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|a0230235816
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|a9780230235816
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7
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|a10.1057/9780230235816|2doi
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|aUKPGM|beng|cUKPGM|dYDXCP|dNOU
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|aAPTA
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14
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|aHD31|b.A39 2009
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082 |
04
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|a351|222
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100 |
1
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|aAlford, John,|d1950-
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10
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|aEngaging public sector clients|h[electronic resource] :|bfrom service-delivery to co-production /|cJohn Alford.
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260 |
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|aBasingstoke [England] ;|aNew York :|bPalgrave Macmillan,|c2009.
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300 |
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|axiv, 261 p. ;|c23 cm.
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|aIncludes bibliographical references (p. 227-255) and index.
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0
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|aThe 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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|aDelivering 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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|aElectronic reproduction.|bBasingstoke, England :|cPalgrave Macmillan,|d2009.|nMode of access:World Wide Web.|nSystem requirements: Web browser.|nTitle from title screen (viewed on July 24, 2009).|nAccess may be restricted to users at subscribing institutions.
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650 |
0
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|aManagement|vCase studies.
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650 |
0
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|aPublic administration|vCase studies.
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655 |
7
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|aElectronic books.|2local
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710 |
2
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|aPalgrave Connect (Online service)
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1
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|cOriginal|z9780230223769|z0230223761|w(DLC) 2008052842|w(OCoLC)289095917
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809 |
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|pEB|dHD31|eA389|y2009
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856 |
40
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|3Palgrave Connect|uhttp://www.palgraveconnect.com/doifinder/10.1057/9780230235816|zaccess to fulltext (Palgrave)
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