Nuno Vasco Lopes
ABSTRACT
This paper analyzes the public service delivery transformation on three countries, Canada, China and Estonia, using a systemic conceptual framework designed for helping decision-makers and governments design and provide the public services delivery in different contexts. The framework has been built based on thorough literature review and grounded on the systems theory. The cases were selected among the countries where the authors' research unit is involved. They have been described using an instrument specifically created for collecting information about each element of the framework. The proposed framework is composed by the most influential factors/aspects of public service delivery. It has been used for analyzing and comparing the three countries public service delivery. Based on that, some findings and translation to policy recommendations have been done. The paper ends up with a set of policy recommendations on how public services can be improved in different country contexts.
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Index Terms
- Public Service Delivery Framework: Case of Canada, China and Estonia
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