Citizen satisfaction with arm's length bodies in local government: expert insights on policy and practice

IF 2.5 Q3 MANAGEMENT International Journal of Public Sector Management Pub Date : 2024-07-05 DOI:10.1108/ijpsm-01-2024-0015

Virginia Angius, Sandra van Thiel

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Abstract

Purpose

The purpose of this study is to investigate the application of citizen satisfaction (CS) as a tool for measuring performance by arm's length bodies (ALBs) in local governments across eleven countries, addressing central questions about its functionality and influencing factors.

Design/methodology/approach

We employ a hybrid inductive-deductive explorative study design, characterized by an iterative interpretative approach guided by sensitizing concepts. Expert interviews are analyzed through template analysis and cover eleven countries where ALBs are present due to decentralization and outsourcing.

Findings

Our study uncovers limited real-world applications of CS in evaluating public service delivery by ALBs. Expert interviews reveal insights into factors potentially influencing CS use, such as the level of autonomy of local governments, state traditions and austerity measures. A research agenda is formulated for further investigation.

Originality/value

Contributing to the CS debate, our study focuses on its application in evaluating public service delivery by ALBs. The explorative design, expert opinions and theoretical foundations enhance understanding, offering insights into factors potentially shaping CS use in this context. The study proposes a research agenda, propelling further investigations into this underexplored, yet emerging, area.

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公民对地方政府正常机构的满意度：专家对政策和实践的见解

本研究的目的是调查 11 个国家的地方政府将公民满意度（CS）作为衡量正常机构（ALBs）绩效的工具的应用情况，解决有关其功能和影响因素的核心问题。通过模板分析法对专家访谈进行了分析，涵盖了 11 个因权力下放和外包而出现 ALB 的国家。研究结果我们的研究发现，在评估 ALB 提供公共服务的过程中，CS 的实际应用非常有限。专家访谈揭示了可能影响 CS 使用的因素，如地方政府的自治程度、国家传统和紧缩措施。原创性/价值我们的研究为有关 CS 的讨论做出了贡献，重点关注 CS 在评估 ALB 提供公共服务方面的应用。探索性设计、专家意见和理论基础加深了对这一问题的理解，并提供了对可能影响在此背景下使用 CS 的因素的见解。本研究提出了一个研究议程，推动了对这一尚未充分开发但正在兴起的领域的进一步调查。

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来源期刊

International Journal of Public Sector Management Multiple-

CiteScore

5.00

自引率

7.10%

发文量

期刊介绍： The International Journal of Public Sector Management (IJPSM) publishes academic articles on the management, governance, and reform of public sector organizations around the world, aiming to provide an accessible and valuable resource for academics and public managers alike. IJPSM covers the full range of public management research including studies of organizations, public finances, performance management, Human Resources Management, strategy, leadership, accountability, integrity, collaboration, e-government, procurement, and more. IJPSM encourages scholars to publish their empirical research and is particularly interested in comparative findings. IJPSM is open to articles using a variety of research methods and theoretical approaches.