Greater Space Means More Service: Leveraging the innovative power of architecture and design

Organizational structures certainly are of great importance in order to determine employees’ behaviour and performance. On the other hand, physical structures also significantly influence the way staff and customers view any company and interact with it. In service based activity, such as in retailing, banking, hospitality, and so, firms and institutions are competing thanks to innovations in products/services, delivery processes, and management styles. Innovative approaches may also materialize into the design of facilities. Service providers are in a position to significantly improve convenience, productivity, and attractiveness by designing space and defining appropriate layout carefully. This pattern also has to include identification of the meanings, characterization of size and qualification of the process by which any service facility delivers messages. In the last session of the paper, we address a particular type of service facilities, namely the buildings of institutions for higher education in management. The objective is then to analyze how facilities have evolved in order to cope with the change affecting business education.Service; innovation; architecture; working place; corporate symbols

Penyusunan Tarif PNBP untuk Layanan Reuse dan Recycle Sumber Radioaktif Tertutup Limbah Radioaktif Tidak Terpakai di Unit Instalasi Pengolahan Limbah Nuklir BRIN

The financial report on the management of Non-Tax State Revenue (PNBP) for radioactive waste reuse and recycling services for Radioactive Substances has irregularities. The aim of this research is to analyze the conditions required in preparing rates and types of PNBP so that this service can be proposed as a service with fixed fees and a legal umbrella for better management and supervision of public services and PNBP. Based on the use of applied research methods with a qualitative approach, it was found that the basis for considering the preparation of tariffs for this service is transparency, fairness, responsive-ness, simplicity, timeliness and certainty. The result of the tariff calculation using the ABC method is Rp. 26,736,329,- obtained based on the real needs for each service delivery activity. The results of the volume effectiveness analysis were 5.6 and the service revenue performance was 378.76 percent, considered very effective and performing well

Democratic deepening in South Africa: the effect of public-private contracts on local government service delivery and local citizen participation

ABSTRACT LOCAL GOVERNMENT in South Africa is well positioned to meet some of the substantive challenges posed by the democratic deepening and development discourses in new democracies. It is responsible for the delivery of services to local citizens in a way that is ‘equitable, accessible and financially sustainable’. It is also supposed to ‘develop a culture of municipal governance that compliments formal representative government with a system of participatory governance’. Democratic decentralisation in South Africa does however have its limits in fiscal and institutional terms. Furthermore the course of developmental decentralisation is affected by levels of civil society activity and political will. Also, following the global trend towards New Public Management and national pressure on local government to be economically viable, various local authorities in South Africa have opted to enter into public – private partnerships for service delivery. These contract based arrangements significantly alter the way basic services are defined and destroy the relationship between local authorities and local citizens. Services become commodities as opposed to rights, local citizens become consumers and local authorities cease to be politically accountable. This thesis examines the effect contract based service delivery has on democratic deepening in terms of local citizens being afforded their rights to basic services and having meaningful opportunities to participate in the affairs of their local authorities

Multi-centre parallel arm randomised controlled trial to assess the effectiveness and cost-effectiveness of a group-based cognitive behavioural approach to managing fatigue in people with multiple sclerosis

Abstract (provisional) Background Fatigue is one of the most commonly reported and debilitating symptoms of multiple sclerosis (MS); approximately two-thirds of people with MS consider it to be one of their three most troubling symptoms. It may limit or prevent participation in everyday activities, work, leisure, and social pursuits, reduce psychological well-being and is one of the key precipitants of early retirement. Energy effectiveness approaches have been shown to be effective in reducing MS-fatigue, increasing self-efficacy and improving quality of life. Cognitive behavioural approaches have been found to be effective for managing fatigue in other conditions, such as chronic fatigue syndrome, and more recently, in MS. The aim of this pragmatic trial is to evaluate the clinical and cost-effectiveness of a recently developed group-based fatigue management intervention (that blends cognitive behavioural and energy effectiveness approaches) compared with current local practice. Methods This is a multi-centre parallel arm block-randomised controlled trial (RCT) of a six session group-based fatigue management intervention, delivered by health professionals, compared with current local practice. 180 consenting adults with a confirmed diagnosis of MS and significant fatigue levels, recruited via secondary/primary care or newsletters/websites, will be randomised to receive the fatigue management intervention or current local practice. An economic evaluation will be undertaken alongside the trial. Primary outcomes are fatigue severity, self-efficacy and disease-specific quality of life. Secondary outcomes include fatigue impact, general quality of life, mood, activity patterns, and cost-effectiveness. Outcomes in those receiving the fatigue management intervention will be measured 1 week prior to, and 1, 4, and 12 months after the intervention (and at equivalent times in those receiving current local practice). A qualitative component will examine what aspects of the fatigue management intervention participants found helpful/unhelpful and barriers to change. Discussion This trial is the fourth stage of a research programme that has followed the Medical Research Council guidance for developing and evaluating complex interventions. What makes the intervention unique is that it blends cognitive behavioural and energy effectiveness approaches. A potential strength of the intervention is that it could be integrated into existing service delivery models as it has been designed to be delivered by staff already working with people with MS. Service users will be involved throughout this research. Trial registration: Current Controlled Trials ISRCTN7651747

Clinical benefits and costs of an outpatient parenteral antimicrobial therapy service.

Background: The enrolment of patients to an outpatient parenteral antimicrobial therapy (OPAT) service can be a means of mitigating financial burdens related to the provision of care and optimisation of hospital bed management. Objective: This study aimed to identify the clinical benefit of the Maltese OPAT service and to quantify the costs incurred to run it. Methods: The study period ran for 156 weeks during 1st October 2016 to 1st October 2019. Patient demographics, infection type, referring care team, antimicrobial agent/s used, type of vascular access device (VAD) available and service completion status (defined as provision of care without re-hospitalisation) were recorded. Time allocated for OPAT service delivery and expenses incurred were collected and an activity-based costing exercise was performed. Results: The patient population who benefited from the service was of 117, 15 of whom used the service twice, for a total of 132 episodes. Patients received 149 antimicrobial treatment courses, with ceftriaxone being the most common single agent used (n = 52, 34.9%). Teicoplanin with ertapenem was the most common regimen selected for combination therapy (n = 9, 52.9%). A total of 23 episodes (17.4%) resulted in a readmission, 6 (30%) of which were because of patient deterioration. The mean service running weekly cost was €455.47/$538.68 and a total of 3287 days of hospital stay were avoided. This effectively illustrates that the OPAT service optimised hospital bed availability without compromising care delivery. Conclusion: The national OPAT service proved to be a safe and effective alternative for patient management to promote patient-centred care without hospitalisation

Assessing the short-term outcomes of a community-based intervention for overweight and obese children: The MEND 5-7 programme

Objective The aim of this study was to report outcomes of the UK service level delivery of MEND (Mind,Exercise,Nutrition...Do it!) 5-7, a multicomponent, community-based, healthy lifestyle intervention designed for overweight and obese children aged 5–7 years and their families. Design Repeated measures. Setting Community venues at 37 locations across the UK. Participants 440 overweight or obese children (42% boys; mean age 6.1 years; body mass index (BMI) z-score 2.86) and their parents/carers participated in the intervention. Intervention MEND 5-7 is a 10-week, family-based, child weight-management intervention consisting of weekly group sessions. It includes positive parenting, active play, nutrition education and behaviour change strategies. The intervention is designed to be scalable and delivered by a range of health and social care professionals. Primary and secondary outcome measures The primary outcome was BMI z-score. Secondary outcome measures included BMI, waist circumference, waist circumference z-score, children's psychological symptoms, parenting self-efficacy, physical activity and sedentary behaviours and the proportion of parents and children eating five or more portions of fruit and vegetables. Results 274 (62%) children were measured preintervention and post-intervention (baseline; 10-weeks). Post-intervention, mean BMI and waist circumference decreased by 0.5 kg/m2 and 0.9 cm, while z-scores decreased by 0.20 and 0.20, respectively (p<0.0001). Improvements were found in children's psychological symptoms (−1.6 units, p<0.0001), parent self-efficacy (p<0.0001), physical activity (+2.9 h/week, p<0.01), sedentary activities (−4.1 h/week, p<0.0001) and the proportion of parents and children eating five or more portions of fruit and vegetables per day (both p<0.0001). Attendance at the 10 sessions was 73% with a 70% retention rate. Conclusions Participation in the MEND 5-7 programme was associated with beneficial changes in physical, behavioural and psychological outcomes for children with complete sets of measurement data, when implemented in UK community settings under service level conditions. Further investigation is warranted to establish if these findings are replicable under controlled conditions

System for Monitoring the Quality of Services Provided by a Public Institution Based on Business Processes

Monitoring the quality of the services provided by public institutions is an important element in improving the effectiveness of the entire system of public services in the Russian Federation. As a rule, monitoring is associated with obtaining quantitative indicators of the level of satisfaction of citizens which characterize the quality of services provided. Monitoring results are the basis for modernizing the service management system. However, this approach allows us to evaluate only one side of the process by which a public institution renders services to the consumer of services (citizens). The other side of the issue is related to monitoring the processes of the institution itself. This direction also allows us to find approaches to improving the quality of service delivery, and to make the work of a state institution more efficient. This article describes the methodology for monitoring the process of providing services in a public institution based on business processes. The description of the activity of the institution in terms of the implementation of services is presented in the form of a set of business processes. It is shown that the main element of business processes that can be measured is the time of their implementation. On this basis, a mathematical model for assessing the quality of public service delivery is constructed, including both qualitative assessments (obtained from experts and clients of the institution) and quantitative assessments of the quality of service delivery based on measuring the time of business processes. The quantitative aspect of the proposed methodology is directly related to the main direction declared by the Government of the Russian Federation – the development of digital economy. As an example, the article considers such a state institution as the Social Insurance Fund of the Russian Federation

Digital forest information platform as service innovation : Finnish Metsaan. fi service use, users and utilisation

Abundance of information characterises decision-making about forest use. This challenges forest owners. Digitalisation and diverse e-services may enhance the delivery of forest resource information and decision support. However, little is known on how e-services engage forest owners. This study explores the Finnish state-funded Metsaan.fi e-service portal as a service innovation. We use web-based survey data about forest owners' views on aforementioned e-service (N = 5170) and register data about Finnish forest owners. The identified factors explain the respondents' activity in using the service. Theories of innovation diffusion and e-service quality framed the content analysis of the open-ended questions of the survey. According to the quantitative analysis, owners with timber production objectives and multi-objective owners were the most active users. Forest owners who were compliant with the service's recommendations of silviculture and harvesting operations, used the service actively. This implies that these forest owners had found the service useful. The qualitative analysis shows that independence from time and place and the ease-of-use make the service more inviting. The lack of forest inventory data or its perceived low quality detract forest owners from using it. Many forest owners expect the service to replace forest management plans as decision support tool but the information content there does not fully fulfil those expectations. The study produced knowledge for developing further the online platform and its services. Furthermore, it created understanding about e-government services in the management of natural resources. Specifically, the results argue for noticing attitudinal patterns of intended users when designing governmental e-services. Further research is suggested to integrate innovation adoption theory and service research theory to dig deeper into the value creation and service needs of different user groups.Peer reviewe

PENYULUHAN PENTINGNYA PEMAHAMAN SISWA SMK PARIWISATA TENTANG SKILL YANG DIBUTUHKAN DALAM DUNIA KERJA PARIWISATA DI SMK DARMAWAN BOGOR

ABSTRACT The tourism industry is defined as a collection of business fields that produce various services and goods needed by those who travel on a tour. Every product, whether real or virtual that is presented to meet specific human needs, should be assessed as an industrial product. As stated by the UNWTO (United Nations World Tourism Organization) in the International Recommendations for Tourism Statistics 2008, the tourism industry includes; accommodation for visitors, food and beverage service activities, passenger transportation, travel agencies and other reservation activities, cultural activities, and sports and entertainment activities.The skyrocketing world of tourism in Indonesia has an impact on other businesses, including hotels, restaurants and tourism management. The tourism industry is probably one of the most grueling industries to work in. For business people or Top Management companies in the tourism sector, the quality of human resources is a major factor that needs to be considered in order to be able to run the business optimally, this quality depends on the competence of human resources, namely a combination of Soft Skills and Hard Skills competencies.For this reason, it is imperative that vocational students must have a structure of knowledge and skills in order to enter the world of work and be able to adapt well after graduation and be able to access and use competencies optimally (competency dimensions).This Community Service activity was carried out on Tuesday, May 19, 2020 with the theme "Skills Needed in the World of Tourism Work at SMK Darmawan Bogor by using the online media Google Meet. The procedure for this service activity is carried out by providing attractive and easy-to-understand presentation material for students and students, the presentation of the material is prepared using power point media and several sample videos to facilitate the delivery stages to students and students. During the activity, based on the intensity of the questions and answers that arise, this Community Service activity provides benefits as additional motivation and increased knowledge for students in the future before entering the world of work in the tourism industry

Trust, leadership and service delivery in the City of Tshwane

Thesis (M.M. (Public & Development Management))--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Governance, 2015.Trust, Leadership and Service Delivery in the City of Tshwane is an academic study undertaken to investigate the levels of public trust in elected public leaders of the City of Tshwane. This study also examines the levels of citizen satisfaction with services provided by the City as well as the relationship between service satisfaction and the levels of public trust in Tshwane. It further compares the levels of trust in elected leaders with the levels of trust in leaders in the business and non-government sectors. The delivery of basic services such as water, sanitation, roads, waste removal, and electricity are primarily the focus of local government. These services are vital as they are seen to be the principal enablers for economic activity (Bureau of Market Research (UNISA), 2013). Low and Tan (2008) state that among the most commonly acknowledged factors affecting citizens' trust in government, is its ability to deliver public service effectively and efficiently. At the same time public trust is considered critical for a democratic government to be able to survive and thrive towards the delivery of these services (Holmberg, 1999). An improved relationship between citizens and leaders can thus improve service delivery, but this can only be achieved with the strengthening of public trust levels. This research drew on a non-probability, convenience sample of 217 City of Tshwane citizens, sourced from online social media platforms run by the city. These platforms are used by the city to regularly engage the citizens on service delivery issues. The study employed the cross sectional research design (Survey design), which is most appropriate for studies with quantitative objectives (Bryman, 2012). The literature review in this study traces the evolution of leadership theories and how the topic of trust has become more and more central to the practice of leadership. The Servant leadership theory by Robert Greenleaf provides the conceptual framework for this study. The selection of this theory as the conceptual framework ii was based on its similarity with the Batho Pele (People first) principles of the government of South Africa that emphasise service and people. Servant leadership stresses the importance of personal integrity and serving others, including employees, customers and community. Servant leaders set aside self-interest for the betterment of their followers (Chinomona, 2013). According to the research findings, the Executive Mayor of the City of Tshwane was the most trusted elected public leader, and ward based leaders were the least trusted of the elected leaders. NGO leaders were found to be more trusted than elected leaders and business leaders, confirming a trend that has been observed globally in the past decade. This research also found that most of the respondents were familiar with the Executive Mayor of Tshwane, but less than half were familiar with their ward councillor and ward committee members. Furthermore, the study found that more people had participated in activities that involved the Executive Mayor than any other elected leader in the past two years. On the relationship between service delivery and trust levels: the study found that there were very high levels of satisfaction with the delivery of services in the City of Tshwane, however that did not necessary translate to similarly high levels of trust in leaders. The findings indicate that special attention needs to be paid to citizens at the lower income levels as they demonstrate the least amount of satisfaction with services. These citizens by and large reside in the same areas are known for being prone to service delivery protests. The study also demonstrated that in the City of Tshwane, service delivery, trust, and leadership have positive, symbiotic relationship. When governments are seen to deliver in their promises, the more likely they will be trusted by the owners of power. The key recommendations of the study include: increased engagement of communities by local leaders, skill-based selection of leaders and a stronger focus on communities requiring heightened attention