BACHELOR IN PUBLIC ADMINISTRATION

Online Learning Module

on SERVICE DELIVERY SYSTEM

Module 1

MEANING OF PUBLIC SERVICE, SERVICE DELIVERY

AND ITS IMPORTANCE
BASIC SERVICES OF THE GOVERNMENT AND ITS FUNCTION

Submitted by:

ROSALIE M. CATU
Faculty Member
 MODULE 1

SCOPE:
This module consists of two lessons, namely:
1. Meaning of Public Service, Service Delivery System and its
importance
2. Basic services of the government and its function

OBJECTIVES:
After completing the lessons, you will be able to:
1. Discuss public service, service delivery system;
2. Explain the significance of service delivery system;
3. Enumerate basic services of the government; and
4. Discuss and explain the functions of basic service of the government.

INTRODUCTION:
Service is any activity or benefit that one party can offer to
another, which is essentially intangible and does not result in the
ownership of anything. Its production may or may not be tied to a physical
product. (Kotler, Armstrong, Saunder and Wong)
Service defined as the key to service management. It enables both
customer and the service provider to know what to expect and not expect
from a service. Services enables customers to understand service
offerings, including what each services do and does not include,
eligibility, service limitations, cost, how to request services, and how to
get help. A well-defined service also identifies internal processes
necessary to provide and support the service.
A public service is something such as health care, transport or the
removal of waste which is organized by the government or an official body
in order to benefit all the people in a particular society or community.
 A public service is a service intended to serve all members of a
community. Public services include services provided by a government to
people living within its jurisdiction, either directly through public
sector agencies or by financing provision of services by private businesses
or voluntary organizations.
Public services can be constructed, be coordinated and operate in
many ways or forms. They include government agencies, independent state-
funded institutes, government-coordinated organizations, civil society,
militaries and volunteers.
Service delivery system is a complex, interrelated set of
organizational (i.e. people and providers) and technological inputs and
processes, resulting in the provision of such services as mental health
interventions, public health programs, social welfare and education.
A service delivery process is a special process describing a complete
and integrated approach for performing a specific project type. It
provides a complete end-to-end life cycle and can be used as a reference
for running projects with similar characteristics.

Importance of Public Service

Public service are the foundation of a fair and civilized society.
It is essential that we protect them so they can meet the needs of the
future. Public services extend opportunities, protect the vulnerable, and
improve everyone’s quality of life. They are essential to our economic
development and prosperity.

Classification of Services
Services usually refer to processes and not physical products. Some
services may include people whereas other services may including objects
which are managed by people.
These are two points of basis in classifying services
 Classification of service based on tangible action
Wherever people or products are involved directly, the service
classification can be done based on tangibility.
a. Service for people – like health care, restaurants and
saloons, where the service is delivered by people to people.
b. Service for goods – like transportation, repair and
maintenance and others. Where services are given by people
for objects or goods.
  Classification of services based on intangibility
There are objects in this world which cannot be tangibly
quantified such as:
a. Services directed at people’s mind – services sold through
influencing the creativity of humans are classified on the
basis of intangibility.
b. Services directed at intangible assets – banking, legal
services and insurance services are some of the services most
difficult to price and quantity.
The most intangible form of service output is represented by
information processing. The customer’s involvement in this type is service
is not required. Generally, customers have a personal desire to meet face
to face but there is no actual need in terms of the operational process.
Consultancy services can be an example of this type of service, where the
relationship can be built or sustained on trust or telephone contact.
However, it is more indicated to have a face-to-face relationship in order
to fully understand the needs of the customer.
A more general classification of services based on the type of
function that is provided through them can be as follows:
1. Educational Services
2. Communication Services
3. Health-related and Social Services
4. Financial Services
5. Transportation Services
6. Construction and related engineering Services
7. Recreational, cultural and sporting Services
8. Tourism and travel-related Services
9. Distribution Services
10. Business Services
11. Environment Services
12. Other services not included elsewhere
Basic Services of the government
The government provides their citizens with the quality basic
services such as:
1. Housing
2. Health Care
3. Defense, Safe and security
4. Social Welfare
5. Transport
6. Electricity and energy
7. Education
8. Water
9. Sanitation, refusal and waste removal

EVALUATION/OUTPUT

1. Discuss the meaning of service, public service and service delivery

system;
2. Enumerate and explain the importance of public services to the
general public; and
3. List down and discuss the basic services of the government.
4. Arrange sequentially the basic services of the government according
to your priority or preference and explain why.
(Printed material for email or UDMoodle class)

REFERENCES:

1. Cardoso, Jorge; Fromm, Hansjörg; Nickel, Stefan; Satzger, Gerhard; Studer, Rudi; Weinhardt,
Christof (2015). Fundamentals of Service Systems. Service Science: Research and Innovations in
the Service Economy (1st ed.). Springer. ISBN 9783319231945.
2. ^ Riordan, John (1962). Stochastic Service Systems. New York: Wiley. pp. x + 139 pp.
Illus. Anyone seeking an introduction to queueing theory...

3. ^ Morse, P. M. (7 September 1962). "Book review: Stochastic Service Systems by John

Riordan". Science. 137 (3532): 742. doi:10.1126/science.137.3532.742-a.

4. Jorge Cardoso, Hansjörg Fromm, Stefan Nickel, Gerhard Satzger, Rudi Studer, Christof
Weinhardt (2015), Fundamentals of Service Systems, Springer.
 5. Cardoso, J.; Lopes, R. and Poels, G. (2014), Service Systems: Concepts, Modeling, and
Programming, Springer.
6. Alter, S. (2013) “Work System Theory: Overview of Core Concepts, Extensions, and
Challenges for the Future,” Journal of the Association for Information Systems,
14(2), pp. 72–121.
7. Cardoso, J.; Pedrinaci, C.; Leidig, T.; Rupino, P. and Leenheer, P. D Open semantic
service networks. In The International Symposium on Services Science (ISSS
2012), pages 1–15, Leipzig, Germany, 2012.
8. Chase (1981) The Customer Contact Approach to Services: Theoretical Bases and
Proactical Extensions. Operations Research. 21(4)
9. Cook, Goh, and Chung (1999) Service Typologies: A State of the Art Survey. Production
and Operations Management. 8(3).
[Link] and Kaner (2006) An engineering tool for the conceptual design of service systems.
In Advances in Service Innovations, edited by Spath and Fahnrich. Springer. NY.
[Link], Vargo, and Malter (2006) Marketing as Service-Exchange: Taking a Leadership
Role in Global Marketing Management. Organizational Dynamics. 35(3).
[Link] (2004) Reframing Business: When the Map Changes the Landscape. Wiley.
New York, NY.
[Link] and Paquette (1990) Technology in Services: Creating Organizational Revolutions.
MIT Sloan Management Review. 31(2).
[Link], Jeanne; Weill, Peter; Robertson, David C. (2006). Enterprise Architecture As
Strategy: Creating a Foundation for Business Execution. Harvard Business
Review Press. ISBN 978-1591398394.

[Link]
[Link]
[Link] service delivery system
[Link]
CustomerSatisfaction/Employment-Scribd

BIBLE:

PSALMS 44:8

IN GOD WE BOAST ALL THE DAY LONG AND PRAISE THY NAME FOREVER.
IN JESUS NAME…AMEN