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Engaging public sector clients = fro...
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Alford, John, (1950-)
Engaging public sector clients = from service-delivery to co-production /
Record Type:
Electronic resources : Monograph/item
Title/Author:
Engaging public sector clients/ John Alford.
Reminder of title:
from service-delivery to co-production /
Author:
Alford, John,
Published:
Basingstoke [England] ;Palgrave Macmillan, : 2009.,
Description:
xiv, 261 p. ;23 cm.;
Subject:
Management -
Online resource:
access to fulltext (Palgrave)
ISBN:
9780230235816
Engaging public sector clients = from service-delivery to co-production /
Alford, John,1950-
Engaging public sector clients
from service-delivery to co-production /[electronic resource] :John Alford. - Basingstoke [England] ;Palgrave Macmillan,2009. - xiv, 261 p. ;23 cm.
Includes bibliographical references (p. 227-255) and index.
The co-production concept -- Clients in the public sector -- Legal compliance, regulation, and co-production -- Theoretical constructs and methodology -- Postal service customers as co-producers -- Long-term unemployed people as co-producers -- Taxpayers as co-producers -- Client co-production : an exchange perspective -- Managing for client co-production -- Implications.
Delivering better services to clients has become a watchword of public management, but its proponents miss a critical aspect: they neglect the important role clients themselves play in co-producing public services. This means more than simply participating in decisions or giving feedback about programs: it entails clients contributing time and effortto delivering services. Exploring three rich cases (postal customers, long-term unemployed, and taxpayers) across the US, UK and Australia, this book analyses firstly when it makes sense for public agencies to try to harness clients b2 s co-production, and secondly how organizationscan better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values. It also suggests how organizations can better equip themselves to tap client co-production. In the process it challenges many ofour assumptions about how government can relate to the public it serves.
Electronic reproduction.
Basingstoke, England :
Palgrave Macmillan,
2009.
Mode of access:World Wide Web.
ISBN: 9780230235816
Standard No.: 10.1057/9780230235816doiSubjects--Topical Terms:
146241
Management
Index Terms--Genre/Form:
96803
Electronic books.
LC Class. No.: HD31 / .A39 2009
Dewey Class. No.: 351
Engaging public sector clients = from service-delivery to co-production /
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John Alford.
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2009.
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xiv, 261 p. ;
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23 cm.
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Includes bibliographical references (p. 227-255) and index.
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The co-production concept -- Clients in the public sector -- Legal compliance, regulation, and co-production -- Theoretical constructs and methodology -- Postal service customers as co-producers -- Long-term unemployed people as co-producers -- Taxpayers as co-producers -- Client co-production : an exchange perspective -- Managing for client co-production -- Implications.
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Delivering better services to clients has become a watchword of public management, but its proponents miss a critical aspect: they neglect the important role clients themselves play in co-producing public services. This means more than simply participating in decisions or giving feedback about programs: it entails clients contributing time and effortto delivering services. Exploring three rich cases (postal customers, long-term unemployed, and taxpayers) across the US, UK and Australia, this book analyses firstly when it makes sense for public agencies to try to harness clients b2 s co-production, and secondly how organizationscan better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values. It also suggests how organizations can better equip themselves to tap client co-production. In the process it challenges many ofour assumptions about how government can relate to the public it serves.
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2009.
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Management
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146241
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access to fulltext (Palgrave)
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