Search results for "Front office"

showing 4 items of 4 documents

Improving performance and fostering accountability in the public sector through system dynamics modelling: From an ‘external’ to an ‘internal’ perspe…

2010

This paper aims to outline the benefits justifying a tailored approach to System Dynamics (SD) modelling in the public sector, to improve performance and foster decision makers' accountability. The need of combining an ‘internal’ with an ‘external’ perspective (in respect to decision makers) in developing SD models is claimed. Different levels of intervention (i.e. macro, micro and meso) are discussed. Two case studies are analysed. The first one demonstrates how a dynamic resource-based view (DRBV) can support an analysis of the impact of back and front office units on a public sector organization's performance drivers. The second case shows how SD modelling based on a DRBV can also be app…

Information Systems and ManagementProcess managementperformance accountability system dynamics public sectorManagement sciencebusiness.industryPerformancePublic sectorStrategy and ManagementPerspective (graphical)Public sectorGeneral Social SciencesSystem dynamicSystem dynamicsFront officePoliticsIntervention (law)AccountabilityEconomicsAccountabilityMacrobusinessSystems Research and Behavioral Science
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Integration of IT Applications in Local Government Computer Systems

2015

Integration of IT applications in companies has always been a hot topic in recent years, leading to the creation of a new working style in the software: Enterprise Application Integration. To present the essence and very detailed image of this, is a main purpose of the paper. After a literature review, authors have described a chosen system, which is being used by the local government entities. The first part of the article traces the evolution of embedded computing applications management companies and the problems that were inevitable faced during the integration efforts. Then, in the article, the infrastructure of EAI is presented, with the detailed description of its: Front, Back, Middl…

Knowledge managementComputer sciencebusiness.industryGeneral MedicineDocument management systemcomputer.software_genreMiddle officeFront officeEngineering managementSoftwareLocal governmentInformation systemEnterprise application integrationbusinesscomputerBack officeApplied Mechanics and Materials
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Modeling Ordinal Item Responses via Binary GLMMs and Alternative Link Functions: An Application to Measurement of a Perceived Service Quality

2010

Evaluation of a service on the basis of consumer opinion is a widespread practice in many fields. The assessment of perceived quality [7] of a service is generally carried out through administration of a questionnaire, composed of several items with responses posed on an ordinal scale, whereby each item represents an important feature of the evaluated service [3, 7]. In this context, the aim is to evaluate something similar to the external effectiveness, that is the part of efficacy related to the satisfaction expressed by the service users for the provided service. A particular and important example of service users is represented by students’ responses measuring the perceived quality of s…

Service (business)Service qualityParametric link GLMM Rasch models ordinal dataComputer sciencemedia_common.quotation_subjectApplied psychologyContext (language use)Service providerCertificateType of serviceFront officePerceptionOperations managementSettore SECS-S/05 - Statistica SocialeSettore SECS-S/01 - Statisticamedia_common
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Scritti in onore di Pellegrino Capaldo

2014

La qualità dei servizi è stata riconosciuta come un rilevante aspetto caratterizzante la performance dell’azienda pubblica, analogamente alla capacità di operare secondo criteri di efficienza e nel rispetto dei vincoli di bilancio. Sebbene sia possibile riscontrare alcuni significativi casi di adozione di politiche di customer satisfaction nelle amministrazioni pubbliche italiane, a tutt’oggi il tema presenta significative criticità, specialmente in ordine agli aspetti metodologici e agli strumenti operativi che consentano di integrare dette politiche nel sistema di programmazione e controllo delle aziende che erogano tali servizi. Il presente lavoro adotta una diversa prospettiva di analis…

Settore SECS-P/07 - Economia AziendaleQuality in delivering public services has been recognised as a major issue challenging performance in the public sector as well as the ability to operate effectively and within budget constraints. Empirical findings shown by the literature demonstrate that concrete efforts have been produced towards the evaluation and improvement of satisfaction levels of citizens and other Public Administration’s ‘customers’. However still today this issue portrays many unresolved criticalities particularly concerning the methodological approaches and operative tools to adopt in order to integrate ‘customer satisfaction’ programs with the wider organisational control system in each public administration. This paper adopts a non-conventional view of the ‘customer satisfaction’ concept. This is currently meant as a matter of social reporting or even statistical analysis based on the users’ perceptions on the level of provided services by a given (front office) unit in the public sector. Here an inter-institutional perspective is adopted with a view to map the overall value chain leading to the final product delivered to citizens or the community. Inside this chain tracking the underlying administrative products delivered by back-office units to their ‘internal clients’ in the public administration is recommended as a fundamental step to understand how to improve performance in satisfying citizens’ needs. This should also require a proper link between the administrative units’ goals and performance measures to the desired efficiency and effectiveness of processes leading to the attainment of administrative products providing the basis of the final services delivered to the private sector. Based on first empirical findings from field analysis in the Italian context the paper aims to outline an approach which could assist both politicians and managers to better assess and improve performance according to a customer satisfaction perspective.
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