Topic/ Title: The Socio-Technical Evaluation ofthe Public Sector Management in Australia: An Evaluation of the Human Service Quality in Public Management
§ Why is this a topic that needs to be investigated?
Conducting an evaluation of the human service quality and delivery has long been an important topic in the various industries in Australia. It has been theorized that recognition of the level of human service qualities in the public management sector has significant link on the service outcomes of public managers which possess certain significant roles in the public management sector (Robb, W. & Alam, K., 2009).
According to O'Flynn, J. (2009), public management is one of the most significant sectors in Australia as it is the only sector in charge of balancing the interests of both the private and the public sector. While this sector involves a lot of dealings made by the public sector, the heart of this sector lies at the service delivery and service quality of the public managers who are the ones in charge of managing public-owned resources. Given this, there is a great need to evaluate and examine the human capacity, especially that of the public managers in Australia in terms of delivering their service for the good of the public.
§ What do we already know about the topic?
Throughout the whole Australian history, several attempts to reform the public management sector in Australia have been accomplished all for the goal of achieving multiple ends in serving the public sector. According to Bouckaert & Pollitt (2004) the various public management reforms in the past have indeed contributed a lot to creating a higher-quality service public management program. Nevertheless, a lot has yet to be discovered in this sector especially the public management sector's development and its linkage to human service quality has yet to be utilized and tapped.
§ What are the key landmark studies or theoretical positions in the topic area and what findings and theories have they generated?
Some of the theoretical positions related to public management reform includes the assumption that reforms in the public management sector is all about proposing deliberate changes when it comes to the processes and structures of the public sector in order to get them to perform better (Bouckaert & Pollitt, 2004).
The assumption that output linkages is significantly related to the quality of the human service delivery by the public managers in charge in the public management sector is also highly important. And then finally, the close link between the public management reforms and its effect on public delivery service has also been importantly discussed already before (Bouckaert & Pollitt, 2004).
§ What does the map of the topic area look like and how has this changed over time?
The world of public management in Australia has significantly become rich over time as various reforms were introduced and several public management practices have continuously evolved. Many Australian-based journals, academic literatures and available resources and references proliferated due to the countless studies conducted on this particular topic area which caught the interest of both experts and non-experts in the Australian public management field.
§ Where are the gaps in our existing knowledge?
Currently, the clear & existing link between the public management, the various reforms conducted in the past in this area as well as the impact of human service delivery and quality in public management has not yet been identified and established. There is therefore a current gap that exists between these three concepts which this research would like to explore using the existing available academic literatures.
§ What, in summary, does the literature suggest are the ‘tensions' or dilemmas of educational practice that exist within this topic area?
The current tension or dilemma of educational practice that exist within this topic on the public management and the human service quality link is that the many generalizations, assumptions and theoretical explanations have yet to be validated. Both experts and non-experts in the public management sector have widely expressed their views on this topic area but their assumptions have yet to be proven which this research study aims to achieve.
Given our present knowledge of the topic area as a whole, where does your proposed research fit within this?
This research proposal topic on the “Evaluation of the Human Service Quality in Public Management” fills in the gaps identified in the countless studies which gave birth to assumptions, generalizations and theoretical explanations with regard to the true relationship or linkage between human service quality and public management.
This topic explains the basic impact of human service quality as well as its essential roles in the reformation and improvement of the public management sector. This paper will also deal with the importance of the human service quality factor in the total development of the public management sector and how a simple overlooking of this critical factor may lead to the failure or unsuccessful attempt to reforming this particular sector.
Moreover, this paper will closely evaluate the existing use of the human service quality factor and how this has greatly improved and resulted into a seamless facilitation of the public management methodologies.
In light of your chosen topic and focus, what are the research questions, issues or problems you wish to investigate in your study?
The following are the identified research questions that this paper would like to investigate on and address:
a.) What is the true relationship or linkage between human service quality and public management?
b.) What is the basic impact of human service quality as well as its essential roles in the reformation and improvement of the public management sector?
c.) What is the importance of the human service quality factor in the total development of the public management sector?
d.) How would a simple “overlooking” of this critical factor on human service quality may lead to the failure or unsuccessful attempt to reforming the public management sector?
e.) How would one evaluate the existing use of the human service quality factor and how this has greatly improved and resulted into a seamless facilitation of the public management methodologies?
In terms of breathing life into your study, what research methods are appropriate to help you address one or more of the basic questions you wish to investigate?
A qualitative study with the use of descriptive approach will be utilized mainly for this research study to achieve the aim of identifying and establishing the true relationship or linkage between human service quality and public management.
A substantial amount of respondents, who have met the qualifications or criteria set by the researcher, will be randomly selected and participate in the qualitative study that will be conducted for this research study. The first phase of this qualitative study will involve a gathering and collection of relevant academic literatures related to the topic on public management in Australia and its reforms. This will involve a three-month period of collecting and compiling related literatures and previous studies related to the topic through archival research.
The next phase of the qualitative study will involve a floating of survey questionnaires, a series of interviews and the conducting of focused group discussions by the recruited participants and respondents for this particular research study.
What instruments or tools will you use to gather data? Have you shown the link between each research question and the data gathering tool(s) you will use?
The main research instruments and tools that will be utilized for this study is purely qualitative in nature as this research aims mainly to establish the link between the human service quality factor and public management. Also, since the aims and objectives of this research study is purely descriptive in nature, the research tools and instruments proposed by the researcher were also descriptive in nature.
The researcher proposes that data for this qualitative study will be collected and generated via the Computer Assisted Telephone Interview (CATI) technology. Using a random generation of telephone numbers accompanied by a two-stage stratified sampling method, respondents will be randomly selected based on the criteria set by the researcher.
Data Presentation and Analysis
In this section, your supervisor and other readers will be looking for evidence that you have considered various options for presenting and analyzing your data.
To ensure the quality of the chosen qualified respondents and to increase the confidence, accuracy and reliability of the research results, all the data gathered in this research study which includes the recorded interview conversations as well as the recorded FGDs will be recorded, transcribed and then collated.
All the recorded interview conversations will be encoded into a written report for an easier tabulation, interpretation and analysis of all the raw data obtained from the respondents. All the qualitative data gathered will be inputted and carefully assessed in the SPSS or the Statistical Package for the Social Sciences for a much clearer and accurate data analysis. The measures will be carefully weighed by using this appropriate statistical tool and the measures will as well be strictly analyzed.
Robb, W. & Alam, K. (2009). Issues of economic efficiency of human service delivery in Australia. International Review of Business Research Papers. Vol. 5 (2). pp 52-61.
O'Flynn, J. (2009). Reform and the role of public managers. Retrieved 17 May 2010 from: http://pmaustralia.blogspot.com/
Bouckaert, G. & Pollitt, C. (2004). Public management reform: A comparative analysis. Oxford, NY: Oxford University Press.