Empirical study on the influencing factors and improvement of public service productivity at system level

This paper mainly analyzes the system level concept of public service productivity, as well as identified the potential issues affecting system level pension service productivity. This approach aims at optimizing the performance of the whole system and to avoid sub optimizing the production of individual services or organizations. First, a literature based definition of public service system productivity is produced. This definition is applied empirically in a case of a service system. Empirical data were collected at the civil affairs department and the external service provider organizations. The findings show that the effects influencing the system level productivity include awareness of the importance of the customer, System level objectives and clear network roles, cooperation and benefit segmentation of participants. In addition, the system level productivity concept is also a challenging phenomenon in practice. The practitioners representing different parts of the system could not easily see things the same way.