Service delivery

Nottingham Business School reports on its involvement in a county-wide review of community risk and frontline fire service cover, involving public consultation

Transforming Front-Line Child Welfare Practice: The Impacts of Institutional Settings on Services, Employment Environments, Children, and Families (SYNTHESIS REPORT)

In 2006, the Ontario government launched an ambitious and multi-faceted Transformation Agenda for child welfare services. Among this Agenda’s objectives was the development of more cooperative helping relationships in child welfare, reducing the system’s reliance on legal authority to engage families, creating community and service partnerships and increasing child welfare capacity to respond differentially to families. Within this shifting child welfare context, the Transforming Front-line Child Welfare Practice Project research’s main purpose was to understand how centrally located service delivery settings and service delivery settings that were more accessible to families affected front-line child protection practice. A second encompassing objective was to examine how partnerships with other service organizations and neighbourhood associations affected front line child welfare practice. This Transforming Front-line Child Welfare Practice research examined eleven separate accessible and central child welfare service delivery sites at six child welfare agencies in Ontario. These sites were selected to vary on these two dimensions of accessibility and partnerships. These two dimensions have also been identified in the literature as contributing to child welfare capacity to respond differentially or flexibly to familes (Cameron, Freymond, & Roy, 2003; Schene, 2001, 2005). With one exception, accessible service delivery models in this research embedded front line child protection service providers in neighbourhoods or schools so that service providers would be more familiar and accessible to families. The philosophies of accessible programs emphasized collaboration with other community service providers, local community building and prevention. Central models located child protection service providers in agency premises that generally were not physically close to most of the families served. This was the more common service delivery setting for child protection services in the participating agencies and in other Children’s Aid Societies in Ontario. Earlier exploratory research through the Partnerships for Children and Families program of research (Frensch, Cameron, & Hazineh, 2005a) at Wilfrid Laurier University found that different child protection service delivery settings had notable impacts on child protection service delivery including: (1) service provider accessibility to children and families, (2) the development of cooperative helping relationships with children and families, (3) the development of partnerships with other service organizations, (4) the development of partnerships with neighbourhood associations, (5) the levels and types of assistance provided to children and families, and (6) client and community image the child welfare agency. This more extensive research built upon this earlier exploratory research. More specifically, this multi-faceted longitudinal research incorporated: An assessment of the impacts of accessible and central service delivery models on family functioning indicators and child protection system indicators (e.g. formal court applications, out-of-home placements of children, etc.). An exploration of how these different child welfare service delivery settings affected front line child protection service providers’ satisfaction with their work with children and families. An exploration of how these different child welfare service delivery settings affected parents’ satisfaction with their child welfare service involvements. An examination of how these different child welfare service delivery settings influenced the services and supports available to families. An assessment of the impacts of accessible and central service delivery settings on front line helping relationships in child welfare. An exploration of how accessible and central service delivery settings affected employment satisfaction and sustainability. This research also discusses the development requirements of the accessible service delivery models and what practical lessons can be gleaned from these experiences. Finally, it looks at broader implications for how we understand and organize our efforts to keep children safe and help families

Transforming Front-Line Child Welfare Practice: The Impacts of Institutional Settings on Services, Employment Environments, Children, and Families (SUMMARY OF FINAL REPORT)

In 2006, the Ontario government launched an ambitious and multi-faceted Transformation Agenda for child welfare services. Among this Agenda’s objectives was the development of more cooperative helping relationships in child welfare, reducing the system’s reliance on legal authority to engage families, creating community and service partnerships and increasing child welfare capacity to respond differentially to families. Within this shifting child welfare context, the Transforming Front-line Child Welfare Practice Project research’s main purpose was to understand how centrally located service delivery settings and service delivery settings that were more accessible to families affected front-line child protection practice. A second encompassing objective was to examine how partnerships with other service organizations and neighbourhood associations affected front line child welfare practice. This Transforming Front-line Child Welfare Practice research examined eleven separate accessible and central child welfare service delivery sites at six child welfare agencies in Ontario. These sites were selected to vary on these two dimensions of accessibility and partnerships. These two dimensions have also been identified in the literature as contributing to child welfare capacity to respond differentially or flexibly to familes (Cameron, Freymond, & Roy, 2003; Schene, 2001, 2005). With one exception, accessible service delivery models in this research embedded front line child protection service providers in neighbourhoods or schools so that service providers would be more familiar and accessible to families. The philosophies of accessible programs emphasized collaboration with other community service providers, local community building and prevention. Central models located child protection service providers in agency premises that generally were not physically close to most of the families served. This was the more common service delivery setting for child protection services in the participating agencies and in other Children’s Aid Societies in Ontario. Earlier exploratory research through the Partnerships for Children and Families program of research (Frensch, Cameron, & Hazineh, 2005a) at Wilfrid Laurier University found that different child protection service delivery settings had notable impacts on child protection service delivery including: (1) service provider accessibility to children and families, (2) the development of cooperative helping relationships with children and families, (3) the development of partnerships with other service organizations, (4) the development of partnerships with neighbourhood associations, (5) the levels and types of assistance provided to children and families, and (6) client and community image the child welfare agency. This more extensive research built upon this earlier exploratory research. More specifically, this multi-faceted longitudinal research incorporated: An assessment of the impacts of accessible and central service delivery models on family functioning indicators and child protection system indicators (e.g. formal court applications, out-of-home placements of children, etc.). An exploration of how these different child welfare service delivery settings affected front line child protection service providers’ satisfaction with their work with children and families. An exploration of how these different child welfare service delivery settings affected parents’ satisfaction with their child welfare service involvements. An examination of how these different child welfare service delivery settings influenced the services and supports available to families. An assessment of the impacts of accessible and central service delivery settings on front line helping relationships in child welfare. An exploration of how accessible and central service delivery settings affected employment satisfaction and sustainability. This research also discusses the development requirements of the accessible service delivery models and what practical lessons can be gleaned from these experiences. Finally, it looks at broader implications for how we understand and organize our efforts to keep children safe and help families

Service Participant Voices in Child Welfare, Children\u27s Mental Health, and Psychotherapy

Service providers are becoming increasingly interested in hearing the views of service participants regarding issues of service delivery. This trend is viewed as progressive and sensitive to the many complex issues facing a diverse service participant population. In order to understand what is known related to this trend, the paper reviews the literature in child welfare, children’s mental health, and psychotherapy where service participant feedback regarding aspects of service delivery has been studied. The findings from the three areas of service delivery are organized into a number of tangible themes. Suggestions for future research in the area of participant voice are noted

Approaching delivery as a service

This paper explores the new logistics business model of Delivery as a Service, a concept aiming at a more efficient, fast and customer-oriented practice, linking IT solution development, urban logistics operations, supply chain efficiency and new business models. Delivery as a Service (DaaS) is defined as a service-oriented delivery and business processes in line with customer expectations and needs in the on-demand economy. The approach of this paper is an industry report based on evidence collected in multiple exploratory European projects integrating ambitious and strategic findings on Internet of Things, urban planning, consolidation centres, transport optimisation, and clean vehicle use. It contributes to a future scenario of urban logistics business models

ADDRESSING GAPS IN THE DELIVERY OF COMMUNITY SERVICES: THE CASE OF ONE INNER-CITY COMMUNITY

The need for more effective approaches to the delivery of health and social services in inner-city communities is well established. Attempts to improve service delivery in such areas as housing, health care and job training usually concentrate on strengthening\u27 community education efforts and other strategies designed to motivate potential users of community services. Little emphasis has been placed on increasing the communication between different community service providers to achieve better coordination among organizations responsible for service delivery in inner-city communities. As a consequence, major service gaps exist including such problems as duplication of services, limited accessiblity [accessibility], and the absence of essential services. Such service gaps may go unnoticed unless community service providers and inner-city residents organize to address these problems. This paper reports on a study of community service providers who are working with residents to deal with the problem of service gaps in their inner-city community

Towards designing a sustainable is-enabled service delivery system

This paper aims to bring into focus the concept of service sustainability. The normative literature advocates that services by companies, government institutions and service delivery are still posing great challenges to many organizations in this digital age. In highlighting the distinctive feature of service innovation, businesses will be able to maintain competitive advantage. In examining the literature on the service concept, successful companies have the customer at the forefront of their business strategy. As a result, the authors formulate suggestions on the most effective way an organization and the people concerned, can recast strategic thinking. to anticipate and adapt to ever increasing changing service environment. The contribution of the study is an IS-enabled Service Delivery Model (SDM) that places customer and staff as an integral part of the service delivery system with managed interactions and continuous quality control. This intends to support practitioners and researchers which could provide the former useful means of conceptualizing service, and raises an important issue to the latter in revisiting service quality research

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

Book review: Rethinking public service delivery

Many public services today are delivered by external service providers such as private firms and voluntary organizations. These new ways of working – including contracting, partnering, client co-production, inter-governmental collaboration and volunteering – pose challenges for public management. This book aims to assess the ways in which public sector organizations can improve their services and outcomes by making full use of the alternative ways of getting things done. Alastair Hill believes it is in many ways a milestone work, both in its mapping of the complex 21st Century landscape of public service delivery, but also in offering a clear framework for practitioners

The Politics of Service Delivery Reform

This article identifies the leaders, the supporters and the resisters of public service reform. It adopts a principal–agent framework, comparing reality with an ‘ideal’ situation in which citizens are the principals over political policy-makers as their agents, and policy-makers are the principals over public service officials as their agents. Reform in most developing countries is complicated by an additional set of external actors — international financial institutions and donors. In practice, international agencies and core government officials usually act as the ‘principals’ in the determination of reforms. The analysis identifies the interests involved in reform, indicating how the balance between them is affected by institutional and sectoral factors. Organizational reforms, particularly in the social sectors, present greater difficulties than first generation economic policy reforms