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Knowledge about how marginalised citizens use urban spaces is hard to access and apply in urban planning and policy. Based on current debates around “smart cities” and “smart governance,” the City of Odense, in Denmark, has tested the integration of “smart engagement” by means of GPS-tracking techniques into the municipality’s cross-sectoral strategy for an “inclusive city.” In a period of austerity, cities have the incentive to optimise public services. Hence, GPS-tracking data was produced by 64 marginalised citizens, resulting in a data inventory covering three weeks of spatial behaviour. First, this article shows how these GPS-tracking data were processed into maps without revealing person-sensitive spatial patterns. Secondly, the article explores whether such maps and the GPS-tracking techniques that underpin them are considered valid, relevant, and applicable to urban planning from the perspectives of marginalised citizens, their representatives, and municipal planners and professionals respectively. The GPS project showed shortcomings as regards the quality of the data inventory and the representativity of the mapped behaviour, which made them inapplicable for optimising dedicated public service. However, the article also finds that the GPS-based maps succeeded in being non-person sensitive and in providing a valuable platform for citizen-centric dialogues with marginalised citizens with the potential for raising awareness and increasing knowledge about this citizen group’s living conditions and urban lives. An important derived effect of the project is that it has ensured ongoing cross-sectoral collaboration among a range of professional stakeholders, imperative for ensuring creating greater equity in urban planning.

South African municipal service delivery has been an area of highly debated concern, with many citizens lacking access to basic service delivery, such as water and electricity. Fast forward to the Covid-19 Pandemic, bombarding itself into every state, home and workplace and concerns over municipal service delivery has amplified. Much like Covid-19, the fourth industrial revolution too erupted into every facet of public and private life but more optimistically, so as it promises to fast track economic development, ease mundane daily tasks and improve services and systems. This article explores municipal service delivery in South Africa and its intersection with emerging technologies, further providing prospects for future application. The article relies on a qualitative approach, reviewing primary and secondary literature, such as statistics, reports and journal articles to explore how advanced and emerging technologies have been applied at a local level to improve municipal service delivery, further attempting to understand future prospects. From the findings of the study, it is evident, that protest action against municipal service delivery has escalated in the last few years, signifying possible worsening service delivery and little adaptation of new methods and technologies. However, there have been some attempts to improve service delivery, utilising emerging technologies, but much more can be done as illustrated in other states, at a local and national level

Between 2000 and 2015, the services sector grew by 23% in OECD countries, with around two-thirds of the working population employed in this sector. In the European Union, 72.1% of the labor force worked in the services sector in 2018. With a growing global population, the demand for services is also increasing, making increasing service productivity an important research goal. Public and private service companies are subject to different incentive structures that influence their approach to productivity. Public service enterprises, especially in the social, health, and education sectors, play a critical role in society. Improving public service productivity is therefore essential. Two research questions are addressed: What factors have the greatest impact on the performance of service workers? How can performance improvement be expressed by managing the influencing factors of frontline employees? By focusing on frontline employees, this dissertation recognizes their essential role in increasing service productivity. The goal of the thesis is to gain insight into the factors that influence their productivity in public service. The dissertation reviews service productivity models in detail. Differences and connections between the various models and schools of models are discussed. Grönroos and Ojasalo's model of service productivity is selected as the theoretical framework for the empirical study to examine the factors influencing frontline employees. The systematic selection of influencing factors as well as the evaluation of previous research on these factors, reveals research gaps, which are translated into hypotheses. The majority of the data for the empirical part comes from public service companies. The designed questionnaire serves as a starting point for the development of a scale for empirical validation for one part, a component of the Grönroos-Ojasalo model. The research results offer a basis for action for practitioners who want to achieve productivity improvements., Zwischen 2000 und 2015 ist der Dienstleistungssektor in den OECD-Ländern um 23 % gewachsen, wobei rund zwei Drittel der erwerbstätigen Bevölkerung in diesem Sektor beschäftigt sind. In der Europäischen Union arbeiteten 2018 72,1 % der Erwerbsbevölkerung im Dienstleistungssektor. Mit einer wachsenden Weltbevölkerung steigt auch der Bedarf an Dienstleistungen, so dass die Steigerung der Dienstleistungsproduktivität ein essentiell wichtiges Forschungsziel ist. Öffentliche und private Dienstleistungsunternehmen unterliegen unterschiedlichen Anreizstrukturen. Entsprechend unterschiedlich ist der Umgang mit dem Thema Produktivität im Vergleich zu privat-wirtschaftlichen Unternehmen. Öffentliche Dienstleistungsunternehmen, insbesondere im Sozial-, Gesundheits- und Bildungsbereich, sind entscheidende Bausteine unserer Gesellschaften. Produktivitätsverbesserungen in diesen Unternehmen sind daher wesentlich. Die Dissertation zentriert zwei Forschungsfragen: „Welche Faktoren wirken sich am stärksten auf die Leistung der Beschäftigten im Dienstleistungsbereich aus?“ und „Wie kann die Leistungsverbesserung durch das bewusste Management der Einflussfaktoren von Kundenkontaktmitarbeitenden („frontline employees“) ausgedrückt werden?“ Durch Fokussetzung auf die Kundenkontaktmitarbeitenden wird deren wesentliche Rolle bei der Steigerung der Dienstleistungsproduktivität anerkannt. Ziel der Dissertation ist, einen Einblick in diejenigen Faktoren zu gewinnen, die die Produktivität von Kundenkontaktmitarbeitenden beeinflussen. Startpunkt ist eine Überblicksarbeit zu Modellen der Dienstleistungsproduktivität. Unterschiede und Verbindungen zwischen den verschiedenen Modellen und Modellschulen werden erörtert. Das Modell der Dienstleistungsproduktivität von Grönroos und Ojasalo wird als theoretisches Gerüst für die empirische Studie zur Untersuchung der Einflussfaktoren von Kundenkontaktmitarbeitenden ausgewählt. Die systematische Aufarbeitung und Auswertung bisheriger Forschungsarbeiten über diese Faktoren offenbart Forschungslücken, die in Hypothesen übersetzt werden. Die im empirischen Teil verwendeten Daten wurden mehrheitlich in öffentlichen Dienstleistungsunternehmen erhoben. Der entworfene Fragebogen dient als Ausgangspunkt für die Entwicklung einer Skala zur partiellen empirischen Validierung einer Komponente des Grönroos-Ojasalo-Modells. Die Forschungsergebnisse offerieren eine Handlungsgrundlage für Praktiker, die Produktivitätssteigerungen erzielen wollen.

Wohlfahrtsstaaten sehen sich vor dem Hintergrund multipler Krisen mit neuen Herausforderungen bei der Bekämpfung von Armut konfrontiert. Der Beitrag zeigt, dass geringe Einkommen, hohe Lebenshaltungskosten und schwierige Wohnsituationen zunehmend mit Armut zusammenhängen - und in der Armutsberichterstattung nicht nur abgebildet, sondern auch zeitnah erhoben und zur Verfügung gestellt werden müssen. Insgesamt kommen wir zu dem Schluss, dass zur effektiven Bekämpfung von Armut nicht nur die Reduktion von Einkommensarmut entscheidend ist, sondern auch die Sicherstellung eines ausreichenden Lohnwachstums und die Bereitstellung von öffentlichen Gütern und Dienstleistungen zur Sicherung eines guten Lebensstandards. In der Armutsberichterstattung werden neben Informationen zur Einkommensarmut zunehmend Informationen zu Lebenshaltungskosten sowie zu Wohnbedingungen relevant. Traditionelle Instrumente und diskretionäre Maßnahmen prägen das institutionelle Gefüge des österreichischen Wohlfahrtsstaates: Lücken gibt es aber nach wie vor. Maßnahmen zur Prävention von Delogierungen werden aktuell noch angeboten - und müssen angesichts der hohen Inflation noch länger zugänglich gemacht werden. Against the background of multiple crises, welfare states face increasing challenges in maintaining living standards and combatting poverty. This contribution reviews the evidence with respect to poverty (risk) and homelessness in Austria, while assessing welfare state change in the past decade. It supplements traditional income-based measures with a discussion of material indicators of poverty, and discusses the important role of living costs and housing for the analysis of poverty in particular. Overall, the analysis highlights the need for policy-makers not only to rely on employment as a poverty reduction strategy, but also to ensure wage growth and the provision of basic goods and services to keep the cost of living moderate. In addition to well-known correlates of poverty, such as unemployment, high living costs and difficult housing conditions become increasingly important in shaping poverty. A combination of traditional social policy instruments and discretionary policies, some of which more lasting than others, dominated the Austrian welfare state recently. Measures to prevent evictions for households struggling with the cost of living are still in place, and ought to be maintained given the current high inflation rates.

Digital transformation has the potential to profoundly change the way public administrations deliver public services to its users. One of the challenges involved in the inter-organizational networks that often govern integrated digital services is to identify what coordination instruments are effective. In this paper we examine this issue through a case study that deals with the transformation of invoicing services in Belgian public administrations at the federal and Flemish (regional) level. We review the coordination instruments and study how they evolved over time. Our findings suggest that transformation (1) might in part depend on the choice of instruments and multiple mechanisms. The mix of appropriate coordination instruments is likely to change as digital transformation objectives and governance challenges evolve over time. (2) Digital transformation might be a step-by-step process involving multiple rounds of digitalization and its specific implementation contingent on the service itself. Die digitale Transformation hat das Potenzial, die Erbringung von Verwaltungsleistungen tiefgreifend zu verändern. Eine der Herausforderungen in organisationsübergreifenden Netzwerken, die integrierte digitale Dienstleistungen steuern, ist die Identifizierung effektiver Koordinationsinstrumente. In diesem Beitrag untersuchen wir diese Frage anhand einer Fallstudie zur Transformation der Rechnungsstellung in der belgischen öffentlichen Verwaltung. Wir untersuchen die Koordinationsinstrumente und ihre Entwicklung. Die Untersuchungsergebnisse deuten zum einen darauf hin, dass Transformation zum Teil von der Wahl der Koordinationsinstrumente und verschiedener Koordinationsmechanismen abhängt. Je nachdem, welche Ziele und Governance-Herausforderungen mit der digitalen Transformation in einem konkreten Fall verbunden sind und wie sie sich über Zeit entwickeln, ist ein unterschiedlicher Mix an Koordinationsinstrumenten geeignet. Zum anderen zeigen die Ergebnisse, dass die digitale Transformation der Verwaltung ein schrittweiser Prozess ist, dessen konkrete Umsetzung von der jeweiligen Dienstleistung abhängt.

In South Africa, Municipal Service Partnerships (MSPs) have been in existence afore the global breakout of COVID-19 Pandemic as an essential mechanism to expand and accelerate municipal service delivery in the local government sphere. However, once the National Lockdown (NL) was put in place by the state president Cyril Ramaphosa on the 26 of March 2020, many South African municipalities were and still are pushed to look for assistance from their partners in the private sector in order to help with addressing the challenges, imposed by the pandemic, especially, service delivery backlogs. Municipalities are entering into service contracts with the private sector for the provision of basic services that are deemed essential in terms of the National Lockdown Regulations (NLRs). In curbing the spread of the virus in the communities, municipalities extended their effort by commonly cooperating with private partners. For instance, most municipalities went to an extend of collaborating with private partners and other government agencies like Rand Water for the provision of water and water tanks at different schools and communities across the provinces and Personal Protective Equipment (PPE), namely masks and hand sanitisers. Methodologically, this is a conceptual paper that is embedded from secondary data. The secondary data was analysed through the Critical Discourse Analysis (CDA) approach. The article argues that South African municipalities and their MSPs are faced with huge challenges more than ever. It also argues that private partners have been long-standing with a commitment to serve communities on behalf of the government and that now includes partnering with the government in the fight against the COVID-19 pandemic. The call by President Ramaphosa has been noted for increased partnerships, solidarity, collaboration and the sharing of knowledge and experience to fight the pandemic, poverty, service delivery backlogs and social injustice. The paper concludes by offering feasible solutions to curb the challenges, faced by MSPs and service delivery backlogs.

In the context of demographic change and the associated shrinking and aging of the population, the safeguarding of public services in rural areas faces great challenges. Rural border areas find themselves in a unique situation due to their location, and must overcome additional challenges if they want to cooperate with their neighbours in the provision of public services. This paper examines cross-border cooperation in public service provision in rural areas of the Greater Region. The area examined here comprises the German territorial authorities on the German-French border within the Greater Region. An analysis of the responsibilities for and understanding of public services in Germany and France, a concise inventory of education and healthcare services, a written survey of German territorial authorities in the German-French border area, and case studies of projects (e.g. INTERREG A projects) are used to demonstrate the successes, problems and opportunities of cross-border approaches.

Irregularly staying migrants are more likely to face material deprivation, instability and are more vulnerable to exploitation and crime than legal residents (FRA, 2011). Ultimately, they may face deportation to their country of origin. The fear of detection and deportation can lead to underutilisation of public services (Vintila and Lafleur, 2020). The recent introduction of the Regularisation of Long-Term Undocumented Migrants Scheme (discussed below) is a major policy development that should improve the situation of many people living in Ireland. However, it is likely that irregular migration will persist, and related policy challenges will remain. This report aims to provide an overview of the situation of irregularly staying migrants in Ireland, including access to public services, and to outline major public debates and policy measures introduced to address related issues.

Purpose: The objective of any change in public administrations is to improve their management system to provide a better service to the citizen user. This is how policy makers defend their political agendas. However, the effectiveness of the digital transformation of public services is not limited to the promulgation of laws but to their impact on the satisfaction of users of public administration and its perception by the public agent and the citizen. The objective of this article is to analyze the impact of digital transformation on the satisfaction of users of public administration, and more particularly of tax administration. Design / Method / Approach: This is an empirical study with a quantitative approach using a questionnaire administered to 107 taxpayers. We analyzed data through the structural equation method with SmartPls software to study the relationship between five sub-variables of digital transformation and user satisfaction. Originality / Value: The results show a significantly positive relationship between three sub-variables of digital transformation and user satisfaction: perceived ease of use, perceived usefulness, and website design. Research Limitations / Future Research: In addition, public administrations need to stay abreast of current trends in service digitalization. The success of the digitization of the administration is conditioned by the commitment and involvement of all stakeholders. This is with the view to providing quality services in real-time, thus meeting users' expectations. Paper type: Empirical

Die Raumordnungspolitik der Bayerischen Staatsregierung begegnet den ungleichen Lebensverhältnissen im Freistaat gegenwärtig schwerpunktmäßig anhand von Förderprojekten für strukturschwache Regionen. Dem liegt der Gedanke zugrunde, dass Kommunen durch die Schaffung wirtschaftlichen Wachstums höhere Steuereinnahmen erzielen und so öffentliche Leistungen im Rahmen der Daseinsvorsorge besser finanzieren können. Unter Rückgriff auf den noch recht jungen Ansatz der sogenannten Fundamentalökonomie (Foundational Economy, auch als "Ökonomie des Alltagslebens" übersetzt) möchte der vorliegende Beitrag einen alternativen Blick auf den Zusammenhang von regionaler Wirtschaftskraft und öffentlichen Leistungen eröffnen. Insbesondere wird aufgezeigt, dass die ökonomischen Voraussetzungen des Alltagslebens, also die Basisleistungen unserer Gesellschaft, wie sie im Ansatz der Fundamentalökonomie zusammengefasst werden, nicht nur mit einer Versorgungsfunktion verbunden sind, sondern darüber hinaus auch erhebliche weitere Wirkungen entfalten, allen voran auf dem Arbeitsmarkt. Vor dem Hintergrund dieser Betrachtung wird dafür plädiert, auch raumordnungspolitische Instrumente wie insbesondere den kommunalen Finanzausgleich verstärkt zur Sicherung der Fundamentalökonomie einzusetzen. The regional planning policy of the Bavarian state government addresses unequal living conditions in the federal state typically by dint of supporting projects for structurally weak regions. This approach is based on the idea that by creating economic growth, municipalities can generate higher tax revenues and consequently can better finance public services of general interest. On basis of the so-called foundational economy approach, the paper in-hand suggests an alternative perspective on the connection between regional economic prosperity and public services. In specific, it is demonstrated that the basic services of the foundational economy do not only provide necessary and welcome achievements of general interest, but induce further impacts in the local economy, above all on the labour market. Accordingly, the article argues in favour of using the instruments of spatial planning - most notably the municipal financial equalisation scheme - for a greater backing of the foundational economy.

Die Sicherstellung der Versorgung in Bezug auf das menschliche Dasein umfasst neben Aufgabenbereichen wie Energie, Wasser oder medizinischer Versorgung zunehmend auch digitale Infrastrukturen und Angebote. Ländliche Räume stehen dabei infolge geringerer Siedlungsdichte und des demografischen Wandels vor besonderen Herausforderungen. Zunehmend werden zur Adressierung dieser Herausforderungen digital unterstützte Lösungen entwickelt. Dieser Beitrag präsentiert sechs Beispiele aus den Handlungsfeldern soziale und kulturelle Angebote, Gesundheit und Pflegeversorgung sowie Mobilität und Logistik, die dem Ansatz der bedarfsorientierten Softwareentwicklung mit intensiven Beteiligungsaspekten folgen. Aus diesen Fallbeispielen werden Erkenntnisse für die Praxis der digitalen Daseinsvorsorge in ländlichen Räumen abgeleitet und Handlungsempfehlungen formuliert. Ein zentrales Ergebnis lautet, dass Digitalisierungsansätze in der Daseinsvorsorge in ländlichen Räumen vor allem bedarfs- bzw. projektspezifisch und lokal gedacht werden müssen. Dies betrifft die Berücksichtigung der konkreten Ausgangsbedingungen ebenso wie die eingeschlagenen Lösungswege und Implementierungsmaßnahmen, die entwickelten Technologien, die Raumbezüge sowie die technischen und rechtlichen Aspekte der entstandenen Lösungen.

Public-private partnerships (PPP) as suppliers for public services have been increasingly used as an instrument for improving public policy, mostly when it comes to reducing costs and improving public transport. The purpose of this paper is to carry out a comparative analysis between two metropolitan areas in Mexico and to identify the main causes that explain the performance and difficulties of a hybrid supplying model. The transport sector was chosen not only for its great importance in urban areas but also due to its representativeness to highlight the specificities of PPPs. The Mexican experience has shown that infrastructure projects tend to underestimate their costs and to overestimate their demand, even with supposed formal validation processes. In this sense, even though PPPs have been generally promoted by international organizations, there is a prevailing need to explore the implications and challenges that emerge from this kind of governance tools. Process tracing was conducted as a methodological technique within a comparative approach using qualitative information.

With a population of more than 120 million people, most Mexican cities suffer from socioeconomic inequalities and these are worsened by spatial inequalities resulting from their urban form and structure. A number of studies have been published looking at limited public services and how this may affect those on lower incomes in Mexico. However, very few studies have used spatial accessibility as a means of explaining urban inequalities and informing city planning. Spatial accessibility is defined as the measurable geographical access from residential locations to destinations for services and public goods. This paper investigates the potential of a spatial accessibility index to provide evidence for making location/planning decisions that benefit the largest number of residents. To achieve this aim, we combine three geographical secondary data sets with geospatial analysis. First, two important urban public services, i.e. health and education, are located, and catchment areas are then generated according to their respective sizes. For the second set, the integration values of each city at metropolitan and district scales are calculated using Space Syntax to observe how its configuration may influence the distribution of activities and the way the inhabitants live and move. The third set is demographic data from the 2010 national census of Population and Housing, analysed at the residential block level. This paper focuses on the results of combining two accessibility indices (cumulative opportunities and Space Syntax’s integration value) that examine the degree to which the lack of a basic public service could be associated with the spatial segregation of an area to provide evidence (comprehensible by decision-makers) for making location and planning decisions that benefit the largest number of residents.

Besides the traditional forms of liberalization of public services and authority, public administration reforms also involve the privatization of (state) administrative tasks. In some countries, including Slovenia, private holders perform public tasks in such a way based on 'public authority'. The main reason for granting public authority is increased efficiency of administrative tasks, which private entities achieve through the liberalization of political influence and rationalization of work. However, due protection of public interest has to be maintained by strategic control of the public authority. The article addresses by theoretical analysis aspects of administrative tasks' privatization based and analyzed on the example of multiple OECD and the EU countries, especially Slovenia, in the context of good governance concept in order to offer guidelines for similar reforms in other countries.

Die Sicherung der Daseinsvorsorge in ländlichen Räumen steht vor dem Hintergrund des demografischen Wandels und der damit verbundenen Schrumpfung und Alterung der Bevölkerung vor großen Herausforderungen. Ländliche Grenzräume stellen hierbei aufgrund ihrer räumlichen Lage eine besondere Situation dar und haben zusätzliche Herausforderungen zu meistern, wenn sie mit ihren Nachbarn im Bereich der Daseinsvorsorge kooperieren möchten. Der Artikel untersucht die grenzüberschreitende Zusammenarbeit im Bereich der Daseinsvorsorge in ländlichen Teilräumen der Großregion. Als Untersuchungsgebiet dienen die deutschen Gebietskörperschaften an der deutsch-französischen Grenze innerhalb der Großregion. Anhand der Auseinandersetzung mit den Zuständigkeiten und Verständnissen der Daseinsvorsorge in Deutschland und Frankreich, einer knappen Bestandsaufnahme der Daseinsvorsorgebereiche Bildung und Gesundheit, einer schriftlichen Befragung der deutschen Gebietskörperschaften im deutsch-französischen Grenzraum sowie anhand von Projektbeispielen (bspw. INTERREG A - Projekten), sollen Erfolge, Hemmnisse und Chancen grenzüberschreitender Ansätze aufgezeigt werden. In the context of demographic change and the associated shrinking and aging of the population, the safeguarding of services of general interest in rural areas faces great challenges. Rural border areas find themselves in a special situation due to their spatial position, and must overcome additional challenges if they want to cooperate with their neighbours in the provision of services of general interest. The paper investigates cross-border cooperation in the field of services of general interest in rural sub-spaces of the Greater Region. Within the Greater Region, the German regional corporations on the German-French border make up the study area. An analysis of the responsibilities for and understandings of services of general interest in Germany and France, a concise inventory of the education and health services, a written survey of German regional corporations in the German-French border area, and case studies of projects (e.g. INTERREG A projects) are used to demonstrate the successes, problems and opportunities of cross-border approaches.

One of the key issues at metropolitan level is the provision of public services and this paper highlights the importance of understanding the governance of public services in the context of increasing urbanization and decentralization. This paper provides a comparative analysis on metropolitan governance in Latin America by analysing specific case studies. The objective is to identify how the governance setting in metropolitan areas shapes the process anthe results of providing public services to wider population. We examine metropolitan governance by employing a 3x3x3 model as a framework for addressing key issues about urban services delivery. Bogota, Lima and Mexico City are the metropolitan areas selected. Secondly, we focus on three sectors: transport, solid waste collection and water. Finally, the analysis focuses in three aspects of governance: coordination, financial sustainability and coverage and quality. The data collection process involved field research in Bogota, Lima and Mexico City.

Extensive changes in the global economy have made it imperative for the governments all over the world to improve the quality of their governance structures. The Government of India has also introduced the New Public Management concepts in public administration with emphasis on „results‟ or „performance‟ to improve the efficiency and effectiveness of public services. This research aims to figure out the key variables that are having strong influence on Performance management system with special reference to BHEL, Bhopal (M.P.). Chi square test is applied in this paper to check the authenticity of data given by the respondents. We are also going to study the PM process, awareness level and satisfaction level of employees of BHEL and how the PM system affects the performance and career development of employees.

Die Frage nach der angemessenen Höhe der Staatsausgaben nimmt eine zentrale Stellung in der öffentlichen Diskussion ein. Die Beantwortung der Frage erfordert ein Grundverständnis darüber zu schaffen, welche Aufgaben der Staat übernehmen sollte als auch welche Wirkungen von staatlicher Tätigkeit ausgehen. Die ökonomischen Vorteile staatlicher Tätigkeit sind den Nachteilen gegenüber zu stellen und empirisch abzuschätzen. Diese Studie geht deshalb der Frage nach der volkswirtschaftlichen Bedeutung des «Service public» nach. Es ist eine Auffrischung und Ergänzung der Studie zum Service public, die von der KOF Konjunkturforschungsstelle an der ETH Zürich im Jahr 2006 erstellt wurde. Die vorliegende Studie wurde im Auftrag der Schweizerischen Arbeitsgemeinschaft für die Berggebiete (SAB) und des Schweizerischen Gemeindeverbands (SGV) erstellt., KOF Studies, 71

State capacity is optimized when public institutions are staffed by individuals with public-service motivation. However, when motivated agents value the collective reputation of their place of employment, steady-state equilibria with both high and low aggregate motivation (reputation) in the mission-oriented sector exist. Reforming a low-motivation institution requires a non-monotonic wage path: since the effect of higher wages on motivation is negative for a highreputation institution, but positive for a low-reputation institution, a transition to a high-reputation steady state requires an initial wage increase to crowd motivated workers in, followed by a wage decrease to crowd non-motivated workers out.

Das Ziel der Steigerung der Dienstleistungsqualität hat in den letzten Jahren in der Verwaltungspraxis stark an Bedeutung gewonnen und zahlreiche Verwaltungseinheiten evaluieren ihre Dienstleistungsqualität regelmäßig im Rahmen von Bürgerbefragungen. In dieser Untersuchung wird die Dienstleistungsqualität zumeist anhand von denen im Common Assessment Framework definierten Kriterien gemessen, während Indikatoren, die aus der Dienstleistungsforschung bekannt sind, eher weniger implementiert werden. Diese Untersuchung nimmt daher eine integrative Forschungsperspektive ein, um Dienstleistungsqualität, Bürgerzufriedenheit, Vertrauen in die Verwaltung sowie eine positive Mundzu- Mund-Kommunikation von Bürgern vertiefend zu analysieren. Auf der Basis einer umfangreichen empirischen Untersuchung von 2.984 Bürgerinnen und Bürgern in der Schweiz wird gezeigt, welche Aspekte aus Bürgersicht eine gute Dienstleistungsqualität ausmachen und wie Verwaltungen dementsprechend das Ziel Dienstleistungsqualität kontinuierlich steigern können. Citizen surveys are an established method in public administration to evaluate the service quality of local government services. However, most of them are primarily based on indicators used in the common assessment framework (CAF), whereas indicators known from service quality research or customer satisfaction barometers are limited. This study integrates findings of public and service management research in order to measure public service quality, citizen satisfaction, trust and word of mouth. A large empirical study has been conducted among 2984 citizens from Switzerland. The results of the partial least square path analysis show that the two most important driver for citizen satisfaction are public service performance and interaction between citizens and employees. Furthermore, the author find a positive impact of citizen satisfaction on word-of-mouth and citizens trust in public administration. Advantages and limitations of using a extended public service quality approach are discussed.

Este trabajo realiza un análisis de incidencia distributiva de los subsidios a los servicios públicos en Argentina. En particular, se trabaja con los subsidios a la energía residencial (gas de red, gas envasado y electricidad), al agua y al transporte público de pasajeros (colectivo, tren y avión). Se utilizan los datos de la Asociación Argentina de Presupuesto y Administración Financiera Pública (ASAP) para el año 2013 y la Encuesta Nacional de Gastos de los Hogares para los años 2012-2013 (ENGHo). Los resultados que se obtienen indican que la mayoría de los subsidios analizados son pro-ricos (es decir, se concentran en términos absolutos en los deciles de ingresos más altos),y progresivos (teniendo en cuenta la proporción de los subsidios sobre su ingreso, los estratos más bajos reciben relativamente más). Si bien es deseable la característica de progresividad asociada a estas políticas, no es deseable que sean pro-ricos. El hecho de que la mayoría de los montos destinados a subsidiar los servicios públicos caigan en manos de los sectores más pudientes de la población sugiere que existen espacios para una mejor focalización de estas políticas. A su vez se plantea un interrogante puntual sobre el subsidio al transporte aéreo el cual no sólo es pro-rico si no que a su vez es regresivo, aspecto que pone en jaque su justificación al menos desde el punto de vista distributivo.

This study examines the role of bureaucracy in building rural development especially Addalaichenai Divisional Secretariat. Rural development is a very important aspect of development progress in a country. Development of the country has to begin from the rural or villages and it depends on the development of its villages. For that every government makes the development policies and gives the authority to the bureaucratic organizations to implement these policies including the grass root level. The main objective of this study to identify the major role of Addalaichenai Divisional Secretariat which is one of the bureaucratic organization to generate the rural development. This study is based on both qualitative and quantitative research methods. Qualitative and quantitative data are gathered by using primary and secondary sources. Primary data is gathered from qualitative interviews, structured questionnaire and limited observation. The secondary data is gathered through published books, research and internet articles. Collected data from different sources as mentioned above is analyzed using qualitative and quantitative methods and it is presented using texts, tables and charts. This research finds out that Addalaichenai Divisional Secretariat obtains the main role in building rural development and identifies the barriers which affect in this progress such as lack of political will and stakeholders support, insufficient resources and capacity, climate change, absence of rural representation and unequal treatment, lack of community involvement and people’s perception, lack of awareness and traditional society.

Die voranschreitende Transformation vom versorgenden zum aktivierenden Sozialstaat und die Einführung von New Public Management veränderten die Anforderungen an das berufliche Handeln von Beschäftigten (semi-)staatlicher Institutionen. Gefordert sind höhere Effizienz und Effektivität öffentlicher Dienstleistungen sowie BürgerInnennähe, also kundenorientierte Interaktionsarbeit statt bürokratischer Verwaltungsarbeit. Unser Beitrag fokussiert auf diese Prozesse im Feld der öffentlichen Arbeitsvermittlung in drei Untersuchungsländern (A/D/CH). Die Maxime "Fördern und Fordern" richtet sich in ähnlicher Weise an die Erwerbslosen aller drei Länder und begründet ein Doppelmandat der ArbeitsvermittlerInnen: Sie sind dazu angehalten, den Arbeitsuchenden beratend und motivierend zur Seite zu stehen sowie deren individuelle Bemühungen im Rahmen der Stellensuche zu kontrollieren. Mit den steigenden Anforderungen an die moralische Unterstützung und Motivation der KlientInnen nimmt die Beratungstätigkeit die Form affektiver Interaktionsarbeit an. Gleichzeitig werden in den Interaktionen symbolische Herrschaftsverhältnisse konstituiert, die auf neue Formen affektiver Gouvernmentalität schließen lassen., The reorientation from welfare to workfare and the introduction of activation policies and New Public Management changed the professional requirements for civil servants and public employees. Public services are supposed to increase their efficiency and effectiveness and public employees should act more responsively towards their clients. Our article focuses on those developments in the field of public employment services in three central European countries (Austria, Germany and Switzerland). The workfare and activation regime addresses job seekers in a similar way in all three countries, and constitutes a dual responsibility for employment agents: to advise and motivate job seekers and to control their effort in finding paid work. In accordance with the rising demand to assist, motivate and morally support job seekers, interactive affective labor becomes the core issue of the counseling process. However, the interactive work process also constitutes power relations that we conceive as "affective governmentality"., AIS-Studien

The share of bus transport of total passenger transport (as a percentage of total inland passenger-kilometres) is slightly above EU average in Finland. Buses account for around 10% of total passenger transport, compared with the EU average of 9% in 2011. The share of rail in total passenger transport, in turn, was 5% in 2011, below the EU average of 7%. Over 590 million passengers used public transport services in Finland in 2011. Buses carried nearly 60% of total number of passengers. However, in passenger-kilometres buses accounted for 41% of the total 11718 million passenger-km, while railways accounted for 34%.

This paper investigates the role of state capacity for political violence. Most previous studies have suffered from inadequacies of country-level data, questionable validity of indicators or theoretical shortcomings. This paper aims at overcoming some of these challenges. We focus on one specific aspect of state capacity: the role of governmental manpower. We argue that its subnational effect on political violence follows a non-linear, inverted-U shape. We investigate this hypothesis in the context of southern Sudan, covering the period from 2006 to 2010. We use unique data on the geographical distribution of public personnel across 75 southern Sudanese counties. The data are matched with geocoded data on violent events as well as various socio-economic indicators. Our fixed-effects estimations indicate that particularly low or high levels of state capacity are associated with low levels of violence. Counties with intermediate numbers of state personnel experience the highest numbers of violent events.