Shabana Naveed, Madiha Rehman Farooqi and Yaamina Salman
This study explores the phenomenon of service value co-destruction within public service ecosystems (PSEs), focusing on the causes of value co-destruction and the inherent tension…
Abstract
Purpose
This study explores the phenomenon of service value co-destruction within public service ecosystems (PSEs), focusing on the causes of value co-destruction and the inherent tension between public and private value creation/destruction.
Design/methodology/approach
Qualitative data was collected through 36 semi-structured interviews with diverse stakeholders within the ecosystem of electricity services in Pakistan, including electricity suppliers, users and connected agencies involved in electricity generation, transmission, regulation, monitoring and coordination tasks.
Findings
The study identified various causes of service value co-destruction in PSEs, involving multiple actors responsible for value co-destruction. The research revealed the co-existence and intersection of public and private values within PSEs, highlighting the complex dynamics between value creation and destruction resulting in value imbalance and value erosion.
Research limitations/implications
Value co-destruction is a plausible outcome of dynamic interactions among various stakeholders in public service delivery, and it can have significant consequences on service quality and public value. Multiple stakeholders, in the governance network, can actively contribute to the co-destruction of service value.
Practical implications
Practitioners should consider the broader ecosystem where not only service providers but also service users and other connected actors, such as public, private and nonprofit organizations, collectively contribute to either co-creating or co-destroying service value.
Originality/value
Grounded in PSL perspective, the findings deepen our understanding of the complexities surrounding public service delivery in PSEs. It provides a fresh perspective on how various actors collectively shape the value of these services.
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Keywords
Aisha Rizwan, Shabana Naveed and Yaamina Salman
Based on the service eco-systems perspective, this paper evaluates the strategies and actions adopted by the Government of Pakistan to handle the COVID-19 crisis with the…
Abstract
Purpose
Based on the service eco-systems perspective, this paper evaluates the strategies and actions adopted by the Government of Pakistan to handle the COVID-19 crisis with the involvement of multiple actors including public, private, third-sector organizations and civil society.
Design/methodology/approach
The paper is based on an in-depth analysis of secondary sources including research articles, policy documents, policy briefs, governmental reports, third party evaluations/reports and media publications.
Findings
A multi-stakeholder approach was evident during the pandemic with an effort to better manage the crisis which has exerted immense social, cultural, economic and political impacts on the lives of the citizens. Collaborative efforts among stakeholders (government, private and third sector) were witnessed, resulting in a coherent response. The successful management of COVID-19 in Pakistan is attributed to multiple factors including the formation of a specialized public organization which effectively and proactively took data-driven informed decisions and aggregated the efforts of the federal and provincial governments for a timely response.
Originality/value
This paper gives insights for policymakers to create a sustainable post-pandemic socio-economic environment by building resilient structures across the government while promoting cooperation and collaboration. It suggests strategies for policymakers responsible for providing sustainable societal solutions to combat the social, economic and administrative challenges under the pandemic. As Pakistan has managed and contained the pandemic in a relatively efficient way, it is hoped that this paper can provide a learning experience for other countries with similar national contexts.
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Aisha Rizwan, Yaamina Salman and Shabana Naveed
This article aims to empirically investigate the influence of socio-cultural and political factors and actors on the perceived autonomy and control of state agencies in Pakistan…
Abstract
Purpose
This article aims to empirically investigate the influence of socio-cultural and political factors and actors on the perceived autonomy and control of state agencies in Pakistan. Taking an institutional perspective, which envisages a diverse course of agency reforms, owed to varied national cultures, historical paths and traditional mindsets, the authors argue that the institutional theory provides an explanation to the autonomy and control status of the agencies.
Design/methodology/approach
Data were collected from 39 senior public officials and governing board members in federal agencies by conducting in-depth semi-structured interviews. Thematic analysis was performed using NVivo-12 for data analysis.
Findings
The results disclose that the agencies operate within an overriding politico-administrative culture of intervention and supremacy of the central government. There is a close relationship between the political actors and actors' implementing agents, the bureaucrats. Although the disaggregated public agencies are created under the agency model, a culture of political influence and control still prevails within them. Among the socio-cultural factors, corruption is reported as a critical influencing factor for agency autonomy.
Research limitations/implications
The study emphasizes the need to adapt and modify agencification practices in developing countries based on the political, socio-cultural and administrative contextual factors and actors and the varying degrees of influence the practices exercise over the Government machinery.
Originality/value
This study unveils the implications of the new public management (NPM)-led agency model in Pakistan, which was primarily adopted as a part of the structural adjustment program (SAP) under loan conditionality from international donor agencies and explores the indigenous doctrines that govern agencies functioning under ministries.