Citizen satisfaction with arm's length bodies in local government: expert insights on policy and practice

• Date: 05 July 2024
• Pages: 748-767
• DOI: https://doi.org/10.1108/IJPSM-01-2024-0015
• Published date: 05 July 2024
• Subject Matter: Public policy & environmental management,Politics,Public adminstration & management
• Author: Virginia Angius,Sandra van Thiel

Citizen satisfaction with arm’s

length bodies in local government:

expert insights on policy

and practice

Virginia Angius

Faculty of Economics, Law and Political Sciences, University of Cagliari,

Cagliari, Italy, and

Sandra van Thiel

Erasmus School of Social and Behavioural Sciences, Erasmus University Rotterdam,

Rotterdam, The Netherlands

Abstract

Purpose –The purpose of this study is to investigate the application of citizen satisfaction (CS) as a tool for

measuring performance by arm’s length bodies (ALBs) in local governments across eleven countries,

addressing central questions about its functionality and influencing factors.

Design/methodology/approach –We employ a hybrid inductive-deductive explorative study design,

characterized by an iterative interpretative approach guided by sensitizing concepts. Expert interviews are

analyzed through template analysis and cover eleven countries where ALBs are present due to decentralization

and outsourcing.

Findings –Our study uncovers limited real-world applications of CS in evaluating public service delivery by

ALBs. Expert interviews reveal insights into factors potentially influencing CS use, such as the level of

autonomy of local governments, state traditions and austerity measures. A research agenda is formulated for

further investigation.

Originality/value –Contributing to the CS debate, our study focuses on its application in evaluating public

service delivery by ALBs. The explorative design, expert opinions and theoretical foundations enhance

understanding, offering insights into factors potentially shaping CS use in this context. The study proposes a

research agenda, propelling further investigations into this underexplored, yet emerging, area.

Keywords Arm’s length bodies, Citizen satisfaction, Semi-autonomous agencies, Public service delivery

Paper type Research paper

Introduction

Citizen satisfaction (hereafter referred to as CS) is a topic of ongoing debate when assessing

the performance of public administration, particularly in the context of public service

delivery. It serves as a gauge of perception, and as such, it is influenced by subjectivity and

susceptible to cognitive biases (Andersen and Hjortskov, 2016). Consequently, many tend to

favor quantitative metrics to gain insights into the performance of public service delivery

agencies. On the other hand, the integration of citizen sourcing initiatives into decision-

making processes by governments worldwide reflects a shift towards more participative

decision-making (Schmidthuber et al., 2019), assuming benefits for public service quality and

interactive value creation.

Despite the reservations about the subjectivity of CS there is a casefor considering it in the

evaluation of public service delivery. This is because citizens’evaluations are grounded in

their real-life experiences (Blaug et al., 2006;Zwick et al., 1995), making it a somewhat

unreliable measure. Nevertheless, governments could use CS as a metric to achieve a broader

understanding of CS with services, to find a way to manage expectations and to improve

public service delivery and information flow among stakeholders and enhance transparency.

However, its real-world use remains limited (Zhang et al., 2022). Our study relies on expert

IJPSM

37,6

748

The current issue and full text archive of this journal is available on Emerald Insight at:

https://www.emerald.com/insight/0951-3558.htm

Received 8 February 2024

Revised 2 April 2024

23 May 2024

Accepted 7 June 2024

International Journal of Public

Sector Management

Vol. 37 No. 6, 2024

pp. 748-767

© Emerald Publishing Limited

0951-3558

DOI 10.1108/IJPSM-01-2024-0015

opinions (Bogner et al., 2009;D€

oringer, 2021), from eleven countries to explore CS’role in

measuring public service delivery at the local level by arm’s length bodies (ALBs), which are

increasingly common in local government due to decentralization and outsourcing (John,

2022;Van Genugten et al., 2020;Kuhlmann and Bouckaert, 2016).

Through this approach, we answer the central research questions:

RQ1. If and how does CS serve as a tool for performance measurement of ALBs in charge

of public service delivery at the local level?

RQ1 is answered through a comprehensive literature review and integrated by expert

interviews;

RQ2. And how can its use (or lack thereof) be explained?

RQ2 is answered through the analysis of expert interviews and development of causal

correlations between the potentially influencing factors.

We start by explaining the hybrid inductive-deductive methodology, followed by a brief

literature review and theoretical exploration in the second section, where we identify the

sensitizing concepts that have guided our analysis and provide a theoretical foundation for

using CS evaluation by ALBs in local government. The third section will discuss data

collection and the process of analysis. We then present and discuss the results and formulate

a research agenda and a set of propositions for further research.

Theoretical exploration and sensitizing concepts

Guti

errez Rodr



ıguez et al. (2009, p. 2, citing Oliver [1980]) define customer satisfaction and

dissatisfaction as “results from experiencing a service quality encounter and comparing that

encounter with what was expected”. Satisfaction results from experience, as opposed to

perceived quality, which depends on “the customer’s judgment about the superiority or

excellence of a product”(Zeithaml, 1988 in Guti

errez Rodr



ıguez et al., 2009, p. 2). CS, in the

public sector, is a less popular evaluation method for performance compared to the private

sector (Minelli and Ruffini, 2018), although it serves as a proxy for policy efficiency (Guti

errez

Rodr



ıguez et al., 2009). It emerged from the marketization of public administration (deLeon

and Denhardt, 2000) and is associated with public trust (Welch et al., 2004) and linked to

information asymmetry between government and individuals (De Matteis et al., 2023;

Schmidthuber et al., 2019;Yamamura, 2012). CS is also a predictor of perceived quality of life

for the citizens (Bucaite Vilke and Vilkas, 2018) and is linked to the well-being of public

personnel (De Matteis et al., 2023).

CS is thus a tool for policymakers to bridge the gap with the public, enhance trust and

promote citizen participation. In the next sections, we introduce the sensitizing concepts

guiding this study.

ALBs

Our first sensitizing concept is: CS evaluation with services delivered by bodies arm’s length, at

local government level. ALBs are “organisations which spend public money and fulfil a public

function but exist with some degree of independence from politicians”(Van Genugten et al.,

2020, p. 139). They range from semi-autonomous entities like the UK development companies

to French “Metropolitan agencies”to private-law-based corporations and foundations. Their

aim is to efficiently deliver public services by decentralizing management and granting high

autonomy to specialized units. Varying degrees of fragmentation and autonomy, influenced

by legal contexts and state traditions, lead to complex interactions among stakeholders. This

can result in unclear accountability and increased information asymmetry, affecting citizens’

trust in their government (Yamamura, 2012).

International

Journal of Public

Sector

Management

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