Citizen-Centric Strategies During Crisis Outbreak: An Overview

Siti Daleela Mohd Wahid, Siti Hajjar Mohd Amin, Abdul Jalil Mohamed Ali, Aida Abdullah, Siti Mariam Ali, Siti Noraziana Azis

Abstract


Citizen-centric has been a major focus area for professionals, managers and scholars for nearly three decades because of its profound impact on policy making and service delivery. A massive number of studies on citizen-centric have been carried out by past scholars which resulted in a large volume of strategies but there has been little examination of these strategies in the crisis context. This study aims to produce a citizen-centric model that can be used during a crisis. There is a need to generalize the strategies that are capable of forming a universal citizen-centric model during crises. This study is an exploratory analysis of previous literatures in the context of public administration that has shed light by examining the indicators of citizen-centric concepts during crisis.


Full Text:

PDF

References


Agbozo, E., Alhassan, D., & Spassov, K. (2018). Personal Data and Privacy Barriers to E-Government Adoption, Implementation and Development in Sub-Saharan Africa. International Conference on Electronic Governance and Open Society: Challenges in Eurasia,

Aschhoff, N. (2018). Citizens differ from organizations: Modeling a specific citizen-centered collaborative capacity. International Journal of Public Administration, 41(4), 284-296. https://doi.org/10.1080/01900692.2016.1263657

ASEAN. (2015). ASEAN Community Vision 2025 Report. https://www.asean.org/wp-content/uploads/images/2015/November/aec-page/ASEAN-Community-Vision-2025.pdf

Avery, E. J., Graham, M., & Park, S. (2016). Planning makes (closer to) perfect: exploring United States’ local government officials’ evaluations of crisis management. Journal of contingencies and Crisis Management, 24(2), 73-81. https://doi.org/10.1111/1468-5973.12109

Boin, A., Ekengren, M., & Rhinard, M. (2020). Hiding in Plain Sight: Conceptualizing the Creeping Crisis. Risk, Hazards & Crisis in Public Policy. https://doi.org/10.1002/rhc3.12193

Bowie, N. (2020, March 16). Malaysia loses its grip on Covid-19 outbreak. Asiatimes. Retrieved from https://asiatimes.com/2020/03/malaysia-loses-its-grip-on-covid-19-outbreak/

Brandsen, T., Steen, T., & Verschuere, B. (2018). Co-production and co-creation: Engaging citizens in public services. Taylor & Francis.

Cai, H., & Wang, K. (2006). Service oriented design method and practice for constructing citizen-centric public services. 2006 IEEE International Conference on e-Business Engineering (ICEBE'06) (pp. 536-540), Shanghai, China.

Chatfield, A. T., & Reddick, C. G. (2015). Understanding Risk Communication Gaps through E-Government Website and Twitter Hashtag Content Analyses: The Case of Indonesia’s Mt. Sinabung Eruption. Journal of Homeland Security and Emergency Management, 12(2), 351-385. https://doi.org/10.1515/jhsem-2014-0086

Chen, Y.-C., Hu, L.-T., Tseng, K.-C., Juang, W.-J., & Chang, C.-K. (2019). Cross-boundary e-government systems: Determinants of performance. Government Information Quarterly, 36(3), 449-459.

Dais, A., Nikolaidou, M., & Anagnostopoulos, D. (2012). A web 2.0 citizen-centric model for t-government services. IEEE intelligent systems, 28(5), 10-18.

Das, R. K., & Mishra, H. (2018). Smart E-Governance and Sustainable Development: Strategic Alignment Assessment Framework. Proceedings of the 11th International Conference on Theory and Practice of Electronic Governance (pp.690-692), Galway, Ireland: National University of Ireland Galway.

Dudley, E., Lin, D.-Y., Mancini, M., & Ng, J. (2015, July 1). Implementing a citizen-centric approach to delivering government services. McKinsey & Company. https://www.mckinsey.com/industries/public-and-social-sector/our-insights/implementing-a-citizen-centric-approach-to-delivering-government-services#

Fry, B. R., & Nigro, L. G. (1996). Max Weber and US public administration: the administrator as neutral servant. Journal of Management History, 2(1), 37-46. https://doi.org/10.1108/13552529610105654

Giesbrecht, T., Scholl, H. J., & Schwabe, G. (2016). Smart advisors in the front office: Designing employee-empowering and citizen-centric services. Government Information Quarterly, 33(4), 669-684. https://doi.org/10.1016/j.giq.2016.05.005

Gupta, D. N. (2006). Citizen-centric Approach for e-Governance. Computer Society India. https://www.csi-sigegov.org/1/5_392.pdf

Heeks, R. (2003). Most eGovernment-for-development projects fail: how can risks be reduced?

Hood, C. (2001). New public management. International encyclopedia of the social and behavioral sciences, 12553-12555.

Jakobsen, M., James, O., Moynihan, D., & Nabatchi, T. (2016). JPART Virtual Issue on Citizen-State Interactions in Public Administration Research. Journal of Public Administration Research and Theory, 29(4), e8-e15. https://doi.org/10.1093/jopart/muw031

Jordan, M. M., Yusuf, J.-E., Berman, M., & Gilchrist, C. (2017). Popular financial reports as fiscal transparency mechanisms: An assessment using the fiscal transparency index for the Citizen User. International Journal of Public Administration, 40(8), 625-636. https://doi.org/10.1080/01900692.2016.1186175

Kamaruddin, K. A., & MdNoor, N. (2017). Citizen-centric demand model for transformational government systems (pp.139). Pacific Asia Conference on Information Systems (PACIS), Langkawi, Malaysia.

Khairilmizal, S., Hussin, M., Husna, A. K., Yassin, A. I. M., bin Wan, W. A. S. H., Hamid, A., Jusoh, M. H., … Saadun, J. (2016). The need for an integrated disaster management system for lead responding agency in Malaysia during response and recovery phase. International Information Institute (Tokyo). Information, 19(8A), 3307.

Kopackova, H. (2019). Reflexion of citizens' needs in city strategies: The case study of selected cities of Visegrad group countries [Article]. Cities, 84, 159-171. https://doi.org/10.1016/j.cities.2018.08.004

Kumar, A. (2019). Citizen-centric model of governmental entrepreneurship Transforming public service management for the empowerment of marginalized women. Transforming Government- People Process and Policy, 13(1), 62-75. https://doi.org/10.1108/tg-03-2018-0023

Ma, L., & Christensen, T. (2019). Government trust, social trust, and citizens’ risk concerns: Evidence from crisis management in China. Public Performance & Management Review, 42(2), 383-404. https://doi.org/10.1080/15309576.2018.1464478

Malchenko, Y. A., & Smirnova, M. M. (2019). What drives consumers smart? the challenge of adoption of smart city solutions. https://doi.org/10.21638/spbu18.2019.305

Malhotra, C. (2015). A Design Framework for Evolving a Citizen-Centric Information Society. In Handbook of Research on Cultural and Economic Impacts of the Information Society (pp. 25-41). IGI Global.

Marchezini, V. (2020). “What is a sociologist doing here?” An unconventional people-centered approach to improve warning implementation in the Sendai framework for disaster risk reduction. International Journal of Disaster Risk Science, 1-12. https://doi.org/10.1007/s13753-020-00262-1

Ministry of Finance Malaysia. (2020). Perlaksanaan Pakej PRIHATIN Rakyat. https://pre2020.treasury.gov.my/flipbook/laksana1/

Misra, A., Misra, D. P., Mahapatra, S. S., & Biswas, S. (2018). Digital transformation model: analytic approach on participatory governance & community engagement in India (pp. 1-7). 19th Annual International Conference on Digital Government Research: Governance in the Data Age, The Netherlands: Delft University of Technology.

Mok, J. Y. (2020). Proposed non-linear relation between satisfaction with government performance and co-production: an initial empirical test. Public Management Review, 22(3), 432-451. https://doi.org/10.1080/14719037.2019.1599060

Naswir, R. Y., Maarop, N., Hasan, M., Daud, S., Samy, G. N., & Magalingam, P. (2019). Towards a Conceptual Model to Evaluate Usability of Digital Government Services in Malaysia. higher education, 10(4).

OECD, & ADB. (2019). Government at a Glance Southeast Asia 2019. OECD Publishing. https://doi.org/https://doi.org/10.1787/9789264305915-en

Porumbescu, G. A. (2016). Linking public sector social media and e-government website use to trust in government. Government Information Quarterly, 33(2), 291-304.

Rådestad, C., & Larsson, O. (2020). Responsibilization in contemporary Swedish crisis management: expanding ‘bare life’biopolitics through exceptionalism and neoliberal governmentality. Critical Policy Studies, 14(1), 86-105. https://doi.org/10.1080/19460171.2018.1530604

Reddick, C. G., Chatfield, A. T., & Ojo, A. (2017). A social media text analytics framework for double-loop learning for citizen-centric public services: A case study of a local government Facebook use. Government Information Quarterly, 34(1), 110-125. https://doi.org/10.1016/j.giq.2016.11.001

Robinson, M. (2015). From old public administration to the new public service: Implications for public sector reform in developing countries. https://www.undp.org/content/dam/undp/library/capacity-development/

Robinson, S. E., Pudlo, J. M., & Wehde, W. (2019). The New Ecology of Tornado Warning Information: A Natural Experiment Assessing Threat Intensity and Citizen‐to‐Citizen Information Sharing. Public Administration Review, 79(6), 905-916. https://doi.org/10.1111/puar.13030

Song, M., Kim, M., & Favero, N. (2020). Social Class, Ingroup–Outgroup Comparison, and Citizen Evaluations: Is User Satisfaction Linked to Outcome Disparities? The American Review of Public Administration, 50(2), 205-218. https://doi.org/10.1177/0275074019874445

Van de Walle, S. (2017). Explaining Citizen Satisfaction and Dissatisfaction with Public Services. In (pp. 227-241). https://doi.org/10.1057/978-1-137-55269-3_11

White, J. D., & Fu, K.-W. (2012). Who do you trust? Comparing people-centered communications in disaster situations in the United States and China. Journal of Comparative Policy Analysis: Research and Practice, 14(2), 126-142.

World Bank. (2018). Indicators of Citizen-Centric Public Service Delivery. W. B. Publications. https://elibrary.worldbank.org/doi/abs/10.1596/30030




DOI: https://doi.org/10.5296/jpag.v10i4.17646

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Journal of Public Administration and Governance  ISSN 2161-7104

Copyright © Macrothink Institute

'Macrothink Institute' is a trademark of Macrothink Institute, Inc.

To make sure that you can receive messages from us, please add the 'macrothink.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.