Online service delivery models : an international comparison in the public sector

Governments around the world are facing the challenge of responding to increased expectations by their customers with regard to public service delivery. Citizens, for example, expect governments to provide better and more efficient electronic services on the Web in an integrated way. Online portals have become the approach of choice in online service delivery to meet these requirements and become more customer-focussed. This study describes and analyses existing variants of online service delivery models based upon an empirical study and provides valuable insights for researchers and practitioners in government. For this study, we have conducted interviews with senior management representatives from five international governments. Based on our findings, we distinguish three different classes of service delivery models. We describe and characterise each of these models in detail and provide an in-depth discussion of the strengths and weaknesses of these approaches

The new frontier: Singaporean and Malaysian public relations practitioners’ perceptions of new media

Recent research into social media use identified mid-2006 to early 2007 as the period when Singaporean public relations agencies first recognised the need to embrace new media (Fitch, 2009a). This research draws on interviews conducted with ten senior Singaporean and Malaysian public relations practitioners in mid-2006 and offers an historical review of their attitudes to new media at that time. The results reveal that experienced public relations practitioners were fearful of the changing communication environment, even as some embraced the opportunities created by new media. These findings are significant in terms of understanding the implications of new media and changing communication patterns for public relations

Regional health governance: a comparative perspective on EU and ASEAN. EU Centre in Singapore Policy Brief No. 4, June 2012

Globalisation has led to new health challenges for the 21st Century. These challenges have transnational implications and involve a large range of actors and stakeholders. National governments no longer hold the sole responsibility for the health of their people. These changes in health trends have led to the rise of Global Health Governance as a theoretical notion for health policy-making. The Southeast Asian region is particularly prone to public health threats and it is for this reason that this brief looks at the potential of the Association of Southeast Asian Nations (ASEAN) as a regional organisation to take a lead in health cooperation. Through a comparative study between the regional mechanisms for health cooperation of the European Union (EU) and ASEAN, we look at how ASEAN could maximise its potential as a global health actor. Regional institutions and a network of civil society organisations are crucial in relaying global initiatives for health, and ensuring their effective implementation at the national level. While the EU benefits from higher degrees of integration and involvement in the sector of health policy making, ASEAN’s role as a regional body for health governance will depend both on greater horizontal and vertical regional integration through enhanced regional mechanisms and a wider matrix of cooperation

Philanthropy on the Road to Nationhood in Singapore Philanthropy in Asia: Working Paper No. 1

This paper attempts to address the gap in knowledge on the contributions by philanthropic players to national development in Singapore. Using grounded research, it explores the evolution of giving by individuals, the community and the private sector in Singapore from the end of World War II in 1945 to today. It looks at how each group gives towards prevailing social needs, unexpected events and crises as well as government calls for community support across fve key phases in Singapore's journey to nationhood. To provide context to the giving, the political and socio-economic situation of each time frame and concurrent government social welfare provisions in each phase are also described

Exploring the democratic potential of online social networking: The scope and limitations of e-participation

Copyright © 2012 by the Association for Information Systems.The availability and promise of social networking technologies with their perceived open philosophy has increasingly inspired citizens around the world to participate in political activity on the Web. Recent examples range from opposing public policies, such as government funding cuts, to organizing revolutionary social movements, such as those in the Middle East and North Africa. Although online spaces create remarkable opportunities for various forms of political action, there are concerns over the power of existing institutions to control and even censor such interaction spaces. The objective of this article is to draw together different insights on the online engagement phenomenon, highlighting both its potential and limitations as a mechanism for fostering democratic debate and influencing policy making. We examine recent examples from Europe, the Middle East and Latin America. Finally, we summarize the implications of our work and outline directions for further research

Achieving Skill Mobility in the ASEAN Economic Community: Challenges, Opportunity, and Policy Implications

Despite clear aspirations by the Association of Southeast Asian Nations (ASEAN) to create an effective and transparent framework to facilitate movements among skilled professionals within the ASEAN by December 2015, progress has been slow and uneven. This report examines the challenges ASEAN member states face in achieving the goal of greater mobility for the highly skilled, including hurdles in recognizing professional qualifications, opening up access to certain jobs, and a limited willingness by professionals to move due to perceived cultural, language, and socioeconomic differences. The cost of these barriers is staggering and could reduce the region’s competitiveness in the global market. This report launches a multiyear effort by the Asian Development Bank and the Migration Policy Institute to better understand the issues and develop strategies to gradually overcome the problems. It offers a range of policy recommendations that have been discussed among experts in a high-level expert meeting, taking into account best practices locally and across the region

Governance in the age of social machines: the web observatory

The World Wide Web has provided unprecedented access to information; as humans and machines increasingly interact with it they provide more and more data. The challenge is how to analyse and interpret this data within the context that it was created, and to present it in a way that both researchers and practitioners can more easily make sense of. The first step is to have access to open and interoperable data sets, which Governments around the world are increasingly subscribing to. But having ‘open’ data is just the beginning and does not necessarily lead to better decision making or policy development. This is because data do not provide the answers – they need to be analysed, interpreted and understood within the context of their creation, and the business imperative of the organisation using them. The major corporate entities, such as Google, Amazon, Microsoft, Apple and Facebook, have the capabilities to do this, but are driven by their own commercial imperatives, and their data are largely siloed and held within ‘walled gardens’ of information. All too often governments and non-profit groups lack these capabilities, and are driven by very different mandates. In addition they have far more complex community relationships, and must abide by regulatory constraints which dictate how they can use the data they hold. As such they struggle to maximise the value of this emerging ‘digital currency’ and are therefore largely beholden to commercial vendors. What has emerged is a public-private data ecosystem that has huge policy implications (including the twin challenges of privacy and security). Many within the public sector lack the skills to address these challenges because they lack the literacy required within the digital context. This project seeks to address some of these problems by bringing together a safe and secure Australian-based data platform (facilitating the sharing of data, analytics and visualisation) with policy analysis and governance expertise in order to create a collaborative working model of a ‘Government Web Observatory’. This neutral space, hosted by an Australian university, can serve as a powerful complement to existing Open Data initiatives in Australia, and enable research and education to combine to support the development of a more digitally literate public service. The project aims to explore where, and in which contexts, people, things, data and the Internet meet and result in evolving observable phenomena which can inform better government policy development and service delivery.&nbsp

International Cooperation on Trade and Labor Issues

The relationship between the labor market and international trade is a broad and complex subject that has been the focus of significant attention in recent years. Discussion and analysis in this area has covered a number of discrete issues, including the effect of shifting trade patterns on employment levels and earnings in domestic markets, the impact of wage levels and labor legislation on the location of production facilities, and the positive and negative aspects of the cross-border movement of workers, among others. The continuing importance of labor issues within the larger trade debate is highlighted by the inclusion of measures relating to labor standards and/or the cross-border movement of workers in recent bilateral and multilateral trade agreements such as the North American Free Trade Agreement (NAFTA), the General Agreement on Trade in Services (GATS), and the U.S.–Oman Free Trade Agreement. This paper aims to provide background for future work on trade-related labor issues by describing how labor issues such as internationally recognized labor standards and the cross-border movement of workers have been addressed by international organizations, as well as in U.S. trade legislation and recent trade agreements

The Mobile Generation: Global Transformations at the Cellular Level

Every year we see a new dimension of the ongoing Digital Revolution, which is enabling an abundance of information to move faster, cheaper, in more intelligible forms, in more directions, and across borders of every kind. The exciting new dimension on which the Aspen Institute focused its 2006 Roundtable on Information Technology was mobility, which is making the Digital Revolution ubiquitous. As of this writing, there are over two billion wireless subscribers worldwide and that number is growing rapidly. People are constantly innovating in the use of mobile technologies to allow them to be more interconnected. Almost a half century ago, Ralph Lee Smith conjured up "The Wired Nation," foretelling a world of interactive communication to and from the home that seems commonplace in developed countries today. Now we have a "Wireless World" of communications potentially connecting two billion people to each other with interactive personal communications devices. Widespead adoption of wireless handsets, the increasing use of wireless internet, and the new, on-the-go content that characterizes the new generation of users are changing behaviors in social, political and economic spheres. The devices are easy to use, pervasive and personal. The affordable cell phone has the potential to break down the barriers of poverty and accessibility previously posed by other communications devices. An entire generation that is dependant on ubiquitous mobile technologies is changing the way it works, plays and thinks. Businesses, governments, educational institutions, religious and other organizations in turn are adapting to reach out to this mobile generation via wireless technologies -- from SMS-enabled vending machines in Finland to tech-savvy priests in India willing to conduct prayers transmitted via cell phones. Cellular devices are providing developing economies with opportunities unlike any others previously available. By opening the lines of communication, previously disenfranchised groups can have access to information relating to markets, economic opportunities, jobs, and weather to name just a few. When poor village farmers from Bangladesh can auction their crops on a craigslist-type service over the mobile phone, or government officials gain instantaneous information on contagious diseases via text message, the miracles of mobile connectivity move us from luxury to necessity. And we are only in the early stages of what the mobile electronic communications will mean for mankind. We are now "The Mobile Generation." Aspen Institute Roundtable on Information Technology. To explore the implications of these phenomena, the Aspen Institute Communications and Society Program convened 27 leaders from business, academia, government and the non-profit sector to engage in three days of dialogue on related topics. Some are experts in information and communications technologies, others are leaders in the broader society affected by these innovations. Together, they examined the profound changes ahead as a result of the convergence of wireless technologies and the Internet. In the following report of the Roundtable meeting held August 1-4, 2006, J. D. Lasica, author of Darknet and co-founder of Ourmedia.org, deftly sets up, contextualizes, and captures the dialogue on the impact of the new mobility on economic models for businesses and governments, social services, economic development, and personal identity