New development: COVID-19 as an accelerator of digital transformation in public service delivery

ABSTRACT

In an unexpected circumstance, such as the COVID-19 pandemic, public service delivery cannot be suspended, but must be delivered online, relying on the available digital technology. Social media, specifically, have been widely used to reach a broader portion of the population. This article discusses the digital acceleration that governments and organizations are now facing. The focus is on Italian state museums, which have been pushed for years to adopt digital tools to increase participation. This article highlights three main dilemmas in service delivery: user engagement; planning and control; and costs. The three dilemmas show the social and organizational challenges connected to digital transformation, underlining the issues that organizations will have to face in the future and not just in an emergency such as COVID-19.     

New development: Exploring public service markets

The authors explain why public service markets are fundamentally different from regulated utilities markets by looking at the product characteristics, market structure, funding oversight and legal arrangements in such markets. They highlight the issues which will be important as marketized delivery becomes increasingly mainstream in public services provision.     

New development: Determinants of financial performance in public organizations

In the slipstream of NPM, public organizations worldwide have had to increase their financial performance by adopting management practices. Nonetheless, financial performance (FP) might be mostly predicted by contingencies that are not within direct managerial control. Drawing on evidence from 308 Flemish municipalities, this article shows that organizational and environmental contingencies affect FP, but a significant amount of variation in FP is unexplained—indicating that management could well matter.     

The Government Transformation Programme of Malaysia: a successful approach to public service reform

The 2009 Malaysian Government Transformation Programme (GTP) could be useful as a model for reform given its positive impact on improving public services in targeted key result areas. This paper assesses the GTP's approach in the context of the wider debate on whether reforms should be based on best practices or whether they should be diagnostic or problem-solving in approach. The GTP's success was largely the result of blending both approaches. The GTP experience in Malaysia provides a number of insights and lessons for delivering intelligent reforms quickly and effectively.     

Organizational culture and career development in the British civil service

ABSTRACT

Quantitative analysis has rarely been used to assess the organizational culture of the British civil service. This paper matches a framework based on features of prominent theories against British Civil Service People Survey data for 2010–2018 for 71 organizations. The analysis shows a shift over that timescale to a culture giving significantly greater emphasis to personal development, with staff given more responsibility to achieve their organization’s mission come what may.     

Public service motivation and public sector employment preference: Comparing Italian and British students

ABSTRACT

Previous research has suggested that an individual’s public service motivation (PSM) is positively linked to a preference for public sector employment. The authors explore this link using a sample of British and Italian undergraduate students. They found a positive relationship between PSM and public sector job preferences among Italian students but not with the British students. The UK has implemented more NPM-style reforms than Italy and this could be impacting on public sector recruitment. Implications for recruitment and retention the public sector are discussed.     

New development: The conceptual underpinnings of international public sector accounting

The conceptual underpinnings of accounting standards are potentially very important for the future of public sector accounting internationally. The authors explain why and comment on the implications for public sector accounting.     

Do accountabilities change when public organisations transform to service systems: A new conceptual approach

In this conceptual paper, we discuss from the service systems perspective how accountabilities differ from a hierarchic and organisational perspective within the domain of New Public Management, looking to shed new light upon accountability as a research topic. The concept of service systems and their accountabilities are scrutinised and the role of integrated social and health care services is discussed in particular. The main argument in the text is the changing nature of accountabilities as the public organisations are being transformed into service systems. To date, the understanding of accountability has remained structural by nature – such is the case also for productivity measurement – but the shift from organisations towards services systems means that accountability ought to be considered as processual by nature. By processual it is meant that accountability should be considered as flows within systems – that is: flows between agents the content of which we argue includes not only knowledge on the outputs of public services, but also values, empathy and thus multi‐layered understanding of accountability. The paper concludes with practical insights for managerial purposes on the basis for this accountability shift.     

New development: The protective role of conservatism in public sector accounting

This article picks up a discussion in international business accounting about the appropriate definition and use of conservatism (or prudence) and calls for a similar discussion in public sector accounting. If financial reports present an overly optimistic situation, politicians might use them to justify spending public money that is not there, risking the sustainability of services and ‘borrowing’ from future generations.     

New development: Eloquent silence—civil service career development in the EU financial assistance programmes conditionality

ABSTRACT

This article examines how civil servants’ career development was treated in the loan-driven EU reform recommendations for Greece, Portugal, Cyprus, Ireland and Spain in the aftermath of the 2007–2008 global financial crisis. Neither the European Commission (EC), nor the ‘Troika’, made any proposals for reforming the career development of those countries’ civil services. This omission is dysfunctional given the otherwise ambitious reform agenda the EC required from these countries in order to grant them financial support.     

Measuring up: examining the potential for voluntary sector performance measurement to improve public service delivery

This article explores the impact of recent trends towards privatism through a study of neighbourhood governance in Baltimore and Bristol and considers its implications for the big society in the UK. The self-help ideology of the big society has been prevalent in Baltimore for many years and the city's experience highlights profound difficulties in substituting volunteering for government-led revitalization. The article concludes that the Baltimore experience is a warning to British policy-makers, posing a major dilemma.     

The mistreatment of public service workers: identifying key risk and protective factors

This paper investigates the dynamics of worker mistreatment in a new public management (NPM) environment. It explores the combination of organizational and individual risk and protective factors. It reveals that the cumulative effects of organizational and individual factors radically increase the likelihood of mistreatment. Implications of these findings are outlined.     

Public service motivation and performance: The role of organizational identification

Although the association between public service motivation (PSM) and job performance has received increased attention, there is limited knowledge of the mechanisms underlying its effects. Utilizing data from Chinese civil servants and their supervisors, the authors found that PSM results in higher levels of organizational identification and leads to higher levels of job performance because civil servants perceive the organization’s fate and results as their own.

IMPACT

Our study demonstrates that organizational identification is a key mechanism that explains how public service motivation (PSM) leads to higher levels of performance. To improve performance, public agencies should create an environment that helps employees identify with the organization, for example by highlighting the distinct services that the organization provides for the public and by establishing socialization practices for newcomers.     

Local adaption and central confusion: decentralized strategies for public service Lean implementation

There are a number of arguments for implementing public service Lean in a decentralized fashion, characterized by employee participation and local adaptions of the concept. This paper reports on a longitudinal case study of decentralized Lean implementation in a large Norwegian public service provider. The analysis points to unintended consequence of communication and co-ordination difficulties. The authors suggest ways of striking a reasonable balance between centralized and decentralized strategies of Lean implementation.     

New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction

This article presents an overview of the legal issues pertaining to the possible secession of Scotland from the United Kingdom. International law and existing norms are few and far between. However, many issues, such as the right to secession, settlement of debt and membership of international organizations are relatively well established. The likely conclusions are that Scotland would have to apply for membership of international organizations. However, it is far from certain that Scotland would have to pay its share of the UK's national debt.     

Personal service companies and the public sector

Off-payroll workers in the UK, including personal service companies (PSCs), engaged by the public sector have been giving ‘assurance’ of their tax position to departments in the sector since 2012. Departments must be satisfied with the assurance. For PSCs this requires awareness of complex tax legislation (IR35), which is aimed at preventing tax avoidance. Costs may be incurred in attaining the necessary knowledge. This may bring into question costs incurred in protecting tax revenue. No similar obligation exists in the private sector.     

Using Relational and Transactional MCSs to Manage the Delivery of Outsourced Public Services: Evidence from Twelve Cases in the USA

The successful management of the purchaser–provider relationship is essential for the effective delivery of public services, and entails the use of both transactional and relational approaches. We herein analyse the degree and complementarity of transactional and relational management control systems in the management of purchaser–provider relationships for the successful delivery of public services using evidence from 12 US case studies. We demonstrate that transactional and relational management control systems are controlled differently in order to improve contracting efficiency. We also show how a combination of these management control systems offers a framework for structured public accountability and service flexibility.     

How numbers of the future are shaping today: The role of forecasts and calculations in public sector strategic thinking

This article examines the role of numbers in forming a city strategy in the case of Gothenburg, Sweden. The article illustrates how numbers make people act and react and shape the strategy process. The study is situated between the theoretical fields of accounting and strategy processes in cities. By relating them to the concept of ‘governmentality’, numbers are seen as helping render the city governable. Because strategizing is seen as concerning the future, the actors involved in drafting the strategy feel free to challenge historically institutionalized practices. The effect is paradoxical: the future‐looking strategy process becomes a forum for solving current problems.     

New development: Eight and a half propositions to stimulate frugal innovation

This article distills some key ideas and practices which research indicates can stimulate innovation in public services in thrifty ways. Some propositions may be surprising, given the conventional wisdom about innovation. The propositions are intended to provoke policy-makers, public managers and academics, challenging thinking and encouraging new approaches to innovation.     

New development: Flood events continue to raise issues of public sector accountability

Climate change scientists argue that there is a link between climate change and the frequency and severity of extreme weather events. The catastrophic consequences of these natural disasters on human life, agriculture and infrastructure calls into question the role and responsibility of governments in managing such events. Mixed messages are being communicated by governments to the public from one extreme advocating the provision of as much assistance as required to rebuild communities following an extreme weather event, to policies being developed encouraging communities to become more resilient. Seemingly, there is no contradiction in following both approaches, however, it is currently not clear the extent of responsibility and accountability for protecting its citizens versus the onus on the community to defend itself from natural disasters. This paper explores these themes from the perspective of local government in relation to the devastating floods that hit Victoria, Australia in 2010/11.