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The increasing demand for inclusion in workplaces coupled with the dynamic nature of society has necessitated the need for a diverse workforce in organizations. This is more compelling in public service due to its nature. Therefore, this paper aims to go beyond workforce diversity from point of inclusion to interrogate the correlation between a diverse workforce and public service delivery. The paper utilized search method driven by secondary sources of data which provided a strong basis for ensuing discussions, findings, conclusion and practical suggestions. [ABSTRACT FROM AUTHOR]

Since the New Public Management Movement, privatization has become a popular approach for delivering public services. However, few studies empirically assess the relationship between privatization of public service delivery and citizen participation in coproduction. Taking advantage of a national survey of U.S. local government chief administrators, this study aims to contribute to the literature by exploring the link between these two important mechanisms of public service provision. Our findings indicate that local governments are more likely to involve citizens in coproduction when a larger proportion of service delivery is privatized. Regarding various types of coproduction, privatization in public service delivery is positively associated with the likelihood of citizen involvement in co-planning, co-design, and co-assessment, but not in co-delivery. Finally, compared to for-profit service providers, involving nonprofit organizations in public service delivery is likely to create more opportunities for citizens to be involved in the coproduction of public services. [ABSTRACT FROM AUTHOR]

A little over two years ago, from the 9th to the 18th of July 2021, South Africa experienced one of the worst incidents of civil unrest since the beginning of its democratic dispensation. Although the main catalyst for this unrest was not directly issues of service delivery or public participation, many observers, experts or not could not help but see the connection to issues of poverty, unemployment and overall lack of service delivery. Public participation has long been established as a vital tool in the hands of the government for efficient service delivery & development. The Newcastle Local Municipality (NLM) as an institution in South Africa, is governed by numerous public participation legislation which essentially states it must always consult & involve all its citizens on all issues that affect the community at large. Despite its adherence to these stipulations, this brief study, through a qualitative inquiry making use of an interview schedule, finds that NLM practices a type of participation strategy known as "Degrees of tokenism" where the result is the appeasement and placation of the masses as opposed to true participation that gives the masses real power. The results indicated that the officials entrusted with ensuring the implementation of the public participation mandate faced numerous challenges that rendered their stellar efforts inefficient. Issues such as a lack of understanding of the fundamental importance of good governance and public participation led to a shortage of resources and increased apathy towards municipal affairs. In investigating the nature of the public participation framework in NLM the researcher aimed at providing more insight into the complex issues at play responsible for the largely concerning state of local government in South Africa, thus possibly providing solutions in the process. [ABSTRACT FROM AUTHOR]

The South African public sector is characterised by a lack of public accountability and responsive public officials. This has negatively impacted service delivery across all government sector. Corruption, maladministration, and lack of consequence management is noticeable in all government spheres. Civil Society groups attempt to serve the public's needs but operate outside of government; this provides them a crucial function namely: advocacy, watchdog, service provider, capacity building, and representation role. Having proactive civil society organisations is vital for South Africa, as more citizens depend on the government for provision of fundamental services, due to the rising rate of inequality, poverty, and unemployment in the country. The civil society group in South Africa had played a notable role in the dissolution of the presidency of former presidents Jacob Zuma and Thabo Mbeki, and they can still play a huge role in promoting accountability in the South African public sector. This paper seek to investigate how can civil society organisations advance the agenda of accountability in the public sector to ensure that government resources are not wasted due to lack of accountability and there is repetition prioritized. The paper arrives at the opportune time where the South African public sector is beset with accountability difficulties that have destroyed the reputation of the public sector and disrupted the provision of provision of essential services to the poor and disadvantaged. [ABSTRACT FROM AUTHOR]

This study focuses on exploring equity among regions regarding public service delivery. An analytical framework is established to measure the level of public service delivery considering input (resources) and output (results), and an equity analysis is conducted from temporal and spatial perspectives. The results show that there are disparities in the level of public service delivery among regions in China (mainly due to inequality in resources), and within-region inequality has a greater influence on overall regional inequality than between-region inequality. The proposed analytical framework can help governments make better decisions about public service delivery. [ABSTRACT FROM AUTHOR]

This research focuses on institutional trust based on the general trust discourse using a theoretical framework to delve into institutional trust based on various organisational performance measures and citizen perception indicators. It employs a social survey method to empirically inquire into citizen perceptions and the level of their satisfaction from service delivery and the extent of their trust in locally-based institutions providing public services in an urban setting. The findings indicate that trust is dependent on the performance of service staff, the values they manifest, the process involved in obtaining services, and the sorts of measures used to assess performance. [ABSTRACT FROM AUTHOR]

This study investigates the relational dimensions that shape clinicians' intentionality and motivation for knowledge-sharing. Qualitative data was collected from 40 clinicians in two hospitals, and relational models theory was used to investigate the impact of different relational models (communal-sharing, authority-ranking, equality-matching and market-pricing) on clinicians' intentionality and motivation to engage in knowledge and learning. While communal-sharing and expert-based authority–ranking relationships predominantly encourage intra-professional knowledge-sharing, equality-matching encourages inter-professional knowledge-sharing. This implies that while the idea is to work together to improve public service quality, each actor has their own interests and is motivated to share knowledge for different collective and/or personal reasons/agendas. In the public sector, formal authority-ranking and market-pricing are the main driving forces of coordination of actions and knowledge flow, through the medium of money and trade. Despite this, power games and a lack of support from those in positions of authority and ignorance of potential conflicts of interest, as well as extrinsic motivators, hamper knowledge-sharing, all of which threaten patient safety. Points for practitioners: In pursuit of public service improvement, a focus on fostering an organizational culture that promotes collective behaviour, especially among those in authority, is crucial, given that their lack of support retards knowledge-sharing. For effective knowledge-sharing, both intrinsic and extrinsic motivators are equally important depending on the relational model. [ABSTRACT FROM AUTHOR]

The relevance of New Public Administration (NPA) Paradigm initiated by Frederickson shows its increasing power. Although this paradigm appeared far before the change in global post-pandemic condition, the New Public Administration (NPA) Paradigm is capable of guiding the public administrative measures to respond to challenge of postpandemic social change, especially in the public service administration aspect. Public service before the pandemic, especially at local government level, had found form and quality issues. The public service at local level is attempting to respond to public needs and social changes that are always a big challenge for public administration. The pandemic suddenly worsened and was a blow to the process of public administration adjustment to the changes. The public service that needed modernization was badly hit by the pandemic. Therefore, this article aims to identify challenges to public administration in the context of post-pandemic changes in public service. This research used focus group discussion method with stakeholders and documentation as the secondary data. This article successfully shows the important position of amplification of changes and responsiveness in public administration, especially in public service delivery. [ABSTRACT FROM AUTHOR]

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In recent decades, the Fourth Industrial Revolution (4IR) has added a new dimension to change and has been exponential in its development. It is important to understand its effects in various environments, particularly the opportunities and challenges it brings to public sector functioning, where there needs to be a greater drive towards innovative service delivery. This article explores 4IR within the context of public sector service delivery, focusing on South Africa as a developmental nation. It examines technological advancements of 4IR in line with some of the aims of local government, particularly in its mandate to be more responsive and effective in its service delivery. It also establishes how 4IR platforms are being adopted for effective citizen engagement, which is an essential goal of service delivery within the sphere of local government. It examines some of the gaps that need to be addressed around the essential practicalities required to integrate 4IR effectively and explores the readiness of the general public sector environment to respond to the demands of 4IR. Key factors regarding what is needed to create a more enabling environment for local government service delivery and its prevalent developmental constraints are also discussed.

Background: Pakistan is the fifth most populous country in the world, with a population that is growing at 2.4% annually. Despite considerable political will, including a national commitment that was endorsed by the president to raise the contraceptive prevalence rate (CPR) to 50% by 2025, it has stagnated at around 30–35%. Much of the dialogue on raising CPR is hypothetical and revolves around percentage point change rather than an actual number of women that must be served. Methods: The Demographic and Health Survey 2017–18 (DHS 2017–18) provides information about the channels through which users receive family planning (FP) services and disaggregates this information at the provincial level. Proportions of users from each of these channels were multiplied by the Pakistan Census-2017 populations to arrive at the number of users. These users were compared with the total FP users and the number of women that had used any FP service in the past 12 months. Linear estimations of population were applied to calculate population numbers in 2025. Results: The national target of 50% CPR by 2025 translates to a population of 20.02 million users. Currently, 11.26 million married women of reproductive age (MWRA) use any method, 8.22 million use a modern method and 4.94 million received this service in the past 12 months. Of these, 2.7 million did so from social marketing outlets, 0.76 million from public sector outreach through lady health workers (LHWs), 0.55 million from private sector and 0.88 million from public sector facilities. However, arriving at the CPR target means expanding annual service delivery from 4.94 to 13.7 million users. Since social marketing and LHW outreach may have become saturated, only public and private health facilities are the likely channels for such an expansion. Conclusions: We demonstrate triangulation of the survey data with the census data as a simple policy analysis tool that can help decision-makers estimate the quantum of services they must provide. Such an analysis also allows an understanding of the utilization patterns of each of these channels. In Pakistan's context, underutilization of funds and existing facilities suggests that increased funding or more providers will likely not be helpful. The policy changes that will likely be most effective include adding outreach to support existing public and private sector facilities while ensuring that procurement of commodities is prioritized. [ABSTRACT FROM AUTHOR]

This study attempts to identify critical challenges for blockchain adoption in government, particularly public-service delivery in India, a developing country context. Through an extensive literature review and focus-group discussions with policymakers and blockchain experts, we have identified 12 adoption challenges for Blockchain in public service delivery. We then collected data and analysed using interpretive structural modeling and Cross-Impact Matrix Multiplication Applied to Classification (MICMAC) Analysis to develop a hierarchical framework of the challenges. Our findings indicate that governments must first ensure legislative support for blockchain-based transactions. This research contributes to information systems strategic planning literature and provides a framework for policymakers to craft a strategic approach to facilitate blockchain adoption. [ABSTRACT FROM AUTHOR]

This paper will analyze the concept of Public Service Delivery as a Learning Cities in the Local Government Sector. The research has got great potential for Public Service Delivery as a Learning Cities based on the examples of Well-managed local government awards Thailand continuously awarded. The design adopted in the research used quantitative and qualitative methods to identify the most common factors contributing to Public Service Delivery in Learning Cities' backgrounds. The results showed that overall public service arrangements for local authorities for the fiscal year 2022 were good, accounting for 81.92 % (=4.10, S.D.= 1. 08). The main points are the development of educational management, the development of learner potential, and the promotion of customs. Traditions, arts, culture, local wisdom, and tourism are at a reasonable level, and public services to promote the city of learning are connected to each issue of public service arrangements. The city of learning policy is managed through the development of policy networks through public learning activities that Knowledge Management and Urban Learning Manager However, analysis to find out. Gap Analysis found that the key gaps needed to be developed: demand side policy and Supply Side of policy Actor is Still very inconsistent. This issue is local; it needs to be more developed. [ABSTRACT FROM AUTHOR]

The issue of poor local government capacity has been considered one of the problems impeding the implementation of decentralization, especially in developing countries. This study addresses this issue in the case of Indonesia, a country that has implemented massive decentralization (administrative, fiscal, and political) over the last two decades. The study aims to provide empirical evidence for the impact of local government capacity on public service delivery in the decentralization regime. Local government capacity is measured based on a policy capacity framework at the organizational level that includes three types of capacities: analytical, operational, and political. The regression of the panel data model, estimated with the Hausman–Taylor method, reveals that government capacity in terms of interactions of three types of capacities has a positive impact on public service delivery. This finding indicates the three types of capacities are complementary and effectively improve local government's achievement in delivering public services. While operational capacity (including fiscal capacity) has long been reckoned in designing decentralization, this result gives empirical evidence that other critical capacities should be well considered, political and analytical capacities. It underpins the efforts to internalize local government capacity in designing and implementing decentralization programs. [ABSTRACT FROM AUTHOR]

This study examines whether politicians exhibit gender bias in responsiveness to constituents' requests for public service delivery improvements in Uganda. We leverage an in-person survey experiment conducted with 333 subnational politicians, of which one-third are elected to women's reserved seats. Politicians hear two constituents request improvements in staff absenteeism in their local school and health clinic and must decide how to allocate a fixed (hypothetical) budget between the two improvements. The voices of the citizens are randomly assigned to be (1) male-school, female-health or (2) female-school, male-health. We find no evidence of gender bias toward men versus women, or toward same-gender constituents. This study expands on the mixed results of prior studies examining gender bias in politician responsiveness (typically over email) by adding a critical new case: a low-income context with women's reserved seats. [ABSTRACT FROM AUTHOR]

Public sectors are increasingly adopting emerging technologies to innovate and deliver smart services to enhance citizens’ overall well-being. Although the idea of smartness in public sector service innovations has been explored from the perspective of service providers, limited study has been done from the perspective of end users. Furthermore, the impact of smart service delivery on citizens’ quality of life has been widely studied quantitatively, but qualitative evidence has been sparse. This paper aims to address those research gaps using a mobile-based innovation in the motor vehicle annual registration services (SAMBARA) recently introduced by the West Java Province in Indonesia as a case study. We use a qualitative smartness measurement framework based on efficiency, effectiveness, transparency, and collaboration metrics to assess the smartness of the service. We also evaluate the service’s influence on enhancing citizens’ overall quality of life using the well-being framework, which is based on aspects of usefulness, safety, and convenience experiences. We verified the significance of our findings across various participants’ background using statistical analysis ANOVA. The outcome of the study shows that mobile-based innovation services not only create smartness in public service delivery but also improve citizens’ well-being regardless of their various backgrounds. This research contributes to the public service innovation knowledge base and offers a baseline study for researchers and practitioners to carry out similar study in other emergent nations like Indonesia.

With the Fourth Industrial Revolution (4IR) wave engulfing African governments, the need to do, and use something new has already infiltrated many public sector organizations. While modern technologies are being embraced in the private sector, African governments are emulating new technologies and other Information Communication Technologies (ICTs) to advance their economies while managing the risk that these sophisticated technologies can trigger. Blockchain technology is one of the emerging 4IR technology that is believed to have the capacity to mitigate bureaucratic inefficiencies, although scholars argue implementing such comes at a higher price. To understand how blockchain can help reduce inefficiencies in African bureaucracy, the researchers employed the systematic literature review analysis where documents from various databases such as Scopus, Web of Science, and Google Scholar were systematically sampled depending on how they offer meaningful data concerning blockchain implementation. The analyses of these secondary sources revealed multiple challenges and opportunities associated with blockchain technology in the African government. The challenges include poor project management, weak institutions that do not uphold accountability and transparency in data entry using blockchain, unavailability of blockchain infrastructure, risk-averse attitude, and absence of institutional readiness. By implementing enabling technology policies in government, the study revealed that blockchain could help improve taxation in African bureaucracies and mitigate data altering and errors while maximizing efficiency. Further merits in public healthcare and education can be realized by using blockchain technology. The conclusions drawn from this study have shown that for African bureaucracy to thrive using blockchain technology, there is a need to prepare public sector institutions to embrace blockchain technology. At the same time, investment in soft and technical skills remains fundamental to mitigate inefficiencies in public service provision. Institutional readiness is another deterrent to blockchain technology as public administration regard this technology as demanding since it may require change, and management where institutions and structures are reshuffled to respond to the demands of blockchain technology in the delivery of public goods.

Privately owned public space (POPS) are a new type of public space that was first introduced in New York City in the 1960s. POPS have been thoroughly studied in the Anglo-American world; however, little examination has been conducted in welfare states. This paper examines to what extent this type of space is relevant and needed for German cities where the private sector involvement is limited. Survey findings, document analysis, and in-depth interviews indicate that private stakeholders are important partners in the provision of public spaces, and co-produced public spaces like POPS are already part of the urban reality in Germany. [ABSTRACT FROM AUTHOR]

The purpose of this study was to Local Governments' Education Strategy on the Public Service Delivery for Learning City. This study uses case studies to collect and analyze data, generate inductions, empirical observations, and SWOT analysis. Driving Thailand's Sustainable Development Goals (SDGs) policy showed that the area conditions were in place. Situations, environments, limitations, and highlights affect the targeting of public services. Local government education development strategies are constantly pushing local education policies. Building knowledge by developing 20 local courses in generating income for the community has a policy of " Creative City," including livable city, tourist town, investment city, and city to study. Under the critical base of thinking of executives who believe that education is the most potent weapon. In addition, to driving local education policy, A strong community committee is needed. Public participation plays an essential role in the development of cities. Some operations are conducive to driving the city of learning--continuous development of knowledge plans. There are programs to support learning at all ages that go through education work and professional policy network management. This is an important strategy to develop local education aligned with the Sustainable Education Development Goals. [ABSTRACT FROM AUTHOR]

Improving the provision and equitable accessibility of public services is an important aspect of poverty alleviation and necessary for rural revitalization. Farmers' livelihood adaptive capacity is an important foundation for rural revitalization, and the mechanism by which it is influenced by public service delivery requires clarification. In this study, we construct a theoretical framework of public service delivery–livelihood capital–livelihood adaptive capacitiy of farmers and herders to measure the level and quality of public service delivery, based on the level of satisfaction of 334 farmers and herders we surveyed. The relationship between the three elements was verified using mediated effects analysis, which helped to accurately identify the key shortcomings of public service delivery and improve the delivery of public services to enhance the sustainable livelihood adaptive capacity of farmers and herders. We found that public service delivery has a significant positive impact on the livelihood adaptive capacity of farmers and herders, while livelihood capital plays an important mediating role, enhancing the direct impact of public service delivery. Thus, the government should pay attention to this transfer mechanism and actively cultivate farmers' and herders' livelihood capital to optimize the effects of rural public service delivery. [ABSTRACT FROM AUTHOR]

This study aims to investigate the impact of Artificial Intelligence (AI) adoption on public service delivery efficiency in India. It addresses a significant gap in existing literature by investigating the impact of AI adoption on public service delivery efficiency in India, a context that has not been extensively explored. Through a comparative analysis approach, the study assesses the effectiveness of AI applications in enhancing public service delivery. The quantitative research design employed in the study draws on previous literature on AI integration in governance and focuses on Chief Information Officers (CIOs) as primary respondents. The findings reveal significant improvements in citizen-centric services and municipal processes due to AI adoption. However, the impact on human-centric aspects is found to be moderate. The study also underscores the importance of infrastructure readiness for successful AI implementation. Notably, only 25 % of organizations were found to be possessing advanced technological infrastructure. This research is original in its focus on Chief Information Officers (CIOs) as primary respondents and its comparative analysis approach to assess the effectiveness of AI applications in enhancing public service delivery. This study offers valuable insights for policymakers and practitioners. Emphasizing the need for effective policies and infrastructure development, it highlights the potential of AI to eliminate corruption risks and enhance overall efficiency and transparency in public service delivery mechanisms. [ABSTRACT FROM AUTHOR]

In recent years, Chinese public sectors have adopted various innovative approaches to govern public service delivery. Using the Q methodology, this contribution examines Chinese public employees' preferences for governing public service delivery. It identifies four institutional assemblages: dominant controller, prudent manager, equal coproducer, and coupled supervisor. It concludes that public employees in China generally have a strong preference for the integrated approach and dislike the coproduction approach and the community approach. This conclusion corresponds with general impressions on Chinese governance. This study enriches existing theoretical understandings about the governance of public service delivery and provides insights for practitioners to design appropriate institutions to achieve satisfactory public service delivery. [ABSTRACT FROM AUTHOR]

The larger role that street‐level bureaucracy has played in urban governance has been one of the focuses of public administration for several decades. This commentary presents a case study of whistle gathering (WG), which helps to eliminate the cooperative dilemma at the microlevel. As an innovative mechanism whereby organizational structures and communication systems are streamlined, WG occurs when departments/agencies convene and coordinate to participate in a joint task force in order to more efficiently respond to and solve every day problems at the community level. Underperforming participants are reprimanded and face administrative consequences. Since WG must meet certain prerequisites for successful implementation, policymakers and researchers are encouraged to further analyze the potential disadvantages of this system. [ABSTRACT FROM AUTHOR]

The coronavirus (COVID-19) pandemic has been spreading around the world, causing a major public health crisis that has already claimed hundreds of thousands of lives. Street-level bureaucrats-—health workers, teachers, street cleaners, police officers-, and so forth—are at the forefront in fighting against the pandemic. Of these, public health care workers, due to the nature of their involvement, should know and understand why they are risking their lives to save others during this pandemic. Based on the preliminary data gleaned from interviews with public health care workers in Bangladesh and Egypt, this ongoing research suggests they are risking their lives for reasons such as altruistic behavior, service to profession, adherence to bureaucratic accountability, and a desire to help mankind. The findings contribute to the existing literature about street-level bureaucratic behavior in atypical times such as these of the pandemic. This study is unique in that it comprehends that public health care workers of two culturally and geographically distinct countries are risking their lives for the same public-spirited cause. [ABSTRACT FROM AUTHOR]

Rather than social innovation or the promotion of social and environmental justice, amplified by notions of "global Britain," the British state continues to propagate a series of aging public service delivery initiatives, mostly based on private funding. Although before Brexit there was strong British influence on European Union policies for social investment, this influence also extends globally. At the heart of these initiatives is the British Council's Global Social Enterprise program with its reports, mapping exercises, U.K. study tours, and resources available for social entrepreneurs. The Council supports regular articles in the online Pioneers Post, which extol the benefits of impact investment using private funds. [ABSTRACT FROM AUTHOR]

During such unprecedented time as COVID‐19, despite stretched to its limit, public service delivery remains crucial to societies' well‐being. Street‐level bureaucrats (SLBs), specifically, become the most visible outreach of public policies to citizen. However, as the literature suggests, unintended outcomes of SLBs–citizen interfacing have been discretion, inefficiency and accountability, an issue lies at the heart of the standard public governance. No scholarly attempt has been made in the past to address this shortcoming. This research by proposing a conceptual model using system dynamics captures the complexity, and in so doing posits testable hypotheses that instigate an alternative visualization of public affairs, thereby closing the gap in the SLB scholarship. [ABSTRACT FROM AUTHOR]

The issue of poor local government capacity has been considered one of the problems impeding the implementation of decentralization, especially in developing countries. This study addresses this issue in the case of Indonesia, a country that has implemented massive decentralization (administrative, fiscal, and political) over the last two decades. The study aims to provide empirical evidence for the impact of local government capacity on public service delivery in the decentralization regime. Local government capacity is measured based on a policy capacity framework at the organizational level that includes three types of capacities: analytical, operational, and political. The regression of the panel data model, estimated with the Hausman–Taylor method, reveals that government capacity in terms of interactions of three types of capacities has a positive impact on public service delivery. This finding indicates the three types of capacities are complementary and effectively improve local government’s achievement in delivering public services. While operational capacity (including fiscal capacity) has long been reckoned in designing decentralization, this result gives empirical evidence that other critical capacities should be well considered, political and analytical capacities. It underpins the efforts to internalize local government capacity in designing and implementing decentralization programs.

For many years behavioral insights has been on the top of political agenda. The aim of this article it to examine how the most innovative countries use this public management tool into public administration realm. In pursuit of this, behavioral insights units have been research in six countries. In conclusion author figure out that there is still a huge room for development and looking a new strategy to implement nudging in a larger scale.

Improving the provision and equitable accessibility of public services is an important aspect of poverty alleviation and necessary for rural revitalization. Farmers’ livelihood adaptive capacity is an important foundation for rural revitalization, and the mechanism by which it is influenced by public service delivery requires clarification. In this study, we construct a theoretical framework of public service delivery–livelihood capital–livelihood adaptive capacitiy of farmers and herders to measure the level and quality of public service delivery, based on the level of satisfaction of 334 farmers and herders we surveyed. The relationship between the three elements was verified using mediated effects analysis, which helped to accurately identify the key shortcomings of public service delivery and improve the delivery of public services to enhance the sustainable livelihood adaptive capacity of farmers and herders. We found that public service delivery has a significant positive impact on the livelihood adaptive capacity of farmers and herders, while livelihood capital plays an important mediating role, enhancing the direct impact of public service delivery. Thus, the government should pay attention to this transfer mechanism and actively cultivate farmers’ and herders’ livelihood capital to optimize the effects of rural public service delivery.

This study explores a new method of service delivery in the public sector in Guimaraes, which is the UNESCO Heritage Centre. The primary reason for this effort is the paradigm shift in the public service sector, which has resulted in improved services in terms of quality and performance. The study was to evaluate the level of satisfaction citizens derive from the services provided to them. Innovative project for Solid waste management system was investigated in Guimaraes, Portugal. Data collection was done using a convenience sampling technique. Questionnaires were distributed to collect primary data from citizens of Guimaraes. Quantitative techniques were used to analyze data. The findings of the study indicated that citizens of Guimaraes are more satisfied with the new and innovative method of service delivery as compared to the old conventional method. The study also revealed that there is a significant positive relationship between Public Service Delivery and Citizen Satisfaction. Findings may help improve public service delivery projects success rates.