Public Service Delivery Framework: Case of Canada, China and Estonia

Lopes, Nuno and Ben Dhaou, Soumaya, "Public Service Delivery Framework: Case of Canada, China and Estonia" 11th International Conference on Theory and Practice of Electronic Governance (ICEGOV2018), Galway, 2018/04/04-06.

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UNU-EGOV Conference Publications

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  • Sub-type Conference paper
    Author Lopes, Nuno
    Ben Dhaou, Soumaya
    Title Public Service Delivery Framework: Case of Canada, China and Estonia
    Event Series International Conference on Theory and Practice of Electronic Governance (ICEGOV)
    Publication Date 2018-07
    Place of Publication New York
    Publisher ACM Press
    Pages 101-110
    Title of Event 11th International Conference on Theory and Practice of Electronic Governance (ICEGOV2018)
    Date of Event 2018/04/04-06
    Place of Event Galway
    Language eng
    Abstract This paper analyzes the public service delivery transformation on three countries, Canada, China and Estonia, using a systemic conceptual framework designed for helping decision-makers and governments design and provide the public services delivery in different contexts. The framework has been built based on thorough literature review and grounded on the systems theory. The cases were selected among the countries where the authors’ research unit is involved. They have been described using an instrument specifically created for collecting information about each element of the framework. The proposed framework is composed by the most influential factors/aspects of public service delivery. It has been used for analyzing and comparing the three countries public service delivery. Based on that, some findings and translation to policy recommendations have been done. The paper ends up with a set of policy recommendations on how public services can be improved in different country contexts.
    Keyword Context-specific public service delivery
    Framework
    Use cases
    Copyright Holder ACM Press
    Copyright Year 2018
    Copyright type All rights reserved
    ISBN 9781450354219
    DOI 10.1145/3209415.3209489
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    Created: Wed, 08 Aug 2018, 18:50:32 JST by Mario Peixoto on behalf of UNU EGOV