The Service State: Rhetoric, Reality and Promise

Index

179 A Accenture partnerships with, 92 studies by, ix, xi, 15, 131, 136, 157 access to information, 98, 142 accountability agencies’, 135 based on performance outcomes, 96 in bureaucracies, 151 citizen engagement in, 90 in collaborative governance, 89 delegation to communities, 118 ensuring, 86 in federalism, 109 in horizontal collaborations, 90 methods, 90–95 and network governance, 90 in partnerships, 95 in project management framework, 94–95 public dimension to, 103–104 in public value management, 127– 128 and risk aversion, 129 for service transformation, 92 shared, 9, 97, 98–104, 113 and single-window service, 50 traditional, 131 upward, 151 and Web 2.0, 135 active participation model, 22 INDEX adhocracy, 18 age of participation, 130–131 agency movement accountability, 135 Canadian attitude to, 26 collaboration in, 91, 142 in new public management, 14–15 organizational architecture for, 133 roles and responsibilities, 96 service boundaries, 135 Agreement on Internal Trade, 109 Alberta employee surveys, 55, 57, 59, 72–73 integrated service, 125 network governance in, 122 public service career opportunities, 77 service transformation in, 3 staff relationships with supervisors, 72 annual reports, 14, 16 attribution and single-window service, 50 auditing and governance shifts, 90–91 of partnerships, 94, 98, 102, 103 in reporting function, 92 Australia agency-driven service integration, 14, 15 bureaucratic reform, 33 The Service State 180 democratization of service delivery, 18–19 e-government in, 20 federal service delivery, 118–119 service culture in, 84 See also Centrelink B back-office innovations for integrated service delivery, 143 inter-jurisdictional collaboration, 112 supporting front-end services, 4 and technology, 10–11, 113 through private partnerships, 89, 112 Belgium, 110–111, 115, 124 benchmarking, 35 See also measurement BizPaL, 4, 106, 115 blogs, 113, 154 branding, 50 British Columbia attitudes to providing good service, 64 cross-jurisdictional ventures, 4 employee training, 77–78, 80 integration of services, 3, 91–92, 105n1 public service career opportunities, 75–76 service transformation in, 3 shared accountability in, 98–104 staff relationships with co-workers, 67 See also Service BC British Columbia Auditor General, 53–56, 58–59, 64–65, 67–70, 75 British Columbia Public Service Agency, 58–59 bundling services, 88–89, 145 bureaucracies accountability in, 151 agencies, 96 effect on non-profit partners, 151 in federalism, 109 machine, 18 resistance to change, 32, 33 results of changing, 49 and service culture, 53 and staff satisfaction, 71–72, 75 users’ attitudes to, 66–67 See also public servants business architecture, 6, 28 business model perspective, 114 Business Registration Online, 115 businesses, 4, 106, 115 C Canada federalism in, 108 ranking in service provision, ix–x, 136 ranking in surveying citizens, 31 See also federal government; Government On-Line Canada Health Infoway, 117, 125 Canada Revenue Agency, 4, 9, 15–16, 147–148, 156 See also tax filing Canadian Council of Motor Transport Administrators, 117 Canadian Union of Public Employees, 60, 68 careers, in public service delivery, 1, 3, 7, 34 cell phones, 136 centralization of service delivery, 49– 50, 88, 89–90, 145 Centrelink (Australia), 14, 15, 18–19, 47, 124–125 choice in Government 2.0, 131, 136 ontological consequences of methodological, 33 Index 181 in public value management, 137 users’, 28, 29, 99, 136 cities See municipal governments citizen-centred relationship advocates of, 26–27 and customer relationship management , 16 defined, 2 and direct democracy, 87 drive for, ix–x, 31 examples of, 47 legitimizing, 47 problems with, 48 service channel management for, 99 through Web 2.0, 134 Citizen-Centred Service Network, 34, 35 citizen-centric federalism, 107 citizens critical thinking by, 44 defined, 22, 29 duty and responsibility, 29 empowering, 157 engagement in accountability, 90 engagement models, 22–23, 27–28 evaluating public services, 32 involvement in service improvement , 32, 48 legitimacy of term, 137 as owners, 44 paying extra for more service, 154 service recipients’ self-image as, 21–22, 146n3 service users as, 26, 149, 157 surveys of, 31, 42 Citizens First assessing, 6, 32–33, 37, 50 causal claims, 39–42, 51n4 methods, 51n3 purpose of, 31–32 recommendations of, 41–42 representativeness of, 37–39 research by, 15, 35, 37–44, 43 response rates, 37–38, 39 on service integration, 47 civil servants See public servants client-based service delivery, 17, 20– 21, 28, 109 clients attraction versus coercion of, 85 defined, 17, 66 demanding, 66–67 in online service delivery, 93 service recipients’ self-image as, 21–22...