Developing Excellent Human Resource for the Best Service to the Society: A Conceptual Framework

Abstract

Government agencies/public sectors organizations around the world are under pressure to increase the effectiveness of their products and services with limited resource. This study attempts to develop a conceptual framework on the relationship between excellent human resource through organizational policies and service quality by the public sector. The study aims to verify the root of the problem of the service provided by government agencies/public sector as the main issue. Indeed, excellent human resource is the key for the answer on this issue. There is a need for the excellent human resource that has strong and stable characters to work under pressure in serving various demands of the society. However, it is clear that policy of organization determines, the quality of work in order to produce excellent human resource. When policies do not support workers in performing activities effectively, it will hinder workers to produce the best service. Most studies on quality of services are carried out in the context of private sector. Subsequently, this study presents foundation to overcome the problems faced by government agencies/public sector in order to provide the best service to the society. Government needs to pay attention on the integration between human resources and the work system. Human resources have a humanistic aspect that holds the key to the success of the public sector. A good handling the humanitarian aspect will encourage the improvement of the best service to the society.

Keywords

• excellent human resource
• service quality
• government agency/public sector