PETTY BUREAUCRACY AND WOOLLYMINDED LIBERALISM? THE CHANGING ETHOS OF LOCAL GOVERNMENT OFFICERS

Most discussions of the public service ethos ( pse ) have offered polemical accounts of how recent reforms have eroded the distinguishing values of public servants without ever defining this ethos or considering its relationship to other aspects of the public sector. This article considers the deeper and more structural implications of the pse by characterizing it as a political institution that shares the features of'new institutionalism'. It concentrates upon the pse as it manifests itself in local government and uses case studies of four authorities to analyse the extent to which external changes are altering the fundamental values of the ethos. In using the'new institutionalist'perspective it argues that the pse , a vital institution of the UK polity, has been resistant to external pressures for change. Hence, to be successful, public sector reform must take into account the interdependent relationship between the pse and other political institutions.     

The control of professionals in a democracy

The term professional is used in a variety of ways as people discuss issues of professionalism in the public service. There are a1so some particular concerns regarding potential conflicts between ideas of democratic control over people who have expert knowledge and skills. These various ideas of professionalism are examined, and a series of more precise defintione are offered. Time-stratified systems theory is used to clarify the concepts and to indicate how control can be exercised over various types of public employees depending upon the concept of professional being used.     

TAKING THE ‘HIGH ROAD’: DOES PUBLIC SERVICE MOTIVATION ALTER ETHICAL DECISION MAKING PROCESSES?

Although public administration scholars have long been interested in promoting administrative ethics, recent lapses in judgment by government employees make the study of ethics even more pressing. Yet, we know relatively little about how public values and publicly oriented motives influence the ethical obligations employees reference when confronting organizational problems. We employ Perry's (2000) process model of public service motivation to connect public values, public service motivation, and employees' understanding of their ethical obligations. Using data collected from over 1,400 managers in United States municipal governments, we present findings that suggest that public service motivation appears to be positively correlated with ethical obligations rooted in virtue and integrity, or high road ethics, for less professionalized employees. Further, broader constellations of public values encourage increased application of high road ethics for the same employees, but only to the extent that they foster public service motivation.     

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.     

TOWARDS AN ACCOUNTABLE AND QUALITY PUBLIC ADMINISTRATION IN HONG KONG: REDRESSING ADMINISTRATIVE GRIEVANCES THROUGH THE OMBUDSMAN

ABSTRACT

Following considerable public pressure, in 1989, the Hong Kong government followed many other countries and established an Ombudsman. The establishment of the post has to be seen in the context of the political awakening of Hong Kong and demands for a more accountable and client-oriented public service. Previously, complaints of maladministration in Hong Kong were dealt with under a diffuse and fragmentary system which lacked effective powers. Effective legal action against the government for maladministration is also severely constrained by a number of factors. This article traces the growth of the Ombudsman concept and jurisdiction in Western countries over the last few decades and outlines the structure and jurisdiction of the Ombudsman's office in Hong Kong by way of comparison. The effectiveness of the Hong Kong Ombudsman is then evaluated by a detailed analysis of his achievements over the last ten years in combating maladministration, and his role in three high profile cases. These cases also elucidate some of the limitations inherent in the Ombudsman's role. Lastly the future of the Ombudsman in Hong Kong is explored. It is concluded that the Office of Ombudsman has scored initial success in Hong Kong public administration, and has enhanced government efficiency as well as satisfying public needs and filling a major gap in the system of public redress. However, problems of continuing resources and mapping out a sustainable ethos remain.     

HAVING THE BUN AND THE HALFPENNY: CAN OLD PUBLIC SERVICE ETHICS SURVIVE IN THE NEW WHITEHALL?

The past few years have seen major changes in Whitehall. These include: the encouragement of business values; the erosion of the idea of a career civil service; the Citizen's Charter; the growth of Next Steps agencies; market testing; the rise of political patronage and tensions in ministerial/official relationships. The official view is that this is an evolution of a former tradition and that the old public service ethos can continue. This seems doubtful. At all events there are widely differing normative, evaluations of the recent developments. The article concludes by offering some more historical reflections about the significance of the developments in the context of British public administration.     

STEERING PUBLIC EXPENDITURE WITH DEFECTIVE MAPS

Governments control public expenditure on definitions different from those of General Government Expenditure, the national accounts aggregate. After a prolonged period of relatively stable definitions for its public expenditure control aggregate, the UK government has recently revised this twice, substituting the New Planning Total for the Old Planning Total in 1990 and then moving in 1993 to the New Control Total. This article evaluates the justifications offered for these revisions and evaluates alternative explanations. The search for presentational gains and recourse to definitional change as an escape from problems feature prominently among the latter. Moreover, the fundamental ongoing changes in the form of public service delivery have major implications for the articulation of delivery agencies with public expenditure planning. There has been a marked loss of information and of transparency, notably with regard to forward information about function and economic category. Data continuity has been broken, and year-on-year changes to cash plans cannot be properly analysed. Transferring expenditure away from general government to where it is‘out of reach’in the expectation of efficiency gains further complicates monitoring. The channels of public accountability are blocked, in part by information overload and in part by information suppression. The existing arrangements, whether by accident or design, confer enormous discretion upon UK government through control of information flows.     

MAKING THE CORE CONTINGENT: PROFESSIONAL AGENCY WORK AND ITS CONSEQUENCES IN UK SOCIAL SERVICES

In recent times, the UK has witnessed a steady growth in the use of agency workers to fill core professional roles in public sector organizations. Similar trends have been noted elsewhere, particularly in Australia and the US. In this paper our objective is to explore some of the consequences of this growth, drawing on case study research on social services. We point to a number of problems associated with the management of agency workers and to the potentially negative consequences for the quality of services. These problems, in turn, may impact on key aspects of a (largely functional) public service employment model founded on strong internal labour markets, employment stability and collegial ethos. We also note that while there are ways in which public organizations can manage this situation, certain constraints may prevent them from doing so.     

PUBLIC ADMINISTRATION AND THE INFORMATION POLITY

Within the debates in Britain about changes in contemporary public administration insufficient attention has been focused to date upon the significance of new information and communication technologies. In particular, the operational importance of computer networks to government organizations, and of the information flows supported by them, have hitherto been given scant attention. A primary focus for understanding the current transformation processes in both services and organization occurring in public administration should be upon the role and significance of these new information flows. Informational capabilities are increasing throughout government organization and have considerable implications for the reforging of that set of organizations which comprise British public administration and for the relationships between and within them, as well as for the quality of publicly provided services. The shifts occurring in contemporary public administration can be usefully analysed and understood by reference to the new concept of the 'information polity'.     

Marketization, Managers and Moral Strain: Chairmen, Directors and Public Service Ethos in the National Health Service

Survival of the public service ethos in Britain has been called into question following introduction of the 'new public management' and marketizing reforms in much of the public sector. This article examines how these developments have occurred in the NHS, using survey data to analyse NHS board members' substantive ethical values. Unexpectedly the results suggest that NHS board members with a predominantly NHS background appear less ethically conservative, more flexible and less risk–averse than those recruited from non–NHS backgrounds; and that as yet the NHS management 'culture' is not very homogenous in respect of 'business ethics'. The NHS reforms also appear to accentuate the tensions between transparent public accountability in NHS management and incentives not to publicize certain types of information. Recent codification of NHS 'business ethics' can be understood as an attempt to buttress the public service ethos against the increased moral strains of a quasi–market.     

台湾地方基层行政管理体制变迁及影响分析

传统西方分权理论中的“奥茨定理”认为，权力向基层政府下放，有助于改善公共服务。然而在台湾都市化进程中，2010年台湾部分县市合并升格为直辖市，以此同时，原有的乡镇政府改为从属于市（直辖市）的区，基层政府的权力出现向县市一级政府集中的现象。在对台湾基层政府体制沿革历史梳理基础上，作者通过实地调研，对这一基层行政体制调整的动因、特点、内容及影响进行了分析。本研究发现，台湾都市化进程中，基层政府权力向上集中有利于提升行政效率和公共服务规模效益的需求，得到广泛社会认同，但同时，也导致国民党对基层的控制有所减弱，对台湾的政治生态具有深远影响。     

Public Accountability in Malaysia: Challenges and Critical Concerns

Despite its laudable roles in steering the process of socioeconomic development, government bureaucracy in Malaysia has not escaped public criticisms for its inefficiency, corruption, and failure to guard public interests. The media, civil society groups, intelligentsia, and the political opposition have successfully utilized the major scandals to highlight the growing public concern over the poor performance of the bureaucracy and its lack of accountability and responsiveness. This has provided impetus for the “clean and efficient government” movement initiated in the early 1980s and a series of subsequent efforts aimed at promoting appropriate values and ethics among public officials. Numerous rules and regulations have been framed, major reforms have been introduced in various spheres of administration, and an extensive program of training and bureaucratic reorientation has been undertaken. Despite all this, recent evidence suggests that the public service continues to suffer from problems of corruption and other irregularities. Obviously, the performance of numerous reforms in public service and the institutional mechanisms put in place for tackling ethical problems, though positive in general, has fallen short of expectations. This paper seeks to examine and analyze the present approach to combating corruption and promoting accountability in the Malaysian public service. In particular, it focuses on institutional mechanisms currently available and identifies and analyzes their constraints and limitations in keeping the public bureaucracy under surveillance and control.     

PATTERNS OF GOVERNMENT FUNDING TO THIRD SECTOR ORGANIZATIONS AS REFLECTING A DE FACTO POLICY AND THEIR IMPLICATIONS ON THE STRUCTURE OF THE SECTOR IN ISRAEL

The treatment of the Third Sector and its organizations by governments in Israel has been characterized by a lack of a declared, knowledge based and centrally planned policy. It takes a haphazard form of politically driven bargains, personally attained benefits, and reactive crisis intervention solutions. Paradoxically, the lack of planning and coordination in policymaking in issues involving the Third Sector is accompanied with an elaborate system of public funding to Third Sector organizations, a system that has developed incrementally over the years. These funding patterns have accumulated to a persistent de-facto policy towards that set of organizations.

Findings on public funding to Third Sector organizations from two major research projects—the Johns Hopkins Comparative Nonprofit Sector Project and the Israeli Third Sector Database—served to analyze that de-facto policy towards the Third Sector in Israel.

The large-scale funding of Third Sector organizations and specifically service providing organizations in the fields of “Education” and “Health”, alongside with the meager support of other types of organizations imply a conception of the Third Sector as a complementary organ of government. The statist ideology this funding pattern reveals results in a non-deliberate yet unmistakable policy. It is geared towards utilizing the Third Sector to replace and complement the public sector in providing different essential services, and at the same time minimizing or ignoring other roles of the sector altogether (advocacy, innovation, development of civil society).

This policy has concrete consequences. Since government funding is the major funding source of the Third Sector in Israel, these preferences influence the nature and the composition of the sector. It strengthened the service provision tendency and increased the major role religion plays in the sector on the one hand. On the other hand it undermines the development of foundations as a significant alternative to public funding and the development of civil society.

The findings point out to some of the social origins of the Israeli Third Sector. Among these we discuss the major role these organizations played in the pre-state era, the centrality of religion in the Jewish State, the centralist and statist ideologies of the first Israeli governments and some political arrangements which still are in effect after decades. Our data show that despite the structural changes that the Israeli society and polity underwent since the 1970s, the economic structure of the sector and its public funding patterns have basically stayed the same. That is in spite of the drastic growth and diversification the sector enderwent since the 1980s. Third Sector policy too still carries a strong statist flavor, as it completely ignores the rising element of civil society.

The clear consequences of that unplanned de-facto policy raise various questions regarding the roles of the Third Sector in Israel, the necessity of a systematic public debate on these roles and the desired government policy towards the sector in light of these roles.     

THE LIMITS OF KNOWLEDGE MANAGEMENT FOR UK PUBLIC SERVICES MODERNIZATION: THE CASE OF PATIENT SAFETY AND SERVICE QUALITY

This article assesses the contribution of management of knowledge across organizational and professional boundaries towards improved public services. We empirically investigate the potential for knowledge sharing within the context of the NHS modernization agenda, taking as our focus the current ‘patient safety’ policy agenda. Specifically, we evaluate the introduction of a knowledge management system, namely the National Reporting and Learning System (NRSL) and its impact in the area of operating theatres within a university teaching hospital. We suggest that government policy in this area needs to reflect more upon limits to the management of knowledge and issues of the nature of knowledge, professional cultures and institutional power and politics.     

Politics of Risk-Taking: Welfare State Reform in Advanced Democracies,by Barbara Vis

This article considers the impacts on the public regulation of private business of three key transformations in public management: “towards more targeting of resources” (through more risk-based regulation); “towards a stronger service ethos” (through more customer-centricity); and “towards increased integration” (through more joined-up regulatory organization). Empirical evidence is presented from a program of research focusing on local authority regulation of the businesses sector in England and Wales. The article concludes by reflecting on how such transformations, which are of wide international significance, might be viewed, particularly from a public interest perspective.     

Postal Service Reforms in Solomon Islands of the South Pacific: Evaluating Consequences for Public Service Delivery and Customer Satisfaction

The changing environment of the postal sector over the last decade has increased the urgency for governments worldwide to re-examine regulations governing how their public postal administrations operate. The need to increase service efficiency and quality is a critical strategic focus, given the increasing technological competition, rising operational costs, and changing customers' needs and expectations. There are many success stories, particularly from developed countries, highlighting improved service quality following corporatization of their public postal administration. This particular study revealed that reforms of the Solomon Islands postal service have had some positive influence on the level of customer satisfaction.     

New Technologies and the Modernization of Local Government: an Analysis of Biases and Constraints

In emerging structures of local governance the institutions of elected local government have the potential to fulfil three complementary roles: those of local democracy, public policy making and direct service delivery. Although ICTs (information and communication technologies) could effectively develop all three roles there is a systemic bias which favours service delivery applications and ignores others. This bias can be explained by reference to a network of actors who determine ICT policy in relative isolation from the other policy networks active at the local level. The ways in which this bias is perpetuated are explored through a case study of ICT policy making in UK local government. The implications of the systemic bias for the long-term future of local government, and indeed public administration, are both severe and profound. They suggest an over-emphasis upon performance measurement, a decline in democratic activity and a diminishing capacity among elected bodies to effect broad public policy initiatives.     

New Technologies and the Modernization of Local Government: an Analysis of Biases and Constraints

In emerging structures of local governance the institutions of elected local government have the potential to fulfil three complementary roles: those of local democracy, public policy making and direct service delivery. Although ICTs (information and communication technologies) could effectively develop all three roles there is a systemic bias which favours service delivery applications and ignores others. This bias can be explained by reference to a network of actors who determine ICT policy in relative isolation from the other policy networks active at the local level. The ways in which this bias is perpetuated are explored through a case study of ICT policy making in UK local government. The implications of the systemic bias for the long-term future of local government, and indeed public administration, are both severe and profound. They suggest an over-emphasis upon performance measurement, a decline in democratic activity and a diminishing capacity among elected bodies to effect broad public policy initiatives.     

WORKING IN WHITEHALL: CHANGES IN PUBLIC ADMINISTRATION 1952–1982

There have been significant changes in public administration over the past thirty years, both internal to Whitehall and in its relationship to the outside world. The author offers a personal assessment based on his working experience. By taking a series of 'landmark reports published over that period he charts the extent to which they influenced, or reflected, changes in the character and style of public administration and in the general climate of public opinion within which the civil service works. He concludes that Whitehall today is better equipped than it used to be in its range of professional expertise and management techniques, but that it also faces a more sceptical and demanding audience. The next ten years may see the development of a style of public administration in which the traditional administrative skills are merged with the newer managerial concern for efficiency and effectiveness. But greater competence also requires improvements in the ways in which policy is formulated and its effects evaluated.