Rethinking the Delivery of Public Services to Citizens
|Arguing that citizens are entitled to responsive, accessible and
reliable public services, author Leslie Seidle examines changes to the delivery
of public services in Canada, the United Kingdom, New Zealand and Australia.
The study highlights three approaches to improving service delivery: structural
change to separate policy and operational functions; quality management
principles; and performance-oriented measures, including performance targets,
service standards and client assessment.
Written by F. Leslie Seidle. Published by the Institute for Research on Public Policy, 1995.
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Last modified: November 16, 1998
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