Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

Balancing Bytes and Behaviour: Integrating Technology and Human Factors in Public Sector Performance Management

Hafezah Zainudin, Nooraini Othman, Asymal Wajdi Mokhtar@Muhd Akhir

http://dx.doi.org/10.6007/IJARBSS/v14-i8/22585

Open access

This study examines the integration of technology and human factors in public sector performance management, highlighting the synergy between digital tools and human-centric practices. It explores the role of technological advancements, such as data analytics and AI, in enhancing efficiency and decision-making processes, while also addressing the critical importance of leadership, organizational culture, and employee engagement in ensuring the effectiveness and sustainability of these systems. This study proposes a human-centric design framework that prioritizes user experience and accessibility, emphasizing the balance between technological efficiency and empathetic management. Additionally, it discusses the challenges of integrating technology, including resistance to change, ethical considerations, and the need for sustainable practices, while also exploring opportunities for innovation through emerging technologies like AI and blockchain. The study contributes to the ongoing discourse by offering a conceptual framework for balancing technological and human elements in public sector performance management, providing insights for policymakers and public sector leaders.

Aguinis, H., and Kraiger, K. (2009). Benefits of training and development for individuals and teams, organizations, and society. Annual Review of Psychology, 60, 451-474. https://doi.org/10.1146/annurev.psych.60.110707.163505
Alvesson, M., and Sveningsson, S. (2015). Changing organizational culture: Cultural change work in progress. Routledge.
Andrews, R. (2020). Performance management and public service improvement. Public Administration Review, 80(2), 219-227. https://doi.org/10.1111/puar.13120
Argyris, C. (2017). Integrating the Individual and the Organization. Routledge.
Avolio, B. J., Sosik, J. J., and Berson, Y. (2013). Leadership models, methods, and applications: Progress and remaining blind spots. In N. W. Schmitt, S. Highhouse, and I. B. Weiner (Eds.), Handbook of psychology: Industrial and organizational psychology (2nd ed., pp. 367–389). John Wiley and Sons, Inc.
Bakker, A. B., and Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209-223. https://doi.org/10.1108/13620430810870476
Bannister, F., and Connolly, R. (2014). ICT, public values and transformative government: A framework and programme for research. Government Information Quarterly, 31(1), 119-128. https://doi.org/10.1016/j.giq.2013.06.002
Bannister, F., and Connolly, R. (2020). The future ain’t what it used to be: Forecasting the impact of ICT on the public sphere. Government Information Quarterly, 37(2), 101457. https://doi.org/10.1016/j.giq.2019.101457
Bason, C. (2010). Leading public sector innovation: Co-creating for a better society (1st ed.). Bristol University Press. https://doi.org/10.2307/j.ctt9qgnsd
Bass, B. M. (1985). Leadership and performance beyond expectations. Free Press.
Brown, J., Fishenden, J., and Thompson, M. (2014). Digitizing government: Understanding and implementing new digital business models. Springer.
Brundage, M., Avin, S., Wang, J., Belfield, H., Krueger, G., Hadfield, G. K., Khlaaf, H., Yang, J., Toner, H., Fong, R., Maharaj, T., Koh, P.W., Hooker, S., Leung, J., Trask, A., Bluemke, E., Lebensbold, J., O'Keefe, C., Koren, M., Ryffel, T., Rubinovitz, J., Besiroglu, T., Carugati, F., Clark, J., Eckersley, P., Haas, S.D., Johnson, M.L., Laurie, B., Ingerman, A., Krawczuk, I., Askell, A., Cammarota, R., Lohn, A.J., Krueger, D., Stix, C., Henderson, P., Graham, L., Prunkl, C.E., Martin, B., Seger, E., Zilberman, N., Eigeartaigh, S., Kroeger, F., Sastry, G., Kagan, R., Weller, A., Tse, B., Barnes, E., Dafoe, A., Scharre, P., Herbert-Voss, A., Rasser, M., Sodhani, S., Flynn, C., Gilbert, T.K., Dyer, L., Khan, S., Bengio, Y., and Anderljung, M. (2020). Toward trustworthy AI development: Mechanisms for supporting verifiable claims. arXiv preprint arXiv:2004.07213.
Brynjolfsson, E., and McAfee, A. (2017). The second machine age: Work, progress, and prosperity in a time of brilliant technologies. W. W. Norton and Company.
Bryson, J. M. (2018). Strategic planning for public and nonprofit organizations: A guide to strengthening and sustaining organizational achievement. John Wiley and Sons.
Cameron, K. S., and Green, M. (2019). Making sense of change management: A complete guide to the models, tools, and techniques of organizational change. Kogan Page Publishers.
Cameron, K. S., and Quinn, R. E. (2011). Diagnosing and changing organizational culture: Based on the competing values framework. 3rd ed. John Wiley and Sons.
Carroll, J. M. (2017). Human-computer interaction—Brief intro. Morgan and Claypool Publishers. Carroll, J. M. (2014, January 1). Human Computer Interaction - brief intro. In Dam. R. F. and Soegaard, M. The Encyclopedia of Human-Computer Interaction, 2nd ed. Interaction Design Foundation.
Casino, F., Dasaklis, T. K., and Patsakis, C. (2019). A systematic literature review of blockchain-based applications: Current status, classification, and open issues. Telematics and Informatics, 36, 55-81.
Cattuto, C., and Spina, A. (2020). The institutionalisation of digital public health: lessons learned from the COVID-19 app. European Journal of Risk Regulation, 11(2), 228-235.Crawford, K., and Schultz, J. (2014). Big data and due process: Toward a framework to redress predictive privacy harms. Boston College Law Review, 55(1), 93-128.
Cresswell, K., and Sheikh, A. (2013). Organizational issues in the implementation and adoption of health information technology innovations: An interpretative review. International Journal of Medical Informatics, 82(5), e73-e86.
Davenport, T. H., and Ronanki, R. (2018). Artificial intelligence for the real world. Harvard Business Review, 96(1), 108-116.
Denison, D. R. (1997). Corporate culture and organizational effectiveness. John Wiley and Sons.
Dunleavy, P., Margetts, H., Bastow, S., and Tinkler, J. (2006). Digital era governance: IT corporations, the state, and e-government. Oxford University Press.
Durand, A. M., Hancock, W. T., Cash, H. L., Rouse, I., Chutaro, E., Taulung, L., and Patel, M. (2021). Innovations to maximise impact of a data for decision-making training programme in the Federated States of Micronesia. BMJ Global Health, 6(10), e005855.
Dwivedi, Y. K., Hughes, L., Ismagilova, E., Aarts, G., Coombs, C., Crick, T., Duan, Y., Dwivedi, R., Edwards, J., Eirug, A. and Galanos, V. (2021). Artificial Intelligence (AI): Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice, and policy. International Journal of Information Management, 57, 101994.
Edmondson, A. C. (2019). The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. John Wiley and Sons.
Ensslin, S. R., Rodrigues, K. T., Yoshiura, L. J. M., da Silva, J. C., and Longaray, A. A. (2022). Organizational performance management and the ‘sustainability’of the performance evaluation system: A view guided by the integrative review perspective. Sustainability, 14(17), 11005.
Eubanks, V. (2018). Automating inequality: How high-tech tools profile, police, and punish the poor. St. Martin's Press.
Floridi, L., and Taddeo, M. (2016). What is data ethics? Philosophical Transactions of the Royal Society A: Mathematical, Physical and Engineering Sciences, 374(2083), 20160360.
Floridi, L., Cowls, J., Beltrametti, M., Chatila, R., Chazerand, P., Dignum, V., ... and Schafer, B. (2018). AI4People—An ethical framework for a good AI society: Opportunities, risks, principles, and recommendations. Minds and Machines, 28(4), 689-707.
Ford, J. D., and Ford, L. W. (2009). Decoding resistance to change. Harvard Business Review, 97(3), 88-97.
Gardner, W. L. (2020). The leadership trilogy: A research agenda for leadership in the 21st century. Frontiers in Psychology, 11, 1234. https://doi.org/10.3389/fpsyg.2020.01234
Gill, R. (2012). Theory and practice of leadership. 2nd ed. Sage.
Gulliksen, J., Lantz, A., and Boivie, I. (1998). User-Centred design in practice-problems and possibilities. In Workshop held at the PDC'98 and CSCW'98 conferences. Seattle.
Hassanzadeh, M., Kanaani, F., and Elahi, S. (2021). A model for measuring e-learning systems success in universities. Expert Systems with Applications, 38(2), 10357-10365.
Hassenzahl, M. (2004). The interplay of beauty, goodness, and usability in interactive products. Human–Computer Interaction, 19(4), 319-349.
Heath, C., and Heath, D. (2017). The power of moments: Why certain experiences have extraordinary impact. Simon and Schuster.
Heifetz, R., Grashow, A., and Linsky, M. (2009). The practice of adaptive leadership: Tools and tactics for changing your organization and the world. Harvard Business Press.
Holling, C. S. (1978). Adaptive environmental assessment and management. Routledge.
Hood, C. (1991). A public management for all seasons? Public Administration, 69(1), 3-19. https://doi.org/10.1111/j.1467-9299.1991.tb00779.x
Jakobsen, M. L., Baekgaard, M., Moynihan, D. P., and van Loon, N. (2018). Making Sense of Performance Regimes: Rebalancing External Accountability and Internal Learning. Perspectives on Public Management and Governance, 1(2), 127-141. DOI: 10.1093/ppmgov/gvx001
Janssen, M., and Kuk, G. (2016). The challenges and limits of big data algorithms in technocratic governance. Government Information Quarterly, 33(3), 371-377. https://doi.org/10.1016/j.giq.2016.08.011
Janssen, M., Weerakkody, V., Ismagilova, E., Sivarajah, U., Irani, Z. (2020). A framework for analysing blockchain technology adoption: Integrating institutional, market and technical factors. International Journal of Information Management. 50: 302-309.
Janssen, M., Wimmer, M. A., and Deljoo, A. (2015). Policy practice and digital science: Integrating complex systems, social simulation and public administration in policy research. Springer.
Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692-724. https://doi.org/10.5465/256287
Kegan, R., and Lahey, L. L. (2016). An everyone culture: Becoming a deliberately developmental organization. Harvard Business Review Press.
Klecun, E., Zhou, Y., Kankanhalli, A., and Hibberd, R. (2020). National electronic health records implementation: a tale with a happy ending?. LSE Business Review.
Kotter, J. P. (2012). Leading change. Harvard Business Review Press.
Kroll, A. (2023). Relational Mechanisms to Explain Collective Performance Data Use. Perspectives on Public Management and Governance, 6(2-3), 106-118.
Lazar, J., Feng, J. H., and Hochheiser, H. (2017). Research methods in human-computer interaction. Morgan Kaufmann.
Lee, Q. Y., Townsend, K., and Wilkinson, A. (2021). Frontline managers' implementation of the formal and informal performance management systems. Personnel Review, 50(1), 379-398.
Lember, V., Brandsen, T., and Tõnurist, P. (2019). The potential impacts of digital technologies on co-production and co-creation in public services. Public Management Review, 21(11), 1665-1686. https://doi.org/10.1080/14719037.2019.1619807
Lin, Y. and Kellough, J. E. (2019). Performance Appraisal Problems in the Public Sector: Examining Supervisors’ Perceptions. Public Personnel Management, 48(2):179-202. doi: 10.1177/0091026018801045
Madhumita, G., Diana, P. D., Neena, P. C., Kiran, P. N., Aggarwal, S., and Nargunde, A. S. (2024). AI-powered Performance Management: Driving Employee Success and Organizational Growth. In 2024 5th International Conference on Recent Trends in Computer Science and Technology (ICRTCST) (pp. 204-209).
IEEE. Meijer, A., and Bolívar, M. P. R. (2016). Governing the smart city: a review of the literature on smart urban governance. International Review of Administrative Sciences, 82(2), 392-408. https://doi.org/10.1177/0020852314564308
Mergel, I. (2021). Digital Transformation of the German State. In Kuhlmann, S., Proeller, I., Schimanke, D., Ziekow, J. (Eds). Public Administration in Germany. (pp. 331-347). Palgrave Macmillan.
Mergel, I., Edelmann, N., and Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002
Mittelstadt, B. D., Allo, P., Taddeo, M., Wachter, S., and Floridi, L. (2016). The ethics of algorithms: Mapping the debate. Big Data and Society, 3(2), 1-21. https://doi.org/10.1177/2053951716679679
Nielsen, J. (2012). Usability 101: Introduction to usability. Nielsen Norman Group. http://www.nngroup.com/articles/usability-101-introduction-to-usability
Noe, R. A. (2020). Employee training and development. McGraw-Hill Education.
Norman, D. A. (2013). The design of everyday things: Revised and expanded edition. Basic Books.
Northouse, P. G. (2021). Leadership: Theory and practice. 9th ed. Sage Publications.
O’Neil, C. (2016). Weapons of math destruction: How big data increases inequality and threatens democracy. Crown Publishing Group.
Pasquale, F. (2015). The black box society: The secret algorithms that control money and information. Harvard University Press.
Piderit, S. K. (2000). Rethinking resistance and recognizing ambivalence: A multidimensional view of attitudes toward an organizational change. Academy of Management Review, 25(4), 783-794. DOI:10.5465/AMR.2000.3707722
Pollitt, C. (2016). Advanced introduction to public management and administration. Edward Elgar Publishing.
Pollitt, C., and Bouckaert, G. (2017). Public management reform: A comparative analysis-into the age of austerity. Oxford University Press.
Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., and Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417-433. https://doi.org/10.1287/isre.1070.0165
Robinson, D., Perryman, S., and Hayday, S. (2004). The drivers of employee engagement. Institute for Employment Studies Report, 408, 1-11.
Sahu, D., Tiwari, N., and Chawla, M. (2024, February). Blockchain as a Solution for Electronic Health Record Management: A Comprehensive Review. In 2024 IEEE International Students' Conference on Electrical, Electronics and Computer Science (SCEECS) (pp. 1-6). IEEE.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600-619. https://doi.org/10.1108/02683940610690169
Schein, E. H., and Schein, P. A. (2017). Organizational culture and leadership. 5th ed. John Wiley and Sons.
Senge, P. M. (1994). The fifth discipline fieldbook: Strategies and tools for building a learning organization. Crown Business.
Shen, Z., Liang, X., Lv, J., Liu, C., and Li, J. (2022). The mechanism of digital environment influencing organizational performance: An empirical analysis based on construction data. Sustainability, 14(6), 3330.
Shneiderman, B., Plaisant, C., Cohen, M., Jacobs, S., Elmqvist, N. (2021). Designing the user interface: Strategies for effective human-computer interaction. 6th ed. Pearson.
Simonsen, J., and Robertson, T. (2021). Routledge international handbook of participatory design. Routledge.
Storey, J., and Holti, R. (2013). Towards a new model of leadership for the NHS. NHS Leadership Academy.
Tarafdar, M., Tu, Q., and Ragu-Nathan, T. S. (2011). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303-334. https://doi.org/10.2753/MIS0742-1222270311
Tidwell, J., Brewer, C., Valencia, A. (2020). Designing interfaces: Patterns for effective interaction design. 3rd ed. O'Reilly Media.
Uhl-Bien, M., and Arena, M. (2018). Leadership for organizational adaptability: A theoretical synthesis and integrative framework. The Leadership Quarterly, 29(1), 89-104. https://doi.org/10.1016/j.leaqua.2017.12.009
Vacchio, E. D., and Bifulco, F. (2022). Blockchain in cultural heritage: insights from literature review. Sustainability, 14(4), 2324.
Valle-Cruz, D., and García-Contreras, R. (2023). Towards AI-driven transformation and smart data management: emerging technological change in the public sector value chain. Public Policy and Administration, 09520767231188401.
Van Dooren, W., and Van de Walle, S. (2011). Performance Information in the Public Sector: How It Is Used. Palgrave Macmillan.
Loon, N. (2017). Does context matter for the type of performance-related behavior of public service motivated employees? Review of Public Personnel Administration, 37(4), 405-429. https://doi.org/10.1177/0734371X15591036
Van Wart, M. (2017). Leadership in public organizations: An introduction. 3rd ed. Routledge.
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118-144. https://doi.org/10.1016/j.jsis.2019.01.003
WAI. (2021). Web Accessibility Initiative (WAI) Guidelines. W3C.
Wang, J., Myers, M. D., and Sundaram, D. (2013). Digital natives and digital immigrants. Business and Information Systems Engineering, 5(6), 409-419. https://doi.org/10.1007/s12599-013-0296-y
Westerman, G., Bonnet, D., and McAfee, A. (2014). Leading digital: Turning technology into business transformation. Harvard Business Review Press.
Wirtz, B. W., Weyerer, J. C., and Geyer, C. (2019). Artificial intelligence and the public sector—Applications and challenges. International Journal of Public Administration, 42(7), 596-615. https://doi.org/10.1080/01900692.2018.1498103
Zarsky, T. Z. (2016). The trouble with algorithmic decisions: An analytic road map to examine efficiency and fairness in automated and opaque decision making. Science, Technology, and Human Values, 41(1), 118-132. https://doi.org/10.1177/0162243915605575
Zheng, Z., Xie, S., Dai, H. N., Chen, X., and Wang, H. (2018). Blockchain challenges and opportunities: A survey. International Journal of Web and Grid Services, 14(4), 352-375.
Zuboff, S. (2019). The Age of Surveillance Capitalism: The Fight for a Human Future at the New Frontier of Power, Social Forces, 98(2)
Zwitter, A. (2014). Big data ethics. Big Data and Society, 1(2), 2053951714559253.

Zainudin, H., Othman, N., & Akhir, A. W. M. (2024). Balancing Bytes and Behaviour: Integrating Technology and Human Factors in Public Sector Performance Management. International Journal of Academic Research in Business and Social Sciences, 3345–3364.