Improving public service delivery through the “servizz.gov” outlets : a citizen-centric approach

Abstract

The purpose of this study is to investigate the perceptions of the users in respect of the “servizz.gov” outlets in serving as a platform for achieving enhanced customer-centred service and to establish whether the public-private-partnership framework is actually functioning effectively to achieve expected results. The methodology undertaken for investigation is the mixed method concerning both quantitative and qualitative research. Quantitative data were obtained from the telephone survey involving users of “servizz.gov” outlets in the current five localities. The survey served to explore the perceptions of the citizens with regard to the said outlets. On the other hand, qualitative data were obtained from interviewing administrative staff as well as Service Managers, who related their experiences and threw light on the semi-privatised aspect of this business. On the whole, the outcome of the investigation proved to be positive for the users and furthermore, there appears to be a satisfactory, co-ordinated effort between all stakeholders to provide an effective delivery of public services to the citizens. However, there is always room for improvement and for further expansion of the service. In fact, a number of recommendations are made such that the “servizz.gov” is more widely spread amongst the citizens through a better awareness and perhaps even the extension of the service. Also the need for training of private staff to keep abreast of the public sector’s services has been highlighted. The value of this study is that the “servizz.gov” service has not long been in operation and before this study, there was no case-study research on the Maltese scenario. Thus, through this project, the present success or otherwise of the service could be analysed and any necessary improvements explored, as well as possibly implemented for an enhanced customer satisfaction.