org/10.21511/pmf.09(1).2020.02.

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Capital cities of the world are usually characterized by a concentration of the majority of the population and most of the public administration and economic life. Therefore, the efficiency and quality of public service delivery in their administrative territories make a difference. The study examines public service companies in Budapest, Hungary’s capital, with the focus on their sectors of activity to describe their system, which may provide good foundations for a prospective international comparison.This study explores sector-oriented reports of state- and municipally-owned public utility companies providing services within the administrative territory of Budapest and evaluates them in terms of total assets, finance, profitability and efficiency. The study looked for an answer to the question of how the tighter state regulation and control adopted after 2010 affected their management, and what influence the price regulation of consumer public utility charges, imposed since 2013, had on companies’ activities.

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Robinson, Mark. "Does Decentralisation Improve Equity and Efficiency in Public Service Delivery Provision?" IDS Bulletin 38, no. 1 (January 2007): 7–17. http://dx.doi.org/10.1111/j.1759-5436.2007.tb00333.x.

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Ngwakwe, Collins C., and Libago Azwitamisi. "Public financial management efficiency and electricity service delivery in Limpopo municipalities." International Journal of Public Sector Performance Management 7, no. 3 (2021): 301. http://dx.doi.org/10.1504/ijpspm.2021.10037319.

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Azwitamisi, Libago, and Collins C. Ngwakwe. "Public financial management efficiency and electricity service delivery in Limpopo municipalities." International Journal of Public Sector Performance Management 7, no. 3 (2021): 301. http://dx.doi.org/10.1504/ijpspm.2021.114588.

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Fairley, Christopher K., Lenka A. Vodstrcil, and Tim Read. "The importance of striving for greater efficiency." Sexual Health 8, no. 1 (2011): 3. http://dx.doi.org/10.1071/sh10059.

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Health care costs are rising faster than inflation in almost all developed countries. Improving the efficiency of health care will go some way to address this issue. There has been a significant improvement in the delivery of sexual health care with a particular focus on innovation. In this issue, Baraitser et al. evaluate their services, that uses computer-assisted interviewing combined with self-collected samples in London. This editorial discusses this service in the context of the control of sexually transmissible infections and other recent health care innovations.

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Sehgal, V., B. Krishnan, M. Kumar, M. H. Chapman, S. P. Pereira, G. J. Webster, and G. J. Johnson. "PTH-177 A New Pancreatobiliary Telephone Clinic Service – Improved Service Delivery, Efficiency and Patient Experience." Gut 62, Suppl 1 (June 2013): A283.2—A283. http://dx.doi.org/10.1136/gutjnl-2013-304907.664.

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Petkovšek, Veronika, Nevenka Hrovatin, and Primož Pevcin. "Local Public Services Delivery Mechanisms: A Literature Review." Lex localis - Journal of Local Self-Government 19, no. 1 (January 26, 2021): 39–64. http://dx.doi.org/10.4335/19.1.39-64(2021).

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The paper presents a literature review about local public services delivery mechanisms like: in-house provisions, privatization, and inter-municipal cooperation. The aim of this paper is to review the development of the studied field, to find out which delivery mechanism dominates in a certain period of time, and to review which economic research focus dominates in the studied field. Possible effects on the economies of scale, costs reductions, efficiency, and other economic-political-institutional-social factors in the provision of local public services are scrutinized, using a content analysis breakdown. Results show that most studies are country studies and empirical studies in increasing numbers in recent years. The choice of local public services delivery mechanisms are mostly influenced by the size of the local government, the efficiency of service provision, the resources available, and the institutional framework. Politics and market competition also play a role in the decision-making process.

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Oh, Youngmin, Jongsun Park, and Seunghoo Lim. "Untangling the Complexity of the Association between Contracting and Local Fiscal Performance and Income Inequality in Terms of Competing Values." Lex localis - Journal of Local Self-Government 12, no. 4 (October 6, 2014): 851–72. http://dx.doi.org/10.4335/12.4.851-872(2014).

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Public contracting is designed to reduce costs and to enhance service quality. However, few prior studies have clarified the multiple performance dimensions of public service delivery influenced by contracting. This study empirically tests how different contracting elements are associated with local fiscal performance and income inequality in terms of competing values. For the test, the different contracting elements (scope, competition, stability, specification and monitoring) are respectively measured through a nationwide public service delivery survey. Multiple performance values of public service delivery (efficiency, effectiveness and equity) are measured through local fiscal data and the Gini index. Overall, competitive market is associated only with efficiency, while stability is related only to equity.

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Yang, Jian Ning, Jian Kun Yang, and Kun Lin. "The Cloud Computing and the Application of Cloud Computing in the Telecommunication Enterprise." Applied Mechanics and Materials 729 (January 2015): 195–98. http://dx.doi.org/10.4028/www.scientific.net/amm.729.195.

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Cloud computing is a new computing technology and IT service providing method. It development evolved with distributed computing, parallel computing, high-speed network technology. Cloud computing provide robust, high efficiency service capabilities by centralizing management and overall dispatch service resource, and providing services for end users through the consistency of virtual environment have undergone profound changes. It in the service ability of organization and service delivery methods. As the telecommunication enterprise, either from their own business operation system support needs, or from a provider of the high speed network services and integrated information service will benefit from the development of cloud computing.

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Elapatha, Vishakha Wijeratne, and Shahzadah Nayyar Jehan. "An Analysis of the Implementation of Business Process Re-engineering in Public Services." Journal of Open Innovation: Technology, Market, and Complexity 6, no. 4 (October 14, 2020): 114. http://dx.doi.org/10.3390/joitmc6040114.

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Sri Lankan public service apparatus has a long colonial heritage, and all of that has not been in line with the requirements of a 21st century public service expectations. However, the increasing societal pressure for the delivery of more modern public services has forced it to undergo a major overhaul of its business process. In this paper, we assess the impact of the recent efforts at business process reengineering (BPR) in public service. We estimate the overall as well as relative efficiency of public service delivery across various ministries and departments of the Sri Lankan government. A broad-based Likert scale field survey on a five-point scale was carried out and performance data were collected. We applied a non-parametric data envelopment analysis (DEA) to estimate the overall and relative efficiency of the public service delivery across 29 departments and ministries (D&Ms) and the departments of the government of Sri Lanka. Our results show that, save for a few, most D&Ms have a potential for improving the performance. The performance enhancement is desirable both from an input as well as output perspectives. Moreover, our results indicate significant scale inefficiencies associated with the performance of ministries and departments that are engaged in public service delivery (PSD) in the country. The authors have also indicated towards critical success factors for a wider deployment of the study’s findings in the conclusion.

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Siddiquee, Noore Alam, and Mohd Zin Mohamed. "E-Government and Transformation of Service Delivery in Malaysia." International Journal of Public Administration in the Digital Age 2, no. 3 (July 2015): 45–60. http://dx.doi.org/10.4018/ijpada.2015070103.

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Since the 1990s e-government has been a leading feature of public sector reform in Malaysia. As elsewhere around the world, at the core Malaysia's e-government agenda is the desire to reinvent governance and service delivery so as to realize national developmental goals. Variety of e-initiatives undertaken and implemented over the past decades has improved the nation's e-profile and readiness. These programs have also brought about profound changes to the mode of service delivery and the nature of interactions between the government and citizens and other stakeholders. The paper demonstrates the current trends in e-government by focusing on some most recent initiatives and their roles in modifying governance and service delivery systems thereby producing benefits of efficiency, improved access and convenience, among others. It argues that while Malaysia has made significant inroads in e-services and is ahead of most developing countries, yet progress remains unsatisfactory when compared with regional and world leaders. The paper sheds lights on current impediments of e-government in Malaysia and their implications.

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Bitew, Kurabachew, Mekonnen Ayichiluhm, and Kedir Yimam. "Maternal Satisfaction on Delivery Service and Its Associated Factors among Mothers Who Gave Birth in Public Health Facilities of Debre Markos Town, Northwest Ethiopia." BioMed Research International 2015 (2015): 1–6. http://dx.doi.org/10.1155/2015/460767.

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Introduction. The existence of maternal health service does not guarantee its use by women; neither does the use of maternal health service guarantee optimal outcomes for women. The World Health Organization recommends monitoring and evaluation of maternal satisfaction to improve the quality and efficiency of health care during childbirth. Thus, this study aimed at assessing maternal satisfaction on delivery service and factors associated with it.Methods. Community based cross-sectional study was conducted in Debre Markos town from March to April 2014. Systematic random sampling technique were used to select 398 mothers who gave birth within one year. The satisfaction of mothers was measured using 19 questions which were adopted from Donabedian quality assessment framework. Binary logistic regression was fitted to identify independent predictors.Result. Among mothers, the overall satisfaction on delivery service was found to be 318 (81.7%). Having plan to deliver at health institution (AOR = 3.30, 95% CI: 1.38–7.9) and laboring time of less than six hours (AOR = 4.03, 95% CI: 1.66–9.79) were positively associated with maternal satisfaction on delivery service. Those mothers who gave birth using spontaneous vaginal delivery (AOR = 0.11, 95% CI: 0.023–0.51) were inversely related to maternal satisfaction on delivery service.Conclusion. This study revealed that the overall satisfaction of mothers on delivery service was found to be suboptimal. Reasons for delivery visit, duration of labor, and mode of delivery are independent predictors of maternal satisfaction. Thus, there is a need of an intervention on the independent predictors.

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Liu, Siqi, Boliang Lin, Jianping Wu, and Yinan Zhao. "Modeling the Service Network Design Problem in Railway Express Shipment Delivery." Symmetry 10, no. 9 (September 10, 2018): 391. http://dx.doi.org/10.3390/sym10090391.

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As air pollution becomes increasingly severe, express trains play a more important role in shifting road freight and reducing carbon emissions. Thus, the design of railway express shipment service networks has become a key issue, which needs to be addressed urgently both in theory and practice. The railway express shipment service network design problem (RESSNDP) not only involves the selection of train services and determination of service frequency, but it is also associated with shipment routing, which can be viewed as a service network design problem (SNDP) with railway characteristics. This paper proposes a non-linear integer programming model (INLP) which aims at finding a service network and shipment routing plan with minimum cost while satisfying the transportation time constraints of shipments, carrying capacity constraints of train services, flow conservation constraint and logical constraints among decision variables. In addition, a linearization technique was adopted to transform our model into a linear one to obtain a global optimal solution. To evaluate the effectiveness and efficiency of our approach, a small trial problem was solved by the state-of-the-art mathematical programming solver Gurobi 7.5.2.

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Cortis, Natasha, Ciara Smyth, Kylie valentine, Jan Breckenridge, and Patricia Cullen. "Adapting Service Delivery during COVID-19: Experiences of Domestic Violence Practitioners." British Journal of Social Work 51, no. 5 (July 1, 2021): 1779–98. http://dx.doi.org/10.1093/bjsw/bcab105.

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Abstract COVID-19 rapidly altered patterns of domestic and family violence, increasing the complexity of women’s needs, and presenting new barriers to service use. This article examines service responses in Australia, exploring practitioners' accounts of adapting service delivery models in the early months of the pandemic. Data from a qualitatively enriched online survey of practitioners (n = 100) show the ways services rapidly shifted to engage with clients via remote, technology-mediated modes, as physical distancing requirements triggered rapid expansion in the use of phone, email, video calls and messaging, and many face-to-face interventions temporarily ceased. Many practitioners and service managers found that remote service delivery improved accessibility and efficiency. Others expressed concerns about their capacity to assess risk without face-to-face contact, and were unsure whether new service modalities would meet the needs of all client groups and reflect best practice. Findings attest to practitioners' mixed experiences during this period of rapid service innovation and change, and underline the importance of monitoring emerging approaches to establish which service adaptations are effective for different groups of people, and to determine good practice for combining remote and face-to-face service options in the longer term.

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Barsukova, I. M. "ASSESSMENT OF EFFICIENCY OF INTRODUCTION OF THE TARIFF FOR CARRYING OUT THROMBOLYTIC THERAPY IN WORK OF THE PRE-HOSPITAL STAGEOF THE EMERGENCY MEDICAL SERVICE." HERALD of North-Western State Medical University named after I.I. Mechnikov 7, no. 1 (March 15, 2015): 122–27. http://dx.doi.org/10.17816/mechnikov201571122-127.

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In article the high importance of standardization and tariffing of services of an emergency medical service, and also statistics of successful introduction of tariffs at a pre-hospital stage of an emergency medical service in subjects of the Russian Federation, including, in St. Petersburg is proved. It is shown that existence of a specialized tariff for carrying out thrombolytic therapy in territorial subjects of the Russian Federation was the stimulating factor of introduction of this modern technology in work of an emergency medical service that promoted reduction of algorithm of delivery of health care by the patient with a sharp and repeated myocardial infarction in compliance with the approved standard, to improvement of quality of delivery of health care.

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Swe, Yin Lei Win, and Seunghoo Lim. "Associations between the Mixture of Governance Modes and the Performance of Local Public Service Delivery." Politics and Governance 7, no. 4 (November 25, 2019): 301–14. http://dx.doi.org/10.17645/pag.v7i4.2218.

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Since the Myanmar central government decentralized some of its power to state and regional governments, few studies investigated the performance of local governments, and no studies investigated the relationships between the types of governance modes and the performance of public service delivery. This study investigates the associations between three types of governance—i.e., hierarchy, market, and network—and the multiple performances of agricultural services in terms of the competing public values of efficiency, effectiveness and equity in southern Shan State. The findings indicate that the three types of governance simultaneously coexist in local agriculture departments and that their associations with the performances of public services differ. Network governance is negatively associated with efficiency, effectiveness, and equity during its initial stage, but these associations become positive when the degree of network governance increases in agriculture departments. In contrast, market governance is positively related to effectiveness and equity during its initial stage; however, increasing the degree of market governance further leads to a negative association with both public service values. This assessment of the performance of public programmes in terms of the trade-offs among public service values contributes to improving the local governance of public service delivery not only in Myanmar but also in other developing countries.

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Trinh, Truong Hong, Voratas Kachitvichyanukul, and Huynh Trung Luong. "A Tradeoff between Customer Efficiency and Firm Productivity in Service Delivery Systems." Industrial Engineering and Management Systems 11, no. 3 (September 30, 2012): 224–32. http://dx.doi.org/10.7232/iems.2012.11.3.224.

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Gere, Bryan O., Royce D. Burnett, Carl R. Flowers, and Ouadie Akaaboune. "Efficiency in Vocational Rehabilitation Program Service Delivery: The Impact of Socioeconomic Context." Rehabilitation Research, Policy, and Education 31, no. 4 (2017): 338–51. http://dx.doi.org/10.1891/2168-6653.31.4.338.

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Background:State-federal (VR) program efficiency is the focus of empirical research because of increases in the magnitude and types of program requests, possibly funding cuts and class for models to more appropriately measure and evaluate performance.Objective:The purpose of this study was to examine the impact socioeconomic diversity has on the efficiency of service delivery outcomes at the agency level.Methods:Regular closed employment and competitive employment outcome proxy for service delivery outcome. Seven indicators of socioeconomic status are selected: level of English Language proficiency, percentage with high school education, percentage with a bachelor’s degree, number of persons in a household, per capita income, median household income, and poverty level.Findings:Results obtained suggest the magnitude of non-English language spoken in homes and the level of individuals with bachelor’s degrees in the environment served have a significant impact on the efficiency of both regular and competitive placement outcomes at agency level. In addition, the level of high school education and per capita income affect the ability of agencies to procure competitive employment outcomes.Conclusion:Our result provides evidence that gaining knowledge about the environment from which clients emerge and in which agencies operate is necessary for efficient and effective agency level performance. Our work suggests that knowledge about the presence of language proficiency and bachelors’ degree attainment is key to planning, organizing, directing and controlling the efficiency of agency level regular employment outcome.

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Journal articles on the topic 'Efficiency and service delivery'

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