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Journal articles on the topic 'Office of Citizen Complaints'
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1
Hickman, Matthew J. "Validity of Officer Self-Reported Citizen Complaints." Police Quarterly 10, no. 3 (September 2007): 332–41. http://dx.doi.org/10.1177/1098611106294760.
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Lersch, Kim Michelle. "Are Citizen Complaints Just Another Measure of Officer Productivity? An Analysis of Citizen Complaints and Officer Activity Measures." Police Practice and Research 3, no. 2 (January 1, 2002): 135–47. http://dx.doi.org/10.1080/15614260290033639.
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Minelli, Alessandro, and Renato Ruffini. "Citizen feedback as a tool for continuous improvement in local bodies." International Journal of Public Sector Management 31, no. 1 (January 8, 2018): 46–64. http://dx.doi.org/10.1108/ijpsm-01-2017-0010.
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Purpose The purpose of this paper is to contribute to the feedback discourse by exploring how public managers and politicians use complaints from citizens to improve the overall and specific performance of public services. The main research questions are: Can citizen complaints analysis be a useful planning tool in the public sector? What can public managers learn from citizen feedback? Design/methodology/approach Applying an empirical approach (Yin, 2005), the multiple case studies treated in the paper aim to clarify a series of decisions (particularly, why feedback is not used to its maximum potential). The overall design includes a defined set of questions, and the research protocol includes data retrieval, collection and analysis. A new cataloging model is proposed to homogenize the spectrum of analysis. This model is intended to create a parallel between two local bodies different in size, mission, and complexity, but which have front office facilities and are in the same territory and have the same potential target population. Findings In total, 698 complaints and 183 corrective or preventive actions were analyzed. Public managers’ attention seems to focus on technical or normative issues rather than on aspects of public services. This may be explained by the lack of funds for training, the scarce use of relational and human capital development leverage, and the concomitant necessity to guarantee at least the same level of services as provided in previous years, confirming the “Blame the rich and credit the poor” mantra. Originality/value This paper offers a strategic approach to learning from citizen’s feedback that other scholars or practitioners have not yet provided. There are many academic studies on customer feedback as a continuous improvement tool for the private sector, but few for public administration.
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T, Mekala, Devakar B, Govindhasamy P, and Nishkal Kanna B. "Identifying the unauthorized user in e-government compliant system using valid proofs." International Journal of Engineering & Technology 7, no. 2.26 (May 7, 2018): 40. http://dx.doi.org/10.14419/ijet.v7i2.26.12531.
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Citizens of our country face municipal complications like Street damage, Street cleaning, Garbage bin overflowing, light post damage, wa-ter outage etc. They started to register their complaints with advanced technologies. The complaint registration has many ways to file their complaints, it makes easier to register the complaint and saves our time. To solve these types of complications, we are going to implement a web application that helps the people to intimate about their issues directly to the government officer. So when the people iden-tify any complications in the city`s environment then, the government officer will solve the complications through his web portal. This will minimize time as well as money to go to an office for complaint registration. If the problem solved by those subjective then user will get the problem solved message. Otherwise, the problem will be again send to higher authorities to take action about it. The message alert will hap-pens repeatedly until the problem gets solve. Only the authorized persons have the rights to create the account by using aadhar card etc.
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Moore, John E. "STANLEY V. ANDERSON." PS: Political Science & Politics 43, no. 01 (January 2010): 164–65. http://dx.doi.org/10.1017/s1049096510990872.
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Stan Anderson died unexpectedly while out for an afternoon walk on May 26, 2009. If I set out to design a model civil society, Stan would be my model citizen. At every nexus in the life of a community—family, friends, workplace, and civic institutions—Stan's instincts were to care and to contribute. For 30 years a member of the political science faculty at the Santa Barbara campus of the University of California, he was a leading authority on, and advocate for, American applications of the (Scandinavian) office of ombudsman. If that term for an official who handles citizens' complaints is no longer foreign in the United States, it is largely because of Stan Anderson.
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Briody, Michael, and Tim Prenzler. "The New Zealand Police Early Intervention System: A review of implementation and impact issues." International Journal of Police Science & Management 22, no. 3 (July 2, 2020): 297–307. http://dx.doi.org/10.1177/1461355720931891.
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This paper examines the implementation process and impacts of an Early Intervention System (EIS) introduced into the New Zealand Police in 2013. The system was associated with large reductions in complaints of 72.5% against target employees ( N = 526), but without this clearly translating into reductions in the overall number of complaints. The New Zealand case also highlighted the issue of the different potential uses of early intervention. Should the priority be officer welfare or the more usual aim of improving officer conduct, police–citizen relations and public confidence in police? The authors argue that the traditional focus on reducing adverse incidents between police and citizens, with public complaints as a major guide and measure, should have at least equal weight in an EIS that is part of a comprehensive state-of-the-art police integrity management system. The paper also highlights the need for detailed publicly accessible data to ensure accountability of investments in integrity strategies.
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Hollander, Craig B. "“The Citizen Complains”: Federal Compensation for Property Lost in the War of 1812." Law and History Review 38, no. 4 (October 21, 2019): 659–98. http://dx.doi.org/10.1017/s0738248019000439.
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This article describes the federal government's little-known effort to remunerate civilians who lost private property during the War of 1812. It shows how wartime “sufferers” pressured their congressional representatives for redress. In response, their representatives created a new federal office to adjudicate claims for lost property. But this office quickly came under scrutiny for making allegedly erroneous disbursements. Although Congress curtailed the office's power, representatives of the claimants continued to push for a more generous policy. To garner more free state support, they pointed out that officials had sought indemnities for the slaves the British had liberated during the war, but not for other forms of lost property. To remedy this preferential treatment, most northern congressmen began to support enacting a more generous compensation policy. In response, southerners demanded payment for slaves who had been lost in the war. Ultimately, northerners joined with the representatives of the sufferers from the South to pass a new law. However, this law only offered remuneration for buildings, which, in effect, tabled the discussion over slavery. This article therefore reveals how legislators employed the politics of slavery to build a coalition to create a law, which, in turn, was limited by those same politics.
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Faber, Jacob William, and Jessica Rose Kalbfeld. "Complaining While Black: Racial Disparities in the Adjudication of Complaints against the Police." City & Community 18, no. 3 (September 2019): 1028–67. http://dx.doi.org/10.1111/cico.12388.
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Reports of citizen complaints of police misconduct often note that officers are rarely disciplined for alleged misconduct. The perception of little officer accountability contributes to widespread distrust of law enforcement in communities of color. This project investigates how race and segregation shape the outcomes of allegations made against the Chicago Police Department (CPD) between 2011 and 2014. We find that complaints by black and Latino citizens and against white officers are less likely to be sustained. We show neighborhood context interacts with complainant characteristics: Incidents alleged by white citizens in high–crime and predominantly black neighborhoods are more likely to be sustained. These findings provide context for understanding tensions between communities of color and the CPD. These results are consistent with theories that individual and institutional actors prioritize white victimhood and reflect the neighborhood effects literature stressing the interaction between individual and contextual factors in shaping outcomes.
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Kinnaird, Brian A. "Exploring Liability Profiles: A Proximate Cause Analysis of Police Misconduct: Part II." International Journal of Police Science & Management 9, no. 3 (September 2007): 201–13. http://dx.doi.org/10.1350/ijps.2007.9.3.201.
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Recent history shows that a significant number of citizens, internationally, are now seeking litigation against police agencies when law enforcement officers violate their civil rights. Often the events that precede complaints occur due to poor policy, training and early warning by law enforcement agencies. Hence, this study analysed past policies and training procedures that were in effect for the San Francisco, California Police Department (SFPD) during 1998, to determine if there was any liability of risk following evidence of officer misconduct. Mixed methodology, using a descriptive quantitative approach and based on a historical design, was used to determine whether or not the SFPD had appropriate policies, training, and control measures in place to minimise potential citizen complaints against officers that could have led to misconduct allegations and, ultimately, civil litigation. Results showed that SFPD policies, recruit and in-service training and early warning system measures resulted in a lower number of substantiated complaints of officer misconduct based upon clear policy, appropriate training, and deployed early warning system measures. Consequently, the findings suggested that the SFPD created a lower liability profile in respect to random versus non-random risks required in court to explain a department's position relative to their risk management of officer misconduct.
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Friedery, Reka. "Promoting Democracy through the Work of the EU Ombudsman." Review of European Affairs 4, no. 1 (2020): 5–16. http://dx.doi.org/10.51149/roea.1.2020.1.
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The EU is in an economic, social and political crisis, and there are vital expectations to enhance and restore trust, openness and transparency. The EU bodies which bring the EU and its citizens closer to each other gain even more importance. This paper will demonstrate that alternative dispute-resolution forums, like the office of the EU Ombudsman, have a multidirectional function. It was established to strengthen the fundamental rights of citizens and to enhance a more citizen- -friendly EU administration. The analysis highlights the forum’s importance in changing horizontal relations between different stakeholders into vertical during its procedure, for instance between EU institutions and EU citizens. The presentation of research explores these relations by analysing complaint cases and the EU Ombudsman-related cases of the CJEU. The paper argues that the right to complain to the EU Ombudsman, who is a direct link between EU institutions and EU citizens, and the potential of changing the above-mentioned functions, can strengthen the trust of Member States’ citizens and help them identify as European citizens. The cornerstone of this argument are the relations between the EU citizens, institutions and the Ombudsman.
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Huff, Jessica, Charles M. Katz, and Vincent J. Webb. "Understanding police officer resistance to body-worn cameras." Policing: An International Journal 41, no. 4 (August 13, 2018): 482–95. http://dx.doi.org/10.1108/pijpsm-03-2018-0038.
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Purpose Body-worn cameras (BWCs) have been adopted in police agencies across the USA in efforts to increase police transparency and accountability. This widespread implementation has occurred despite some notable resistance to BWCs from police officers in some jurisdictions. This resistance poses a threat to the appropriate implementation of this technology and adherence to BWC policies. The purpose of this paper is to examine factors that could explain variation in officer receptivity to BWCs. Design/methodology/approach The authors assess differences between officers who volunteered to wear a BWC and officers who resisted wearing a BWC as part of a larger randomized controlled trial of BWCs in the Phoenix Police Department. The authors specifically examine whether officer educational attainment, prior use of a BWC, attitudes toward BWCs, perceptions of organizational justice, support for procedural justice, noble cause beliefs, and official measures of officer activity predict receptivity to BWCs among 125 officers using binary logistic regression. Findings The findings indicate limited differences between BWC volunteers and resistors. Volunteers did have higher levels of educational attainment and were more likely to agree that BWCs improve citizen behaviors, relative to their resistant counterparts. Interestingly, there were no differences in perceptions of organizational justice, self-initiated activities, use of force, or citizen complaints between these groups. Originality/value Though a growing body of research has examined the impact of BWCs on officer use of force and citizen complaints, less research has examined officer attitudes toward the adoption of this technology. Extant research in this area largely focusses on general perceptions of BWCs, as opposed to officer characteristics that could predict receptivity to BWCs. This paper addresses this limitation in the research.
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Porter, Louise E., and Geoffrey P. Alpert. "Understanding Police Recruits’ Attitudes Toward Public Interactions: An Australian Example." Police Quarterly 20, no. 4 (August 2, 2017): 449–80. http://dx.doi.org/10.1177/1098611117723567.
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Recent events, particularly in the United States, have highlighted strained police-citizen relations and the importance of citizens viewing police as legitimate and trustworthy. Perceptions of unreasonable police officer conduct, particularly related to demeanor and physical force, are often at the center of public complaints. The present study used survey data to explore the attitudes of 577 Australian police recruits regarding behaving disrespectfully toward, and using force against, citizens. Over all, recruits’ attitudes were positive, likely reflecting present screening processes. However, some variation was evident and predicted by selected police culture dimensions, including cynicism and police authority, as well as officer characteristics and background factors. Further, attitudes more supportive of disrespect and force were, in turn, predictive of the code of silence for such behavior, measured through hypothetical unwillingness to report colleagues’ behavior. The implications for understanding police attitudes are discussed, as well as attempts to reduce negative attitudes and behavior.
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Mrozla, Thomas. "Procedural and distributive justice: Effects on attitudes toward body-worn cameras." International Journal of Police Science & Management 23, no. 3 (July 6, 2021): 317–27. http://dx.doi.org/10.1177/14613557211026937.
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The purpose of this study was twofold. First, it examined how procedural and distributive justice influence college students’ perceptions of adoption of body-worn cameras by the police. Second, it explored how procedural and distributive justice influence college students’ perceptions of the ability of body-worn cameras to improve community relations, decrease citizen complaints, increase police officer respect, increase citizen respect, and improve training. Those who perceived distributive injustice were more likely to agree that the police should adopt body-worn cameras. Perceived distributive injustice was also a consistent predictor regarding the varying abilities of body-worn cameras.
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Dzhafer, Nigyar, Tzekomir Vodenicharov, and Janis Papathanasiou. "Does the Bulgarian Health Care System Need a Health Ombudsman?" Folia Medica 62, no. 2 (June 30, 2020): 391–97. http://dx.doi.org/10.3897/folmed.62.e47655.
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Background: The Office of the Ombudsman of the Republic of Bulgaria (ORB) is an independent constitutional body elected by Bul­garian Parliament in 2005. It serves to protect the rights of all citizens, including the rights of patients, children, people with disabilities, minorities, foreigners, etc. Bulgarian healthcare users complain when they feel that the healthcare system (HCS) has failed their needs or they have been recipients of an inappropriate treatment. Aim: The aim of the present study was to analyze the structure and dynamics of all complaints from Bulgarian healthcare users referred to the ORB over a 13-year period (2005 – 2018). Materials and methods: Retrospective documental research was used in the present study. The data included the complaints ob­tained from the official annual reports of the ORB that are available online. Bibliographic and documental searches were also used as sources. The complaints were analyzed by their annual distribution and classified by problem areas in the HCS. Results: Between 2005 and 2018, there were a total of 3288 complaints filed to ORB against HCS. In 2015, 368 complaints were re­ceived by ORB from Bulgarian healthcare users and from various patient organizations concerning problems in the HCS. The filed complaints to ORB increased by 82% in 2016 (n=421). In 2017, the overall number of ORB-referred complaints amounted to 494, and in 2018 their number was as high as 607, which represents an increase by 23% compared to the number of complaints in 2017. Conclusion: The great number of complaints referred to ORB about the HCS over the last four years strongly suggests that the institu­tion of the Ombudsman in Bulgaria enjoys high confidence among Bulgarian healthcare users.
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Davey, Douglas. "The Fabulousness and the Fury: Preparing for a Drag Queen Storytime." Partnership: The Canadian Journal of Library and Information Practice and Research 15, no. 2 (December 15, 2020): 1–10. http://dx.doi.org/10.21083/partnership.v15i2.6219.
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After announcing the launch of a Drag Queen Storytime, the Halton Hills Public Library (HHPL) received positive feedback from the community, but also faced criticism from a small but vocal group of citizens. Complaints reached as high as the mayoral office, challenging the library’s position as a trusted community institution, and testing the rigour of its training, communications, policies, and procedures. Despite the pushback, the library ran a highly successful program and afterward redoubled its commitment to fighting homophobia and promoting equality. This article details how the HHPL came to offer the program, what the response was, as well as suggestions for measuring success and processing complaints.
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Miles-Johnson, Toby, Suzanna Fay, and Susann Wiedlitzka. "Policing Minority Communities: How Perception of Engagement and Level of “Awareness” Influence Officer Attitudes toward Practice." Social Sciences 10, no. 2 (February 11, 2021): 70. http://dx.doi.org/10.3390/socsci10020070.
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In the 21st century, policing of all citizens requires officers to have an increased awareness of minority communities. Yet in the wake of public complaints and mass demonstrations regarding police misconduct, it is clear that police bias toward minority communities often negatively influences engagement. To better understand police awareness of minority communities and how officers’ levels of awareness and perceptions of policing influence their perceptions of engagement, data were collected from police recruits and protective service officers (N = 1585) training at one of the largest police academies in Australia. The results show significant differences in awareness levels and perceptions of engagement of police recruits and protective service officers toward members of minority communities, as well as the factors influencing awareness during police–citizen engagement. These include the police recruit’s and protective service officer’s gender and sexuality, the frequency of socialization they have with diverse people, as well as the type of social interaction experienced. The results from this study offer suggestions to increase officers’ levels of awareness of minority communities, and how this may improve on-the-job performance overtime.
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Briando, Bobby, and M. Fajar Ramadhan Rhouspamann. "Dissemination of Information Regarding Online Passport Queue Applications by Immigration Office Sukabumi." Jurnal Abdimas Imigrasi 1, no. 1 (March 24, 2020): 37–46. http://dx.doi.org/10.52617/jaim.v1i1.128.
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The Republic of Indonesia Travel Document is the identity of an Indonesian citizen (WNI) when traveling across the country, one of the travel documents is known to the public by the name of a passport. Passports are issued by authorized officials and are official documents that contain the identity of the owner to travel internationally. Apart from the passport function, the passport holder must also be able to take responsibility for the ownership of the passport itself. Nowadays the times continue to develop, public services are increasingly being improved so that the index of public satisfaction with the government especially those providing services continues to increase. Immigration as one of the government institutions that provide services makes breakthroughs related to the manufacture of passports, namely by the publication of an application called APAPO (Online Passport Registration Application). This application was created with the hope that it can be a solution to the problem that is often a public complaint, namely the queue of passport applicants who are staring at the Immigration Office, especially at the Immigration Office in Sukabumi. To introduce this breakthrough, community service related to online passport application registration has been carried out using socialization to each sub-district within the scope of the Sukabumi Immigration Office, which covers the areas of Sukabumi City, Sukabumi Regency, and Cianjur.
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Elcock, Howard. "The Polish Ombudsman and the Transition to Democracy." International and Comparative Law Quarterly 45, no. 3 (July 1996): 684–90. http://dx.doi.org/10.1017/s002058930005942x.
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A great deal has happened since the first Polish Commissioner for Citizens' Rights Protection discussed the role of her office in this journal in January 1990.1 At that time, the communist regime had given place to Eastern Europe's first non-communist government, led by Tadeusz Mazowiecki, after the elections of June 1989. Following the Polish United Workers' Party's defeat then, communism collapsed throughout Eastern Europe. Poland itself has since moved somewhat shakily towards a pluralist democratic regime, with a directly elected president and two chambers of Parliament in which multi-party systems now operate. However, despite some suggestions that the institutions created during the communist period should be swept away after communism fell, several of them have made the transition to the new liberal-democratic State. These institutions include three that were created by the Jaruszelski regime during the 1980s in order to try to win back its fading popular legitimacy: the Supreme Administrative Court (SAC), the Constitutional Tribunal (CT) and the Commissioner for Citizens' Rights Protection (CCRP), or Ombudsman. Since the fall of communism, the need for administrative adjudication has both changed and become greater, especially because there has not yet been any agreement on a new Polish constitution. The number of complaints sent to the CCRP's office rose from 22,764 in 1990 to 29,273 in 1993. This short article gives an account of the principal developments in the Commissioner's role since 1990. Professor Letowska was replaced in the office in 1991 by Professor Tadeusz Zielinski, from the University of Krakow, and the change in incumbent has produced significant changes in practice as well as continuity.
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Reynolds, Paul D., Brett A. Fitzgerald, and Jeremiah Hicks. "The Expendables: A Qualitative Study of Police Officers’ Responses to Organizational Injustice." Police Quarterly 21, no. 1 (September 18, 2017): 3–29. http://dx.doi.org/10.1177/1098611117731558.
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The purpose of this study was to identify events linked to police officers’ assessments of fairness within their departments, identify how officers’ felt about events they perceived as unfair, and record officers’ responses to perceived organizational injustice. This was a qualitative study that applied a phenomenological approach and information was collected from 24 officers through the use of semistructured interviews. The predominant organizational events linked to fairness assessments among participants included disciplinary actions, citizen complaints, blocked career aspirations, and officer–supervisor conflicts. Overwhelmingly, officers reported these events made them feel angry. These events fostered feelings of increased skepticism and not being supported or feeling expendable. Analyses of data revealed two salient forms of negative work outcomes as responses to perceived organizational injustice: production deviance and self-protective behaviors. This study expands our understanding of which events foster negative perceptions of injustice while exposing how police officers react to those experiences. These findings should be of particular interest to individuals interested in policing, organizational justice, or organizational behavior.
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Wąsowska, Anna. "Are We Really Dealing with New Control Powers of Local Councilors?" Przegląd Prawa Administracyjnego 3 (September 5, 2021): 201–19. http://dx.doi.org/10.17951/ppa.2020.3.201-219.
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On 11 January 2018, the Act on amending certain acts in order to increase the participation of citizens in the process of selecting, functioning and control of certain public authorities was passed. The legislator decided that the new legal regulations in the local government system laws were to lead to an increase in the participation of citizens in the process of control and functioning of public authorities, thus, also of local government authorities. In addition, it was to contribute to an increase in the role of local communities in the process of electing bodies coming from general elections, as well as in the control of this process and the bodies responsible for the preparation and holding of elections. Among the “new” legal solutions that have come into force in the current term of the local government authorities (2018–2023), one should distinguish those thanks to which the scope of control powers of local councillors has been extended. These include, first of all, the right to obtain information and materials, access to the premises where these information and materials are located, and access to the activities of the local government office, as well as companies with the participation of local government units, commercial companies with the participation of local government legal entities, legal persons, as well as establishments, enterprises and other local government organizational units, in compliance with the provisions on legally protected secrecy, secondly, the right to address interpellations and inquiries to the village mayor (mayor, city president), starost or voivodeship marshal, thirdly, the obligation to establish a complaint committee, motions and petitions in order to consider complaints about the activities of the executive body and local government organizational units, as well as motions and petitions submitted by citizens.
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Karim, Sheikh Mohammad Towhidul. "The Ombudsman Act 1980: redressing administrative grievances in Bangladesh." International Journal of Law and Management 60, no. 1 (February 12, 2018): 172–84. http://dx.doi.org/10.1108/ijlma-04-2017-0090.
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Purpose It is recognized worldwide that an ombudsman system makes the public administration more transparent and accountable to the public. This paper aims to examine the provisions of the Ombudsman Act 1980, as well as the position, role and necessity of the Office of the Ombudsman in Bangladesh. It also evaluates how the ombudsman institution can act as a gateway for citizens of Bangladesh to resolve complaints against the maladministration of public administration in the country. Design/methodology/approach The study is basically qualitative in nature where both primary and secondary sources have been used. As well, a combination of analytical methods and current legislative methods, together with future legislative techniques, was used in the study. Findings This study finds that the ombudsman is a vital institution for Bangladesh to eliminate maladministration, nepotism and abuse of human rights, as well as abuse of the power of the public administration. Going forward, Bangladesh needs to amend the existing Ombudsman Act 1980 and then take proper steps to firmly establish the Ombudsman Office to ensure and increase public confidence, operational effectiveness and good governance and human rights throughout the country. Research limitations/implications The main implication of this study is that it will play an important role for the development of the rule of law and human rights in Bangladesh. This study will make its readers and particularly the citizens of Bangladesh aware of the importance of the “Office of the Ombudsman” in Bangladesh and the existing loopholes in the current Ombudsman Act 1980. This research also provides a new avenue for scholars to contribute their knowledge and wisdom toward nation-building by further researching the Office of the Ombudsman in Bangladesh. In this way, scholars in this field can share their experiences of the role of the ombudsman to a wider audience. Practical implications The study will facilitate policymakers and the government to enact an effective new law or to amend the existing law relating to the ombudsman. Originality/value The paper sets out the proposed amendment to the Ombudsman Act 1980. Hence, it will be of interest to policymakers, government, organizations of civil society and those developing countries that have not taken steps toward forming an ombudsman institution.
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Shmarev, A. I. "SOME ASPECTS OF THE PROSECUTOR'S PARTICIPATION IN REHABILITATION (IN ACCORDANCE WITH CHAPTER 18 OF THE CODE OF CRIMINAL PROCEDURE OF THE RUSSIAN FEDERATION)." Bulletin of Udmurt University. Series Economics and Law 30, no. 5 (November 12, 2020): 747–52. http://dx.doi.org/10.35634/2412-9593-2020-30-5-747-752.
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The author of the article, based on the analysis of statistical indicators of the Prosecutor's office for 2018-2019 and examples of judicial practice, including the constitutional Court of the Russian Federation, examines the problematic issues of implementing the right to rehabilitation of persons unlawfully and unreasonably subjected to criminal prosecution, and the participation of the Prosecutor in this process. According to the author, the ambiguous judicial practice of considering issues related to the rehabilitation of this category of citizens requires additional generalization and analysis in order to make appropriate changes to the Resolution of the Plenum of the Supreme Court of the Russian Federation No. 11 of 29.11.2011 "On the practice of applying the norms of Chapter 18 of the Criminal procedure code of the Russian Federation regulating rehabilitation in criminal proceedings". The examples given in the article of cancellation of lower-level court decisions were based on complaints of persons who independently sought to restore their rights, and not on the representations of the prosecutors involved in them, who were called upon to ensure the possibility of protecting human and civil rights and freedoms at the court session. The adoption of organizational measures, including those proposed by the author, in the system of the Prosecutor's office of the Russian Federation will increase the role of the Prosecutor in protecting the rights of illegally and unreasonably prosecuted persons.
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Gorbachev, V. P. "Prosecutor’s Supervision and Management of the Inquiry on Political Crimes in the Russian Empire (Regulatory Framework)." Russian Journal of Legal Studies 5, no. 4 (December 15, 2018): 182–91. http://dx.doi.org/10.17816/rjls18462.
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The article, based on the normative and archival materials, considers the issues of prosecutor’s supervision and management by the gendarme and the police inquiry about political crimes in the Russian Empire after the judicial reform of 1864. The inquiry of such crimes was of two types: formal (criminal procedural) and administrative (protective). The Prosecutor’s office managed directed by inquiry by giving instructions on cases. The supervision was manifested itself in the coordination with the Prosecutor’s office of certain actions of the gendarmerie and the police officers, in the presence of prosecutors during investigative actions, in studying the materials of the inquiry, cancellation of illegal decisions, reviewing complaints about the actions of the gendarmerie and the police, addressing issues of responsibility for violations, etc. Forms and features of Prosecutor’s supervision for each of the specified types of inquiry are considered. It is concluded that the Prosecutor’s supervision and management of the inquiry in political cases had limited legal capacity. At the same time, compared with the management and supervision of the police inquiry on common crimes, the formal inquiry on political crimes was under more careful supervision of the Prosecutor’s office, which responded (though not always) to the revealed violations. At the same time, protective proceedings, which most affected the personal inviolability of citizens, the law almost completely withdrew from the Prosecutor’s supervision. Despite this, gradually, departmental regulations and practice have developed some forms of the implementation of prosecutorial supervision and over protective proceedings. Considered some of the inaccuracies that occur in the literature when reporting on issues of prosecutorial supervision over the investigation of political crimes.
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Bilotta, Clio, Stefania Zerbo, Giulio Perrone, Ginerva Malta, and Antonella Argo. "The medico-legal implications in medical malpractice claims during Covid-19 pandemic: Increase or trend reversal?" Medico-Legal Journal 88, no. 1_suppl (June 10, 2020): 35–37. http://dx.doi.org/10.1177/0025817220926925.
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The Covid-19 pandemic caused a marked increase in admissions to intensive care units. The critically ill patients’ condition from the infection resulted in their deaths. The healthcare facilities have got into trouble because of the pandemic. In fact, they had to create additional beds in a very short time and to protect health workers with personal protective equipment. Healthcare professionals fear that there will be an increase in complaints and medico-legal malpractice claims and hence they have urged politicians to discuss this. The Italian Parliament recently debated the topic of medical liability and passed the Decree-Law no. 18 of 17 March 2020 (DL – so called Cura Italia) by which they want to extend the concept of “gross negligence” to healthcare facilities. Several Extended Care Units have suffered from outbreaks of Covid-19, so the Prosecutor’s Office of several cities initiated investigations against them. This situation has reached Sicily, where the Prosecutor’s Office of Palermo has opened an inquiry against an Extended Care Unit. Simultaneously, the Covid-19 pandemic may change patients’ attitudes towards healthcare professionals, who are risking their lives daily. So the Italian medico-legal community is debating these questions, with one last pending question remaining: is the number of medico-legal claims likely to increase or trend down?
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Kuzmina, V. M. "IMPLEMENTATION OF THE MANAGErial ACTIVITY OF THE KURSK CITY ADMINISTRATION IN THE area OF WORK WITH CITIZENS 'APPEALS." Proceedings of the Southwest State University 22, no. 1 (February 28, 2018): 142–51. http://dx.doi.org/10.21869/2223-1560-2018-22-1-142-151.
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The article reveals insights into the function of information and analytical support in the activities of the Administration of the city of Kursk. It ensures the timely and uninterrupted flow of information both from the environment to the organization and from the organization to the environment as well as information support for the managerial activities of the system, its subordinate structural units incorporated in the organization. In the absence of this function, the goal-setting and implementation of the objectives of the management system becomes impossible. This function execution in local self-government bodies has specific features, in particular, there is a problem of information exchange between the population and local authorities. In order to avoid this problem, it is necessary to organize work with citizens' appeals in accordance with the administrative regulations. Citizens’ appeals are an important part of the office work of any municipal institution. Citizens’ appeals with proposals, applications, and complaints to municipal bodies are an important means of exercising and protecting the rights of a person, strengthening the ties of a municipal body with the population, an essential source of information necessary for solving current and future problems of state, economic and socio-cultural construction. Being one of the forms of citizens' participation in the process of management, appeals contribute to strengthening people's control over the activities of municipal authorities, combating red-tape, bureaucracy and other shortcomings in their work.
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Ariel, Barak, Alex Sutherland, Darren Henstock, Josh Young, Paul Drover, Jayne Sykes, Simon Megicks, and Ryan Henderson. "“Contagious Accountability”." Criminal Justice and Behavior 44, no. 2 (September 24, 2016): 293–316. http://dx.doi.org/10.1177/0093854816668218.
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The use of body-worn cameras (BWCs) by the police is rising. One proposed effect of BWCs is reducing complaints against police, which assumes that BWCs reduce officer noncompliance with procedures, improve suspects’ demeanor, or both, leading to fewer complaints. We report results from a global, multisite randomized controlled trial on whether BWC use reduces citizens’ complaints. Seven discrete tests ( N = 1,847 officers), with police shifts as the unit of analysis ( N = 4,264), were randomly assigned into treatment and control conditions. Using a prospective meta-analytic approach, we found a 93% before–after reduction in complaint incidence ( Z = −3.234; p < .001), but no significant differences between trial arms in the studies ( d = .053, SE = .11; 95% confidence interval [CI] = [−.163, .269]), and little between-site variation ( Q = 4.905; p = .428). We discuss these results in terms of an “observer effect” that influences both officers’ and citizens’ behavior and assess what we interpret as treatment diffusion between experimental and control conditions within the framework of “contagious accountability.”
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Putri, Ailani Almira Hartono, Indrawati Yuhertiana, and Devy Sylvia Puspitasari. "Technology Constraints in Online Tax Payment: Case of Surabaya City." Journal of Economics, Business, and Government Challenges 2, no. 2 (October 31, 2019): 144–51. http://dx.doi.org/10.33005/ebgc.v2i2.83.
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This study aims to explore in depth the application of the online system of payment of land and building tax (PBB). The research location is in a government office, the Surabaya City Financial and Tax Management Board (BPKPD). This study uses a qualitative method. Interviews were conducted with the intended informants, namely the Surabaya City BPKPD as the tax authorities, and also the citizen as Taxpayers (WP). Miles Huberman's approach is used to analyze data. Stages of research include data collection, then reduced, presented and verified, so as to obtain valid conclusions. Informants are chosen based on the information needs needed by researchers. It can be concluded that the web display of online tax payment services is considered attractive and able to optimize public services. Online service brainware factor namely Human Resources (HR) plays an important role in realizing online services. The hardware factor in the online system is quite good using a good computer, but the internet connection is complained about being slow. Online tax payments that can be done through ATMs and m-banking at three banks in collaboration with the Surabaya City BPKPD are still complained of being convoluted by taxpayers. Fear of making payments online makes taxpayers still pay cash at the teller. The changing of service systems from offline to online requires time for the community to adapt.
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Galuh, Alifia Nada Putri, and Rini Rachmawati. "Study of Mobile City Application in Indonesia." TATALOKA 23, no. 2 (May 31, 2021): 159–70. http://dx.doi.org/10.14710/tataloka.23.2.159-170.
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The Implementation of e-government has been established with the Instruction of President. Application of e-government is a research topic that has received a lot attention because of its improve the function and management of the city by utilizing Information and Communication Technology to improve the quality of public services. In this research focused on one application of e-government that called Mobile City. This study observe 22 application that has been implemented in 22 regencies/cities. This study have goals to identify and compare all 22 Mobile City Applocation to get the rank of the regency/city based on the quality of its application and research city with the best application . The results of the study to show the Mobile City application applies a Location Based Services (LBS) system so the main features of this application showed tourism locations or public facilities. The difference of application features between regencies/cities is depends on how the regency/city developed their application. The city that has the most complete features on its mobile city is Surakarta that called Solo Destination. This application is managed by the Office of Infromation Communication Statistics and Coding of Surakarta City with the most frequently used feature is community complaints.
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Bekteshi, Enertila. "European Parliament the Democratic Representative for the People of Europe." Mediterranean Journal of Social Sciences 8, no. 1 (January 26, 2017): 340–46. http://dx.doi.org/10.5901/mjss.2017.v8n1p340.
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Abstract The history of the European Parliament can be seen as part of the development process toward a federal parliament supported by some researchers, but however another viewpoint of EU nature, as an international organization would be influenced from the European Parliament’s viewpoint as well. It has been admitted that formal upcoming changes have turned it into a codecision-maker with the Council of Ministers. There isn’t any other organization, where the member countries should share the decision-making process with the institutions which have been selected directly. In fact, during the creation of the united Europe, the power of the European Parliament have continuously increased trying to reduce the “democratic deficit” for which the Community is accused. Also the role of the EP role as an alternative point of access in the "policy-making'" process for interests that feel excluded from the domination of business interests could help in building a sense of European Identity among such groups in the longer term. The European Parliament appoints an Ombudsman, who may receive complaints from any citizen of the Union or from any other natural person or legal entity living or having his/her statutory residence/registered office in a member country. The cases handled by an Ombudsman are related to the bad administration of the institutions or community bodies’ activities except the Court of Justice and the General Court in their court functions. The Ombudsman works in full competence and does not accept or require directives from any other organization. During his assignment must not perform any other professional activity for free or against payment. He is appointed by the European Parliament with the same duration of his legislature having a renewable mandate. In the DPB are provided also the Ombudsman’s norms that might have in the cases of bad administration in conjunction with the activity of institutions in this sector. Thus, it will be solved the problem of accusation for lacking of transparency addressed to this sector.
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Bradstreet, Rick. "Reducing citizen complaints." Journal of Police and Criminal Psychology 9, no. 2 (October 1993): 33–36. http://dx.doi.org/10.1007/bf02806660.
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Bogdanova, Elena. "Obtaining redress for abuse of office in Russia: The Soviet legacy and the long road to administrative justice." Communist and Post-Communist Studies 51, no. 3 (August 28, 2018): 273–84. http://dx.doi.org/10.1016/j.postcomstud.2018.07.002.
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This article examines the options for redressing abuse of office available to citizens in Soviet and post-Soviet Russia. I consider the courts, the procuracy, and the complaint mechanism as sites for citizens to lodge claims against abuse of office in late-Soviet and post-Soviet times. After the collapse of the Soviet system there was an attempt to overcome the Soviet legacy, to strengthen legal institutions and establish administrative justice. Analysis of Soviet and post-Soviet normative documents and statistical data allows us to argue that opportunities for Russian citizens to combat service crimes in the courts have improved substantially. However, the system for coping with abuse of office remains imperfect, and retains features of the Soviet legacy despite vague legislation about administrative justice and dual ways of coping with abuse through legal and quasi-legal mechanisms. The re-establishment of the complaint mechanism in the conditions of contemporary Russia exacerbates this imperfection. Overall, the complaint mechanism occupies a significant place in people’s options for making claims against officials, especially claims against high-ranking officials.
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Terrill, William, and John McCluskey. "Citizen complaints and problem officers." Journal of Criminal Justice 30, no. 2 (March 2002): 143–55. http://dx.doi.org/10.1016/s0047-2352(01)00132-5.
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Terrill, William, and Jason R. Ingram. "Citizen Complaints Against the Police." Police Quarterly 19, no. 2 (October 26, 2015): 150–79. http://dx.doi.org/10.1177/1098611115613320.
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Chazova, I. E., T. V. Martynyuk, V. O. Rodnenkov, B. Sh Gorieva, A. N. Rogoza, M. V. Arkhipov, Yu I. Grinshtein, et al. "First results of Russian multicenter prospective clinical study VICTORY II: Vamloset® and Co-Vamloset effectiveness and safety in patients with stage 2 and 3 arterial hypertension." Systemic Hypertension 17, no. 2 (September 22, 2020): 36–47. http://dx.doi.org/10.26442/2075082x.2020.2.200123.
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Abstract
VICTORY II study objective. Evaluation of Vamloset and Co-Vamloset safety and effectiveness in reaching target blood pressure (BP) level in patients with stages 23 arterial hypertension (AH).
Materials and methods. Russian multicenter prospective clinical study conducted in 8 clinical centers in6 cities in Russian Federation included 103 patients over 18 years of age with diagnosed essential hypertension of stages 23 (in accordance with 2013 European guidelines) who previously did not receive treatment (with office systolic BP sBP160 mm Hg and/or office diastolic BP dBP100 mmHg) or did not achieve target BP levels after receiving mono- or dual therapy. Office BP target levels comprised 139 mmHg for sBP and 89 mm Hg for dBP for patients without diabetes mellitus (DM), and 139 mm Hg for sBP and 84 mm Hg for dBP for patients with DM. All patients with stage 2 AH (group 1) were prescribed Vamloset (amlodipine/valsartan, 5/80 mg), patients with stage 3 AH Vamloset (amlodipine/valsartan, 5/160 mg). Therapy correction Vamloset (amlodipine/valsartan) in doses 5/160 mg, 10/160 mg and Co-Vamloset (amlodipine/valsartan/hydrochlorothiazide) in doses 10/160/12,5 mg, 10/160/25 mg (КРКА-RUS) was performed every 4 weeks according to provided schemes. At follow-up every 4 weeks the decision on necessity of antihypertensive treatment (AHT) correction were made by medical researcher in accordance with analysis of patients complaints, general condition and physical examination, results of office BP measurement, diary of BP self-control. In 40 patients in subgroup with additional assessment 24-hour BP monitoring, pulse wave velocity measurement, central BP evaluation, augmentation index calculation, and endothelium damage markers determination were performed.
Results. Active phase of the study included 100 patients aged 59.510.9 years (59% female) suffering from AH for 83.48.4 months. The patients received treatment with study medication (safety population). The protocol population (sampling Per Protocol) included 80 patients who completed the study without severe protocol violation. At the moment of study entrance 83% of patients received AHT. In all patients treatment duration comprised 15.9 weeks. In Per Protocol population target office BP level was achieved by 90.0% (95% confidence interval 81.295.6%) of the patients. Overall clinical effectiveness (extremely high, very high, high, and sufficient) was achieved in 98.8% [95% confidence interval 93.2100%] of the patients. In group of patients with stage 2 AH target office BP level was achieved by 93.8% of patients, in group with stage 3 AH by 84.4% of patients. Mean BP change in study group was -32.2 mm Hg for SBP and -16.0 mm Hg for DBP. Among patients with stage 2 AH target office BP level was achieved by 93.8% of patients, with mean BP change -30,7 mm Hg for SBP and -15.5 mm Hg for DBP. In patients with stage 3 AH target BP levels were achieved in 84.4% of patients with mean BP change -34,6 mm Hg for SBP and -16.7 mm Hg for DBP. After 16 weeks of treatment in Full Analysis Set population with recovery of missed measures using Last Observation Carried Forward 40.2% of patients reached target BP levels according to BP self-control results. Considering the limitations of results evaluation this practice requires further assessment, standardization, and improvement. According to 24-hour BP monitoring reaults after 16 weeks of treatment 26.5% of patients achieved target BP daily profile (for patients from subgroup with additional assessment in Full Analysis Set population with recovery of missed measures using Last Observation Carried Forward), that indicates additional influence of studied AHT on the prognosis of patients with stages 23 AH.
Conclusion. In clinical study VICTORY II Vamloset and Co-Vamloset optimal effectiveness and safety in patients with stage 2 and 3 arterial hypertension were shown.
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Ji, Xuepeng, Daoqin Tong, Lisha Cheng, Xiaowei Chuai, Xiyan Mao, Binglin Liu, and Xianjin Huang. "Spatial Analysis of Citizens’ Environmental Complaints in China: Implications in Environmental Monitoring and Governance." International Journal of Environmental Research and Public Health 18, no. 18 (September 14, 2021): 9674. http://dx.doi.org/10.3390/ijerph18189674.
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Citizen environmental complaints play a key role in China’s current environmental monitoring network and environmental governance system. Based on 5796 cases of environmental complaints lodged by citizens via hotline and the internet to the MEP of China, we examined the spatial characteristics and influencing factors of citizen complaints for the period of 2013–2017 using spatial analysis methods and spatial econometric models. The roles of citizen complaints in the two systems were then reevaluated. The results show that, among all cases, 75.88% of cases were identified as verified complaints, while nearly a 25% noisy rate directed large amounts of inspection resources to be utilized in response to nonverified cases. Air pollution received the most attention by citizens in China, accounting for 67.22% of total cases. The hotspots of citizen complaints were mostly distributed in the three major national urban agglomerations in China. We found that industrial wastewater and SO2 were positively associated with the likelihood of citizens filing complaints, while the effect of industrial soot/dust emission was insignificant. Citizen complaints might be triggered by certain, but not all, forms of pollutants, even though highly visible particulate pollutants did not necessarily induce corresponding complaints. Moreover, the negative relationship between citizen complaints and per capita GDP revealed the unbalanced geographical pattern between economical development and environmental quality. The proliferation of the internet greatly facilitated citizens lodging complaints through various ways. The synergy mechanism between citizen environmental complaints and other parts in China’s environmental monitoring and governance system should be established in the future.
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De Angelis, Joseph, and Aaron Kupchik. "Citizen oversight, procedural justice, and officer perceptions of the complaint investigation process." Policing: An International Journal of Police Strategies & Management 30, no. 4 (November 13, 2007): 651–71. http://dx.doi.org/10.1108/13639510710833929.
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Park, Myoung Hwan, Sangbok Lee, and Byung Yong Jeong. "Office Environment and Musculoskeletal Complaints of Office Workers." Journal of the Ergonomics Society of Korea 34, no. 6 (December 31, 2015): 609–22. http://dx.doi.org/10.5143/jesk.2015.34.6.609.
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Zhovnir, M. "OBJECTIVE STRUCTURED PRACTICAL EXAMINATION ON DISCIPLINE “UKRAINIAN LANGUAGE AS FOREIGN LANGUAGE” AS TOOL TO ASSESS COMMUNICATIVE COMPETENCIES OF INTERNATIONAL MEDICAL SDTUDENTS." Актуальні проблеми сучасної медицини: Вісник Української медичної стоматологічної академії 20, no. 2 (July 6, 2020): 227–32. http://dx.doi.org/10.31718/2077-1096.20.2.227.
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High quality higher education is a solid basis of individual and public intellectual property. It is also an integrated part of standard of living and citizens’ welfare. Finally, the mission of higher education is to offer competitive priority to its receivers now and in the future. So, we need to pay our attention on the quality of education. This article focuses on the evaluation of language and communicative competencies of future health care professionals. Health care system is of exceptional importance because the existence and further development of the state institution as a whole is impossible without the full and harmonious functioning of the health care system. The author highlights approaches to monitor students’ knowledge and speaking skills as well as behaviour, attitude. Applying Objective Structured Practical Examination (OSPE) at a medical university, especially at the non-clinical departments has been proven as an effective tool to assess these abilities, describes the design, preparation and procedure of this examination. Some themes within the scope of the material checked («At the hospital admission office. Primary patient assessment. General complaints of the patient»», III year, medical faculty) have been presented and analyzed in details in the context of this examination. Experimental Stations of the Objective Structured Clinical Examination on the discipline «Ukrainian as a Foreign Language» is one of the modern way to evaluate how effectively medical students can communicate and apply language knowledge when simulating commonly encountered scenarios at medical settings. Moreover, the Objective Structured Practical Examination (OSPE) can be used for checking of students’ communicative skills. Thus, there are some differences between the Objective Structured Practical Examination (OSPE) and the Objective Structured Clinical Examination (OSCE). The study has been presented within the anthropocentric scientific paradigm. The methodology included descriptive analytical methods, general linguistic methods, modern methods of comparison, discourse analysis.
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Terrill, William, Jason Robert Ingram, Logan J. Somers, and Eugene A. Paoline III. "Examining police use of force and citizen complaints." Policing: An International Journal 41, no. 4 (August 13, 2018): 496–509. http://dx.doi.org/10.1108/pijpsm-01-2018-0024.
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Purpose The purpose of this paper is to empirically examine the relationship between police use of force and citizen complaints alleging improper use of force. Design/methodology/approach The current study utilizes official use of force and citizen complaint data, as well as surveys of patrol officers, from the Assessing Police Use of Force Policy and Outcomes Project, a multimethod National Institute of Justice funded study. Findings Bivariate and multivariate analyses revealed that the number of use of force incidents that officers were involved in, as well as the types and levels of resistance they encountered from citizens, was related to use of force complaints from citizens. That is, those officers that were involved in more use of force situations were engaged in force encounters where the highest level of citizen resistance was “failure to comply,” and faced higher cumulative levels of citizen resistance, received more complaints alleging improper use of force. Research limitations/implications Studies of citizen complaints against police officers, especially those alleging improper use of force, should consider the number of force incidents officers are involved in, as well as other theoretically relevant force correlates. Practical implications Administrators, concerned with citizen allegations for improper use of force against their officers, should work to encourage their personnel to minimize the number of use of force applications, or at least less cumulative force, to resolve encounters with citizens. Originality/value While prior studies have examined police use of force and citizen complaints independently, the current study examines the empirical connection between use of force behavior and the generation of complaints from citizens.
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Luehrmann, Laura M. "FACING CITIZEN COMPLAINTS IN CHINA, 1951––1996." Asian Survey 43, no. 5 (September 2003): 845–66. http://dx.doi.org/10.1525/as.2003.43.5.845.
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Abstract This article examines Chinese institutions designed to funnel citizen opinions to leaders. It argues that the dynamic between individuals hoping to solve grievances and officials hoping to scout out problems strengthens higher-level control over subordinates. The process, when done well, may promote regime legitimacy.
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Terrill, William, and Eugene A. Paoline. "Citizen Complaints as Threats To Police Legitimacy." Journal of Contemporary Criminal Justice 31, no. 2 (February 2, 2015): 192–211. http://dx.doi.org/10.1177/1043986214568842.
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Worrall, John L. "If You Build It, They Will Come: Consequences of Improved Citizen Complaint Review Procedures." Crime & Delinquency 48, no. 3 (July 2002): 355–79. http://dx.doi.org/10.1177/0011128702048003001.
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This study tests the hypothesis that when law enforcement agencies make improvements in their citizen complaint review procedures, a likely consequence is more complaints. Findings from a survey of 700 law enforcement agencies suggest that improvements in citizen complaint procedures result in a higher incidence of complaints. Additionally, certain combinations of citizen complaint review procedures are highly associated with the incidence of complaints. Two recommendations are made: (a) researchers and policy makers need to be attuned to the fact that more complaints will be filed when complaint procedures are reformed, and (b) law enforcement agencies need to be “careful what they ask for;” a higher complaint rate, although a desirable consequence of improved complaint review procedures, could result in unanticipated consequences.
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Harris, Matthew C., Jinseong Park, Donald J. Bruce, and Matthew N. Murray. "Peacekeeping Force: Effects of Providing Tactical Equipment to Local Law Enforcement." American Economic Journal: Economic Policy 9, no. 3 (August 1, 2017): 291–313. http://dx.doi.org/10.1257/pol.20150525.
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We provide the first local level empirical analysis of the causal effects of providing military equipment to local police. Employing a novel combination of publicly available county-year panel data matched to hand-collected data on citizen complaints, we investigate the effects of acquiring tactical weapons, optics, and vehicles on citizen complaints, assaults on police officers, and offender deaths. For causal identification, we exploit exogenous variation in equipment availability and cost-shifting institutional aspects of the 1033 Program. Our results indicate that these items have generally positive effects: reduced citizen complaints, reduced assaults on officers, increased drug crime arrests, and no increases in offender deaths. (JEL H76, K42)
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Eltschlager, Kenneth K. "Current Technologies to Resolve Blasting Related Citizen Complaints." Journal American Society of Mining and Reclamation 2000, no. 1 (2000): 493–500. http://dx.doi.org/10.21000/jasmr00010493.
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Schuck, Amie M., and Cara Rabe-Hemp. "Citizen complaints and gender diversity in police organisations." Policing and Society 26, no. 8 (December 13, 2014): 859–74. http://dx.doi.org/10.1080/10439463.2014.989161.
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PILGRIM, DAVID, COLIN TODHUNTER, and MAGGIE PEARSON. "Accounting for Disability: Customer feedback or citizen complaints?" Disability & Society 12, no. 1 (February 1997): 3–16. http://dx.doi.org/10.1080/09687599727425.
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Nath, Nirmala, Radiah Othman, and Fawzi Laswad. "External performance audit in New Zealand public health: a legitimacy perspective." Qualitative Research in Accounting & Management 17, no. 2 (December 2, 2019): 145–75. http://dx.doi.org/10.1108/qram-11-2017-0110.
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Purpose This paper aims to provide insights into how the New Zealand Office of the Auditor-General (NZOAG) legitimised the selection of topics for performance audit in the New Zealand public health sector over a 10-year period, 2003-2013, by fulfilling the key actors’ “taken for granted beliefs” of the dual roles of the NZOAG: its independence and accountability. Design/methodology/approach This paper uses evidence gathered from interviews with representatives of the District Health Boards, the Ministry of Health (including Health Advisory Committee members) and NZOAG staff, along with publically available documentary evidence over a 10-year period. The authors draw on Suchman’s (1995) authority on institutional legitimacy to inform the research findings. Findings The New Zealand Auditors-General (NZAGs) get inputs from various sources such as their own audit teams, parliamentary deliberations, the Ministry of Health, the District Health Boards, media and public concerns and complaints. These sources initiate ideas for performance audits. Subsequently, the NZAGs use the recurring themes and risk assessment criteria while simultaneously consulting with the auditees (the MOH and the DHBs) and other actors, such as health advisory groups, to select topics for such audits. This signals to the key actors, such as the MOH and the DHBs, that the NZOAG is addressing the topics and concerns relevant to the former while discharging its public accountability role. Furthermore, the consultative approach acts as a catalyst, ensuring that the actors involved with public sector health service delivery, specifically the auditees, accept the selected topic. This leads to a lack of resistance to and criticism of the topic; the selection process, therefore, is legitimatised, and credibility is added to the audits. Because of the consultative approach taken by the NZAGs, the actors, including the performance auditors, continue to believe that the Office acts independently from third party influence in selecting their audit topics, elevating the NZAGs’ moral legitimacy with respect to their public accountability role. Research limitations/implications The study’s focus group does not include parliamentary representatives, only representatives from the DHBs, the MOH and the NZOAG; therefore, the conclusions on effective discharge of the NZOAG’s accountability role and Parliamentary acceptance is not conclusive – the NZOAG acts on behalf of the Parliament in discharging its accountability role and the latter is also the formal recipient of the reports. Practical implications The implications for practitioners and policymakers are that the use of a consultative approach to select topics for performance audit in the absence of performance auditing standards ensures auditee readiness and acceptance of such audits. This also promotes mutual benefits and “trust” between the AG and auditees. Such audits can be used to bring about efficacy in health service delivery. Social implications The selected topics for audits will have an impact on citizens’ lifestyles, with improved health services delivery. Originality/value There is a dearth of research on who initiates the ideas for performance auditing and how the Office of the Auditor-General selects topics for such audits. This study adds a new dimension to the existing performance auditing literature. The authors reveal how the NZOAG seeks to legitimise the selection of topics for such audits by consulting with the auditees and other actors associated with public sector health service delivery, while upholding its independent status and making transparent how it discharges its accountability role within the context of performance auditing.
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Ernst, Rose, Linda Nguyen, and Kamilah C. Taylor. "Citizen Control: Race at the Welfare Office." Social Science Quarterly 94, no. 5 (February 22, 2013): 1283–307. http://dx.doi.org/10.1111/ssqu.12013.
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Hougland, Steven, and Ross Wolf. "Accreditation in police agencies." Police Journal: Theory, Practice and Principles 90, no. 1 (October 7, 2016): 40–54. http://dx.doi.org/10.1177/0032258x16671030.
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Accreditation suggests an organisation has met standards of quality through extensive self-study and external review. This study examines the influence of Commission on Accreditation for Law Enforcement Agencies (CALEA) accreditation on citizen complaints. We identified the accredited status of the agencies included in the 2007 LEMAS report as CALEA-accredited or non-accredited resulting in a final sample size for this study of 628 agencies (CALEA accredited = 314, non-accredited = 314). Findings suggest that no difference exists between CALEA-accredited agencies and non-accredited agencies in: (1) the total number of complaints received; (2) the number of sustained citizen complaints.
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Allsop, Judith, and Kathryn Jones. "Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings." Social Policy and Society 7, no. 2 (April 2008): 233–43. http://dx.doi.org/10.1017/s1474746407004186.
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This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.