Service delivery and crisis management In public administration a model for Effective governance

Abstract

Public service officers play the frontline role in management of crises. There are many newlinefactors affecting the effective crisis management. In government sector, workforce newlineagility, job characteristics, and higher administrative support influence crisis newlinemanagement. Similarly, e-governance has become imperative for the government to newlineprovide citizen-centric service in an effective manner. Various factors may affect the newlinequality of e-governance services. Work engagement, meaningfulness of work, public newlineservice motivation and change preparedness influence e-governance service quality. This newlinestudy aims to explore the influence of such factors in crisis management and ensuring newlinethe delivery of e-governance service with higher quality. To achieve the objectives of the newlinestudy two different studies were undertaken. Study 1 explored the influence of workforce newlineagility, on crisis management by government departments and examines the probable newlinerole of higher administrative support, and job characteristics over crisis management. newlineData were collected through a questionnaire survey from 263 government administrative newlineofficers of Odisha, India. Structural Equation Modelling was used to analyse the data newlinewith the help of AMOS. The results indicate that workforce agility, higher administrative newlinesupport, and enriched job characteristics contribute towards better crisis management. newlineFurthermore, higher administrative support, and enriched job characteristics were found newlineto be antecedents of workforce agility and influence crisis management through the newlinemediator workforce agility. The second study explored the antecedents of work newlineengagement and to examine the influence of work engagement on e-governance service newlinedelivery. 320 responses were collected from government administrative officers engaged newlinein e-governance service of the state of Odisha, India through a questionnaire survey. The newlinedata were analyzed using SPSS AMOS. The results indicate that higher workplace newlineengagement enhances the e-governance service quality. When meaningfulness of work newlineand p