Improving Public Service Delivery: The Crossroads Between NPM and Traditional Bureaucracy

This article analyses a New Public Management (NPM) style of reform recently introduced in Portuguese public administration. The reform introduces new organizations to a method of delivering public services called 'Citizen Shops' (CS) ( Lojas dos Cidadãos ). Several public services are concentrated in a single building whose management follows the practices of the private sector concerning service delivery and opening times, rather like a 'shopping centre'. 'Citizen Shops' is a kind of agencification and is an attempt to avoid the constraints of civil service red tape and bureaucratic resistance to change. The author argues that the extent to which new ideas were imported from NPM was limited and constrained by the institutional framework and the culture prevailing in Portuguese bureaucracy. Citizen Shops reproduced the hierarchical and centralized nature of service delivery and followed the traditional patterns of control. The prevailing structure is an important constraint on NPM development.     

Ethics, values and behaviours: comparison of three case studies examining the paucity of leadership in government

Three societies with similar initiatives for public service re-configuration and reform – the UK, Canada and Australia – are examined to highlight the many-faceted issues of public service ethics and the different approaches these governments have taken to re-building public trust and enhancing public service ethics in times of rapid change. These efforts for re-building an ethical public service are scrutinized according to four criteria for effectively leading change. Changes of public service values are also analysed as well as their implications for public servants.
Effectively, applied leadership is identified as the pillar of ethical practice – emphasizing the need for quality leadership development through on-the-job experience. Although legislation and codification are seen as necessary for building an ethical infrastructure that can help employees out of encountered dilemmas, the way forward is seen as nurturing an environment of trust and vigilance in which ethics are promoted through exemplary behaviour of leaders and employees alike.     

Frontline Problem Solvers: The Structuring of Frontline Service Work

The purpose of this article is to contribute to the understanding of the role of frontline employees in organizing public service delivery. Combining inspiration from organizational institutionalism and social theory of practice, this study offers an integrative understanding of frontline agency in organizational dynamics during the institutionalization of a public sector reform. Findings are presented from an ethnographic field study of frontline employees' strategies of adopting new structures of service work during the institutionalization of a public reform. The study illustrates how frontline actions provide the basis for both stability and change in the structures through which frontline work is organized. The agency exerted by frontline employees in institutionalization of reforms may have both equilibrating effects as well as deepen the gaps between the public sector and the public served.     

‘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.     

COMPETITION OR MONOPOLY? COMPARING PRIVATIZATION OF LOCAL PUBLIC SERVICES IN THE US AND SPAIN

Differences in national traditions of public intervention, institutional arrangements and public service markets make local public services an area of great diversity. In this paper we undertake a comparative study of how local governments arrange for delivery of water and waste services in the US and Spain. We find levels of privatization are higher in Spain than in the US. We review organizational reform in the two contexts and compare service delivery data using national surveys from each country. We find lower and less stable privatization in the US stems in part from adherence to public choice emphasis on the benefits of market competition over public monopoly. By contrast, Spanish municipalities reflect an industrial organization approach, and create hybrid public/private firms which benefit from both market engagement and economies of scale available under monopoly production. We conclude that managing monopoly may be more important than competition in local service delivery.     

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.     

DISTINCTIVENESS OF ADMINISTRATIVE REFORM IN GREECE,ITALY, PORTUGAL AND SPAIN. COMMON CHARACTERISTICS OF CONTEXT,ADMINISTRATIONS AND REFORMS

This article, the final part of the symposium, concentrates on the common characteristics of Southern European states and administrations that can explain the distinctiveness of the reforms there. First, we briefly consider the theoretical aspect of the country papers, that is, historical institutionalism. We then briefly review some common features of contextual factors such as welfare state, economy and civic culture. This is followed by a discussion of some typical characteristics of Southern European administrations: legalism, politicization and clientelism. Finally, we discuss some common features of reform in Southern Europe. Reform in the region encompasses not only new public management; other reforms have also occurred. However, political polarization means these countries lack the stability necessary to implement and carry out reform effectively. In terms of improvement in quality, efficiency and client orientation of public service provision, the far‐reaching politicization of the civil service gives a distinctive twist to any such claims.     

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 ADMINISTRATION REFORM IN SRI LANKA

In 1996, the government of Sri Lanka enlisted the help of international consultants to address significant weaknesses in the countr's public administration. Their study focused on reorganization of public administration structures, rationalization of public sector cadres and introduction of results-based management systems and procedures. The analysis focused on five main topics: consolidation of core strategic functions in the President's office; improvement of the policy coordination process at cabinet and ministerial levels; separation of policy-making, service delivery and regulatory functions of public administration; enhancing the effectiveness of line ministries through realigning tasks; and introduction of a results-based management system that links resource inputs with well-defined outputs of departments and offices. The urgency of public service reform has been an issue on the national agenda for some time. Until the institutional capacity and effectiveness of the public administration system is upgraded, the credibility of government efforts to bring about a more liberal and competitive market environment will be seriously in doubt. The recommendations in this article can be extended beyond Sri Lanka, serving as a general model of civil service reform for other South Asian nations.     

Aesop With Variations: Civil Service Competency as A Case of German Tortoise and British Hare?

Among the most widely used stereotypes in the contemporary literature on public management reform is to portray German administrative policy as that of a slow-moving 'tortoise' in contrast to the fast-moving reform 'hare'. Taking civil service competency as a point of analysis, this article questions the validity of these widely held assumptions. It does so in three steps. Following a brief comparative narrative of competency initiatives in the German and British higher civil services, the article explores to what extent the observed 'Aesop with variation' pattern can be explained. It suggests that the variations can only to a limited extent be explained by 'civil service competency exceptionalism' and that there therefore seems to be something wrong with the way that Germany and the UK are conventionally categorized in the international public management reform literature.     

Public Administration Reform and Its Implications for Foreign Petroleum Companies in Kazakhstan

Since 2000, Kazakhstan has followed the New Public Management reform trajectory in modernizing its public sector and public service delivery. This article employs an actor-centered perspective to examine the effects of the public administration reform and its implications for foreign petroleum companies in Kazakhstan. The study builds on primary sources in the form of 81 semi-structured interviews with public servants, representatives of foreign petroleum companies and experts. The main conclusion is that the reform effects are ambiguous. Despite some success in greater efficiency of public services, many weaknesses remain, with highly varying implications for foreign petroleum companies.     

Perspectives on participation in economic policy reform in Africa

This article examines two questions regarding participation in economic policy reform in Africa: how do the circumstances surrounding participation and the ways it occurs influence the economic policy reform process, and can changes to enhance participation lead to improved policy outcomes? The general findings are, first, that the pattern of participation is an important variable in the policy reform process, but that its effects on reform outcomes are strongly mediated by African political and governance factors. Second, increased participation appears to enhance prospects for sustainable reform outcomes, though the weak capacity and responsiveness of the state and the incipient nature of civil society's associational infrastructure in much of Africa limit opportunilimits for institutionalizing participation. It is important to be aware of participation’s limits as well as its potential contribution to economic policy reform in the context of political liberalization, and to recognize the long-term nature of the transition to new modes of state-society cooperation.     

Public Service Motivation Scholarship in Africa: A Systematic Review and Research Agenda

Although several literature reviews have been published on public service motivation (PSM), none of them focused solely on Africa. Adopting a systematic review of the literature, we analyse articles on PSM scholarship in Africa published between 2005 and 2017. We found that authors in African PSM is consistently increasing with their research published in highly ranked peer-reviewed journals. The antecedents and consequences of African PSM are similar to those of Western countries. Finally, respondents of African PSM scholarship are skewed towards “managerist” and students’ perspective. We proposed agenda for African PSM research with four key interest areas.     

Civil Service Reform in Ethiopia: Issues,Lessons, and Future Directions

This article provides an in-depth review of the successes and challenges of public sector reform efforts in Ethiopia with a view to help other developing countries, particularly African countries, learn from Ethiopia's experiences in this regard so that they can improve the content of and approach to their public sector reforms. It also identifies the gaps in the existing literature and puts forward implications for further research in the area. The public sector reform program of Ethiopia has shown successes particularly in the areas of service delivery to citizens. However, the reform program is entangled with challenges such as lack of accountability and transparency on the part of implementing institutions, inadequate material and moral incentive to employees thus crippling the capacity to manage the implementation process, and participation from the side of different stakeholders.     

CHANGES IN PUBLIC SERVICE BARGAINS: MINISTERS AND CIVIL SERVANTS IN DENMARK

The concept of public service bargain (PSB) has been reintroduced in recent times to the study of public administration to analyse the division of roles between ministers and the civil service in the context of public service reforms ( Hood 2000, 2001, 2002 ; Hood and Lodge 2006 ). The empirical investigation of the concept of PSB in general and changes in PSBs in particular is, however, limited. This article addresses this limitation by investigating what causes changes in public service bargains, particularly with respect to the provision of advice. As argued by Hood, we demonstrate how changes in PSBs can be explained by a combination of changes in the environments of ministries as well as the interests of the political actors. Furthermore, we point to the professional qualifications of civil servants as well as their interests as causes of change which, until now, have not received sufficient attention in the PSB literature. The article is based on a longitudinal case study of PSB between ministers and the permanent civil service in Denmark.     

A Modernization Myth: Public Management Reform and Leadership Behavior in the Irish Public Service

To assess whether public service modernisation in Ireland is a ‘useful myth’, we examine aggregate indicators of leadership behaviours and the interview responses of recognised ‘change agents’ to assess whether there is a gap between the rhetoric and reality of follower engagement in pursuit of a transformative vision that official rhetoric highlights as a potentiality in this sector. The persistence of such a gap can be explained in terms of the usefulness of this potentiality myth in legitimising the leading role top-level public servants play in reform processes in this country although this may have declined during the current recession.     

Lustration in poland and the former czechoslovakia: a study in decommunization

This article examines the process of decommunization in Poland and the former Czechoslovakia as it impacted opportunity for public services employment in elected or civil service offices. In each setting we describe the motivations expressed for and against lustration in the public service, explain the patterns of decommunization in each country and consider these events from legal, ethical and political points of view.     

Environmental dimensions of managing public budgets and public enterprises in Sub-Saharan Africa

This study examines the nature of the environment in which public budgets and public enterprises are managed in developing countries in Sub-Saharan Africa. It develops a model of the environmental dimensions in the general environment and dimensional components in the task environment of public budgeting and public enterprise management including the economic, political, socio-cultural, and technological dimension which determine public budget and public enterprise management in developing countries like those in Sub-Saharan Africa. The implications of those environmental dimensions and their components are evaluated for budgetary processes and budgetary outcomes in selected countries in Sub-Saharan Africa - Kenya, Nigeria, Tanzania, and Ethiopia. The impact of economic dimensions in inducing repetitive budgeting in the budgetary processes of developing countries was highlighted. The results of the analysis of expenditure patterns in these countries tend to support the greater strength of the economic functional dimension in influencing budgetary outcomes. The implications of the environmental dimensions of the model for the management of public enterprises was also investigated. Numerous dimensional components of the major dimensions of the model developed in the study were found to have had an impact on the development of the public enterprise sector in developing countries like those in Sub- Saharan Africa. Moreover, the performance of public enterprises was strongly linked to the dimensions and components of the model. The interactive effects of public enterprise management on public budgeting in developing countries is also addressed as a consequence of the environmental model. Reform efforts must contend with altering the environmental state depicted in the model or accommodating to it.     

What Works and Why? Lessons from Public Management Reform in Malaysia

This article examines the Malaysian experience with public management reform to verify arguments about various reform models. Drawing on empirical data, it investigates reforms that have worked and those that have had limited impacts on public service improvements. It identifies critical success factors that determine reform outcomes and concludes that for reforms to succeed a combined top–down and bottom–up approach is crucial. It argues that while diagnostic and problem-oriented reforms have a better chance of being successful, the value of best-practice reforms should not be discounted. The cumulative impact of such reforms can be significant, as the Malaysian case demonstrates.     

Democratization of the State: A Global Perspective and South African Case Study

ABSTRACT

This essay provides a global perspective on the democratic transformation of the state in societies undergoing democratization. Comparative research indicates that the development and effective performance of democratic political systems require the establishment of honest and competent public bureaucracies that avoid political partisanship and demonstrate respect for the diverse values and interests of the populations they serve. Especially important in democratizing the state is the development and practice of the norms of secondary democracy. The practice of these norms of mutual respect, fairness, and collaboration create the essential culture or modus vivendi of democracy. The Republic of South Africa is analyzed as an important case study of a contemporary state that is attempting to create a democratic and corruption-free public service in a country with an extremely racist, authoritarian, and corruption-ridden past. This case study reveals that the democratization of the state in South Africa, as in the case of other countries around the world, requires the members of the state bureaucracy to practice the norms of secondary democracy in their daily relations with one another and in their relations with the citizenry.