Societal impact of public service reforms : cross-sectional surveys and the media

Abstract

This chapter provides a deeper understanding of the success and the degree of impact attained by the introduction and implementation of a variety of public services. It also contributed towards suggesting improvements that may be made to enhance the user-oriented relationship by focusing on the particular needs of each demographic sector. This Chapter is based upon original research and is organised into two major segments. The first segment evaluates the methodology and other demographic considerations; and the second segment analyses and discusses the research findings. The results suggest that generally the respondents’ perception reflects a positive outlook on the provision and execution of government-provided services to the wider community over recent years. Respondents, specifically Government employed individuals, appeared to be highly conscious of major projects, measures and initiatives implemented by the state, particularly those that relate to digital and social measures. Moreover, the findings suggest that accessed services by income and status demographic were found to be in line with a priori expectations and reflected the various group-specific needs of each sub-category. Those who registered non-usage of services were more critical of provided services, most prevalently within the Maltese population sub-sample. However, there is general consensus across all sub-samples that government has exerted a high level of effort in introducing a vast mixed array of digital, social and forward-thinking measures. The findings suggest that there is a need for government to implement better good governance and bureaucratically transparent processes, particularly with stronger views among the lower-income and unoccupied status cohort. Overall, respondents confirm the government’s success in introducing, facilitating and implementing various measures and initiatives. This had a positive resulting effect on community level service provision and, consequently, quality of life on all fronts.