Empowering the Customer: The Citizen in Public Sector ReformThe publication series, Managing the Public Service: Strategies for Improvement, provides the reader with access to the experiences and the success of elected and appointed officials from across the Commonwealth. The current title, Empowering the customer, is a continuation of this series.Redefining citizens as customers is a central concept in the current public sector reforms. To this end, various market-oriented measures, public-private partnerships and new performance management approaches have been introduced, in addition to traditional consumer protection mechanisms, to promote genuine empowerment of the customer. This publication explores some of these recent strategies based on Commonwealth best practice. It presents, among other things, guidelines on developing clients' charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived. The public sector is of course remarkably different from business, and not easily amenable to the conditions of a perfect market environment. The publication addresses some of the implications of this issue for the implementation of the new management theory. It provides hands-on materials and policy ideas for governments, practitioners and experts. |
Common terms and phrases
achieve appropriate assessment award Ayeni benefits Charter Mark charters covering choice citizens as customers clients Commonwealth countries Commonwealth Secretariat competition consultation Consumer Affairs consumer organisations consumer protection consumers of public cost Council customer empowerment delivery of public developing doctor drug effective emphasised empowered ensure environment established example expectations experience feedback framework Ghana guarantee implementation important improve India initiative institutions International introduction involved issues John Major laws less privileged London Malaysia market place measures monopoly needs Office OFTEL Ombudsman ordinary individual Patient's Charter patients performance practices principle private sector problems public administration public sector reforms public service providers quality of service redress relevant responsible role safety service charter service delivery service standards socially deprived groups South Africa staff strategies targets thalidomide Total Quality Management trade United Kingdom United Nations Guidelines users value for money
References to this book
The Changing Role of Government: The Reform of Public Services in Developing ... Richard Batley,George A. Larbi No preview available - 2004 |