Gaming the system: Responses to dissatisfaction with public services beyond exit and voice

Citizens' responses to dissatisfaction with public services are often portrayed as following one of four distinct patterns, each consistent with current provision structures: exit, voice, loyalty or neglect (EVLN). Citizens may also initiate efforts to access public services through more subversive supply mechanisms. This study focuses on ‘gaming’ as an additional, understudied response pattern, within which individuals aim at improving the personal outcome of public service delivery by exploiting, manipulating or working around current rules and arrangements. Survey analysis of citizens' responses to dissatisfaction in Mexico indicates that gaming is indeed a distinct response, which is positively related to the unavailability of exit and, to some extent, to low trust in government. As a response pattern that encompasses behaviours inconsistent with current policy arrangements, gaming emphasizes the need to distinguish service improvement as a public good as opposed to a private good and further unfolds ‘grey areas’ in citizen–government relationships.     

‘LEADERISM’: AN EVOLUTION OF MANAGERIALISM IN UK PUBLIC SERVICE REFORM

This paper argues that ‘leaderism’– as an emerging set of beliefs that frames and justifies certain innovatory changes in contemporary organizational and managerial practice – is a development of managerialism that has been utilized and applied within the policy discourse of public service reform in the UK. The paper suggests that ‘leaderism’ is an evolution of entrepreneurial and cultural management ideologies and practices. An analysis of the articulation of leaderism with public service reform in the UK is presented. The paper problematizes the construals of leadership contained within these texts and reflects on their promotion of leadership as a social and organizational technology. ‘Leaderism’ is argued to be a complementary set of discourses, metaphors and practices to those of managerialism, which is being utilized in support of the evolution of NPM and new public governance approaches in the re‐orientation of the public services towards the consumer‐citizen.     

The impact of scale on management structures and processes

This paper advances the conjecture that the shift to a direct election of mayors in Israel, a most significant step towards recognising local authorities as political entities in their own right, has prevented further progress in the same direction. Hirschman's ‘getting stuck syndrome’ is used here to explore this paradox. Since a highly centralised system is not compatible with a ‘strong mayor system’, there developed an ingenious scheme — ’de facto decentralisation’ — a peculiar blend of formal ‘agency’ relationship, informal ‘partnership’ and ‘grey‐area’ autonomy. This scheme persists apparently because it is well suited to a world of ambiguous and conflicting imperatives.     

Changing the ‘front line’ to meet citizen needs

Public services need to be re‐designed to meet citizens’ needs and to become more accountable. The role of the ‘front line’ is crucial in this. It is the pivotal point on the ‘see‐saw’ connecting ‘the public’ and the ‘back line’ of national and local public service agencies. This article compares the experience of Sweden and the UK in designing new ‘front lines’ through ‘decentralisation’ and ‘one‐stop shops’. It concludes that these initiatives can help to meet citizen needs and that citizens notice the difference. Committed support from the ‘back line’ is crucial for success. Active democratic involvement of both politicians and local residents is also essential.     

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.     

ONE‐STOP SHOPS FOR SOCIAL WELFARE: THE ADAPTATION OF AN ORGANIZATIONAL FORM IN THREE COUNTRIES

In recent years welfare services in Western Europe have been criticized for poor coordination. In response, ‘seamlessness’ has emerged as a vision for public administration with ‘one‐stop shops' viewed as means to reach this. This article conceptualizes the one‐stop shop and presents a three country case study to examine its drivers and its adaptation. In all countries the reforms meant mergers driven by hopes for a single entrance to services as well as proximity to citizens. However, the analysis of task portfolios, participant structure, instruments and autonomy reveal important variations in the adaptations. The specific configurations of one‐stop shops that emerged were partially a product of compromises and negotiations influenced by the political and performance priorities of central government. The classical trade‐off between specialization and coordination persists, but by offering users ICT‐based services one can to some extent maintain specialization behind the frontline and still provide services that are coordinated from a user perspective.     

COMPARING BUSH–CHENEY AND CLINTON–GORE PERFORMANCE MANAGEMENT STRATEGIES: ARE THEY MORE ALIKE THAN DIFFERENT?

Successful performance management strategies are intrinsically linked to the political environment in which public policy‐making occurs. Since the mid‐1990s, many governments have re‐examined how to simultaneously reduce costs, increase performance and achieve results. Public agencies are experimenting with performance measurement and management systems designed to meet public policy goals and respond to citizen demands. Various reform models have been proposed and public administrators now expend considerable time, effort and resources exchanging ‘best practices’, finding ‘best value’, and ‘rethinking’ government operations. Although equally important, less effort has been devoted to performance management (PM) within increasingly complex, ideologically charged and politicized decision‐making environments. Despite significant increases in productivity, more theoretical and empirical research is needed to assist public managers in applying private market‐based alternatives to public service delivery structures. This article compares the PM initiatives of the Clinton–Gore Administration in the United States, known as the National Performance Review (NPR), with President Bush‘s Presidential Management Agenda (PMA). Following the comparison, a theory‐based research agenda is proposed to determine which of many approaches best ‘fits’ the varied and often contradictory systems for delivering public services in a decentralized governance system.     

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.     

Public Smart Service Provision in Smart Cities: A Case-Study-Based Approach

ABSTRACT

In view of the multitude of challenges urban public administration is struggling with, more and more cities are turning towards smart solutions using information and communication technology. Such Smart City approaches revert to data provided in the urban space by sensors, by citizens or by the archives of the authorities aiming at providing public services that increase the quality of life for citizens, optimize mobility within the city or enhance flexibility and responsiveness of public authorities. This article identifies such SC approaches as well as their basic technical requirements for the cities of Vienna, Singapore, and San Francisco and, by compiling the public service portfolios of these cities, creates an integrative, strategic overview of a SC’s range of services. This approach thus helps to create a scientific basis for the evaluation of SC services and to provide a strategic modular toolkit for public managers to plan and design SCs.     

Marketization reforms and co-production: Does ownership of service delivery structures and customer language matter?

In public services that are tax funded, public goods are sometimes marketized by being delivered using private companies instead of public organizations. In addition, marketization reforms can entail service users being described as customers for the service rather than as citizens. We assess the effects of these aspects of marketization reforms on users' willingness to co-produce public services. First, service delivery using private companies risks reducing users' willingness to co-produce because firms cannot commit ex ante to not appropriate donated labour for private gain. Second, using customer-oriented language risks reductions by priming individualistic market norms that lower prosocial motivation compared to citizen-oriented language priming citizenship duty. Using three survey experiments in the United States, we find that delivery structures are not neutral. Private firms delivering local public services reduce users' willingness to co-produce, although similar effects are not evident from primimg customer rather than citizenship thinking.     

Contracting personalization by results: Comparing marketization reforms in the UK and Australia

Market instruments are increasingly used to drive innovation and efficiency in public services. Meanwhile, many governments recognize the need for services to be more personalized and ‘user-centred’. This was a key aim of major welfare-to-work reforms in both the UK and Australia over the past decade, which sought to achieve personalization through increasing service delivery by for-profit providers, contracted via Payment-by-Results. Drawing on three surveys of frontline staff, we show the impact of recent UK and Australian marketization reforms on frontline practices to consider whether the reform mix of increased commercial provision tied to Payment-by-Results has enhanced service personalization. We find that the UK's ‘black box’ model was associated with some increase in frontline discretion, but little evidence that this enhanced personalization, either compared to previous programmes or to Australia's more regulated system.     

CIVIL SERVICE REFORM IN THE UK, 1999–2005: REVOLUTIONARY FAILURE OR EVOLUTIONARY SUCCESS?

In December 1999, the UK Civil Service Management Board agreed an internal reform programme, complementing the more externally‐oriented ‘modernizing government’ programme, to bring about major changes in the functioning of the civil service –‘step change’ rather than continuous improvement. This paper suggests that the aims of the reform programme were only partially achieved. While some step changes did indeed occur, even such central elements of reform as ‘joined‐up’ working with other public organizations were still only at an initial stage some three years later and others – for example, business planning and performance management systems – have taken 20 years to achieve acceptance within the civil service. It appears that examples of meteoric change are rare in the civil service – the reality of the changes are better characterized as ‘evolution’ and ‘continuous improvement’ than ‘revolution’ and ‘step change’.     

Joined-up government and privacy in the United Kingdom: managing tensions between data protection and social policy. Part II

The tension between the goals of integrated, seamless public services, requiring more extensive data sharing, and of privacy protection, now represents a major challenge for UK policy‐makers, regulators and service managers. In Part I of this article (see Public Administration volume 83, number 1, pp. 111–33), we showed that attempts to manage this tension are being made at two levels. First, a settlement is being attempted at the level of general data protection law and the rules that govern data‐sharing practices across the public sector. We refer to this as the horizontal dimension of the governance of data sharing and privacy. Secondly, settlements are also being attempted within particular fields of public policy and service delivery; this we refer to as the vertical dimension. In this second part, we enquire whether risks to privacy are greater in some policy sectors than others. We do this, first by showing how the Labour Government's policy agenda is producing stronger imperatives towards data sharing than was the case under previous administrations in three fields of public policy and services, and by examining the safeguards introduced in these fields. We then compare the settlements emerging from differing practices within each of these policy sectors, before briefly assessing which, if any, principles of data protection seem to be most at risk and in which policy contexts. Four strategies for the governance of data sharing and privacy are recapitulated – namely, seeking to make the two commitments consistent or even mutually reinforcing; mitigating the tensions with safeguards such as detailed guidelines; allowing privacy to take precedence over integration; and allowing data sharing to take precedence over privacy. We argue that the UK government has increasingly sought to pursue the second strategy and that the vertical dimension is, in practice, much more important in defining the settlement between data sharing and privacy than is the horizontal dimension. This strategy is, however, potentially unstable and may not be sustainable. The conclusion proposes a radical recasting of the way in which the idea of a ‘balance’ between privacy and data‐sharing imperatives is conceived.     

NOT SO ‘ARM'S LENGTH’: REINTERPRETING AGENCIES IN UK CENTRAL GOVERNMENT

Administrative decentralization to government agencies (so‐called ‘agencification’) has attracted much attention in recent years, increasingly for its longevity or evolution after the ‘high’ managerialism of the 1980s, and largely through a neo‐positivist epistemology. Drawing on techniques of narrative and discourse analysis, and a model of incremental ideational change, this article identifies the necessity of supplementing those existing large‐N analyses of agencification's expansion and decline with qualitative attention to the endurance of policy meaning. It demonstrates how the original foundations of managerialism, civil service empowerment and decentralization from the UK's seminal ‘Next Steps’ agency programme are eschewed in contemporary reform discourse, where agencification is instead advocated as centralized, politically proximate and departmentalized governance. This substantial reinterpretation of the arm's‐length concept not only challenges existing claims of continuity in UK administrative policy, but also demonstrates the utility of interpretive methods for exploring longevity in public management more widely.     

THE ‘NEW PUBLIC GOVERNANCE’ AND EMPLOYABILITY SERVICES IN AN ERA OF CRISIS: CHALLENGES FOR THIRD SECTOR ORGANIZATIONS IN SCOTLAND

Third sector organizations (TSOs) have emerged as key players in the delivery of public services to assist jobless people to improve their employability and move from welfare to work. Drawing on in‐depth research with employability providers in Scotland, this article explores how TSOs have responded to the challenges of a rapidly changing public services environment. Specifically, we use the concept of the ‘New Public Governance’ to explore TSOs' relationships with UK, devolved and local government stakeholders. TSOs demonstrated a pragmatic approach to shaping their services to reflect the priorities of public funders, and identified some opportunities arising from the new emphasis on ‘localism’. However, the evidence suggests that opportunities for collaboration at times remained constrained by certain forms of ‘contractualism’ and top‐down performance management. Based on the evidence, lessons for future policy and practice are considered.     

ELITE ETHNOGRAPHIES: POTENTIAL,PITFALLS AND PROSPECTS FOR GETTING ‘UP CLOSE AND PERSONAL’

This article celebrates Rod Rhodes' use of ethnography to study political elites ‘up close and personal’. Initially Rhodes' work is contextualized within the development of political ethnography more generally, before his ethnographies of ‘Everyday life in a Ministry’ are reviewed, illustrating the potential of ethnography to research policy‐making elites. This review highlights epistemological and ontological questions which link to criticism of Rhodes' work as taking an anti‐foundational stance. In looking at future prospects for ethnography in governance settings, this article argues that researchers building on Rhodes' scholarship can choose whether to use ethnography as a ‘method’ or an ‘interpretive methodology’. In concluding, the case is made for a ‘constructivist modern empiricism’ which utilizes the ethnographic method alongside other research methods as being most useful for public policy and administration scholarship aiming to be practically useful for understanding either the processes of public policy‐making or its impact.     

SITUATING ADMINISTRATIVE RESPONSIBILITY: A COMPARISON OF MEDIEVAL CHRISTIAN AND MEDIEVAL ISLAMIC ADMINISTRATIVE THOUGHT

Contemporary studies of administrative thought allow only a limited range of viability for medieval and non‐Western thought on the subject of public administration. This tendency belies the wealth of thought embedded within this broad literature. This paper investigates the matter of administrative accountability and responsibility through the lens of a comparative theorist of historical administrative thought. In order to assess the explanatory potential of early and non‐Western administrative studies, two texts have been chosen, both previously unanalysed in conjunction (to the best of my knowledge) from the perspective of the administrative theorist – John of Salisbury’s Policraticus and Abu al‐Hassan Al‐Mawardi’s Al‐Akham al‐Sultaniyya w’al‐Wilayat al Diniyya (The Ordinances of Government). Through an analysis of ideas of delegation and responsibility within these texts, the paper seeks to develop a critique of the place of revealed religious authority in the solution to the questions ‘who are administrators responsible to?’ and ‘what are administrators responsible for?’     

THE REFORM OF FINANCIAL MANAGEMENT IN THE EUROPEAN COMMISSION: A PUBLIC MANAGEMENT POLICY CYCLE CASE STUDY

Since the mid‐1990s during the Santer, Prodi, and Barroso presidencies, the European Commission has experienced several public management policy cycles. Included on the Barroso Commission's (2004–2008) policy agenda was the reform of internal financial control, prompted by significant irregularities in budget execution signalled repeatedly by the European Court of Auditors (ECA) in its annual Declaration of Assurance (DAS) and Annual Reports. This led to a declared Barroso Commission strategic objective of achieving a ‘positive DAS' by 2009. The proposed solution was ‘integrated internal control’ based on an international reference point within the accounting and auditing professions. The result was a centrally co‐ordinated Commission project aiming to reform management and audit practices within both the Commission and EU member states. This article reports on the ‘positive DAS' and ‘integrated internal control’ policy cycle and explains its agenda‐setting, alternative‐specification, and decisional processes.     

Vital Democracy: A Theory of Democracy in Action

Scottish citizens benefit from 19 per cent more public spending per head than English citizens. The ‘Barnett formula’ is slowly reducing the gap, but very little is known about the countries' relative needs and hence about how far the present gap is defensible: the aim of this paper is to throw some light on the countries' relative needs. We begin with the complex formulae that the Westminster government uses to assess the spending needs of English local authorities, and we use these English formulae to assess the needs of Scottish local authorities for three major blocks of local services. These formulae suggest that Scotland needs 6.4 per cent more per head than England for environmental, protective and cultural services, 8.1 per cent more for highway maintenance, and between 24.3 per cent and 35.3 per cent more for fire services. We also combine these results with those of two other papers concerned with local education and social services to show that these English formulae put Scotland's per capita needs for local government services as a whole at about 6 per cent above England's. However, we then compare the relative needs of Scottish local authorities as assessed by the English formulae with their relative needs as assessed by the Scottish needs formulae that are currently used by Holyrood, and we find major differences. This suggests either that at least one country uses seriously flawed formulae to assess needs, or that the two countries have different conceptions of need.     

THE QUASI-MARKET,THE ENTREPRENEUR AND THE EFFECTIVENESS OF THE NHS BUSINESS MANAGER

The recent changes in the UK National Health Service were heralded by the publication of the Griffiths report in 1983 which highlighted the need for a business-like’approach to management. The policy makers’generic strategy of the late 1980s and early 1990s centred around the concept of‘quasi-markets’. These were artificial internal markets encompassing the purchasers and providers of public services. Little research has been undertaken into this new phenomenon of the‘quasi-market’but entrepreneurship economic theory would suggest that for markets to be efficient would require a supply of alert and aware entrepreneurs. Within the restructured NHS, the mantle for entrepreneurial management seems to have been placed firmly on the shoulders of the newly created‘business managers’. A 1993 survey amongst NHS business managers in first and second wave trust hospitals in the Trent Regional Health Authority indicated that whilst business managers were knowledgable of what entrepreneurial activity is, they currently feel constrained in their new roles for a variety of reasons. The authors suggest that rational economic analysis is insufficient to explain this lack of innovatory endeavour. Instead policy makers’attention should be devoted to liberating health managers from their current constraints to encourage their entrepreneurial development.