International Journal of Public Sector Management

Benita M. Beamon; Burcu Balcik

2008 International Journal of Public Sector Management

doi: 10.1108/09513550810846087

Purpose – The purpose of this paper is to compare performance measurement in the humanitarian relief chain with performance measurement in the commercial supply chain, develop performance metrics for the humanitarian relief chain, and present a framework that can be used as a basis for a performance measurement system in the relief sector. Design/methodology/approach – The performance measurement analysis is developed through extensions on an existing performance measurement framework. Details regarding relief chain system were obtained through off‐site and on‐site interviews with relief professionals from World Vision International. Findings – The paper finds that this work yielded: a comparison of performance measurement in the humanitarian relief chain with performance measurement in the commercial supply chain, new performance metrics for the humanitarian relief chain, and a performance measurement framework for the relief chain. Research limitations/implications – The paper shows that future work includes performance measurement in community involvement and empowerment, performance measurement in community development, performance measurement in the combined relief and development mission, and understanding the role and impacts of cooperation and coordination in the relief chain. Practical implications – This paper provides a practical procedure for developing effective performance measurement systems for relief logistics processes. Originality/value – The paper presents to humanitarian relief professionals a new approach to performance measurement for relief logistics and to researchers in supply chain performance a comparison and contrast between performance measurement for relief and performance measurement in the commercial chain, new performance metrics for the relief chain, and implications for modern, quick‐response supply chains.

Neal Ryan; Trevor Williams; Michael Charles; Jennifer Waterhouse

2008 International Journal of Public Sector Management

doi: 10.1108/09513550810846096

Purpose – The purpose of this paper is to assist public sector organizations to carry out better change management strategies and thus achieve better change processes and also to provide a critique of top‐down change strategies, especially when employed by public sector agencies. Furthermore, the paper uses the case of one such public sector organization to highlight the need to complement top‐down change strategies with other approaches. Design/methodology/approach – The paper used a three‐year longitudinal case study approach to ascertain the efficacy of top‐down change in a large public sector organization. Data were collected by means of a series of employee focus groups and interviews with key management personnel. This was supplemented by organizational communication outputs. Findings – The paper finds that a top‐down change strategy needs to be coupled with other change strategies for change to become successfully embedded in the organization. Organizational factors and processes can limit the effectiveness of communicating top‐down change and prevent information from filtering through the organization in the expected way. Practical implications – The paper shows that genuine consultation and meaningful two‐way communication must be established for top‐down change strategies to function effectively together with other techniques. Originality/value – The paper complements previous literature on top‐down change and corroborates earlier findings. In addition, it highlights the vital importance of middle managers in communicating organizational change and the need to establish a genuine two‐way communication flow.

Don Scott; Peter Vitartas

2008 International Journal of Public Sector Management

doi: 10.1108/09513550810846104

Purpose – The purpose of this paper is to report on the development and testing of involvement and attachment constructs, which are then used to investigate the effects of involvement and attachment on perceptions of satisfaction with services delivered to residents by a local government body. Design/methodology/approach – Data collected by means of a questionnaire‐based survey of residents' satisfaction with local government services were used to test involvement and attachment constructs for validity and reliability. The relationship between these two constructs and satisfaction was then evaluated. Findings – The findings in this paper indicated that the levels of involvement and attachment felt by residents did have both a direct and a combinatorial effect on perceptions of satisfaction with local government services. The larger attachment influence was positively associated with satisfaction, while involvement showed a weak negative association with satisfaction. A significant interaction effect also existed. Research limitations/implications – The paper shows that, on average, residents with greater levels of attachment were more satisfied with local government service provision but those with more involvement were less satisfied. Practical implications – The paper shows that, when they aim to improve perceptions of satisfaction with their service delivery, local government service providers need to address involvement and attachment effects. Originality/value – The paper has developed valid and reliable constructs that can be used to measure the effect of residents' levels of community involvement and attachment on their satisfaction with local government service provision. It has also identified an unexpected negative association between involvement and satisfaction. The newly developed constructs provide psychometrically sound measures for use in local government research.

Asoka F. Balasooriya; Quamrul Alam; Ken Coghill

2008 International Journal of Public Sector Management

doi: 10.1108/09513550810846113

Purpose – The purpose of this paper is to explore and analyse the extent to which socio‐political obstacles have influenced the successful establishment and performance of an institutional framework to implement the privatization programme in Sri Lanka. Design/methodology/approach – Secondary data have been extensively used in this paper to interpret, analyse and strengthen the arguments. Further, the recent data collected through semi‐structured interviews with stakeholders in the telecommunications sector in Sri Lanka have been used. The analysis has been confined to the Sri Lankan context. Findings – This paper finds that the institutional framework, one of the preconditions necessary for successful implementation of reforms, has not been successful in the implementation due to the unsound socio‐political milieu prevailing in the country. Research limitations/implications – This paper addresses only one aspect, i.e. the importance of a proper institutional framework. It emphasizes the need for further case studies to investigate the importance of other preconditions in developing countries. Practical implications – The paper shows that the current analysis could be of immense value to the policy makers of both Sri Lanka and countries in South Asia. Originality/value – The findings in this paper suggest that careful consideration of the country‐specific socio‐political conditions in developing countries should be taken, and reform measures devised accordingly.

Maria Åkesson; Per Skålén; Bo Edvardsson

2008 International Journal of Public Sector Management

doi: 10.1108/09513550810846122

Purpose – The purpose of this paper is to review selected literature on e‐government service orientation and highlight differences between academic theory and empirical findings. To date, there has been little support for predictions made in the e‐government conceptual literature. Design/methodology/approach – The paper is a conceptual framework for a literature review of e‐government and service orientation is presented. A systematic database search is then undertaken to identify the literature related to e‐government and service orientation. Suitable papers are selected, carefully read, and systematically analysed according to the conceptual framework. A discussion and relevant conclusions are then presented. Findings – The paper finds that a gap appears to exist between conceptual literature and empirical findings. For example, conceptual research claims that e‐government will result in a reduction of staff, yet no empirical findings have proven this. The present study applies institutional theory for understanding the fundamental reasons to this gap. Research limitations/implications – The paper is based on a literature review of 27 articles, three monographs and one edited volume focusing on service orientation and e‐government. It does not attempt to examine the full range of the literature available within the field of e‐government. Originality/value – This review paper uniquely considers the gaps between the theory and practice of e‐government service orientation, and identifies where they exist. Some possible explanations for the gaps are explored which can be of interest to both academics and practitioners working in the field.