Titlebook: Engaging Public Sector Clients; From Service-Deliver John Alford Book 2009 Palgrave Macmillan, a division of Macmillan Publishers Limited 2

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書目名稱Engaging Public Sector Clients讀者反饋




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OPINE

Morbid

Clients in the Public Sector,do we characterise the ‘members of the public’ with whom government organisations deal in the various encounters and transactions at their ‘business end’ (Moore 1995, 37)? This issue has come to the forefront of public management in the past decade or so, as client focus and service quality have att

Peak-Bone-Mass

Legal Compliance, Regulation, and Co-production,was defined as people acting in accordance with agency requirements, and compulsion, which is only one of the reasons why people might comply. It was argued that in this context all co-production constitutes a form of compliance, since it entails contributing to agency purposes in response to some a

arrhythmic

疏遠(yuǎn)天際

Postal Service Customers as Co-producers,t important part in the performance of the postal service: we are co-producing the sorting of our mail and hence expediting its delivery. The efforts of postal organisations since the 1960s to reduce costs and improve service quality through the introduction of new technology have been reliant, to a

疏遠(yuǎn)天際

BRAVE

Taxpayers as Co-producers,ople with whom the tax authority interacts at its business end: the taxpayers. When we think of a tax collection agency we think not of delighted customers but rather of people being compulsorily deprived of some of their income, and thereby losing rather than receiving value from the organisation.

可商量

Client Co-production: An Exchange Perspective,es to address the two questions which are the focus of this book: the circumstances in which an organisation might beneficially utilise client co-production; and when different factors prompt clients to co-produce. Together these questions basically concern what each party to the co-production relat

obligation

Implications,fested at the point where three fields intersect: co-production, public sector client service, and legal compliance. Consequently, it has indirect implications, since each of these fields is concerned with phenomena adjacent to client co-production. This chapter considers these implications.