Enhancing Public Service Delivery through Organisational Modeling

TL;DR

This paper explores how goal-oriented social modeling can improve public service delivery by identifying and addressing vulnerabilities in government organisations using Citizen's Charter data.

Contribution

It introduces a methodology combining social factors, goal-oriented modeling, and vulnerability metrics to enhance service delivery in government organizations.

Findings

Identification of critical service areas using social dependency metrics

Application of vulnerability and criticality analysis to improve service delivery

Recommendations for monitoring KPIs and task delegation

Abstract

Government organisations utilise a Citizen's Charter in order to furnish the public with comprehensive details of their service offerings that defines how their overall organisational goals are achieved. Studies on the implementation of Citizen's Charter in developing countries indicated that important social factors were not considered. Reviewed literatures indicated that social factors could accelerate service delivery with the use of goal-oriented modelling (such as i* organisational modeling) as it represent conditions expected from social actors and their social dependencies. By modelling role dependencies among actors carrying out services in a business unit and applying vulnerability and criticality metrics, problem service areas were identified using the Citizen's Charter as a source of these methodologies. Improvements in these problem service areas were based on vulnerability and criticality levels of their corresponding actors. Recommendations to address these service areas include monitoring of key performance indicators of actors and task delegation when necessary.