what is service delivery essay

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Service design and delivery process: 4 success factors

June 04, 2020 •

5 min reading

An efficient and effective Service design helps businesses work toward the goal of service excellence. A good way to understand and define it is by reversing the words –“Designing the Service”. It involves the planning and organizing of many internal factors that finally make up the delivery of service to the end customer.

Creating service design and delivery processes enables those in the service industry to establish a baseline in order to provide consistent service to the customer and builds up a systematic mechanism that not only ensures a better experience to the customer, but also allows organizations to understand what is working for them and what is not in terms of their service delivery.

Processes form an integral part of service design components, along with people and products. People and Product (also called props) have a role to play in the creation and execution of service design, but in this article we will focus on Processes as a part of Service Design.

What Are Processes Involved in Service Design and Delivery?

What is an example of service design processes? At a restaurant, processes would include as taking orders, entering orders, serving food, c At a retail store, processes would include stacking of products, billing, inventory, guiding a customer. At a bank, processes would include verification of details, handing over cash and so on

Actions take place either when a service is carried out or in order to support the service. Processes may involve only the employee, or both the employee and the customer. In other words, some processes are behind the scenes and some takes center stage.

Why Is it Important to Build Service Processes?

A service can be carried out without specific, laid-out processes or with vague processes. However, in these cases, the inevitable result is that the outcome will be inconsistent and potentially sub-par, creating low or variable customer satisfaction.

By creating clear, specific processes that incorporate every part of a service, organizations establish a guideline to ensure consistency in service, meeting customer expectations and creating satisfaction. At EHL Advisory Services, we work closely with organizations and assist them in designing their customized – “Book of Hospitality”, a one-stop shop that documents the “what to do” and “how to do” for all possible customer touchpoints as well as back end processes.

4 Success Factors when Building Service Design and Delivery Process

1. focus on the customer.

Look at this from the point of view of the customer. Even before you decide to pen down your processes, the first thing that needs to be mapped out is the Customer Journey – what are the various touchpoints that a customer may have while interacting with your organization in order to experience the product/service.

The idea is to consider the customer journey throughout the service, with a focus on customer needs and expectations during this journey. The processes should focus on adding value without being unnecessary or overly complicated.

• Look for pain points within the customer’s journey and think of ways to making improvements to the experience.
• Look to the parts of the process that may be interfering with the satisfaction of the entire experience.
• Consider asking for customer feedback to narrow down pain points
• When establishing processes in terms of the “what to do” and “how to do”, you may use the SERVQUAL model – an empiric model designed by Zeithaml, Parasuraman and Berry to understand customer expectations before translating them into service quality specifications or processes.

Discover THE Service Excellence Guide: from Service Design to Service Recovery

2. consider the sequence.

When determining the customer’s journey and all the steps it takes to carry out the service, consider the sequence . The service involves steps that are connected and performed in order. It’s important to detail that and include it within the process.

So, instead of simply listing steps that make up the process, list them in order and how they are handed off from one member of the team to the next. For instance, a process in a restaurant could specify:

• Welcoming, greeting and seating the customer
• Introduction of server and the menu/specials of the day
• Taking the order
• Serving the order
• Taking feedback/asking for repeats
• Clearing the order

Creating an effective process includes laying out the steps that make up a service. It may involve adding steps, but it should also include taking away actions that don’t add value or that detract from the value of the customer experience. For example, an action that makes a guest jump through an unnecessary hoop should be removed to improve the experience. Also, take away actions that make carrying out the service more difficult for staff members. The process should focus on simplicity and only what is necessary.

3. Consider Each Staff Role Within the Service

Executing each service effectively depends on numerous roles within the organization, both front stage and backstage. It's essential to determine which role is responsible for which part of the service, and how that role should carry out that part. Giving each role a specific part of the process creates ownership within that role, as well as responsibility for carrying it out and accountability for that stage of the process.

Since carrying out a service involves a number of different roles, it can be extremely beneficial to get feedback on processes from the team members in those roles. This includes different levels of staff members, and those who are front stage as well as backstage.

Also, remember the ability of your staff while designing the process, do not expect your frontline staff to be able to execute complex processes with consistency.

SERVICE EXCELLENCE TOOLKIT With this 7-step process, you will have all the tools you need to master your company Customer Experience.

4. allow for flexibility.

Back end processes can and should be rigid and regimented. When you are settin g them up, keep in mind efficiency and effectiveness, you set up the process to be performed in the simplest manner, for e.g.;- checklists (they essentially need to be followed blindly). However, with front end processes that do involve the customer, always remember that at the end of the day it is a human interaction, establish guidelines as far as the process is concerned and allow for flexibility, allow for your staff to be able to adapt to the situation, do not make front end processes so rigid and regimented that they negatively impact the customer experience. Highly rigid and regimented processes are the door opener for the “I will hide behind the rules” sin as a part of the Seven Sins of Customer Service.

Above all, with processes, make sure that you can streamline (as per the customers’ requirements) and track them.

Overall, service design makes the customer experience the priority and does everything possible to ensure that it is always a positive, and satisfying experience. Back end process support this with efficiency and effectiveness – leading to consistency, front end processes bring in the human element, which can be variable but setting up processes helps achieve some consis tency here as well. You will face situations where processes are not followed and there are service breakdowns - that is where Service Recovery kicks in. Error free service in a high touch industry is close to impossible, which is why what sets organizations apart is how they recover from these breakdowns, our article on a robust Service Recovery Model can give you further insights into this. 

Processes tell everyone on the team exactly what they need to do to meet (and sometimes exceed) the guest’s needs and expectations. This creates customer satisfaction, which is the ultimate goal.

Consultant at EHL Advisory Services

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Public Service and Service Delivery

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• Afeez Kolawole Shittu 2 , 3  

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Civil service ; Performance ; Public policy ; Public sector ; Public service delivery

Public service means the activities and services done in any government capacity in the interest of the public domain and for the benefit of the general public. Such services include policing, defense, healthcare, education, etc.

This is a sector owned or at least controlled by the government to provide services to the public.

This refers to the extent to which the services provided by the listed sectors meet or exceed the expectation of the beneficiaries (general public).

Introduction

The public service in any country of the world represents the machinery of government through which public policies are formulated and implemented. Public service achieves this function by converting government policies and programs into tangible goods and services for the consumption of the citizenry. It is important to note in this entry that there...

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Afeez Kolawole Shittu

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Shittu, A.K. (2020). Public Service and Service Delivery. In: Farazmand, A. (eds) Global Encyclopedia of Public Administration, Public Policy, and Governance. Springer, Cham. https://doi.org/10.1007/978-3-319-31816-5_4005-1

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Service Delivery in South Africa at a Glance

Introduction

Back in 2009, the Constitutional Court stipulated “[w]ater is life. Without it, nothing organic grows. Human beings need water to drink, to cook, to wash, and to grow their food. Without it, we will die.” [i] Fast-forward ten years and sustainable access to sufficient and adequate water is still a major concern for many within South Africa. As a result, some are forced to approach the courts for assistance.

The history of service delivery, or lack of it, in South Africa has been troublesome to say the least. A few weeks ago a general news search of service delivery or local municipalities would have revealed many articles by irate residents about the failures of their municipalities to deliver basic services. Now there is an intriguing High Court judgment in a case involving a local municipality in the North West, the Kgetlengrivier Local Municipality. Residents have finally won. [ii]

Kgetlengrivier Concerned Citizens v Kgetlengrivier Local Municipality

In a case that offers hope to exasperated residents around South Africa, the High Court of South Africa North West Division, Mahikeng granted the Kgetlengrivier Concerned Citizens control of the water and sewage works after an urgent application was launched regarding intermittent water supply and raw sewage running into the Koster and Elands rivers. [iii] The High Court found that the Kgetlengrivier Local Municipality was in breach of “its obligations to prevent contamination of the environment whilst allowing raw sewage to spill”. In addition, the Court found that both the local municipality as well as the district municipality, Bojanala Platinum District Municipality, were in breach of their “constitutional obligations for providing potable water sustainably”. [iv]

This is not the first time the Kgetlengrivier Concerned Citizens have taken control [v] but hopefully this will be the last time. An agreement was reached, and made a court order on 12 January 2021, that an implementing agent must be appointed to run the water and sewage works. [vi] In terms of this agreement Magalies Water has been appointed for the “operation and maintenance of water and wastewater treatment plants for a period of three years”. [vii]

What about residents in other municipalities?

What does this mean for dissatisfied residents in other municipalities? Some residents’ associations are considering, or have implemented, a tax diversion policy, whereby the residents withhold or refuse to pay the rates and taxes to the relevant municipality until such time as that municipality provides the basic services. [viii] One such resident association is the Umdoni Action Group, from Scottburgh. [ix]

As tempting as this approach may seem, it would be inadvisable given the Constitutional Court’s ruling in Rademan v Moqhaka Local Municipality . [x] In this case, the Constitutional Court found that a municipality may consolidate the different components of a resident’s account and as such the resident’s electricity supply may be cut where payment of rates and taxes have been withheld despite the electricity account having been paid. [xi] Notwithstanding the Court providing that “[t]here is no obligation on a resident, customer or ratepayer to pay the municipality for a service that has not been rendered” [xii] a resident would have to be able to show that no services were rendered by the municipality at all. Since the writing of this brief, it has come to the HSF’s attention with great sadness that Mrs Olga Rademan, a citizen activist who refused to stay quiet in the face of her municipality’s failures, has unfortunately passed away. She must be remembered for her commitment to standing up for what is just.

In Pietermaritzburg, emboldened by the success of the Kgetlengrivier Concerned Citizens, the Msunduzi Association of Residents, Ratepayers and Civics has indicated that they are considering their available options, including approaching the courts, given the state of degradation of service delivery in the area. [xiii] Their position may be justified. The South African Human Rights Commission launched a court application last year over the Msunduzi Municipality’s control and management of the New England Road Landfill Site being a violation of the “right to an environment that is not harmful to their health or well-being” as contained in section 24 of the Constitution. [xiv] Not to mention that the municipality has been paying the salary of 121 “employees” who are either dead or who have resigned. [xv]

Similarly, the Centre for Good Governance and Social Justice, a newly formed NGO in the North West, has tried nearly every avenue at its disposal to hold the Mamusa Local Municipality to account for its consistent failures and degradation. Frustrated with the total lack of regard that the municipality has for its citizens, the Centre has approached the President as well as the South African Human Rights Commission for assistance. It has also instituted action against the municipality to remove the newly appointed municipal manager who, despite his previous removal from the post and a legal opinion finding he was unqualified, was reappointed to the position. Not leaving a stone unturned, the Centre has indicated that it is currently considered legal action similar to that as was taken in Kgetlengrivier. [xvi]

Recently, the South African Human Rights Commission has released a 100 plus page report wherein it finds that the Emfuleni Local Municipality is guilty of violating multiple human rights in its failure to prevent raw sewage from contaminating the Vaal River and Dam. [xvii] This includes a violation of the right to dignity, [xviii] freedom and security of the person, [xix] the environment, [xx] property; [xxi] health care, food, water and social security; [xxii] children; [xxiii] and just administrative action. [xxiv] These findings, like that of the Kgetlengrivier case, indicate that there is an urgent need to address failures in service delivery.

In this report the South African Human Rights Commission recommends administration [xxv] . However as can be seen from Kgetlengrivier case, where the whole province is already under administration, [xxvi] this may not always be an adequate solution.

Local municipalities have faced a tough few weeks with findings of violations and reports of service delivery failures being repeatedly highlighted in the media. Whether other residents of failing municipalities will be able to achieve similar results is unknown, but it is not hard to imagine, given current reports, that there are other areas in comparable, if not identical, situations to those faced by the Kgetlengrivier Concerned Citizens. While it may not be as simple as merely approaching the court for an order as the precedent currently set means only the North West High Court is bound by the previous decision, but the case can definitely be considered to have persuasive value. But something needs to change. And until such time as local municipalities are able to deliver adequate services there seems little recourse other than legal action.

Chelsea Ramsden Legal Researcher [email protected]

[i] Mazibuko v City of Johannesburg [2009] ZACC 28 para 1.

[ii] See C Ryan “North West Residents Take Matters into Their Own Hands, and Get Court’s Blessing” (9 February 2021) available at https://www.moneyweb.co.za/news/south-africa/north-west-residents-take-matters-into-their-own-hands-and-get-courts-blessing/; P du Toit “Friday Briefing Taking Charge: How North West Residents Took on a Municipality and Won” (19 February 2021) available at https://www.news24.com/news24/opinions/fridaybriefing/friday-briefing-taking-charge-how-north-west-residents-took-on-a-municipality-and-won-20210219.

[iii] The Kgetlengrivier Concerned Citizens were, in terms of the court order dated 18 December 2020, entitled to take control of the water and sewage works if the local municipality failed to rectify the sewage spillage and provide potable water within ten week days of the order. The Kgetlengrivier Concerned Citizens took control on 7 January 2021.

[iv] Court order dated 18 December 2020 paras 4 and 13 respectively.

[v] Ryan note ii above that provides that urgent court orders were obtained in June 2018 and February 2020 granting the community control of the plants until they were up and running again.

[vi] Court order dated 12 January 2021 para 2.

[vii] Statement of MEC Mmoloki Cwaile on Kgetlengrivier Local Municipality Court Order (14 January 2021) available at https://www.gov.za/speeches/mec-cwaile-kgetlengrivier-local-municipality-court-order-14-jan-2021-0000#.

[viii] C Ryan “The Revolt of the Ratepayers” (10 February 2021) available at https://www.moneyweb.co.za/news/south-africa/the-revolt-of-the-ratepayers/.

[x] [2013] ZACC 11. See the HSF’s previous brief by K Premhid “Service Delivery: What Does the Constitutional Court Say?” available at https://hsf.org.za/publications/hsf-briefs/service-delivery-what-does-the-constitutional-court-say.

[xi] Rademan paras 32-3.

[xii] Ibid para 42.

[xiii] T Magubane “Msunduzi Ratepayers Threaten Legal Action Over Poor Service Delivery” (2 February 2021) available at https://www.iol.co.za/mercury/news/msunduzi-ratepayers-threaten-legal-action-over-poor-service-delivery-84abb798-3523-4797-9910-bae058c547a4 . See also Ryan note vii above.

[xv] T Magubane “Msunduzi Council Haunted by More Than 100 Ghost Employees” (25 February 2021) available at https://www.iol.co.za/mercury/news/msunduzi-council-haunted-by-more-than-100-ghost-employees-f1426fec-01d0-4e42-b45d-9fda08aa667b.

[xvi] C Ryan “Another Citizen Group Takes its Local Municipality to Court” (26 February 2021) available at https://www.moneyweb.co.za/news/south-africa/another-citizen-group-takes-local-municipality-to-court/.

[xvii] Final Report of the Gauteng Provincial Inquiry into the Sewage Problem of the Vaal River (17 February 2021) available at https://www.sahrc.org.za/home/21/files/The%20Vaal%20Inquiry%20Final%20Report_17022021.pdf.

[xviii] Ibid para 11.3.1. See the Constitution, section 10: “Everyone has inherent dignity and the right to have their dignity respected and protected.”

[xix] Ibid para 11.3.2. See the Constitution, section 12(e): “Everyone has the right to freedom and security of the person, which includes the right not to be treated or punished in a cruel, inhuman or degrading way”.

[xx] Ibid para 11.3.3. See the Constitution, section 24(a): “Everyone has the right to an environment that is not harmful to their health or well-being”.

[xxi] Ibid para 11.3.4. See the Constitution, section 25(4)(b): “property is not limited to land”.

[xxii] Ibid para 11.3.5. See the Constitution, section 27(1)(b): “Everyone has the right to have access to sufficient food and water”.

[xxiii] Ibid para 11.3.6. See the Constitution, section 28(1)(d): “Every child has the right to be protected from maltreatment, neglect, abuse or degradation”.

[xxiv] Ibid para 11.3.7. See the Constitution, section 33(1): “Everyone has the right to administrative action that is lawful, reasonable and procedurally fair”.

[xxv] Ibid paras 12.10-11.

[xxvi] A Makinana “Government Extends its North West Intervention by Another Three Months” (15 February 2021) available at https://www.timeslive.co.za/politics/2021-02-15-government-extends-its-north-west-intervention-by-another-three-months/.

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Poor service delivery deprives people of dignity and their basic human rights

Service delivery protests have long been part of South Africa’s fabric. It is a constitutional right in this country to protest, and for many it feels like the only way they can get the government to sit up and take notice of the service delivery issues in their communities. 

The South African Police Service (SAPS) Incident Registration Information System (IRIS) documented 909 service delivery protests that took place between August 2020 and January 2021, with the COVID-19 pandemic doing little to stop them. Almost every week, the media reports more and more incidents of service delivery protests across the country. Yet, protests seem to do little in the way of prompting the government into action to improve service delivery. 

Recently we saw escalating violence in Harrismith where residents are fed-up and angry about the state of service delivery. Many reported protests in the Eastern Cape have been around poor sanitation – from sewage overflowing , to residents required to relieve themselves in bushes due to the lack of sanitation infrastructure and pigs eating their excrement .

Amnesty International South Africa’s team held a brainstorming discussion on the topic of service delivery in the country. Some of the thoughts and phrases captured were: people suffering; failure by government; lazy officials; corruption; ineffectiveness; inequality; bad quality; and as George Orwell wrote: “all animals are equal, but some are more equal than others”. 

Nationally, service delivery leaves much to be desired. Access to basic services in South Africa is largely crippled by the mismanagement of public funds, a lack of prioritisation by government, and a legacy of spatial segregation and unequal development, at the local level.

With a housing backlog growing at a rate of 178,000 per year, the announced budget cut for the Department of Human Settlements of R486.9 million over the next three years is frightening.

According to the National Water and Sanitation Plan , in some municipalities, only 50% of residents have access to adequate sanitation facilities; sanitation facilities in at least 26% of households within formal areas do not meet the required standard due to crumbling infrastructure; over 3 million people do not have access to basic water supply; and only 64% of households have access to a safe and reliable water supply. In a world battling a deadly pandemic, where water and sanitation is crucial for the protection of human health , these figures are a stark reminder of the increased risk millions of people are faced with due to basic service delivery failures. 

With frustration, disappointment and desperation growing day-by-day and spilling over into both peaceful and violent service delivery protests, when will the government take heed? Does it take a multi-million-rand company leaving an area after years of service delivery issues for local government to finally spring into action, as is the case with the Clover factory currently moving its operations from Lichtenburg in the North West to Queensburgh in eThekwini? Are the voices of their constituents not enough? Is their oath to “solemnly promise to perform [their] functions and duties as a Councillor of [municipality] to the best of my ability”, as well as their constitutional mandate to “promote a safe and healthy environment”, not enough for them to take action and develop functioning municipalities fit to live in?  

The demands are simple – water, housing, sanitation, road repairs, electricity, and street lighting. Is this too much to ask for, when people living in South Africa are constitutionally entitled to have their basic needs met? 

At AISA, we went back to basics to ask ourselves why service delivery is important. The answers — it is to live a life with dignity; to live in a safe environment; for people to access and realise their basic human rights enshrined in international and national legislation; to reduce poverty; to raise the living standards of the poor majority; and for greater equality. 

While this is not an exhaustive list by any means, it is for these reasons (and more) that we must remind duty bearers that, not only do they have a constitutional mandate to uphold in providing effective service delivery, but a moral and ethical one too. 

Local government officials must take their oath seriously and fulfil their constitutional mandate to provide basic human rights and services, such as housing, water and sanitation, so that all who live in South Africa can live a life of dignity, equality and safety.

With local government elections currently scheduled to take place on 27 October this year, we have an opportunity to make our voices heard. AISA is launching a campaign this week, to call on the Department of Cooperative Governance and Traditional Affairs, as the body overseeing municipalities, to ensure that all municipalities fulfil their constitutional mandate to provide basic services to everyone in South Africa.

Through the campaign we will be highlighting the current status of service delivery as it pertains to housing, water and sanitation; failures by local government to live up to their promises; and calling for transparency in the management of public funds and decision making, accountability to commitments made to ensure equitable delivery of basic services, and access to information to promote active citizenry, to be prioritised by municipal officials.

The delivery of basic services is directly correlated to the attainment of basic human rights. It is time for us to take a stand and ensure that elected officials truly represent their constituents’ needs and that human rights are being upheld.

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Service Delivery and Customer Experience - Analytical Essay

Introduction.

Ensuring that customers get what they want is called a service quality. Managing service delivery is the single most effective mean for differentiation among companies. Technologies and travel industry development bring people and products even closer. Service operations managers should make increasing customer participation in quality service delivery a major goal if they want to stay competitive on the market. The impact of customer participation in service delivery on perception of the quality of the product is not absolutely researched yet. There is a tendency that increased level of customer participation in the services that are familiar for customer, will lead to higher perceived quality of service delivered.

Service Delivery and Customer Experience

Rapid developments of self – service technologies are becoming the main service delivery channel in recent years. The customer participation is service process is quickly increasing due to this reason. Service operations managers need to decide to which extend the customer is involved into delivery process. It is expected that in nearest future only two extreme formats of delivery will prevail: complete employee service and complete self – service. The mixture of these two extremes is still present in businesses today, even though the increasing self-service delivery will change the situation.

Customer’s involvement is usually mandatory, obligatory for the delivery processes. However, the service operations manager needs to know very well the specifics of service product: the level of necessary customer involvement will vary depending on this. There are cases when customers provide only minimal assistance throughout the process: they stay passively preoccupied. Nevertheless, in most cases customers substitute employee service with the self-service: they play active roles. Especially recently, customers tend to be more active in self – service.

Increasing customer involvement has a lot of benefits as practice has shown. For example, Internet auctions and Internet banking are all self – serviced. Such new business models (aimed at using full customer self – service) have great success in establishing their market position and achieving greater market share. There is a growing competition between these emerging self – service based companies and traditional employee based service companies.

For example, Internet stock trading companies – customer trading stocks successfully competes against traditional brokerage companies – employee trades for customers. In this example, the outcome of the competition is obvious - the workload between the company and customer (serf – service) is a decisive factor. The expenses for hiring new employees for service delivery are absent. The company gets pure income. This is another reason why service operations manager should try to increase customer participation as much as possible.

The difference in the proportion of workload which is outsourced tot eh customer or end user influences the company’s service delivery process and infrastructure as well as costs’ reduction. In addition, the impact of increased customer participation in the delivery process on the service quality is defined by the self – service level. Customer’s self –service is an important, sometimes even bigger, part of the service. Productivity and customer efficiency also has influence on service quality and expected demand. When a customer participates in the process, the perceived value of the service is increased many times, because customer himself has done something by himself.

As a result, customers increasing participation in the service processes will bring changes on the market with high competition level. There are many questions to be answered before the company decides to use full self – serviced delivery. Among them are: Will the self – serving companies be able to gain enough of market share to be competitive on the market compared to traditional approaches? How will this result be achieved by self – serviced companies? Who will be the leader: new approaches to delivery or traditional ones? What are the advantages and disadvantages of each service delivery approach? These questions can be answered only by the service mangers that have tried both approaches and found out which one is better.

The role self – service and customer in the process of delivery is very important, because the customer creates the value of the service by himself. He is the one responsible for the delivery quality and there is nobody else to blame for faults. Outsourcing delivery of service to customers gives competitive advantage to the company. People like to be involved in the process which will bring benefit to them; they are doing it not for somebody else but for themselves.

Service manager needs to decide what services can be outsourced or what amount of this service delivery can be handles by customers. If the service is not very complicated or difficult to do and does not require highly specialized skills it can be outsourced to customers. In addition, even if some knowledge and expertise is required in service delivery it still can be outsourced: customer needs to be provided with certain information on how to accomplish the task.

There was a mathematical model developed on how to calculate profit levels of two companies: one using full self – service delivery and the other using full –service. The research resulted in the interesting finding that the optimal, the best proportion of the workload to be outsourced is 0% or 100%. If the number is somewhere in between, the company may even encounter minimization of the profit figure. The service operations managers, therefore, have a choice of two options: to outsource as much of service delivery as possible or continue using traditional service delivery approaches. Also research has shown that companies with self – service had higher income rations than the ones with full service due to the absence of expenses for having employees to deliver this service to customer.

The key characteristic of the service delivery is the combination of simultaneous production and consumption. Customers get involved in the process so they influence the outcome of the quality of service delivery and the satisfaction by it. Before the service transaction can be completed, the customer needs to contribute some information or effort. The quality, therefore, depend on this information or effort of the customer.

Because services are intangible, there is always a risk associated with the service delivery. Introducing self - servicing, attributes part of this risk to customer’s role. For this reason, the service operations manager needs to try to increase the level of customer participation. However, the service provides will always risk in this situation in the control over the encounter cannot be ensured with relying on customers to perform the task of delivering service.

The most important issue of the customer participation are the roles which customers take in the service delivery. It is important for service managers to remember that customer comes to a service encounter with an idea in mind about what their role should be in this cooperation. This idea might have been derived from previous experience with similar services. Most often customer knows what to do because he has seen it in the advertising, on television or heard through word – of – mouth. It is also important for service manager to know and make necessary adjustments, that not all customers will come with correct and the same understanding of their roles. Necessary facilities need to clearly explain what should occur.

Roles also have important involvement of control issues. Clear communication of the information and mutual understanding of the roles which each party needs to perform will clarify the amount of control each party has. It is a proven fact that this mutual understanding between parties resulted in higher satisfaction received from service if both parties understood beforehand what their roles should be. There are a couple of strategies proposed which help service managers to manage customer participation. For example, telling customers in advance what are their expected roles. The customer needs prior training in operational procedures – this will increase the satisfaction level of service delivered.

Although there has been a lot of discussion in the literature about the customer participation in service delivery, the definition and management of the roles needed in the participation are still unexplored. However, it is a fact that if individuals have no necessary information about their roles and roles of service provider, they will get involved in coping others that can result in anxiety and higher dissatisfaction level.

The control that customers feel during their participation in service encounters influences the level of satisfaction they receive from service. Service operations manager needs to know how to increase this satisfaction. One way is to offer alternatives, choices within the servicing setting. For example, remote availability of electronic resources, photocopying of printed materials and self – servicing facilities, reference consultation on – site or by telephone.

The problems in service encounter usually appear because of the conflicts: who has more control in the service interactions. Both customer and provider of service have a need for control. It is generally accepted that customer participation has positive impact on both providers and customers. Here questions start to appear: how this positive participation can be stimulated and managed? Service manager needs to know how to manage customer participation in service encounters to have beneficial outcomes for both sides. Service providers must develop mechanisms and find ways to make sure that customers know what is expected from them and put effort to facilitate the outcome.

Customers need to be empowered to co-produce their own experience. Increasing customer involvement brings cost and convenience benefits for organization and customer himself. Service manager needs to remember that the greater the involvement of the customer in the service delivery, the greater the likelihood that this experience will meet expectations of both company and customer. If it does not happen, the customer also bears the part of responsibility and the service provider is not the only part to put guilt on.

Introducing self – serving methods of service delivery, company will gain loyalty from those customers who think of themselves as part of the organizational family. Moreover, through communicating with customers, service provider may directly learn defects of service and have immediate feedback about what should be done to improve.

It is important to understand that service is a not just a delivery of product, it is a process, a deed, a performance and effort from both provider and customer. It goes beyond the first encounter with a customer; it builds relationship between the company and society represented by this customer. Service operations manager should be aware that they do not only create the economic value for the firm but also social value for the customers. Customers have expectations that their rights are respected and the company needs to stick to ethical standards and contribute to the development.

It is impossible to quantify the value of service delivered, but the value of quality it adds to the company is obvious. The managing delivery quality is equally important as increasing customer participation in the process. It has a significant impact on whether this person, this customer will deal with the company again, use its service or not. It is not a secret for anybody that negative word - of – mouth is the strongest factor that can lead to very high loses of company. It is very hard to recover from negative image, it needs big investment (additional expenses) and a lot of time of top management (time is money). That is why service managers are primary responsible for creating the positive image through higher involvement of customers into service delivery process.

Effective service delivery is not only the process of exchanging values, the performance of other supporting activities is even more important. Among these activities are provision of information and advice, responsiveness to customer needs, handling complaints and common courtesy. It is understandable, that all these activities are easier to perform when delivery is full – serviced or at least half- serviced. When participation of customer is increased the involvement of trained personnel is limited to minimum. In this situation customer must have access to information they need, way to express complains and give recommendation if they have one in their mind.

Each good service manager should understand how customers derive utility form the service. These are factors underlying service delivery: (1) understanding how the organization can produce and deliver this utility tot eh ultimate consumer, (2) understanding how the organization needs to be managed to add value to the service delivered (increasing customer satisfaction), and (3) enabling the organization to meet its objectives to both customers and company itself.

Increasing customer involvement into process of service delivery will become number one objective for service managers it the companies that wants to stay competitive on the market when new technologies are developing very quickly. As this paper has shown customer participation has many benefits not only for the company but also for the customer himself. Decreasing labor costs for provider and increasing user satisfaction are the most important factors.

Fitzsimmons, J.A. & Fitzsimmons, M.J. (2004). Service Management Operations, Strategy and Information Technology, 4th ed, McGraw-Hill, USA

Bateson, J. E. G. (1985). “Perceived Control and the Service Encounter.” J. A. Czepiel, C. A. Surprenant, & M. R. Solomon (Eds.), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses (pp. 68-72). Lexington: Lexington Books.

Dean, A. (1997). “The Impact of Consumer Participation on Perceived Service Quality”. Monash Working Paper Series, (24), Melbourne: Monash University,. Department of Management.

Dellande, S. & Gilly, M. (1998). “Gaining Customer Compliance in Services.” T. A. Swartz, D. E. Bowen & S. W. Brown (Eds.), Advances in Services Marketing and Management: research and practice. (v. 7, pp. 265-292). Greenwich, Conn., JAI Press

Faranda, W. T. (1994). Customer Participation in Service Production: An Empirical Assessment of the Influence of Realistic Service Previews. Unpublished doctoral dissertation, Arizona State University, Tempe, Arizona.

File, K. M., Judd, B. B., & Prince, R. A. (1992). “Interactive Marketing: the Influence of Participation on Positive Word-of-Mouth and Referrals.” Journal of Services Marketing, 6(4), 5-14.

Mills, P. K., & Morris, J. H. (1986). “Clients as 'Partial' Employees: Role Development in Client Participation.” Academy of Management Review, 11(4).

Mohr, L. A., & Bitner, M. J. (1991). “Mutual Understanding Between Customers and Employees in Service Encounters.” Advances in Consumer Research, 18

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The Journal for Transdisciplinary Research in Southern Africa    |    ISSN: 1817-4434 (PRINT)    |    ISSN: 2415-2005 (ONLINE)

ISSN: 2415-2005

Optimize the Service Delivery Management Process With Best Practices and a Free Template

By Kate Eby | May 1, 2024

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As-a-service products — such as software as a service — have never been more popular. To increase client retention and operational efficiency, you need strong service delivery management (SDM) to meet your schedule, your budget, and your standards.

Included on this page, you’ll find an overview of SDM components , a guide to the standard SDM process , a free SDM plan template with sample data , and a list of real-world examples of effective SDM .  

What Is Service Delivery Management (SDM)?

Service delivery management (SDM)  is the process of overseeing and coordinating the delivery of services to customers. The goal of SDM is to consistently meet customer expectations in terms of timeline, cost, quality, and performance. SDM is a more formal extension of strong client management, which shares the goal of delivering consistently on client expectations. To learn more about providing top-notch customer service, see this comprehensive  guide to field service management and this  article on the basics of client management .

Chris Estrada, Founder and CEO of  Nationwide United Auto Transport , integrates SDM into his leadership. “Service delivery management orchestrates the seamless execution and delivery of services, ensuring customer satisfaction and operational efficiency,” he says. “Unlike IT project management, which focuses on specific tech projects, service delivery management encompasses a broader scope, including ongoing service performance and quality assurance.” SDM is a critical pillar of operational excellence. Learn more in this  guide to operational excellence . It’s important to note that service delivery management can also apply to IT-specific projects. Often referred to as  information technology service management (ITSM) , this approach aims to ensure that clients have the necessary resources to operate IT services — whether software, hardware, or network-related — with minimal help from technical specialists. In IT projects, SDM involves managing communication channels between IT teams and the client. Challenges frequently arise when the client lacks IT experience or confidence with the technology, and therefore can’t fix technical issues on their own. Given the critical role of IT systems in the day-to-day activities of any organization, maintaining strong and reliable communication is crucial. 

Arjun Naik is a technical lead at First Citizens Bank and has ample experience with service delivery management in IT settings. He says, “Service delivery management is a technique-oriented method to manage the transport of offerings to clients. It focuses on making sure that IT offerings meet the agreed-upon carrier degrees, first-class standards, and business requirements at the same time as maximizing purchaser pleasure. "This article will mainly focus on non-IT SDM. To learn more about ITSM, see this  guide to the IT infrastructure library (ITIL) framework .

Main Components of Service Delivery Management

The four key components of service delivery management are service culture, employee engagement, service quality, and customer service. While sales and support staff interact with customers the most, service values must be upheld across every department in the organization. Here is more information about each of the four components:

• Service Culture : Service culture refers to the standard of service set by company executives that guides values and behaviors within an organization. The service culture informs how teams manage client relationships, product and service delivery, and internal and external communication. Remember: Just because management doesn’t directly interact with the customer doesn’t mean they are exempt from the company’s service culture values.  
• Employee Engagement : Employee engagement refers to the level of commitment and enthusiasm with which employees uphold the service culture of the company. Human resources and middle management are responsible for modeling the values defined by upper management to increase employee engagement.  
• Service Quality : Service quality involves defining the strategies and processes that teams will use to deliver value to the client. This means setting standards for communication, company representation, delivery methods, ongoing support, and more. In effect, this step is the foundation of the customer experience, as it directly influences what the customer interacts with.  
• Customer Service : Customer service includes all client-facing communication, materials, and delivery of products or services. This component focuses on providing clients with the expected value and equipping them with the education or additional materials needed to get the most out of the service. As an ongoing component of SDM, customer service includes general account management, continuous improvement, and activities such as service testing, issue resolution, upgrades, or retirement of services.

SDM for IT projects includes similar components, but they are more technical and specialized. The main components for IT project service delivery include service desk management, incident management, availability management, capacity management, reporting and review, IT systems financial management, and IT continuity management.

Service Delivery Management Model and Framework

It’s important to define a service delivery model or framework so that your customers can expect the same, top-notch service in every engagement. Doing so improves client relationships and customer retention, while saving you time and money since you don’t have to reinvent the wheel with every new customer or service engagement. When setting up your SDM framework, always look at it from the client’s perspective. This ensures that you build a model that serves the client’s desired outcome, not just your operational efficiency.

Service Delivery Management Process

The service delivery management process includes defining objectives, planning resources and workflows, setting communication norms, developing an implementation plan, and holding relationship evaluations. An effective process addresses all four components of SDM. Below are the steps in the SDM process:

Define Objectives : What outcome are you solving for? What are the client’s expectations? You can find these answers in your service-level agreement (SLA) and your project plan. A strong project plan will clearly define objectives, scope of work, service delivery processes, and roles and responsibilities. You should also include key performance indicators (KPIs) so that all parties agree on the metrics of success. 

Together, your SLA and the project plan outline your contractual obligations in terms of timeline, cost, quality, and performance specifications.  

• Plan Resources : Once you define your deliverables, it’s time to allocate resources. This includes any resources needed to build the product or deliver the service, as well as personnel and tools needed to facilitate strong customer service and communication.  
• Establish Specific Processes and Workflows for Each Client : Part of the SDM process requires defining subprocesses that you will follow for each particular client. How will you coordinate meetings, communication, and delivery of the product or service to the client to meet their specific expectations?  
• Define Communication Norms : Each client is different, and it’s up to you to define communication standards that meet each customer’s needs. How often will you check in and on what platforms (video meetings, chat services, email, etc.)? Part of strong service delivery management is transparent communication throughout the course of the relationship. Keep clients informed of any delays or issues that arise, and get their signoff before proceeding in new directions.  
• Make an Implementation Plan : In this step, define what delivery will look like. How can the client expect to receive the final product or service? Consider any work interruptions, and communicate expectations with the client. Also consider any education the customer might need at the time of service delivery, and set aside time to train them on how to use, monitor, and seek assistance for the new service.  
• Make a Plan for Problem and Incident Management : Define how you and the customer will manage any issues that arise with your product or service. How will they document the issue (e.g., using a ticketing system or other incident report management tool)? Who will be their point of contact going forward? Are there expectations on issue resolution time? This is a huge piece of customer service, so you should plan it early in the process.  
• Review and Evaluate the Relationship : As with any project, you need to continuously monitor performance. In this case, performance refers to both the quality of the product or service and the client relationship itself. Check in with the client regularly. This might be as casual as requesting impromptu feedback or as formal as an audit of your SLA.

Remember: The best way to improve client retention is to live out the service culture defined by your executives and continually re-invest in relationships.  

Free Service Delivery Management Plan Template

Download a Service Delivery Management Plan Template With Sample Data for

Microsoft PowerPoint | Google Slides

Download a Blank Service Delivery Management Plan Template for

Microsoft PowerPoint | Google Slides  

Use this free template to guide your SDM process. It includes fields for each essential process of your plan, as described above. Additionally, there is space to document the service culture, ensuring that your plan embodies your organization’s values. We’ve included a template with sample data — for an ad agency providing creative assets to a tech company, which you can use as a guide for your own SDM planning. There is also a blank version for you to write your plan from scratch.

Service Delivery Management Best Practices

Effective service delivery management is essentially strong relationship management. SDM best practices include listening to your customers, setting clear expectations, communicating effectively, and continually monitoring performance. By doing so, you can ensure consistent delivery of high-quality services. Here are some key service delivery management best practices:  

• Create a Clear SLA : At the outset of the new client relationship, create a service-level agreement (SLA). By doing so, you ensure that all parties are on the same page and you set clear expectations concerning quality, performance, timeline, and budget. You can refer back to the SLA upon delivery to ensure that all parties fulfilled their responsibilities and are satisfied with the results.  
• Maintain Strong Communication : Communication is a central tenet of SDM and overall customer experience. Define communication norms, and regularly meet with your customer to address concerns, share updates, and maintain a strong personal connection.  
• Overestimate Resources : In your SLA, overestimate the resources you’ll need to complete the job. It’s better to build in a buffer in the initial contract than to end up going over schedule and budget, which risks additional project delays and might weaken your relationship with the client.  
• Get Feedback From Your Client : Seek direct feedback on your communication, quality of service, and deliverable quality from your client. If possible, hold a formal evaluation or project post-mortem, and discuss what went well and what could have gone better.  
• Remain Flexible : Don’t become too rigid in your processes. Remain flexible so that you can meet the client’s needs in terms of communication, processes, timeline, and exact deliverables.  

Estrada says that many teams overlook the importance of adaptability and flexibility when defining their plan. “This can lead to missed opportunities for optimization,” he explains. “Establish transparent communication channels, continuously monitor and adjust your service delivery to meet customer expectations, and leverage feedback for improvement.” 

Service Delivery Management Examples

Service delivery management is an aspect of any client-service provider relationship. Examples of SDM projects include SaaS services, employee onboarding, and legal services. The most common industries that use SDM include legal services, consulting, accounting, marketing, and IT. Here are some examples of service delivery management projects in the real world:  

• Installing SaaS Products : Any software-as-a-service (SaaS) product — including project management software, collaboration tools, and communication tools such as chat and video meeting services — needs to be deployed effectively. In these scenarios, successful service delivery management ensures that the service provider deploys the SaaS tool on time, with the agreed-upon budget and specifications — such as number of users, capabilities, and premium add-ons. You are also responsible for any training or ongoing support the client might need to use the tool.  
• Employee Onboarding : Service delivery management is an important part of internal processes too. When onboarding new employees, your organization should have a reliable process in place to acclimate newcomers to your company culture, tools, and key points of contact, in addition to training them for their specific role. In this case, the service in question is the onboarding experience and ongoing HR support, so make sure it lives up to your company’s values and standards.  
• Legal Services : Companies and individuals contract with legal service providers for a number of services, including contract creation, document verification, and compliance audits. Organizations can seek legal services from law firms or alternative legal service providers (ALSPs), but note that ALSPs typically cannot represent clients in court proceedings.  
• Accounting Services : While larger companies typically have in-house accounting departments, many small companies or individuals seek external accounting services for help with taxes, payroll, and other financial management tasks. As with legal services, it’s important to define the scope of work with an SLA upfront because the service is intangible (i.e., there won’t be a delivery of a physical product or tool).  
• Health Services : Health service providers offer an array of health-related services, including appointment scheduling, connecting patients to medical providers, managing insurance compliance, and more. The relationship between patients and health service providers — such as medical professionals, insurance companies, and hospitals — is an ongoing, evolving partnership.

Service Delivery Management Case Study

Chris Townsend is a relocation specialist with  Three Movers . He shares the following real-world case study from his experience coordinating cross-country moves. “In our moving business at Three Movers, our unique case study involves a high-profile client move with tight timelines. By implementing agile SDM practices, including client collaboration and risk mitigation, we exceeded expectations,” he states. “Regarding specific project plans, the key lies in adaptability and meticulous planning.”

Benefits of Service Delivery Management

Service delivery management enhances operational efficiency, builds strong client relationships, increases customer retention, and improves the bottom line. The best way to attract more clients is to build a strong reputation with exceptional products, services, and customer service. Here’s a bit more detail on the top benefits of instituting a strong SDM process:  

• Improve Client Retention Rate : Clients are much more likely to continue working with tools when they feel supported in deployment, installation, and continual upgrades.  
• Differentiate Your Brand Through Strong Customer Service : When clients have a great time working with you, your company’s reputation improves, which leads to new clients and more business. Client-facing work is a key place to prove your company’s stated values so that you can differentiate the company through quality work.  
• Deliver New Systems Faster: When you have a reliable process for implementing and checking new services, you’ll reduce the time spent on each individual installation or system upgrade.  
• Reduce Costs : Effective service delivery management allows you to do more with less. This means you’ll spend less money responding to one-off concerns.  
• Ensure Smooth Technology Onboarding and Transition : Whether your IT team is responsible for onboarding your internal, non-technical teams or implementing new technology for clients, strong SDM will smooth out the entire process. In turn, this reduces time and cost spent answering questions or fixing issues that you could anticipate and solve for upfront.  
• Inspire Confidence in Non-IT Teams : Strong SDM processes make it simple for non-technical team members to ask questions, report issues, and deal with IT directly. This can also reduce day-to-day reliance on the IT team to fix small problems.

Benefits of Using Service Delivery Management Tools

Several tools are available to help you streamline and elevate your service delivery management process. Tools range in capability depending on your needs — from simple project management tools to incident report management. Here are some of the most common types of tools you can use in an SDM context:  

• Customer Relationship Management (CRM) Software : You can use CRM tools to store, organize, and manage client contact information and other account details. By doing so, you can provide the highest-quality support and services for the duration of the relationship.  
• Project Management Tools : You can also use PM software to manage customer relationships and track the history of services provided. Project management tools allow you to create detailed project plans so that all parties are on the same page. More sophisticated PM tools include capabilities to track incidents, monitor performance, and create dashboards and reports.   Learn more about how you can use Smartsheet, a collaborative work management platform, with these  IT operations management tools  
• Communication and Collaboration Tools : At the most basic level, make sure you have tools in place to quickly and effectively communicate with your clients or internal teams when issues arise. These could be instant messaging apps, video meeting tools, email, or other collaboration tools.  
• Incident Report and Resolution Software : These tools allow you to capture, track, and report on any incident or issue that arises during the relationship, including system issues, delays, or even a poor customer service interaction. Then, you’ll have an accurate log of all incident report history.   
• Performance Monitoring Software : This allows you to keep an eye on your system performance and, in some cases, respond to issues directly. These tools might include automatic alerts, tracing systems, and dashboards for easy reporting.  Performance monitoring software  is a general term, so make sure you select a tool that directly addresses your needs.  

“In my experience, employing a specialized software such as an integrated service management tool greatly enhances control and visibility over all aspects of service delivery, from ticketing to performance analytics,” says Estrada. “It's vital to choose tools that offer scalability, user-friendliness, and comprehensive integration capabilities to support all service delivery facets.” Townsend echoes this idea. “Prioritizing user-friendly platforms that enhance collaboration is crucial,” he says. “We've found success with software that integrates scheduling, communication, and tracking. In your search for SDM tools, consider scalability, user interface, and adaptability to your specific industry nuances. Remember, the human element remains paramount, as successful service delivery is ultimately about meeting clients' needs with efficiency and care.”  Additionally, make sure to choose user-friendly programs. This reduces the time and money spent training teams to use the tools and increases the chances that people will actually use them. Learn more about  these sophisticated service delivery solutions to help you standardize and automate workflows, optimize resources, and deliver value more quickly. 

Use Smartsheet to Elevate Your Service Delivery Management Process

From simple task management and project planning to complex resource and portfolio management, Smartsheet helps you improve collaboration and increase work velocity -- empowering you to get more done. 

The Smartsheet platform makes it easy to plan, capture, manage, and report on work from anywhere, helping your team be more effective and get more done. Report on key metrics and get real-time visibility into work as it happens with roll-up reports, dashboards, and automated workflows built to keep your team connected and informed.

When teams have clarity into the work getting done, there’s no telling how much more they can accomplish in the same amount of time. Try Smartsheet for free, today.

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The impact of municipal infrastructure in basic service delivery in South Africa

Effective and reliable service delivery is one of the biggest challenges South Africa faces. This is largely due to the municipalities across the country not having the required resources to fulfil the delivery of basic services to communities within which they operate. By lacking in resources, it derails economic development and growth opportunities in poor communities.  

What is service delivery

In essence, service delivery refers to the distribution of basic services such as safe water supply, electricity, health services, roads, street lighting, traffic controls, refuse collection, sewage disposal and maintenance, as well as municipal parks and recreation.  The importance of service delivery falls on municipalities as they are directly responsible for maintaining healthy living conditions and improving the quality of life for communities. 

According to the South African Constitution Act No. 108 of 1996 , the duties of municipalities are to “structure and manage its administration and budgeting and planning processes to give priority to the basic needs of the community. And, to promote the social and economic development of the community.” The duties also include participating in national and provincial development programmes, which play a key role in economic growth.  

What are the effects of poor service delivery?

Poor service delivery and general poor government services lead to the decline of resources, zero job opportunities, job losses and overall poor living conditions. However, the service delivery issues in South Africa begin with the lack of adequate infrastructure. 

This refers to the fundamental systems and facilities needed to connect to the supply chain necessary for economic activity and function. Poor service delivery in municipalities is caused by numerous factors, for instance, municipalities are not financially self-sufficient and lack the necessary infrastructure and resources to carry out their duties to the larger public.   

DBSA’s contribution to the municipalities

Our role as the Development Bank of Southern Africa (DBSA) includes providing under-resourced municipalities with service management; infrastructure development and infrastructure budget financing. To break it down, under-resourced municipalities are generally municipalities that lack infrastructure plans. 

If this is the case, our teams assist these municipalities through our non-lending support portfolio. We help municipalities work on appropriate infrastructure plans such as drawing municipality budget master plans in water, sanitation, electricity, roads and stormwater, and infrastructure investment. 

We’ve come to learn that poor economic and social infrastructure delivery is due to poor planning. For example, there have been numerous low-impact projects identified which are implemented but bear no significant results, leaving service delivery challenges to remain. There are also instances where projects get implemented, but would later become dysfunctional due to lack of supporting infrastructure or due to poor planning. 

That’s why our role is crucial from the beginning of the planning stage; we direct government funding to high priority projects through the improvement of municipal infrastructure planning. Furthermore, our infrastructure planning identifies critical projects and creates a project financing pipeline for preparation. This helps to facilitate the creation of cost-effective socio-economic infrastructure, which boosts the municipal revenues. Once progress is made, we can improve the financial viability of beneficiary municipalities.   

Final thoughts

Service delivery in South Africa remains a big challenge for municipalities. By lacking in infrastructure, resources and maintenance, they are unable to provide communities with quality service delivery in fast turnaround time. In the end, the lack of municipal infrastructure halts progress in other areas. The Bank; however, helps facilitate the implementation of development plans to ensure that high-impact economic and social infrastructure is possible.   

Choose Your Test

Sat / act prep online guides and tips, how to write a great community service essay.

College Admissions , Extracurriculars

Are you applying to a college or a scholarship that requires a community service essay? Do you know how to write an essay that will impress readers and clearly show the impact your work had on yourself and others?

Read on to learn step-by-step instructions for writing a great community service essay that will help you stand out and be memorable.

What Is a Community Service Essay? Why Do You Need One?

A community service essay is an essay that describes the volunteer work you did and the impact it had on you and your community. Community service essays can vary widely depending on specific requirements listed in the application, but, in general, they describe the work you did, why you found the work important, and how it benefited people around you.

Community service essays are typically needed for two reasons:

#1: To Apply to College

• Some colleges require students to write community service essays as part of their application or to be eligible for certain scholarships.
• You may also choose to highlight your community service work in your personal statement.

#2: To Apply for Scholarships

• Some scholarships are specifically awarded to students with exceptional community service experiences, and many use community service essays to help choose scholarship recipients.
• Green Mountain College offers one of the most famous of these scholarships. Their "Make a Difference Scholarship" offers full tuition, room, and board to students who have demonstrated a significant, positive impact through their community service

Getting Started With Your Essay

In the following sections, I'll go over each step of how to plan and write your essay. I'll also include sample excerpts for you to look through so you can get a better idea of what readers are looking for when they review your essay.

Step 1: Know the Essay Requirements

Before your start writing a single word, you should be familiar with the essay prompt. Each college or scholarship will have different requirements for their essay, so make sure you read these carefully and understand them.

Specific things to pay attention to include:

• Length requirement
• Application deadline
• The main purpose or focus of the essay
• If the essay should follow a specific structure

Below are three real community service essay prompts. Read through them and notice how much they vary in terms of length, detail, and what information the writer should include.

From the Equitable Excellence Scholarship:

"Describe your outstanding achievement in depth and provide the specific planning, training, goals, and steps taken to make the accomplishment successful. Include details about your role and highlight leadership you provided. Your essay must be a minimum of 350 words but not more than 600 words."

From the Laura W. Bush Traveling Scholarship:

"Essay (up to 500 words, double spaced) explaining your interest in being considered for the award and how your proposed project reflects or is related to both UNESCO's mandate and U.S. interests in promoting peace by sharing advances in education, science, culture, and communications."

From the LULAC National Scholarship Fund:

"Please type or print an essay of 300 words (maximum) on how your academic studies will contribute to your personal & professional goals. In addition, please discuss any community service or extracurricular activities you have been involved in that relate to your goals."

Step 2: Brainstorm Ideas

Even after you understand what the essay should be about, it can still be difficult to begin writing. Answer the following questions to help brainstorm essay ideas. You may be able to incorporate your answers into your essay.

• What community service activity that you've participated in has meant the most to you?
• What is your favorite memory from performing community service?
• Why did you decide to begin community service?
• What made you decide to volunteer where you did?
• How has your community service changed you?
• How has your community service helped others?
• How has your community service affected your plans for the future?

You don't need to answer all the questions, but if you find you have a lot of ideas for one of two of them, those may be things you want to include in your essay.

Writing Your Essay

How you structure your essay will depend on the requirements of the scholarship or school you are applying to. You may give an overview of all the work you did as a volunteer, or highlight a particularly memorable experience. You may focus on your personal growth or how your community benefited.

Regardless of the specific structure requested, follow the guidelines below to make sure your community service essay is memorable and clearly shows the impact of your work.

Samples of mediocre and excellent essays are included below to give you a better idea of how you should draft your own essay.

Step 1: Hook Your Reader In

You want the person reading your essay to be interested, so your first sentence should hook them in and entice them to read more. A good way to do this is to start in the middle of the action. Your first sentence could describe you helping build a house, releasing a rescued animal back to the wild, watching a student you tutored read a book on their own, or something else that quickly gets the reader interested. This will help set your essay apart and make it more memorable.

Compare these two opening sentences:

"I have volunteered at the Wishbone Pet Shelter for three years."

"The moment I saw the starving, mud-splattered puppy brought into the shelter with its tail between its legs, I knew I'd do whatever I could to save it."

The first sentence is a very general, bland statement. The majority of community service essays probably begin a lot like it, but it gives the reader little information and does nothing to draw them in. On the other hand, the second sentence begins immediately with action and helps persuade the reader to keep reading so they can learn what happened to the dog.

Step 2: Discuss the Work You Did

Once you've hooked your reader in with your first sentence, tell them about your community service experiences. State where you work, when you began working, how much time you've spent there, and what your main duties include. This will help the reader quickly put the rest of the essay in context and understand the basics of your community service work.

Not including basic details about your community service could leave your reader confused.

Step 3: Include Specific Details

It's the details of your community service that make your experience unique and memorable, so go into the specifics of what you did.

For example, don't just say you volunteered at a nursing home; talk about reading Mrs. Johnson her favorite book, watching Mr. Scott win at bingo, and seeing the residents play games with their grandchildren at the family day you organized. Try to include specific activities, moments, and people in your essay. Having details like these let the readers really understand what work you did and how it differs from other volunteer experiences.

Compare these two passages:

"For my volunteer work, I tutored children at a local elementary school. I helped them improve their math skills and become more confident students."

"As a volunteer at York Elementary School, I worked one-on-one with second and third graders who struggled with their math skills, particularly addition, subtraction, and fractions. As part of my work, I would create practice problems and quizzes and try to connect math to the students' interests. One of my favorite memories was when Sara, a student I had been working with for several weeks, told me that she enjoyed the math problems I had created about a girl buying and selling horses so much that she asked to help me create math problems for other students."

The first passage only gives basic information about the work done by the volunteer; there is very little detail included, and no evidence is given to support her claims. How did she help students improve their math skills? How did she know they were becoming more confident?

The second passage is much more detailed. It recounts a specific story and explains more fully what kind of work the volunteer did, as well as a specific instance of a student becoming more confident with her math skills. Providing more detail in your essay helps support your claims as well as make your essay more memorable and unique.

Step 4: Show Your Personality

It would be very hard to get a scholarship or place at a school if none of your readers felt like they knew much about you after finishing your essay, so make sure that your essay shows your personality. The way to do this is to state your personal strengths, then provide examples to support your claims. Take some time to think about which parts of your personality you would like your essay to highlight, then write about specific examples to show this.

• If you want to show that you're a motivated leader, describe a time when you organized an event or supervised other volunteers.
• If you want to show your teamwork skills, write about a time you helped a group of people work together better.
• If you want to show that you're a compassionate animal lover, write about taking care of neglected shelter animals and helping each of them find homes.

Step 5: State What You Accomplished

After you have described your community service and given specific examples of your work, you want to begin to wrap your essay up by stating your accomplishments. What was the impact of your community service? Did you build a house for a family to move into? Help students improve their reading skills? Clean up a local park? Make sure the impact of your work is clear; don't be worried about bragging here.

If you can include specific numbers, that will also strengthen your essay. Saying "I delivered meals to 24 home-bound senior citizens" is a stronger example than just saying "I delivered meals to lots of senior citizens."

Also be sure to explain why your work matters. Why is what you did important? Did it provide more parks for kids to play in? Help students get better grades? Give people medical care who would otherwise not have gotten it? This is an important part of your essay, so make sure to go into enough detail that your readers will know exactly what you accomplished and how it helped your community.

"My biggest accomplishment during my community service was helping to organize a family event at the retirement home. The children and grandchildren of many residents attended, and they all enjoyed playing games and watching movies together."

"The community service accomplishment that I'm most proud of is the work I did to help organize the First Annual Family Fun Day at the retirement home. My job was to design and organize fun activities that senior citizens and their younger relatives could enjoy. The event lasted eight hours and included ten different games, two performances, and a movie screening with popcorn. Almost 200 residents and family members attended throughout the day. This event was important because it provided an opportunity for senior citizens to connect with their family members in a way they aren't often able to. It also made the retirement home seem more fun and enjoyable to children, and we have seen an increase in the number of kids coming to visit their grandparents since the event."

The second passage is stronger for a variety of reasons. First, it goes into much more detail about the work the volunteer did. The first passage only states that she helped "organize a family event." That really doesn't tell readers much about her work or what her responsibilities were. The second passage is much clearer; her job was to "design and organize fun activities."

The second passage also explains the event in more depth. A family day can be many things; remember that your readers are likely not familiar with what you're talking about, so details help them get a clearer picture.

Lastly, the second passage makes the importance of the event clear: it helped residents connect with younger family members, and it helped retirement homes seem less intimidating to children, so now some residents see their grand kids more often.

Step 6: Discuss What You Learned

One of the final things to include in your essay should be the impact that your community service had on you. You can discuss skills you learned, such as carpentry, public speaking, animal care, or another skill.

You can also talk about how you changed personally. Are you more patient now? More understanding of others? Do you have a better idea of the type of career you want? Go into depth about this, but be honest. Don't say your community service changed your life if it didn't because trite statements won't impress readers.

In order to support your statements, provide more examples. If you say you're more patient now, how do you know this? Do you get less frustrated while playing with your younger siblings? Are you more willing to help group partners who are struggling with their part of the work? You've probably noticed by now that including specific examples and details is one of the best ways to create a strong and believable essay .

"As a result of my community service, I learned a lot about building houses and became a more mature person."

"As a result of my community service, I gained hands-on experience in construction. I learned how to read blueprints, use a hammer and nails, and begin constructing the foundation of a two-bedroom house. Working on the house could be challenging at times, but it taught me to appreciate the value of hard work and be more willing to pitch in when I see someone needs help. My dad has just started building a shed in our backyard, and I offered to help him with it because I know from my community service how much work it is. I also appreciate my own house more, and I know how lucky I am to have a roof over my head."

The second passage is more impressive and memorable because it describes the skills the writer learned in more detail and recounts a specific story that supports her claim that her community service changed her and made her more helpful.

Step 7: Finish Strong

Just as you started your essay in a way that would grab readers' attention, you want to finish your essay on a strong note as well. A good way to end your essay is to state again the impact your work had on you, your community, or both. Reiterate how you changed as a result of your community service, why you found the work important, or how it helped others.

Compare these two concluding statements:

"In conclusion, I learned a lot from my community service at my local museum, and I hope to keep volunteering and learning more about history."

"To conclude, volunteering at my city's American History Museum has been a great experience. By leading tours and participating in special events, I became better at public speaking and am now more comfortable starting conversations with people. In return, I was able to get more community members interested in history and our local museum. My interest in history has deepened, and I look forward to studying the subject in college and hopefully continuing my volunteer work at my university's own museum."

The second passage takes each point made in the first passage and expands upon it. In a few sentences, the second passage is able to clearly convey what work the volunteer did, how she changed, and how her volunteer work benefited her community.

The author of the second passage also ends her essay discussing her future and how she'd like to continue her community service, which is a good way to wrap things up because it shows your readers that you are committed to community service for the long-term.

What's Next?

Are you applying to a community service scholarship or thinking about it? We have a complete list of all the community service scholarships available to help get your search started!

Do you need a community service letter as well? We have a step-by-step guide that will tell you how to get a great reference letter from your community service supervisor.

Thinking about doing community service abroad? Before you sign up, read our guide on some of the hazards of international volunteer trips and how to know if it's the right choice for you.

Christine graduated from Michigan State University with degrees in Environmental Biology and Geography and received her Master's from Duke University. In high school she scored in the 99th percentile on the SAT and was named a National Merit Finalist. She has taught English and biology in several countries.

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FOR STUDENTS : ALL THE INGREDIENTS OF A GOOD ESSAY

Essay: Public service and service delivery

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INTRODUCTION Service delivery is more complex in the public sector as it is not just about meeting expressed needs, but finding out the needs that are not expressed, setting priorities, resource allocation and publicly justifying and accounting for what has been done (Gowan, et al., 2001). In most developing countries like Nigeria, the public sector plays significant role in service provision as it controls much of the economic resources. In today’s globalizing and competitive world, the delivery of quality and effective service is strategic for success and survival (Reichheld, et al., 1990). In view of this, public agencies have come under pressure and debate in recent years in terms of their efficiency and effectiveness in service delivery with respect to the needs and rights of the citizens. This according to Carvalho et al. (2010) is in line with the principles of New Public Management (NPM) which aims at meeting the needs of the citizens rather than that of the bureaucracy. The essential elements of NPM as explained by Pollitt (1995) are budget cutting, disintegrating traditional bureaucratic organizations into separate agencies, decentralization within the agencies, separating the function of public service delivery from purchasing, introducing market mechanisms, working to performance targets, indices and output objectives, flexibility in public employment, and laying more emphasis on service quality and customer responsiveness. Hence, it has become expedient to rethink public service delivery in order to improve their quality (Roy and Seguin, 2000) to satisfy public needs, please people and firms as much as possible, favour good governance and national economic competitiveness (Carvalho et al.,2010). A good and effective governance aids public service delivery in the public sector as it encourages better decision making and the efficient use of resources and strengthens accountability for the stewardship of those resources. Effective governance is characterized by robust scrutiny, which provides important pressures for improving public sector performance and tackling corruption. Effective governance can improve management, leading to more effective implementation of the chosen interventions, better service delivery, and, ultimately, better outcomes. People’s lives are thereby improved (Darma, and Ali, 2014). Therefore, the provision of public services in the country is the primary responsibility of the government, complemented by the private sector. The financing of projects for the provision of these services such as education, health, agriculture, water and sanitation, power, housing and urban development, justice, defence and Security among others is usually carried out through annual government budgetary provisions. The responsibility of the public service is to deliver services that the private sector may not deliver at all or to deliver services to those who cannot afford the market price of the product. However, the distribution/delivery of public services in Nigeria just like in many other developing economies is often fraught with discrimination, low quality and access, lack of fairness and equity between urban and rural areas. This discrimination in the provision of public services is responsible for the gap in development between urban and rural areas in Nigeria presently (Darma. and Ali, 2014). The problems faced by the public service in Nigeria and other African countries in terms of service delivery, started in the 1980s, where African countries experienced severe economic decline. There was also a sharp decline in the quality of governance and the delivery of services. In fact, two of the important explanations for poor economic performance are the decline of governance and the quality of services (Adamolekun, 2002:124). LITERATURE REVIEW THE CONCEPT OF GOVERNANCE The concept of governance means different things to different people and it refers to a change in the meaning of government, referring to a new process of governing. The concept is as old as human civilization but however, it has acquired new meaning and has gained great usage in contemporary public administration. Many theorists in the field believe that the term governance is an organizing concept that guides administrators as administrative practices shift from the bureaucratic State to what is called the “hollow State” or what Osborne and Gaebler (1993) call “third-party government”. The World Bank (1989) defines governance as the manner in which power is exercised in the management of a country’s economic and social resources. Given the fact that government is a major actor in governance, the three levels of the political and economic framework identified by The World Bank in its definition of governance, covers the formal level (the form of the political regime), the process level (the process by which authority is exercised in the management of a country’s economic and social resources), and the capacity level (the capacity of government to formulate and implement policies and discharge government functions) (Chappatte, 1996). Yaqub and Abubakar (2005), defined governance as the totality of the process of constituting a government as well as administering a political community. Similarly, Ninalowo (2005), defined governance as the totality of executive or administrative functions of the state, with a view of fulfilling terms of social contract or constitutional obligations to the citizenry. Igho Natufe (2006), defined governance as the process and system by which a government manages the resources of a society to address socio-economic and political challenges in the polity. For erstwhile governor of Lagos state, Bola Ahmed Tinubu (2008), governance is the process of decisions making and the process by which decisions are executed or not implemented. Therefore, governance is the sum total of ways by which the general affairs of the commonwealth is managed in the interest of all. The United Nations Development Programme (UNDP), in its 1997 policy paper, defined governance as “the exercise of economic, political and administrative authority to manage a country’s affairs at all levels. It comprises the mechanisms, processes and institutions, through which citizens and groups articulate their interests, exercise their legal rights, meet their obligations and mediate their differences”. According to Johnson (1997), governance is associated with issues relating to the mechanisms required to negotiate various interests in the society. It encompasses a series of mechanisms and processes designed to maintain the system, in order to empower the citizenry and domesticate the process by the society. PUBLIC SERVICE AND SERVICE DELIVERY The meaning of public service is contained in section 277 (91) of the Constitution of the Federal Republic of Nigeria of 1979 now section 169 of the 1999 Constitution as encompassing the civil service (ministerial departments), statutory corporations or parastatals, judiciary, legislature, educational institutions, financially wholly or principally owned government at the State, Local and Federal levels, Nigeria Police or Armed Forces and other organizations in which the Federal or State governments owned controlling share or interest. In Nigeria, the Country’s government bureaucracy is the public service. This is because government at whatever level enunciates and implements policies, programs and projects through the instrumentally of the public service. Most public services are service-oriented. (Junaidu and Aminu, 2015). Public services are defined as those services which are mainly, or completely, funded by taxation. Most typically, public services would include the following areas of public management: central and local government, the health authorities, education, defence, justice/home affairs and non-commercial semistate organizations. As such, they can differ markedly from commercial private-sector services in a number of ways. (Humphreys, 1998). Flynn (1990) has observed that certain of the public services’ established activities may be contracted out operationally, in some countries, to private firms but the delivery of such services may continue to be funded from taxation and remain governed by public service criteria. Examples of this type of arrangement would include the contracting out of local government services, such as refuse collection and local transport, to private companies, as well as the privatization of certain central government functions, such as the prison services (Humphreys, 1998). In some cases, compulsory competitive tendering resulted in similar services still being provided by public service staff but on different terms and conditions of employment than those which applied before contract out (Escott and Whitfield, 1995). Murray (1990:151) stated that public servants have to be careful that, in rebutting the ascertion, they do not inadvertently give the impression that efficiency is either irrelevant or satisfactory in the public sector. Flynn (1990) noted that public services do not normally operate for financial profit or require immediate payment for goods and services prior to delivery. If public services are charged for, then they are not usually sold to customers at commercial prices set to produce profits. In the public services, different guiding principles such as equitable treatment and the allocation of resources according to need, pervade the processes of decision making, management and provision. As a result, financial subventions many be given to the service providers (e.g, in transport) to ensure that such services are maintained, albeit at a reduced level, outside peak times and in less densely populated rural areas. Murphy (1997a:2) captures this issue extremely well: I want to stress that the principles of fairness and equity are most important when we come to examine the concept of quality in public administration. Of course efficiency and effectiveness are key elements, but unlike his or her counterpart in the private sector, the public service customer or client seldom has the choice of an alternative competitive supplier. Equity of treatment is, therefore, very important and should not be lost sight of when efficiency measures, including, for example, contracting out of public services are implemented. Within the public service, a different culture prevails internally. This can place demands upon the management of public service delivery. For example, public service managers often have to balance the needs of the general public as users, with accountability to their elected representatives. In addition, the demands of the mass media acting in the ‘public interest’ have to be managed. Another key aspect of the organizational climate within which the public service operates has been described by Murray (1990:93) in the following manner, ‘I remain convinced that in assessing the confidence rating of the public service, account must be taken of the political culture in which it operates. Most commentators agree that the dominating feature of that culture in Ireland is clientalism’. THE STATE OF GOVERNANCE IN THE SERVICE DELIVERY IN NIGERIA It is amazing that our various governments in Nigeria always acknowledge commitment to good governance. Yet what we see is a far cry from this. Indeed, people are always bewildered when we consider the state of governance in Nigeria. This is because of the high level of poverty and infrastructural decay in spite of the abundant resources with which God has blessed the country. This failure is as a result of the way the government goes about its day to day activities. (Omotose, et al, 2006). After over three decades of military rule, from 1966-1999(with the exception of 1979-1983 and eighty-two (82) days in 1993 when the Interim National Government held sway), Nigeria transited to democratic civil regime on May, 29, 1999. Unfortunately, since restoration of democratic rule, Nigerians is nowhere near the realization of the ideals of good governance. In the area of the rule of law, Nigeria is replete with abuse of rule of law. The judicial arm of government for example, which is the one saddled with the responsibility of protecting the rights of the people has either assisted or impeded course of good governance in areas such as revenue allocation, status of local government, intrigues associated with impeachment of certain political office holders, human rights, etc (Ayodele,2008). Accessing the state of governance in the country requires identifying how the pillars of governance come into play in public policy making and service delivery in the country. These pillars of governance are; participation, consensus, accountability, transparency, responsiveness, effectiveness and efficiency, equity and inclusiveness, as well as rule of law. These are in turn used to analyse the essence of public policy covering; distributive, redistributive, regulatory, reorganizational, and symbolic, among others as well as in the provision of such services as security, education, infrastructure, health, environment protection, privatization, etc. (Omotose, et al, 2006). The level of participation of the government is very low as government employs top-down approach, and government plans for the people and not with the people. As observed by Ajakaiye and Akinbinu (2000:218), the record of political participation and political freedom in Nigeria has been dismal. This they argued has most concretely been reflected from the way people have been denied their right to choose their leaders and the incidence and prevalence of other human rights violation. Transparency and accountability are two interrelated and complementary concepts in our understanding of governance. Obadan (2003:211) described them as crucial elements of good governance. The concept of transparency has been described as openness in government activities and entail the features of freedom of expression on the part of the citizenry, willingness on the part of the government to receive and evaluate new ideas, easy access to information and leadership, among others. It is observed that transparency in government operations is increasingly regarded as an important precondition for good governance and sustainable economic growth. Central to the concept of transparency in public service is fiscal transparency. Everything relating to the use of public funds should be done in the interest of the state and with a view of ensuring the benefits and development of the citizens. It equally involves accurate and reliable data. In the main, the importance of transparency is underscored by its role in enhancing good governance and accountability as well as in eliciting confidence in government by the people. (Obadan, 2003:213). OBSTACLES TO EFFECTIVE GOVERNANCE AND PUBLIC SERVICE DELIVERY IN NIGERIA As it is today in Nigeria, good governance and public administration are facing some obstacles. One of the obstacles standing in the way of good governance in the country is corruption. According to Ologbenla (2007), corruption is one of the three-monsters the country is grappling with. Others are bad leadership and bad governance. Nigeria continues to feature prominently amongst the most corrupt countries in the past three decades. According to a survey result on corruption index, conducted by the Transparency International, Nigeria is ranked 2.4 same as the Philippines, Sierra-Leone, Togo, Ukraine, and Zimbabwe, out of possible 10.0(occupied by Denmark), the world’s No 1ranked less corrupt nation (Daily Trust, 2010: 31). The effects of corruption on the nation’s development cannot be overemphasized as it disrupts efficient public service delivery and also prevents a fair distribution of national resources and broadened the gap between the ‘haves’ and the’ have not’. The inefficiency of the bureaucracy is another obstacle in the way of good governance. Bureaucracy is inevitable in any country and inseparable part of an organized society. But Nigeria bureaucracy is not efficient in management and administration. Put differently, Nigeria bureaucracy is no longer the engine room for governance. It is an ineffective institution for checks and balances as well as continuity. Bureaucrats are not accountable, responsive and transparent to the people. Lack of bureaucratic accountability can be attributed to bureaucratic corruption. But there is no effective mechanism to make them accountable, responsive and transparency (Adeosun, 2012). Nepotism is another stumbling block in the realization of good governance in Nigeria. The rulers in this country pursue nepotism. They give privileges and undue advantage to their family members, friends and associates, kiths and kins in the distribution of public resources. Similarly, Ekpo (2009, p.11) identified non-legitimacy of government due to election malpractice, corruption, violence, tribalism, poverty, illiteracy, impunity and oath-taking as impediments to good governance in Nigeria. At this juncture, it is imperative to examine the impediments to effective public service delivery in Nigeria. Following Okafor (2005), the structural problems confronting the public Service in Nigeria can be categorized as: personnel regulations, personnel qualifications, organizational structure and work environment. The personnel regulations state requirements for entry into the bureaucracy as well as the procedure for promotion and dismissal. Public Service rules in Nigeria state a long list of requirement for entry, including federal character (Nnoli, 1980).In theory, positions are supposed to be filled based on merit but in practice, political, family, ethnic and religious considerations are important factors in public Service appointment (Mohr 1987; Adebayo 2001; Yesufu 1992). Promotion in Nigeria public Service is based on seniority. Rules for promotion fail to differentiate between productive and non-productive workers. Dismissal is uncommon except during the mass Purge of Murtala-Obasanjo Administration in 1975-1976.As regards personnel qualifications, workers entering the public Service through the use of political or family influence may lack the required technical skills for their positions. Besides, on-the-job training programmes are weak and ineffective (Otobo, 1992).Also, compounding the skills problem is the emphasis on filling slots rather than matching workers skills with the need of the position. Thus, many of the skills that public servants have are wasted (Okafor, 2005). The public Service tends to be overstaffed with workers who lack the requisite skills for their positions (Jike, 2003; Otobo, 1992; Nwachukwu, 1998). Moreover, Public Servants are poorly paid. Most of them earn just a little in the face of rising inflation brought about by deregulation policies of government (Onyeororu, 2004). Because of this state of affairs many have resorted to multiple job-holding in the informal sector, thereby impacting negatively on their attitude and commitment to work. Furthermore, poor and outdated equipment, lack of office space and poor filing systems in the work place act as impediments to the effectiveness of the public service in Nigeria (Okoh, 1998). The problem of Public Service in Nigeria is worsened by the difficulties of gaining the confidence of the general people. Public Servants tend to be objects of doubt and suspicion. According to Okafor (2005), much of the doubt and suspicion directed at public servants also reflects age-long traditions of ethno-religious hostilities in Nigeria. Public servants regardless of their dedication to national goals and the norms of professionalism, tend to be seen as biased and self-serving by the masses (Soleye,1989).The people tend to assume that public servants are influenced by religious, ethnic and other parochial considerations and act accordingly(Nnoli,1980). Besides, most people because of ignorance and poor orientation see government jobs as ‘nobody’s job’ which must provide for ‘everyone’ (Soleye, 1989). NEXUS BETWEEN GOVERNANCE AND PUBLIC SERVICE DELIVERY A country’s public administration system comprises of the public service, civil service, special purpose bodies and other local authorities. The primary responsibility of any public administration system is to deliver services that the private sector may not deliver at all or to deliver services to those who cannot afford the market price of the product. Fundamentally, the ability of a government to legitimately tax and govern people is premised on its capacity to deliver a range of services required by its population which no other player will provide. In other words, governments owe their existence and their legitimacy to the fact that there are services in which the possibility of market failure is great (Adamolekun, 2002). Traditional explanations for government organizations begin with an analysis of what constitutes this category of services. Goods and services that require exclusion, jointness of use or consumption, and not easily divisible are regarded as “public” goods and services. Services are classified in several ways. Services that can be financed by user charges are referred to as utilities; those that can only be financed by taxes are referred to as services. Two fundamental notions have changed the manner of thinking on the delivery of public services. First, “provision” can be separated from “production”. The primary responsibility of a “provider” is to aggregate and articulate the demand of its constituents and to raise the funds, using its coercive governmental powers over the citizens, to finance public goods. The “producer” on the other hand performs the wholly technical function of transforming inputs and outputs. The producer could be a unit of government or a private or voluntary institution. The second notion is the growing recognition by governments that they do not need to dominate the provision of services. They only need to provide the enabling environment and play their own roles in an increasingly complex governance environment (Adamolekun, 2002:125). The current attention to “governance”- the totality of institutional structures within a political community, as distinct from “government”, which is the state’s instrument for formulating and implementing public policies, has helped to strengthen the case for institutional diversity for the production of public services in African countries. The United Nations Development Programme (UNDP), for instance, argues that sustainable development can be attained only when the tripod of public sector, private sector, and voluntary sector institutions are recognized as legitimate actors in the governance arena. (Olowu, 1987). CONCLUSION AND RECOMMENDATION It has been established that while Nigeria is making steady progress in the area of improving her governance system, her performance in selected good governance indicators is far from being satisfactory, it is therefore necessary to underline the need to redress the situation by planning and organizing effectively for the implementation of policies to enhance effective service delivery. The aim of good governance in the public sector is to encourage better service delivery and improved accountability by establishing a benchmark for good governance in the public sector. Governments and other public sector entities raise resources from taxpayers, donors, lenders, and other suppliers for the provision of services to citizens and other recipients, as well as less visible activities, such as regulation and policy development. These entities are primarily accountable for their management and use of resources to those that provide the resources and those that depend on the resulting services. The resources raised are generally distributed through a network of public sector entities with specific functions that have a range of accountability mechanisms. However, the fundamentals of good governance should remain the same at all levels and stages. Unfortunately, the government has not been able to deliver on public service provision and there is a gap between the requirements of the people and their expectations for public service provision and what the government has been able to actually deliver. There’s also a gap between government budgetary allocations/expenditure for the provision of public services and the actual performance in terms of tangible and efficient deliveries (Darma and Ali, 2014). There is therefore, the need for the government to put in place deliberate policies that will ensure active participation of communities, Civil Society Organizations (CSO) and other relevant stakeholders n conceiving and monitoring of development projects that are meant to provide these public services. These includes:  There should be a comprehensive needs assessment of the needs of the citizens, adopting the culture of comprehensive development planning and budgeting that entails a comprehensive needs evaluation across sectors, articulation of defined objectives and targets and translating these initiatives into costed and implementable projects and programs should be enthroned at all tiers of government.  The adoption of a popular and public oriented participatory process in needs articulation at all tiers of government as part of the planning and budgeting process.  The Federal Character Commission (FCC) should be adequately empowered to enforce the provision of its Act that mandated it to ensure even and equitable distribution of developmental projects and social amenities across all parts and sections of the country.  The Nigeria Vision 20:2020 is Government Economic Transformation Blueprint articulated to launch the country unto a path of sustained social and economic progress and accelerate the emergence of a truly prosperous and united Nigeria. So far, Government has not shown sufficient commitment to the implementation of this laudible vision. Government must renew its determination and develop the political will and sufficient commitment to ensure full and effective implementation of its development plan as enshrined in the 1st National Implementation Plan (NIP) of the Nigeria Vision 20:2020.  The need to re-order public expenditure budgeting in favour of socially relevant capital expenditure over the coming years as a way of addressing the existing huge service delivery gap accounting for the high incidence of the absolute poverty in Nigeria.  Even though public entities provide more of these public services than the private sector, studies have shown that people have more preference for the services of the private entities than the public establishments because of their relative efficiency. Accordingly, Government should make deliberate efforts to truly create the enabling environment through appropriate regulatory framework that would promote the participation of private sector inn the provision of critical public services rather directly or through the Public-Private Partnership (PPP).  The need to institutionalize transparency in public financial management through effective implementation of public procurement Act at the federal level and enactment of similar legislation at State and Local Council levels. REFERENCE Adamolekun, L. [ed]. (2002). Public Administration in Africa: Main issues and selected country studies. Ibadan; Spectrum Books Limited. Adeosun, A.B. (2010). “Federalism and national integration: The Nigerian experience” Journal of Science, Management and Technology, 1(1). Ayodele, B. (2008). “The rule of law and constitutional democracy in Nigeria”. In Saliu, H.A., Taiwo, I.O., Seniyi, R.A., Salawu, B. & Usman, A., [eds] Nigeria beyond 2007: Issues, perspective and challenges. [pp.24-35], Ilorin: Faculty of Business and Social Sciences, University of Ilorin. Carvalho, C., Brito, C., and Cabral, J.S. (2010). “Towards a conceptual model for accessing the quality of public services”, Available from http://www.carlosmelobrito.com/…/Artigo_…Acesses on 10 July, 2014. Daily Trust, Wednesday, October 27, 2010. Darma, N.A. and Ali, M. (2014). “An assessment of public sector service delivery in Nigeria: A case study of federal capital territory area councils, 2007-2011”. International Journal of development and sustainability. Vol. 3 No. 8, pp.1756-1776. Escott, K. and Whitfield, D. (1995). The gender impact of compulsory competitive tendering in Local Government, Manchester: EOC. Flynn, N. (1990). Public sector management, London: Harvester/Wheatsheaf. Gowan, M., Seymour, J., Ibarreche, S. and Lackey, C. (2001). “Service quality in a public agency: Same expectations but different perceptions by employees, manager and customers”, Journal of quality management, Vol. 8 No. 6, pp. 11-17. Humphreys, P.C. (1998) Improving public service delivery, Dublin: Ireland. Johnson, I. (1997). “Redefining the concept of governance”- Canadian international development agency. Junaidu, B.M. and Aminu, M.M. (2015). Public service in Nigeria- An overview of functions and code of conduct. Global Journal of politics and law research, Vol. 3 No. 1, pp. 61-69. Murphy, K. (1997a). Office of the ombudsman: statement of strategy 1997-1999, Dublin. Murray, C.H. (1990). The civil service observed, Dublin: IPA. Ninalowo, M.O.A. (2005). “Antimonies of corruption and democratic governance” in L. Olurode, & S.O. Akinboye [eds], Democracy, good governance and corruption in Nigeria. Friedrich Ebert Siftung (FES), pp. 28-31. Nnoli, O. (1980). Ethnic politics in Nigeria. Enugu: Fourth Dimension Publisher. Nwachukwu, C.C. (1988). Management: Theory and Practice. Onitsha: Africa FEP Publishers Ltd. Okafor, E.E. (2005). “Public bureaucracy and development in Nigeria: A critical overview of impediments to the public service delivery”. CODESRIA bulletin Nos. 3&4, pp. 67-69. Okoh, A.O. (1998). Personnel and human resources management in Nigeria. Lagos: Amfitop. Ologbenla, D.K. (2007). “Leadership, governance and corruption in Nigeria” Journal of Sustainable Development in Africa, 9(3), pp. 97-118. Omotose, F., Agagu, A.A., Abegunde, O. (2006). Governance, politics and policies in Nigeria. Benin Republic: ESAF. Onyeororu, I.P. (2005). Industrial sociology: An African perspective. Ibadan: Samlad Printers. Otobo, D. (1992). “Organized labour and structural adjustment policies in Nigeria” in Otobo, D. [ed], Further readings in industrial relations. Lagos: Malthouse. Pollitt, C. (1995). “Justification by works or by faith-Evaluating the new public management”, Evaluation Vol. 1 No. 2, pp. 133-154. Reichheld, F.F. and Sasser, W.E. (1990), “Zero defections: Quality comes to services”, Harvard Business Review, Sept-Oct, pp. 105-111. Soleye, O. (1989). “Work and government work”, Faculty of the social sciences lecture delivered at the University of Ibadan. Tinubu, B.A. (2008). “Good governance, democracy and sustainable development”. Speech delivered at the Centre for Peace and Conflict Studies, University of Ibadan. 15 December. Yaqub, O. & Abubakar, S.O. (2005), “Conceptualizing good governance, corruption and democracy’ in L. Olurode & S.O. Akinboye [eds], Democracy, good governance and corruption in Nigeria. Friedrich Ebert Shiftung (FES). Yesufu, T.M. [ed], (1992), New trends in personnel management. Lagos: Spectrum Books Ltd.

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Service Delivery College Essays Samples For Students

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Do you feel the need to check out some previously written College Essays on Service Delivery before you begin writing an own piece? In this open-access directory of Service Delivery College Essay examples, you are provided with a thrilling opportunity to discover meaningful topics, content structuring techniques, text flow, formatting styles, and other academically acclaimed writing practices. Exploiting them while composing your own Service Delivery College Essay will definitely allow you to finalize the piece faster.

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QI involves team work the need for all members to understand their roles and the process that is involved hence. That includes members ranging from the board, management and the medical staff. In addition, service delivery quality is dependent on several factors including external agencies and authorities as well as internal factors such as resources and structure. In that view, this report identifies roles for all involved members and defines authority and structure for implementation of QI plan focusing on service delivery for Baptist Health South Florida. - Members’ roles and responsibilities

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Baptist Health South Florida is a world class healthcare organization based in Florida with a team of 15,000 employees and 2,200 physicians in all specialties. The organization has a reputation for quality owing to its commitments and compassion of service and clinical excellence. (Baptist Health, 2014) In that view, continuous quality improvement is crucial to keeping and enhancing the hospital’s position. Thus, the report presents an analysis of the areas that would need quality improvement and the necessary tools for data collection as well as measuring and displaying results.

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Initial theoretical developments of the theoretical and procedures in service quality evaluation have long lagged behind in product quality evaluation with measurement of service quality experiencing varied problems (Van Raaij. et al. 580). There are also several difficulties in the evaluation of service quality as a presentation of the framework of evaluation that uses the overall systems theoretical approach. This is in addition to suggestions of perceiving the views of quality degrees within companies and organizations alike with service managers being required to put considerations into the service input perceptions as well as service processes and associated outcomes.

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Introduction 3 McDonald’s Service Management 3 Motivation 3 Leadership 5 Learning and leadership management 5 Human resource management 6 Culture and diversity 7 Information technology 7 Communication 8 Apple’ Service Management 9 Agility to allow innovation into completely new areas 10 Build and enforce a performance culture... 12

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Lens Crafter was founded by Dean Butler in 1983, and it is headquartered in Manson Ohio. Dean had an idea of creating frames in an hour which was convenient to the customers. The company has an onsite lab where clients can pick lenses and a frame then have the final product made in less than an hour. The company has grown to be the leading retailer in optics with more than 900 stores and almost 15000 associates in the U.S. and Canada (Tocquigny, 2012 ).

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According to Denhardt and Denhardt (2012), the main role of public servants is to assist citizen’s articulate as well as meet shared interests rather than attempting to steer of control society. However, today there is a tug of war between public management that steers and that that rows. Nye identifies three trends that have resulted in the decentralization or diffusion of government and society. These include globalization, information revolution and marketization. Public administrators are, therefore, left with the task of ensuring equity, service effectiveness and efficiency.

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This is a quantitative study using descriptive statistics on principals’ perceptions of the role of speech pathologists in elementary schools. The project will involve interviews with principals from traditional public schools. The researcher will transcribe the interviews and use descriptive statistics to look for common strands in the principals’ perceptions. The study will be organized around a description of the speech pathologist’s role, personal attributes needed for the job of the principal and the speech language pathologist, and support given to principals by the special education department.

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Lens Crafters Company came into existence in1983 and since then it has successfully been a unique company in the vision care industry. The company has a vision of giving full sight to the world through making every of its customers see one after the other. Over the years, the company has advanced from manual systems of operation to an automated system and hence meeting their major objective of prioritizing customer satisfaction.

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The advent and use of social media sites such as Facebook, Twitter, YouTube, amongst others has resulted in drastic change in the society. In this case, these sites are widely adopted for the main purpose of communication. As opposed to the past where spatial barriers obstructed communication, social media sites have broken these barriers and have resulted in a more connected world, leading to the inference of the world being a global village. The impact of the use of social media on individuals and the government has been tremendous with some, understandably, having negative effects on society.

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Communication in this health is an important tool for the transmission of information both within this organization. The most appropriate and effective methods have to be used in order to ensure proper transmission of information within an organization for purposes of faster service delivery of health care services.

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Strategic planning requires a good understanding of an organization capabilities and weaknesses. In that respect, the process requires a comprehensive internal analysis of an organization. The analysis seeks to identify the capabilities that can be harnessed and leveraged as well as the weaknesses that an organization should address in its bid to respond to external environment. In that view, an internal analysis focusing on key aspects such as the organization's structure and resources is crucial to effective planning. With that, this analysis seeks to analyze the organizational governing structure and capabilities of Florida Hospital

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This paper handles three articles with different views in the business world. Each article will be summarized separately on its views on how various agents or players should be guided and the expected results.We then have a discussion concerning the three articles. Conclusion is prepared to give a clear view of the three articles’ view and a judgment is made on the lessons learnt from the three articles.

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