Empowering Leadership and Municipal Service Delivery: A Case Study of a Metropolitan Municipality in South Africa

Since municipal service delivery is a challenge facing many municipalities in South Africa, this paper reports on a study conducted among a convenience sample of managers and employees from the Revenue and Customer Relations Management department of a major metropolitan municipality in South Africa, to address the aforementioned problem. The findings reveal that empowering leadership is strongly correlated with employee work effort, performance and improved service delivery. On the practitioners’ side, the important mediating role of employee work effort and employee performance in the “empowering leadership–improved service delivery” relationship in South Africa’s public sector is also highlighted.     

Engaging with the Legacy of Nehemia Levtzion: An Introduction

This volume draws principally on presentations from two African Studies Association meetings (2003, 2004) that celebrated Nehemia Levtzion’s contributions to the field of Islam in Africa and reminisced about our collective personal interactions with him. It is enriched by additional papers from former students, colleagues and friends (usually one and the same), as well as from contemporary young scholars just beginning to “know” Levtzion through his legacy. The “Epilogue” gives a final, posthumous word to Levtzion himself, in an article looking at the contemporary role of fundamentalism from the perspective of an historian who spent his life engaged in the history of Islam at its Middle Eastern and African crossroads. The following pages are meant not only to pay homage to Nehemia Levtzion but also to reflect critically, to push boundaries, and to introduce Africanist scholars, engaged in other areas of study and new generations of Africanist scholars in this field, to Levtzion’s role in shaping how we have come to understand the experience of Islam in Africa.     

Public service as a calling: An exploration of a concept

Several years ago, the public administration faculty of Virginia Polytechnic Institute and State University issued their famous “Blacksburg Manifesto” the public Administration and the Governance Process: Refocusing the American Dialogue. In this document they call for a substantive change in the American Dialogue regarding the role of the public administrator. Nothing that the founding fathers viewed public service as a “calling”, as did the populists, Progressives, and New Dealers, they suggest that today’s government officials should percive themselves as “trustees” with a sense of a calling in serving for a cause. This call for a renewed convenant stimulated this researcher to speculate on the nature of the calling, its origins, definitions, applications, and its applicability as a psychological motivator for effective. productive performance in the public sector.

Our exploration for understanding starts with an examination of Western society’s earliest written record of man’s behaviour, the Bible, which is replete with stories of divine calls, first from God to the individual, and then to a group or society. We also review subsequent religious and secular calls, noting their universality and the reciprocal phenomena of “good” and “evil” which such calls exemplify. Thus, God’s call to Moses to lead the Jews out of Egypt is balanced by the fombat-driven calling of the city-state of Sparta.

We also not that the calling is subject to a hierarchy process. Plato writes about the natural endowments of individuals which creates three social classes that are called upon to serve the state; artisans, warriors, and philosopher-kings. Later on Eusebius defines a difference in the intensity and degree of suffering suffering between those professing a “high calling” and those following their“calling”.

This study also considers the meaning of the word “calling”. The researcher proposes a modification of its meaning which is less sacred and more secular in context. “Klesis Diakonis”, two separate Greek words, in combination, can be defined as a “call to joyous service”. This secular interpretation of the calling, frees it from its classic, religious association, and provides for its application to non-religious endeavor.

In conclusion, it is suggested that upon further research and study, the concept of a calling can be a vital and significant motivator, indded, part of the critical psychological and emotional makeup for those individuals in our society who are not fulfilled by material rewards. It is hypothesized here that the public-minded individual can find his or her calling through the medium of public service, can help restore the sacredness of public service as a public as a public trust, and can satisfy his or her search for self-fulfillment through the redefined concept of the calling.     

Innovating Public Service Delivery in Transitional Countries: The Case of One Stop Shops in Kazakhstan

This article analyses the implementation of managerial ideas in Kazakhstan using the case of a combined public service delivery called “One Stop Shops”. Several public services are provided in a single building rather than different government offices in a business-like style of service delivery and in a modern physical environment. The service integration policy is an attempt of Kazakhstani government to improve the quality of public services and reduce corruption. Some positive progress in improving the accessibility of public services has been noted. However, as this article argues, the country-specific model of “alternative-access” service delivery was not able to implement in-depth changes in the work of the public sector and improve service quality. Implementation of the managerial ideas has been limited and constrained by the institutional framework and culture prevailing in the Kazakhstani bureaucracy. The main conclusion is that the governments of transitional countries need to critically analyze the pros and cons of the new policies and reflect on their cultures before making further steps to adopt Western managerial initiatives.     

Administrative reform in Malaysia: Recent trends and developments

During the past two decades, the public bureaucracy in Malaysia has undergone substantial reforms. Broadly aimed at excellence in the public service, these recent reforms are in many respects similar to those introduced in other countries under the new paradigm of “managerialism”. This article analyses the present trends of reforms in Malaysia and comments on some concerns and emerging issues. It shows that while these reforms have generally improved the delivery of public services, public administration in Malaysia continues to suffer from such problems as a weak system of accountability, growing incidence of corruption and mismanagement, absence of decentralisation and community participation, and non‐enforcement of rules and regulations.     

The Mainstreaming of Far-Right Discourse in Denmark

Building on two recent case studies of public debates concerning political meetings arranged by or involving controversial Muslim actors in Denmark, this article argues that an observed mainstreaming of intolerant discourses, most forcefully expressed by the Danish People's Party, can be explained by the proliferation of a new form of “liberal intolerance” that has transformed old racist or nationalist intolerance into a discourse stressing liberal reasons (autonomy, gender equality, social cohesion, public-private divide, security risks) for not tolerating particular Muslim practices. By comparing the two cases, the different toleration/intoleration positions and arguments in the two debates are brought out, and four different modalities of “liberal intolerance” are identified. Further, the article shows how the spread of liberal intolerance discourses across the political spectrum in Denmark has significantly affected Danish (liberal) Muslim actors’ possibilities of political participation and room for maneuvering.     

Performance Regimes—The Institutional Context of Performance Policies

Performance measurement, targeting, reporting and managing of public services has spread across jurisdictions in recent years. The most usual stance adopted by governments in developing performance policies has been shaped by principal-agent theory and a hierarchy of principal-agent relationships from core executive to service delivery. Such notions have been challenged from several directions, both in theory and empirically. Writers on accountability and those analyzing the “audit explosion” and the growth of “regulation inside government” have pointed to the way in which multiple actors and accountabilities have grown. Drawing on these and other sources this article develops a “performance regimes” perspective that offers a heuristic analytical framework of the main groups of institutional actors who can (but do not always) attempt to shape or steer the performance of service delivery agencies. The aim is to create a framework that can be applied comparatively to study changes in total performance regimes over time and between jurisdictions and sectors.     

Privatizing Urban Services Through Homeowners Associations: The Potential and Practice in Phoenix

Homeowners associations (HOAs) are private nonprofit corporations that regulate, “tax,” and provide urban services to growing numbers of U.S. residents. As such, HOAs may affect cities' public service delivery. Interviews with department heads in Phoenix, Arizona reveal how enclaves of private services influence the city's planning and provision of public services. The findings suggest that HOAs do not substitute private for public services in Phoenix. Instead, qualitative differences in the services themselves (particularly concerning their purpose and scale) and in the legal powers of their providers create a more nuanced pattern of public-private service delivery.     

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.     

The new public personnel and the new public service

The New Public Administration sought a public service whose legitimacy would be based, in part, on its promotion of “social equity.” Since 1968, several personnel changes congruent with the New Public Administration have occurred: traditional managerial authority over public employees has been reduced through collective bargaining and changes in constitutional doctrines; the public service has become more socially representative; establishing a representative bureaucracy has become an important policy goal; more emphasis is now placed on employee participation in the work place; and legal changes regarding public administrators’ liability have promoted an “inner check” on their behavior. At the same time, however, broad systemic changes involving decentralization and the relationship between political officials and career civil servants have tended to undercut the impact of those changes in personnel. The theories of Minnowbrook I, therefore, have proven insufficient as a foundation for a new public service. Grounding the public service's legitimacy in the U.S. Constitution is a more promising alternative and is strongly recommended.

The New Public Administration, like other historical calls for drastic administrative change in the United States, sought to develop a new basis for public administrative legitimacy. Earlier successful movements grounded the legitimacy of the public service in high social standing and leadership, representativeness and close relationship to political parties, or in putative political neutrality and scientific managerial and technical expertise. To these bases, the New Public Administration sought to add “social equity.” As George Frederickson explained, “Administrators are not neutral. They should be committed to both good management and social equity as values, things to be achieved, or rationales. “⁽¹⁾ Social equity was defined as “includ[ing] activities designed to enhance the political power and economic well being of … [disadvantaged] minorities.” It was necessary because “the procedures of representative democracy presently operate in a way that either fails or only very gradually attempts to reverse systematic discrimination against” these groups.⁽²⁾

Like the Federalists, the Jacksonians, and the civil service reformers and progressives before it, the New Public Administration focused upon administrative reform as a means of redistributing political power.⁽³⁾ Also, like these earlier movements, the New Public Administration included a model of a new type of public servant. This article sets forth that new model and considers the extent to which the major changes that have actually taken place in public personnel administration since 1968 are congruent with it. We find that while contemporary public personnel reflects many of the values and concerns advanced by the New Public Administration, substantial changes in the political environment of public administration have frustrated the development of a new public service that would encompass the larger goals and ideals expressed at Minnowbrook I. Building on the trends of the past two decades, this article also speculates about the future. Our conclusion is that ultimately the public service's legitimacy must be grounded in the Constitution. Although its focus is on macro-level political and administrative developments, the broad changes it discusses provide the framework from which many contemporary personnel work-life issues, such as pay equity and flexitime, have emerged.     

Performance pledges–power to the consumer or a quagmire in public service legitimation?

One of the latest initiatives in Hong Kong's public sector reform is the launch of “performance pledges” in 1992, which have essentially been modelled on citizen's charters in the United Kingdom. While the stated aims of performance pledges, citizen's charters, or similar initiatives, are to raise the standard of public services and to make such services answer better to the needs of ordinary people, hence “empowering” the public service consumers, this latest consumerist trend in public management has more far-reaching implications, both in terms of the organization as well as the legitimation of public service provision. This article examines such implications, with specific reference to the Hong Kong situation, and argues that the outcome of the development seems to point to the empowerment of public managers rather than the consumers as the official rhetoric would imply.     

Public Value in Politics: A Legislative Budget Office Approach

We use Legislative Budget Offices (LBOs) as both a lens and a test of “public value in politics,” a facet of Moore’s original framework that remains its most contested. We identify two public value roles for LBOs: (1) as a normative-advisory institution, and (2) as a mechanistic-costing one. Through Moore’s Strategic Triangle, we contrast the higher public value contribution of the advisory role, as manifested in the United States, with the costings role as manifested in Canada. Our findings suggest that LBOs enhance both democracy and efficiency and thus show how “public value in politics” can be achieved.     

Management information bulletins and social services managers

Partnership and participation have co-evolved as key instruments of New Labour's agenda for the ‘modernisation’ and ‘democratic renewal‘ of British local government. It is often assumed that partnerships are more inclusive than bureaucratic or market-based approaches to policy-making and service delivery. This article argues that partnership working does not in itself deliver enhanced public participation; indeed, it may be particularly difficult to secure citizen involvement in a partnership context. The article explores the relationship between partnership and participation in a wide range of local initiatives, exemplifying difficulties as well as synergies. The article concludes that public participation needs to be designed-in to local partnerships, not assumed-in. A series of principles for the design of more participative local partnerships is proposed.     

Economic crisis and the crisis of national identity in Slovenia: toward a new notion of social order

This paper addresses the influence of the economic crisis on national identity in Slovenia. It first analyzes the creation of the contemporary national identity following independence in 1991 that was established in relation to a negatively perceived Balkan identity, which represented “the Other,” and in relation to a “superior” European identity that Slovenia aspired to. With the economic crisis, the dark corners of Slovenia’s “successful” post-socialist transition to democracy came to light. Massive layoffs of workers and the bankruptcies of once-solid companies engendered disdain for the political elites and sympathy for marginalized groups. The public blamed the elites for the country’s social and economic backsliding, and massive public protests arose in 2012. The aftermath of the protests was a growing need among the people for a new social paradigm toward solidarity. We show that in Slovenia the times of crisis were not times of growing nationalism and exclusion as social theory presupposes but, quite the contrary, they were times of growing solidarity among citizens and with the “Balkan Other.”     

Policy Alienation of Public Professionals: A Comparative Case Study of Insurance Physicians and Secondary School Teachers

Currently, there is an intense debate on the pressures facing public professionals in service delivery. Several studies show increasing discontent among professionals toward policies they have to implement. In this article, we aim to contribute to this topic by analyzing this discontent of public professionals in terms of “policy alienation.” The policy alienation concept is used to frame the experiences of professionals in a coherent theoretical framework. We have used a qualitative comparative case study of Dutch insurance physicians and secondary school teachers to study the factors that influence the degree of policy alienation across different domains. Our article shows that facets of New Public Management are important in explaining the pressures on public professionals implementing public policies. However, others factors are also prominent, and the degree of the implementers' professionalism seems especially important. These insights help in understanding why public professionals embrace or resist the implementation of public policies.     

Mean Streets Revisited: Assessing the Generality of Rival Criminological Theories

The vast majority of tests of major criminological theories have been conducted on youths in school settings. Following Hagan and McCarthy’s (1997) admonition to engage in “street criminology,” the current study surveyed 254 juveniles drawn mainly from impoverished neighborhoods in Uruguay, who were either confined or in an alternative justice program. Due to limited literacy skills, all youths were interviewed regarding theoretical measures and their delinquent involvement. The results revealed that self-control was unrelated to delinquency in this sample. By contrast, social learning factors and stressful life events were found to increase delinquent participation. The results suggest that the effects of the field’s core theories are general, accounting for as much or more variation in the sample of street youths as among youths attending conventional U.S. schools. The policy implications of the findings are explored.     

Why Citizens Participate in Local Governance: A Case of Two Philippine LGUs

The well-established importance of citizen participation in local and community governance raises a number of problems, foremost of which has been the reduced level of citizens’ involvement and engagement in developing countries. Our study aims at exploring the factors that impact citizen participation in two local government units (LGUs) in the Philippines. We propose the models of LGU participation and regular attendance in meetings based on the regression results of our study and present policy implications and insights essential in designing strategies for a higher level of LGU constituents’ attendance in meetings and participation in local governance matters.     

Voice and choice in health care in England: understanding citizen responses to dissatisfaction

Using data from a five-year online survey the paper examines the effects of relative satisfaction with health services on individuals' voice-and-choice activity in the English public health care system. Voice is considered in three parts – individual voice (complaints), collective voice voting and participation (collective action). Exercising choice is seen in terms of complete exit (not using health care), internal exit (choosing another public service provider) and private exit (using private health care). The interaction of satisfaction and forms of voice and choice are analysed over time. Both voice and choice are correlated with dissatisfaction with those who are unhappy with the NHS more likely to privately voice and to plan to take up private health care. Those unable to choose private provision are likely to use private voice. These factors are not affected by items associated with social capital – indeed, being more trusting leads to lower voice activity.     

What is performance measurement for? Multiple uses of performance information within organizations

Recent research in performance measurement has focused on the tension between two uses of performance information: ‘passive’, to ensure compliance, and ‘purposeful’, to improve services. This article presents an in-depth study of two public sector organizations in England and shows that the main tension may actually lie between a combined purposeful and passive use, and an exclusively passive one. This tension was most pronounced between organizational levels, where a combined use was dominant among senior managers, and an exclusively passive one was prevalent among middle managers and frontline staff. This split was not intentional—instead, it reflected how people interpreted the role of performance measurement, suggesting that simply promoting greater use of information may not be sufficient for linking measurement with service improvement. This study extends the theoretical understanding of the dynamics of performance information use in organizations and generates implications for using performance measurement to improve service delivery.     

Citizen’s Charter for Improved Public Service Delivery and Accountability: The Experience of Land Administration at the Local Government in Bangladesh

Improved public service delivery and accountability have increasingly turned out to be important issues in public sector management. In Bangladesh, there has been noteworthy progress, including the introduction of citizen’s charter since 2008. This article explores the contribution of citizen’s charter in improving public service delivery and accountability at the local government land administration, adopting a qualitative longitudinal study. Analysis of the findings reveals that most of the service recipients are ignorant about the charter even after 8 years of its introduction. The charters are mainly producer dominated and their grand rhetorics are far away to achieve in reality.