Engaging public sector clients: from service-delivery to co-production
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Basingstoke
Palgrave Macmillan
2009
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references (p. 227-255) and index |
| Beschreibung: | XIV, 261 S. |
| ISBN: | 9780230223769 0230223761 |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | ENGAGING PUBLIC SECTOR CLIENTS FROM SERVICE-DELIVERY TO CO-PRODUCTION
JOHN ALFORD PROFESSOR OF PUBLIC SECTOR MANAGEMENT . UNIVERSITY OF
MELBOURNE AND AUSTRALIA AND NEW ZEALAND SCHOOL OF GOVERNMENT, AUSTRALIA
MACMILLAN CONTENTS LIST OF ILLUSTRATIONS X ACKNOWLEDGEMENTS XII
PREFACE XIY INTRODUCTION: CLIENT CO-PRODUCTION OF PUBLIC SERVICES 1
CLIENTS AS CO-PRODUCERS 1 CLIENT CO-PRODUCTION IS EVERYWHERE 2
CO-PRODUCTION IS (BACK) IN FASHION 4 PUBLIC MANAGEMENT INSIGHTS 9 CLIENT
CO-PRODUCTION: THE ISSUES 10 OUTLINE OF THE BOOK 13 1 THE CO-PRODUCTION
CONCEPT 15 INTRODUCTION 15 THE EVOLUTION OF CO-PRODUCTION 15 DEFINING
CO-PRODUCTION 18 THE DISCOUNTING OF CLIENTS IN CO-PRODUCTION 23 WHEN
CO-PRODUCTION IS APPROPRIATE 24 WHY CO-PRODUCERS PRODUCE 26 CONCLUSION ^
I 29 2 CLIENTS IN THE PUBLIC SECTOR 30 INTRODUCTION 30 THE
INAPPLICABILITY OF THE PRIVATE SECTOR CUSTOMER MODEL 32 A BROADER
CONCEPTION OF EXCHANGE 37 EXCHANGE AND PUBLIC SECTOR CONSUMERS 39
DEFINING CLIENTS 45 CO-PRODUCTION IN THE CLIENT SERVICE PERSPECTIVE 47
CONCLUSION 48 3 LEGAL COMPLIANCE, REGULATION, AND CO-PRODUCTION 50
INTRODUCTION . 50 , THE NEGLECT OF CO-PRODUCTION IN THE COMPLIANCE
LITERATURE 51 CRIMINAL DETERRENCE: PROPONENTS AND CRITICS 52 REGULATION
55 COMBINING PUNISHMENT AND PERSUASION 58 VIII CONTENTS ROLE OF
EDUCATION/ASSISTANCE 61 REGULATION AND CO-PRODUCTION * 62 CONCLUSION 63
4 THEORETICAL CONSTRUCTS AND METHODOLOGY 64 INTRODUCTION 64 THEORETICAL
CONSTRUCTS 64 THE CASE METHOD 67 THE CASES 69 METHODOLOGY AND DATA
SOURCES 70 5 POSTAL SERVICE CUSTOMERS AS CO-PRODUCERS 73 INTRODUCTION 73
PRESSURES TO IMPROVE MAIL EFFICIENCY 73 THE UK POST OFFICE AND POSTCODES
76 THE US POSTAL SERVICE AND ZIP CODES 80 AUSTRALIA POST AND POSTCODE
SQUARES 83 WHEN CLIENT CO-PRODUCTION IS USEFUL FOR POSTAL ORGANISATIONS
87 ELICITING CO-PRODUCTION FROM POSTAL CUSTOMERS 91 THE TERMS OF THE
EXCHANGE BETWEEN POSTAL SERVICES AND THEIR CUSTOMERS 95 CONCLUSION 95 6
LONG-TERM UNEMPLOYED PEOPLE AS CO-PRODUCERS 96 INTRODUCTION 96 VALUE IN
EMPLOYMENT PROGRAMS AND SERVICES 101 THE SHIFT TO ACTIVE JOB SEARCH
REGIMES 103 ASSESSING THE PERFORMANCE OF CO-PRODUCTION BY THE LONG-TERM
UNEMPLOYED 115 ELICITING CO-PRODUCTION 119 CONCLUSION 132 7 TAXPAYERS
AS CO-PRODUCERS 134 INTRODUCTION 134 VALUE IN TAX ADMINISTRATION 137 THE
US INTERNAL REVENUE SERVICE 138 THE AUSTRALIAN TAXATION OFFICE 142 HER
MAJESTY S REVENUE AND CUSTOMS 147 ASSESSING THE PERFORMANCE OF TAXPAYER
CO-PRODUCTION IN THE TAX RETURN PROCESS 150 ELICITING TAXPAYER
CO-PRODUCTION 156 CONCLUSION 173 CONTENTS IX 8 CLIENT CO-PRODUCTION: AN
EXCHANGE PERSPECTIVE 175 INTRODUCTION 175 WHEN IS CLIENT CO-PRODUCTION
APPROPRIATE? 175 ELICITING CO-PRODUCTION (1): INCREASING CLIENTS
WILLINGNESS TO CONTRIBUTE 183 ELICITING CO-PRODUCTION (2): INCREASING
CLIENTS ABILITY TO CONTRIBUTE 199 THE ROLE OF THIRD PARTIES 201
CONCLUSION: THE BASIC EXCHANGE RELATIONSHIP 202 9 MANAGING FOR CLIENT
CO-PRODUCTION 205 CLIENT FOCUS * 205 THE ORGANISATION S REQUIREMENTS OF
ITS CLIENTS 205 MEETING THE CLIENTS NEEDS 208 CONCLUSION 214 10
IMPLICATIONS 215 INTRODUCTION 215 IMPLICATIONS FOR CO-PRODUCTION 215
IMPLICATIONS FOR PUBLIC SECTOR CLIENT SERVICE 217 IMPLICATIORIS FOR
LEGAL COMPLIANCE AND REGULATION 218 FURTHER RESEARCH 219 A NEW PHASE OF
PUBLIC MANAGEMENT 220 NOTES 223 BIBLIOGRAPHY , I 227 INDEX 257
|
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| spelling | Alford, John 1950- Verfasser (DE-588)139746609 aut Engaging public sector clients from service-delivery to co-production John Alford Basingstoke Palgrave Macmillan 2009 XIV, 261 S. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references (p. 227-255) and index Management Case studies Public administration Case studies Management (DE-588)4037278-9 gnd rswk-swf Verwaltung (DE-588)4063317-2 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Management (DE-588)4037278-9 s Verwaltung (DE-588)4063317-2 s DE-604 GBV Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018639130&sequence=000003&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Alford, John 1950- Engaging public sector clients from service-delivery to co-production Management Case studies Public administration Case studies Management (DE-588)4037278-9 gnd Verwaltung (DE-588)4063317-2 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4063317-2 (DE-588)4522595-3 |
| title | Engaging public sector clients from service-delivery to co-production |
| title_auth | Engaging public sector clients from service-delivery to co-production |
| title_exact_search | Engaging public sector clients from service-delivery to co-production |
| title_full | Engaging public sector clients from service-delivery to co-production John Alford |
| title_fullStr | Engaging public sector clients from service-delivery to co-production John Alford |
| title_full_unstemmed | Engaging public sector clients from service-delivery to co-production John Alford |
| title_short | Engaging public sector clients |
| title_sort | engaging public sector clients from service delivery to co production |
| title_sub | from service-delivery to co-production |
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