Citizen, customer, partner: engaging the public in public management
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Armonk, N.Y.
Sharpe
2012
|
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 242 S. |
| ISBN: | 9780765627209 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804152235976818688 |
|---|---|
| adam_text | CONTENTS
ACKNOWLEDGMENTS XI
PART I. INTRODUCTION 1
1. CITIZEN, CUSTOMER, PARTNER, AND PUBLIC MANAGEMENT 3
THE PUBLIC S THREE PRIMARY ROLES 4
PURPOSE AND PLAN OF THE BOOK 12
2. THE CHANGING PLACE OF THE PUBLIC IN PUBLIC MANAGEMENT 14
POLITICS AND ADMINISTRATION: CONTRASTING PERSPECTIVES 14
THREE WAVES OF CHANGE 19
CITIZEN, CUSTOMER, PARTNER: THREE ESSENTIAL ROLES 28
PART II. THE PUBLIC AS CUSTOMER 31
3. PROVIDING CUSTOMER SERVICE IN PUBLIC SERVICE 33
A HIGH-VOLUME ACTIVITY 34
IS IT A MISTAKE TO VIEW THE PUBLIC AS CUSTOMERS? 35
PROVIDING GOOD CUSTOMER SERVICE 38
GOVERNMENT S UNIQUE CUSTOMER SERVICE CHALLENGE:
WHOM TO CONTACT AND HOW 43
THE PROMISE OF NEW TECHNOLOGIES 46
THE BENEFITS OF BETTER CUSTOMER SERVICE 57
4. LEARNING ABOUT THE PUBLIC S NEEDS 60
THE VALUE OF INFORMATION FROM GOVERNMENT S CUSTOMERS 60
CITIZEN CONTACTS AND CUSTOMER RELATIONSHIP
MANAGEMENT SYSTEMS 61
CITIZEN, CUSTOMER, AND STAKEHOLDER SURVEYS 66
FOCUS GROUPS 76
MANAGEMENT BY GETTING AROUND 80
THE VALUE AND CHALLENGES OF BETTER INFORMATION ON CUSTOMERS 81
PART III. THE PUBLIC AS PARTNER 83
5. COPRODUCING PUBLIC SERVICES AND PUBLIC VALUE 85
AN OVERVIEW OF COPRODUCTION AND PARTNERING 86
THE RANGE OF COPRODUCTION: A SAMPLER 91
WHY COPRODUCTION AND WHY NOW? 96
BENEFITS, COSTS, AND LIMITATIONS 99
THE LIMITS AND POTENTIAL OF COPRODUCTION 101
6. MANAGING FOR COPRODUCTION 102
CHANGE THE OUTLOOK OF PUBLIC MANAGERS 102
SIMPLIFY THE TASK 103
ENHANCE THE ABILITIES OF THE PUBLIC 106
PROVIDE INCENTIVES FOR THE PUBLIC TO CONTRIBUTE 106
USE SANCTIONS AS A LAST RESORT 112
TOWARD EXPANDED COPRODUCTION 113
PART IV. THE PUBLIC AS CITIZEN 117
7. WHEN IS PUBLIC INVOLVEMENT DESIRABLE? 119
THE EVOLUTION OF PUBLIC INVOLVEMENT 120
THE DEBATE OVER PUBLIC INVOLVEMENT 121
ASSESSING THE NEED FOR INVOLVEMENT 126
GETTING OUT FRONT ON ISSUES 134
STRUCTURING A SUPPORTIVE DECISION-MAKING FRAMEWORK 137
ENTERING THE WORLD OF PUBLIC INVOLVEMENT 141
8. ENGAGING REPRESENTATIVE PARTICIPATION AND REACHING
EFFECTIVE DECISIONS 144
THE DILEMMA OF REPRESENTATIVE PARTICIPATION 144
DEFINING THE RELEVANT PUBLIC 146
ACHIEVING OPEN DIALOGUE AND EFFECTIVE RESOLUTION 158
THE PROMISE OF PUBLIC INVOLVEMENT 164
9. TECHNIQUES FOR INVOLVING THE PUBLIC IN DECISION MAKING 168
PUBLIC COMMENT PERIODS 168
PUBLIC MEETINGS 173
CITIZENS ADVISORY COMMITTEES 179
PUBLIC DELIBERATION 185
AN EXPANDING ARRAY OF OPTIONS 190
PART V. CONCLUSIONS 195
10. IMPLICATIONS FOR PUBLIC MANAGERS, THE PUBLIC, AND DEMOCRACY 197
WORKING WITH THE PUBLIC: A SUMMARY ARCHITECTURE 197
WHEN ROLES OVERLAP: THE PUBLIC AS CITIZEN, CUSTOMER,
AND PARTNER 201
A NEED FOR NEW SKILLS 207
A NEW VIEW OF CITIZENSHIP 208
A THREAT TO THE PUBLIC INTEREST? 210
CITIZEN, CUSTOMER, PARTNER, AND DEMOCRACY 212
APPENDIX. THE DESIGN PRINCIPLES: GUIDELINES FOR WORKING
WITH THE PUBLIC 215
PRINCIPLES FOR WORKING WITH THE PUBLIC AS CUSTOMERS 215
PRINCIPLES FOR WORKING WITH THE PUBLIC AS PARTNERS 216
PRINCIPLES FOR WORKING WITH THE PUBLIC AS CITIZENS 216
REFERENCES 219
INDEX 235
ABOUT THE AUTHOR 243
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| indexdate | 2024-07-10T01:07:30Z |
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| isbn | 9780765627209 |
| language | English |
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| title | Citizen, customer, partner engaging the public in public management |
| title_auth | Citizen, customer, partner engaging the public in public management |
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| title_full | Citizen, customer, partner engaging the public in public management John Clayton Thomas |
| title_fullStr | Citizen, customer, partner engaging the public in public management John Clayton Thomas |
| title_full_unstemmed | Citizen, customer, partner engaging the public in public management John Clayton Thomas |
| title_short | Citizen, customer, partner |
| title_sort | citizen customer partner engaging the public in public management |
| title_sub | engaging the public in public management |
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