مدل خدمات عمومی نوین در چارچوب خط‌مشی‌های رفاه (مورد مطالعه حوزه وزارت تعاون، کار و رفاه اجتماعی)
الموضوعات : Public Policy In Administrationسیدمرتضی زرگر 1 , محمدرضا ربیعی مندجین 2 , علیرضا امیرکبیری 3
1 - دانشجوی دکتری مدیریت دولتی، گروه مدیریت دولتی، دانشکده مدیریت، واحد تهران مرکزی، دانشگاه آزاد اسلامی، تهران، ایران
2 - استادیار گروه مدیریت، دانشگاه آزاد اسلامی، واحد تهران مرکز، تهران، ایران
3 - استادیار دانشکده مدیریت، دانشگاه آزاد اسلامی، واحد تهران مرکزی، ایران.
الکلمات المفتاحية: خدمات عمومی, خدمات عمومی نوین, خط‌مشی, خط‌مشی‌های رفاه.,
ملخص المقالة :
در این پژوهش طراحی مدلی از خدمات عمومی نوین در چارچوب خط‌مشی‌های رفاه که منطبق با قانون اساسی کشورمان می‌باشد، در نظر گرفته شده است. اگرچه برخی از این خدمات عمومی در قانون اساسی نام برده شده‌اند، ولی اینکه تا چه میزان به شهروندان، گفتمان و هم‌اندیشی می‌دهد، حائز اهمیت می‌باشد.
هدف نهایی تدوین الگوی بومی برای خدمات عمومی نوین بوده تا خدمت‌دهندگان و خدمت‌گیرندگان به هم نزدیک شوند.
این پژوهش از نوع کیفی-کمی، از نظر روش توصیفی - پیمایشی می‌باشد و ماهیت کاربردی دارد. جامعه آماری در سطح داده‌های کیفی، خبرگان علمی دانشگاهی بوده‌اند. در نهایت پرسشنامه بین متخصصین و 394 نفر مراجعین توزیع شد، که کلیه این مراحل تأیید بر ترکیب اجزای الگو نیز می‌باشد. پس از جمع‌آوری و تلخیص داده‌ها نیز از نرم‌افزارهای تحلیل آماری SPSS و Excel استفاده شد.
باتوجه به رویکرد اتخاذ شده، الگو مدنظر در دو سطح مطلوب از نگاه ایده‌آل و در مقابل وضعیت موجود، از آنچه که وجود دارد، تدوین گردیده است. در نهایت پس از جمع‌آوری، تلخیص و تجزیه و تحلیل داده‌ها، 52 مؤلفه نهایی با این شرط که رفاه جامعه را به‌همراه داشته باشند، در 4 دسته طبقه‌بندی گردیدند.
مدل نهایی در 4 سطح، انتخاب و یکپارچگی، تعهد و مسئولیت‌پذیری، عدالت و برابری اجتماعی، کارکرد خدمات عمومی نوین طراحی گردید.
Alvani, S. M. (2025). Public Policy-Making, The Organization for Researching and Composing University textbooks in the Humanities (SAMT), 25th publication, ISBN: 978-600-02-0352-8. (in Persian).
Alvani, S. M., & Sharifzadeh, F. (2023). Public Policy Process (Revised), Allameh Tabataba'i University, 2nd Ed, 16th publication, ISBN: 978-964-8415-75-9. (in Persian).
Azar, A. & Momeny, M. (2025). Statistics and Its Application in Management, The Organization for Researching and Composing University textbooks in the Humanities (SAMT), Vol 1, 30th publication, ISBN: 978-964-530-662-3. (in Persian).
Bozorginejad, M., Me’marzadeh Tehran, G., Faghihi, A. (2020). An Analysis of Modern Public Administration in the Context of Policy-Making Cycle (Case Study). Journal of Management and Development Process (JMDP), 32(4), 3-58. (Doi: 10.29252/jmdp.32.4.3). (in Persian).
Bell, D. E., & Shelman, M. L. (2011). KFC's Radical Approach to China. Harvard Business Review, 89(11), 137-142.
Brix, J., Kathrine Krogstrup, H., & Moeller Mortensen, N. )2020(. Evaluating the outcomes of co-production in local government. Local Government Studies, Volume 46: 169–185. (https://doi.org/10.1080/03003930.2019.1702530).
Braun, V., Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. (DOI: 10.1191/1478088706qp063oa).
Denhardt, R. B. (2011). Theories of Public Organization, Wadsworth Cengage Learning, 6th Ed, ISBN-10: 1439086230, ISBN-13: 978-1439086230.
Denhardt, J. V., & Denhardt, R. B. (2015). The New Public Service Revisited. Public Administration Review, 75(5), 664-672. (https://doi.org/10.1111/puar.12347).
Deng. Yaotian, Zheng Han, Ravi Shankar Yadav (2025) Integrated analysis of circular economy policy innovations in developing countries through experts' perspectives, Journal of Environmental Management, Volume 377, March 2025, 124601.
Eckhard, S., & Friedrich, L. (2023) Linguistic Features of Public Service Encounters: How Spoken Administrative Language Affects Citizen Satisfaction, Journal of Public Administration Research and Theory, Volume 34, Issue 1, January 2024, Pages 122–135. (https://doi.org/10.1093/jopart/muac052).
Farnham, David & Horton, Sylvia. (1996) Managing People in the Public Services, Macmillan Education UK, ISBN-10: 0333630459, ISBN-13: 978-0333630457.
Fathi, M. R., Azar, A., Jandaghi, G. R., Ranjebartotoyy, S., Azari, B., Mortazaii, R. (2022). Energy Carrier Consumption Optimization Policy in National Iranian Copper Industries Company (Case Study: Sarcheshmeh Copper Complex). Public Policy in Administration, 45(13), 89-102. (https://doi.org/10.30495/ijpa.2022.66769.10866). (in Persian).
Fowler, L. (2020). Using the Multiple Streams Framework to Connect Policy Adoption to Implementation. Policy Studies Journal (2020). Vol 50, No 3, P:615-639. (DOI:10.1111/psj.12381).
Frank K.Y. Chan, James Y.L. Thong, Susan A. Brown, Viswanath Venkatesh. (2024). Design characteristics and service experience with e-government services: A public value perspective, International Journal of Information Management, Volume 80, February 2025, 102834. (DOI: 10.1016/j.ijinfomgt.2024.102834).
Gaynor, T. S. (2011). Stakeholder Perceptions on the Role of Community Development Corporations and Resident Participation. Rutgers University-Graduate School-Newark. (DOI:10.7282/T3JD4W5Q).
Hill, M., & Hupe, P., (2014). Implementing Public Policy: An Introduction to the Study of Operational Governance, SAGE Publications Ltd, 3th Ed, ISBN-10:1446266842, ISBN-13:978-1446266847.
Holzer, M. (2022) The State of the Republic: A Dialogue Series the Future of Public Administration, Public Integrity, Volume 24(1): 102-104. (https://doi.org/10.1080/10999922.2022.2003153).
Jo, H. (2025). Interplay among collaborative culture, empowerment leadership, and IT work environment in the public sector: A mixed methods study, International Journal of Information Management, Volume 82, June 2025, 102883. (DOI: 10.1016/j.ijinfomgt.2025.102883).
Larsen, E. G. (2019). Policy feedback effects on mass publics: A quantitative review. Policy Studies Journal,47(2), 372–394. (https://doi.org/10.1111/psj.12280).
Levin, Richard I. & Rubin David S., (1997). Statistics for Management, Pearson, 7th Ed, ISBN-10: 0134762924, ISBN-13: 978-0134762920.
MacLean D., Titah R. (2022). A systematic literature review of empirical research on the impacts of e‐government: A public value perspective. Public Administration Review, Volume 82, Issue 1. (Jan 2022), pp. 23-38. (DOI: 10.1111/puar.13413).
McMullin, C. (2023). The Persistent Constraints of New Public Management on Sustainable Co-Production between Non-Profit Professionals and Service Users. Department of Politics and Society, Adm. Sci. 2023, 13(2), 37; (https://doi.org/10.3390/admsci13020037).
Pour ezzat, A. A. (2023). Fundamentals of Public Administration and Government Knowledge (Basics of public administration), The Organization for Researching and Composing University textbooks in the Humanities (SAMT), 5th publication, ISBN: 978-964-530-295-3. (in Persian).
Pour ezzat, A. A., & Raheimian, A. (2012). Public Policy necessities for administration of complex and different cities (Case study: Tehran). Journal of Public Administration (JPA), 4(10), 25-44. (Doi: 10.22059/jipa.2012.29129). (in Persian).
Rawls, John (2015) A theory of justice, Harvard university press. ISBN 9780674000780 P:72.
Reingold, David A., & Lenkowsky L. (2010). The Future of National Service. Special issue, 2010, Public Administration Review 70(1): s114–s121. (DOI:10.1111/j.1540-6210.2010.02253.x).
Rezaeizadeh, M. J., & Kazemi, D. (2012). A Review of "Public Service" Theory and in its Underlying Principles in the Constitution of Islamic Republic of Iran. Jurisprudence and Islamic Law, 3(5), 23-46. (in Persian).
Samadi-Miarkolaei, H., Faghihi, A. & Daneshfard, K. (2019). Understanding Values in Public Services: The Values of Administrators in Public Organizations. Organizational Behavior Studies Quarterly, 8(1), 101-134. (https://dor.isc.ac/dor/20.1001.1.23221518.1398.8.1.5.6). (in Persian).
Sanei, M. (2007). Good Governance: A New Concept in Public Administration. Tadbir Quarterly, Volume 17, Issue 178, 26-33. (http://noo.rs/DzB76). (in Persian).
Saxena, P., Sarkar, A., Zhang, B., Achari, G. (2025). Sociodemographic drivers of waste management behaviors and public perceptions of environmental contaminants in coastal communities of Newfoundland, Canada, Journal of Environmental Management, Volume 377, March 2025, 124654. (doi.org/10.1016/j.jenvman.2025.124654).
Steen, T., & Brandsen, T. (2020). Coproduction during and after the COVID-19 Pandemic: Will It Last? Public Administration Review 80: 851–855. (https://doi.org/10.1111/puar.13258).
Steiner A., C. McMillan, C. Hill O’Connor, (2023). Investigating the contribution of community empowerment policies to successful co-production-evidence from Scotland, Public Management Review, 25 (8) (2023), pp. 1587-1609. (DOI: 10.1080/14719037.2022.2033053).
Vaezi, S. M. (2023). Concept and Function of the Public-Interest Theory and its Place in the Legal System of the Islamic Republic of Iran. Public Law Studies Quarterly, 53(4), 2251-2273. (Doi: 10.22059/jplsq.2021.320793.2725). (in Persian).
Vaezi, M., & Alborzi, Z. (2017). The position of the concept of public services in Iranian administrative law. Administrative Law Quarterly, 4(12), 9-32. (http://qjal.smtc.ac.ir/article-1-160-fa.html). (in Persian).
Van Eijk, C., & Steen, T. (2016). Why engage in co-production of public services? Mixing theory and empirical evidence. International Review of Administrative Sciences 82(1): 28–46. (https://doi.org/10.1177/0020852314566007).
Vijeh, M. R. (2004). The concept of the principle of equality in modern public law. Basic Rights, 1(2), 213-252. (in Persian).
Wicaksono, K. W. (2019). Transforming The Spirit of New Public Service into Public Management Reform in Indonesia. Journal of Public Service Management. 2(1):24. (DOI:10.24198/JMPP.V2I1.20190).
Zarei, M. H., Najarzadeh Hanjani, M. (2017). The Concept of Public Services and its Evolution in the Light of Public Function Doctrine. Public Law Research, 19(56), 9-32. (Doi: 10.22054/qjpl.2017.8834.1193). (in Persian).
Zhang Yang, Xiaoxiao Fu, Ye Zhang, Tao Huang (2025) From disruption to normalcy: Co-production public service and destination competitiveness, Tourism Management, Vol 106, Feb 2025, 104973. (DOI: 10.1016/j.tourman.2024.104973).
Zyzak, B., Farsund, A.A. (2025). Coordination of complex systems: the case of public policy meta-organisations, European Management Journal, Available online 21 February 2025. (doi.org/10.1016/j.emj.2025.02.004).
