Planning, Performance And Public Services

The policies of the Labour government in the UK place renewed emphasis on rational planning in the public sector. The government’s assumption is that this approach to decision making will lead to improvements in performance. Although the theoretical costs and benefits of rational planning have been widely debated in the public administration literature, no systematic empirical research on the impact of planning on the performance of public organizations has been conducted. By contrast, the relationship between rational planning and the success of private firms has been investigated extensively. A meta‐analysis and critical review of this evidence suggests that planning is generally associated with superior performance. However, important questions remain unresolved. For example, under what circumstances does planning work best, and which elements of planning are most important? Therefore, although it may be appropriate to encourage public agencies to consider carefully the potential benefits of planning, rational processes should not be imposed upon them.     

TQM and labor-management cooperation-- a noble experiment for the public sector

Recent initiatives by the Clinton Administration to promote labor-management cooperation and to reinvent government suggest reconsidering the efficacy of total quality management (TQM) and labor-management cooperation initiatives in the public sector. Key elements of both initiatives, for example, process improvement/innovation, focus on the customer, and employee empowerment, are inherent parts of the National Performance Review (NPR) and, as such, are critical to the achievement of NPR outcomes. Achieving these outcomes involves the simultaneous transformation of agencies and unions. This is no small task. The challenges and risks involved in such a large-scale transformation are identified, as well as the factors that make the public sector an appropriate (and safe) place for the American labor movement to experiment with new ways to manage relationships.     

CUSTOMER CARE AND THE PUBLIC SERVICE ETHOS

The Labour governments that have been in power in the UK since 1997 have reconceptualized the public service ethos. In an apparent departure from their Conservative predecessors, Labour ministers have argued that the distinctive culture of public service can enhance rather than impede service quality and deliver high levels of customer care. This article utilizes interviews and content analysis data to explore the ethical dimension of public service, the significance of the language of customer in relation to ethos, and the implications for service delivery of a customer care focus. Case study findings show that a customer orientation is endorsed by politicians and bureaucrats in both central and local government, although there is a lack of clarity about the service manifestations of such a shift in emphasis. Respondents voiced concerns about the viability of customer care in the public sector as well as the sidelining of the political role of citizen.     

Marketing-oriented planning in public administration: The case of the state development agency

Noting that concepts from marketing are not often found in the public management: literature, the authors present a multi-stage marketing-oriented planning model which can be used in the public sector. the mods1 is applied to the case of industrial development agencies, wit11 emphasis on the use of the model in recruiting foreign direct investment. The model includes the determination of organization mission, goals and objectives, resources, and growth strategies as elements of the management planning process. The marketing planning stage of the model includes opportunity analysis, positioning for target markets, marketing mix selection, and control. The two main stages of the process are mediated by factors in the internal and external environments of the organization.     

How Much Is Really Known About the Meaning of the Term “Conflict of Interest”?

Often codes of ethics require dealing with conflict of interest (CoI) without defining the boundaries of the phenomenon. In this case, CoI recognition is left to the discretion of the individual. The aim of this work is to answer to the following research questions: How much is really known about the meaning of the term CoI? Do individuals share the same CoI definition? In order to address these questions, we use the results of a questionnaire administered to 86 Italian public sector employees during some training courses on conflict of interest and corruption. The choice of this sample is particularly significant in that the Italian regulation provides for all public employees a code of conduct that requests avoiding, or at least disclosing, the CoI without prior definition of the meaning of the term. The results of our analysis show that public employees are uncertain about or come to different considerations of what CoI is and is not; consequently they deal with it in different ways. Thus, codes of conduct and ethics trainers should direct more attention on CoI definition, providing examples to facilitate its identification and resolution.     

ENTREPRENEURIAL LEADERSHIP IN THE ENGLISH PUBLIC SECTOR: PARADOX OR POSSIBILITY?

Our study explores the possibility for the enactment of entrepreneurial leadership in the English public sector under the Labour government’s modernization agenda. To substantiate our analysis, we draw upon data gathered from leaders in three public sector arenas – the National Health Service, secondary schools, and further education (FE) colleges. Our study proposes a definition of public sector entrepreneurship that extends beyond existing literature. In essence, we contend that public sector entrepreneurship is characterized by the combination of three distinct agencies: ‘stakeholder’, ‘entrepreneurial’ and ‘political’. The public sector entrepreneur identifies market opportunities within the political landscape, optimizes the performance‐enhancing potential of innovation for the public sector organization, and carries stakeholders in a way that both permits risk and recognizes the stewardship of public sector resources.     

Operationalizing Strategy Content: An Example from the Transit Industry

While models of organizational strategy saturate private sector research, public sector research lags behind. The model created by Boyne and Walker (2004) is an exception. The main objective of this study is to operationalize this model using a unique data set from the US transit industry. Through a survey of 103 local transit agencies, we developed separate strategy profiles for each agency that help us answer important questions about organizational strategy. We find that not only do the organizations adopt a mix of strategic stances through the action areas; they also have distinct profiles, which vary greatly between agencies.     

The Rights-Asserting Contemporary Public Service Customer in Botswana

This article discusses an often-ignored subject in Botswana-specific literature: the emergence of rights-asserting contemporary public service customers. These customers unflinchingly demand their rights. Given this situation, this article argues that there is a need for a paradigm shift on the part of public servants. Among other things, this will entail the crafting of a new internally created customer service charter which puts a high premium on service delivery. Thus, the charter should beget a public service that respects customers' inviolate right to quality public service. Although the case study is about Botswana, there are general lessons — e.g., an internally created public service charter.     

REFORMING PUBLIC SERVICES IN THE UK: BRINGING IN THE THIRD SECTOR

In the UK, the government continues its project to reform public services. Earlier projects have focused on the modernization of public sector organizations; in the latest round of reform, New Labour has focused on widening choice and the personalization of services. To this end, the government has been working with Third Sector (TS) organizations to expand their role in shaping, commissioning and delivering public services. The government’s vision is predicated on a normative assertion, that, unlike traditional public sector organizations, TS bodies create public value by being more innovative, are inspired by altruistic aims and values, and have greater commitment to their clients. This paper reviews recent policy and questions whether the government’s policy is flawed, contradictory and risks damaging the attributes of the TS admired by New Labour.     

Does Ideology Matter? Incentive,Efficiency and Management in the Public Sector

Contracting out has become increasingly popular as a strategy for public sector management for reducing costs, alleviating the burden on government agencies providing services, as well as taking advantage of the practices that have succeeded in the private sector. Generally, the system of management in capitalist liberal democratic systems of government that emphasize rule of law, transparency, performance measurement, and accountability are expected to be more efficient, while socialist regimes are considered to be inefficient due to the lack of these features. This article compares two dissimilar cases of the Hong Kong Special Administrative Region and Shenzhen Special Economic Zone of China. An examination of the management of contract in the area of public housing in these cities reveal that the socialist city of Shenzhen has achieved a higher level of efficiency, while capitalist Hong Kong lags behind in establishing an effective system of management of contracts in the public sector. The finding challenges the traditional assumptions related to efficiency under different ideological regimes.     

Therefore,Is Bureaucracy Dead? Making a Case for Complementarity of Paradigms in Public Administrative Thinking and Discourse

Public Administration has gone through conceptual development to inject renaissance and public value creation. The literature provides a battleground of ideas between bureaucracy, new public management and post NPM with the latter ones chastising bureaucracy. The new developments should be seen as perfecting and correcting some of the extremes of bureaucracy but cannot replace it entirely. Owing to the broad nature of the public sector coupled with complex goals, agencies and mandates; this paper argues for a synergistic relationship and harmonization of the principles espoused by each paradigm; because each may be applicable in specific context, sector and periods.     

SHIFTING SANDS: TEACHING PUBLIC ADMINISTRATION IN A CLIMATE OF CHANGE

This article analyses influences which in recent decades have changed the way in which public administration has been taught in British higher education. Focusing mainly on the former polytechnics, the article argues that a curriculum shift away from the social sciences and towards management, and changes in the nature of the British public sector, have profoundly influenced approaches to teaching public administration. It suggests that learning strategies are closely related to debate about the nature of the discipline and its location within the academic spectrum. The article also raises questions about the extent to which public administration teachers in British universities are equipped to present the more applied and skills-based teaching which has often been adopted in recent years, and the tensions which this might pose particularly in the‘new’universities with the increasing emphasis upon academic research.     

STRATEGY FORMATION IN PUBLIC AGENCIES

The main contribution of this study is the identification of three modes of strategy for public agencies based on strategic thought in a corporate environment. Strategic design, internal strategic scanning, and strategic governance embody three distinct modes of strategy relevant in the public sector. Programming actions, combining capabilities, and formation of networks capture the essence of these strategic orientations. By offering an organization‐based view of public sector strategy, this study puts public agencies at the centre of strategic examination. The fundamental unit of analysis within agencies is administrative duty, which connects administrative action with the democratic decision‐making process. These three strategy modes are based on complementary and, in some respects, contradictory theoretical assumptions, but all offer opportunities for confronting the diverse environments faced by public agencies. Each strategic orientation has a distinct approach to such features as the role of management, occupational groups, the environment, and types of capital.     

Multiple Voices of Modernization: Some Methodological Implications

This paper systematically examines intra-organizational consensus of perceptions of managerial reform in local government in the UK. The paper questions the role of 'elite surveys' in public sector evaluation research by exploring the extent to which multiple informants agree on the expected impacts of Best Value. Results from a survey of 978 local government officers in 80 local authorities indicate modest levels of consensus. These findings suggest that single respondent surveys are likely to produce unreliable data and misrepresent the impact of public sector policy reforms. Rather than rely on the perceptions of one respondent it is argued that multiple respondent surveys should be employed if rigorous and reliable data are to be used in providing evidence-based policy recommendations for reform in public sector organizations.     

Exploring Contracts as Reinvented Institutions in the Danish Public Sector

Contracts have been on the agenda in public sector reform in most OECD countries. In Denmark, contracts have been considered as one of the most important tools in reorganizing the public sector. The article examines the implementation of contract agencies in central government in Denmark during the 1990s. First, a review of contractual theory distinguishes between 'hard' and 'soft' contracting. Second, recent developments in contracting in Denmark are examined, and three phases of contract agencies are identified. Contracts have been supported by other tools for reporting on performance like annual reports. Third, it is argued that Denmark has put co-operation and negotiation before more strict management and control. The Danish experience can be seen as an alternative to the principal-agent model. The article finishes by discussing the pros and cons of the Danish approach, and suggests that although the pragmatic approach has merits, it may lead to problems in the future concerning the credibility of the whole project.     

What's the Problem in Public Sector Workforce Recruitment? A Multi-Sector Comparative Analysis of Managerial Perceptions

Public sector workforce recruitment is problematic, but the nature of that problem is not clearly defined. Workforce recruitment is essentially a matching problem that requires managers to recruit desired employees in available labor pools. This research asks whether sectoral differences and competition for labor affect whether public managers frame the major problem of workforce recruitment as the size, qualifications, or work ethic of the labor pool. Using survey data from about 2,300 managers from two US states, problem attributions are modeled using multinomial logit. The findings suggest that the public and nonprofit sectors find it more problematic to recruit qualified employees than the private sector, but public and nonprofit agencies hold a comparative advantage over the private sector in recruiting employees with sufficient work ethic. Therefore, public and nonprofit managers should emphasize retention and training to leverage their comparative advantage in recruiting employees with work ethic while addressing a comparative disadvantage in recruiting qualified employees.     

EXIT AND VOICE IN LOCAL GOVERNMENT RECONSIDERED: A ‘CHOICE REVOLUTION’?

Market‐based public management reform has introduced customer choice among competing providers of public services. Choice entails exit, an option which Albert Hirschman famously reserved for the market, while voice is the key mode of communication in political life. Based on elite and mass surveys, the article studies how exit is perceived by citizens and local political and administrative leaders in Norway and Sweden, and how the two strategic options relate to each other. Citizens are more positive towards customer choice and exit than are leaders, albeit with some variation across different public service sectors. Political and administrative leaders are positive towards customer choice models as a strategy to empower clients but more critical in terms of the potential loss of accountability and control that contracting out services may entail.     

PUBLIC SECTOR INNOVATION FOR EUROPE: A MULTINATIONAL EIGHT‐COUNTRY EXPLORATION OF CITIZENS’ PERSPECTIVES

This study presents a three‐year effort to study public sector innovation in Europe from the viewpoint of the citizen. It examines a model of public sector innovation across a multinational sample of eight countries and 626 participants. The paper develops a theory of antecedents to and consequences of innovation in public administration as perceived by knowledgeable citizens and end‐users. Participants were senior and mid‐level managers of third sector organizations that work closely with citizens both as individuals and groups, and with public sector agencies in various domains. Structural Equation Modeling technique was used to examine two theoretical and five alternative models. Major findings that transcend national borders were found to be: (1) responsiveness, together with leadership and vision are important antecedents of innovation in the public sector; (2) public sector innovation affects trust in and satisfaction with public administration; and (3) the effect of public sector innovation on trust and satisfaction is both direct and mediated by the image of public organizations. The paper ends with a discussion of the theoretical and practical implications for public administration theory, especially for public sector innovation in Europe, and with directions for future studies.     

The Mediating Role of Ethical Climate in the Relationship Between Performance Appraisal and Organizational Performance

Although prior research has consistently established a positive relationship between performance appraisal and organizational performance across different research contexts, the mechanisms that underlie this link remain unclear. The present study attempts to fill this void by testing the mediating role of ethical climate in the relationship between performance appraisal and organizational performance across 181 Nigerian public sector agencies. Cross-sectional mediation analyses were performed using partial least squares path modeling approach. Results indicated that performance appraisal was positively and significantly related to organizational performance. Regarding the mediating effect, ethical climate significantly mediated the relationship between performance appraisal and organizational performance. The study made recommendations and drew suggestions for future research to enhance the performance of public sector agencies.     

The Pursuit of Responsive Museum Governance: Community Engagement in Turkish Public Museums

The public museum sector does not remain untouched by the main trends and changes in public administration, even if it has some different characteristics from other government agencies in terms of administrative priorities and purpose. This is why the sector has been largely influenced by the prevailing administrative model of the era. Today, community engagement has become one of the main topics in the sector in parallel with the changes in public administration. Thus, the objective of this study is to propose and test a model that explains Turkish public museums’ community engagement performance. Findings of the research show that goal clarity is the most important factor in the community engagement performance of Turkish public museums, whereas museum infrastructure is surprisingly the least significant factor. Furthermore, this study reveals the positive correlation between the fulfilment of endogenous and exogenous functions of the public museums. Therefore, any effort to make them more engaged in their community should not be regarded as an alternative of their primary functions, namely endogenous functions.