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.     

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.     

A genealogy of EU discourses and practices of deliberative governance: Beyond states and markets?

The article offers a genealogy of ‘deliberative governance’ in the EU—an important contemporary discourse and practice of ‘throughput legitimacy’ within that setting. It focuses on three key episodes: the late 1990s ‘Governance’ reports of the European Commission's in‐house think‐tank, the Forward Studies Unit (FSU); the Commission's 2001 White Paper on Governance; and the EU's ‘Open Method of Coordination’, which emerged in the 1990s and was widely studied in the early and mid‐2000s. The genealogy serves to highlight the particular intellectual lineages and political contingencies associated with such a discourse and in so doing points to its exclusive potential in both theory and practice. In particular, the article argues that it excludes, on the one hand, those championing the enduring sociological and normative importance of the nation state and an associated representative majoritarianism and, on the other hand, those (excessively) critical of a functionalist, neoliberal, market‐making status quo.     

EDUCATION,EDUCATION, EDUCATION: THE THIRD WAY AND PFI

In 1997, New Labour set about the task of reforming public services in the United Kingdom through the use of an ideology that became known as the ‘Third Way’. This research examines the context from which this concept emerged, and explores its relationship with the tools of delivery, with particular reference to the Private Finance Initiative (PFI). The paper begins by reviewing the Third Way, before analysing the arguments for and against PFI. Using an example from the Northern Ireland education sector, the paper argues that the characteristics associated with the Third Way are mirrored in the operational tools of public service delivery, such as PFI. The paper concludes that, within the context of the case study reviewed, there is a ‘consistent pragmatism’ in play in relation to how these delivery initiatives are operated and how they relate to their conceptual underpinnings.     

EVIDENCE‐BASED MANAGEMENT: THE VERY IDEA

This essay critically evaluates the recent phenomenon of ‘evidence‐based management’ in public services that is especially prominent in health care. We suggest that the current approach, broadly informed by evidence‐based health care, is misguided given the deeply contested nature of ‘evidence’ within the discipline of management studies. We argue that its growing popularity in spite of the theoretical problems it faces can be understood primarily as a function of the interests served by the universalization of certain forms of managerialist ‘evidence’ rather than any contribution to organizational effectiveness. Indeed, in a reading informed by the work of French geographer Henri Lefebvre, we suggest that in the long term the project is likely to inhibit rather than encourage a fuller understanding of the nature of public services. We conclude with a call for forms of organizational research that the current preoccupations of the evidence‐based project marginalize if not write out altogether.     

THE CENTRE STRIKES BACK: META‐GOVERNANCE,DELEGATION, AND THE CORE EXECUTIVE IN THE UNITED KINGDOM, 2010–14

A growing literature on ‘agencification’, ‘quangocratization’, and the ‘autonomization’ of the state has highlighted a coordination dilemma in contemporary public governance whereby governments rely on delegated governance but are frustrated by the lack of control that arises from such structures. In the run‐up to the 2010 General Election in the United Kingdom this coordination dilemma was prominent as the capacity of the Cabinet Office to exert control over arm's‐length bodies, either directly or indirectly, received intense criticism. This article presents the findings of the first detailed research project to examine the subsequent Coalition Government's approach to this dilemma. It argues that in relation to the governance of public bodies, the role and capacity of the Cabinet Office has been transformed. In mapping this development the article explores the implications of the centre striking back in the context of ‘post‐New Public Management’ reforms.     

ENTREPRENEURIAL EXIT RESPONSE TO DISSATISFACTION WITH PUBLIC SERVICES

Following Hirschman's seminal Exit, Voice and Loyalty, an exit response to dissatisfaction with public services is often portrayed as a replacement of one service provider with another, depending on the availability of alternatives. This article enriches Hirschman's typology by conceptualising an ‘entrepreneurial exit' response referring to citizens who exit proactively by creating a viable alternative themselves. The practical aspects of entrepreneurial exit are analysed based on five manifestations: planned homebirth, homeschooling, urban self‐defence groups, children with disabilities, and claim clubs in the American West. Whereas citizens' roles within the public service sphere are referred to as ‘participators’, ‘customers’, and ‘co‐producers', entrepreneurial exit indicates the entrepreneurial role citizens may play. Similar to the additional forms of exit, entrepreneurial exit becomes meaningful if the newly introduced form of service gains social acceptance, especially when it reflects policy non‐compliance within which laymen are transformed into providers of professional services.     

WHY STRONG COORDINATION AT ONE LEVEL OF GOVERNMENT IS INCOMPATIBLE WITH STRONG COORDINATION ACROSS LEVELS (AND HOW TO LIVE WITH IT): THE CASE OF THE EUROPEAN UNION

The European Union (EU) inherited ‘indirect administration’ from classical international organizations: policies adopted by the international organization are subsequently to be implemented nationally by member states themselves, and not by bodies owned by the international organization. This arrangement has often led to legislation being incorporated and applied rather differently across countries. In order to harmonize implementation practices within the EU, we have witnessed a development from ‘indirect administration’ to more ‘direct administration’ in the sense that national agencies work closely with the European Commission, EU agencies and sister agencies in other member states, partly bypassing national ministries. Thus, stronger coordination across levels may counteract strong coordination at the national level. This ‘coordination dilemma’ seems to have been largely ignored in the literatures on EU network governance and national ‘joined‐up government’, respectively. The ambition of this article is twofold: first, the coordination dilemma is theoretically and empirically illustrated by the seeming incompatibility between a more direct implementation structure in the multilevel EU administrative system and trends towards strengthening coordination and control within nation states. Second, the article discusses organizational arrangements that may enable systems to live with the coordination dilemma in practice.     

EVALUATING THE BREADTH OF POLICY ENGAGEMENT BY ORGANIZED INTERESTS

This article probes the variation in the breadth of policy engagement among organized interests. The literature, heavily shaped by large‐n US studies of Washington and its lobbying system, suggests many reasons for organized interests to focus policy engagement relatively narrowly. This claim of policy specialization has been long repeated in the British public policy literature. The aim of this article is to empirically test the extent to which expectations of narrowed engagement hold in a UK context. This article uses a new Scottish dataset that tracks actual engagement by any organized interest on executive policy consultations over a 25‐year period. It tracks over 90,000 ‘mobilization events' by over 18,000 organizations in 1,690 distinct consultation issues across the entire Scottish policy system. In analysing these data, we concern ourselves with establishing: (1) the extent of generalized engagement; (2) the type of organized interests that are more or less general in their engagement; and (3) the extent to which a specialized style of policy engagement is on the increase over time. In the process, we develop measures that are appropriate for assessing breadth of engagement using issue‐based policy data.     

THE SEPARATION/SPECIFICATION DILEMMA IN CONTRACTING: THE LOCAL GOVERNMENT EXPERIENCE IN VICTORIA

This article draws on evidence from case studies of local government contracting in the Australian state of Victoria. It argues that one of the key elements of competitive tendering – the separation of purchasers from providers – undermines another of its essential mechanisms – the specification of services – at the point where previously in‐house services are exposed to competition. The managers who are to become purchasers lack the requisite knowledge of services, which instead resides in the minds of the service delivery staff whose work is to be subjected to competitive processes. Separating purchasing from service‐provision ‘distances’ the staff from the managers, impairing employees’ willingness to share the relevant information. At the same time, the introduction of competition increases the probability that staff will withhold that knowledge, and makes it harder on probity grounds to maintain the type of collaborative relationship which might overcome their reluctance to share it.     

Welfare Administration Reform Between Coordination and Specialization

This article identifies transboundary coordination practices and related modes of specialization in welfare administration reforms. We describe how the 2005 reform of the welfare administration in Norway started as a process of integration involving merger and partnership, but later, following the 2008 reorganization, introduced re-centralization and re-specialization. The main research questions are how we can explain this change of administrative reform? Why was the integrative administrative reform not sustainable and reorganization through re-specialization seen as a better answer to the “wicked issues” of welfare services? To answer these questions we apply a structural-instrumental perspective and a cultural-institutional perspective.     

NEW MODES OF GOVERNANCE IN ITALY AND THE NETHERLANDS: THE CASE OF ACTIVATION POLICIES

This article discusses the growing importance of operational reforms in the context of welfare state transformation processes, and the role that principles of new governance play in shaping these reforms. It focuses specifically on one social policy area considered crucial in reforming welfare states: the provision of activation services that aim at increasing the employability and labour‐market participation of people dependent on benefits or social assistance. The article argues that besides the reforms of the programmatic aspects of social policies and social services (formal policy reforms), reforms of the way in which policies and services are organized, administered and delivered (operational policy reforms) have received increasing attention as a ’second strand’ of welfare state reforms. It illustrates this by analysing and comparing reforms of the provision of activation services in two European countries: Italy and The Netherlands. The article not only reveals the growing emphasis in both countries on operational policy reforms which are to an important degree inspired by principles of new governance, but also shows significant similarities and differences in their concrete manifestations, which could be interpreted as pointing out processes of ‘path‐dependent convergence’.     

WHY PUBLIC EMPLOYMENT SERVICES ALWAYS FAIL. DOUBLE‐SIDED ASYMMETRIC INFORMATION AND THE PLACEMENT OF LOW‐SKILL WORKERS IN SIX EUROPEAN COUNTRIES

It has been a general finding across Europe that very few job matches are facilitated by public employment services (PES).The article explains this failure by highlighting the existence of a double‐sided asymmetric information problem on the labour market. It is argued that although a PES potentially reduces search costs, both employers and employees have strong incentives not to use PES. The reason is that employers try to avoid the ‘worst’ employees, and employees try to avoid the ‘worst’ employers. Therefore these services get caught in a low‐end equilibrium that is almost impossible to escape. The mechanisms leading to this low‐end equilibrium are illustrated by means of qualitative interviews with 40 private employers in six European countries.     

THE DIFFICULT TRANSFORMATION OF STATE AND PUBLIC ADMINISTRATION IN PORTUGAL. EUROPEANIZATION AND THE PERSISTENCE OF NEO‐PATRIMONIALISM

Portugal has been characterized by a late discontinuous democratization process. This contribution discusses the case of state and public administration reform in Portugal by using approaches from democratization, modernization and Europeanization theories. In order to understand the Portuguese case, the concept of ‘neo‐patrimonialism’ is used. We characterize Portuguese public administration as still having ‘neo‐patrimonial’ features, and therefore is still in transition from old closed‐minded practices such as particularistic decision making or clientelistic relationships to new open‐minded ones. The ‘new’ governance agenda combines new public management instruments and a growing flexibilization of public administration towards networks with non‐statal actors and has certainly led to some improvement in the quality of the services associated with public administration. Although is still too early to assess, top‐down and horizontal Europeanization processes, particularly since the late 1990s, may have contributed to a more reflexive approach in moving towards a more endogenous strategic vision based on the needs of the Portuguese state and public administration.     

Government Mapping of the Third Sector: A Government Innovation for Regulation and Coordination? Perspectives From the Third Sector

This article examines the policy tool of a registry of civil society organizations in a regulatory transparency framework. A registry serves as a government ‘mapping’ tool by collecting data on civil society and nonprofit organizations. Do government efforts to map the third sector hinder or foster nonprofit organizations’ capacity and their coordination? The balance between regulation and the strengthening of nonprofit organizations’ capacity and the coordination of goods and services through government innovations like the registries—i.e., third sector mappings—might indeed have the potential to foster a more effective and efficient third sector.     

Institutionalised Co-production: Unorthodox Public Service Delivery in Challenging Environments

In developing countries in particular, services are often delivered through unorthodox organisational arrangements that cannot simply be dismissed as relics of ‘traditional’ institutions, or as incomplete modern organisations. Some have emerged recently, and represent institutional adaptations to specific political and logistical circumstances. We need to expand the range of organisational categories that are considered worthy of study and develop a better understanding of the strengths and weaknesses of unorthodox arrangements. The concept of institutionalised co-production provides a useful point of entry. Institutionalised co-production is defined as: the provision of public services (broadly defined, to include regulation) through a regular long-term relationship between state agencies and organised groups of citizens, where both make substantial resource contributions. We explain some varieties of institutionalised co-production arrangements; explore why they appear to be relatively so widespread in poor countries; and relate the concept to broader ideas about public organisation.     

BUREAU SHUFFLING? THE REVIEW OF PUBLIC ADMINISTRATION IN NORTHERN IRELAND

The Belfast (Good Friday) Agreement of 1998 resulted in the return of devolved government to Northern Ireland and, with it, a decision by the Executive and Assembly to conduct a radical review of public administration. The review is now reaching its final stages and this paper considers the likely outcomes. It both argues that the parameters of the review will limit its impact and describes the reform proposals as either structural changes or administrative rationalization, both devoid of a wider modernizing approach to improving public services. In Northern Ireland, the on/off nature of devolution could result in ‘one of the major tasks for devolved government’ (according to the Northern Ireland Executive) being implemented by Direct Rule ministers.     

QUEER(Y)ING PUBLIC ADMINISTRATION

Queer theory, understood here as a set of political/politicized practices and positions which resist normative knowledge and identities, has emerged as a theoretical perspective having important emancipatory and explanatory power in the arts, humanities and social sciences. Queer theory resists definition ipso facto, residing as it does within a postructuralist paradigm. It has not hitherto featured within the discipline of public administration and we argue the case for its utilisation in this field by first explicating the theory. Here we develop a way of using queer theory to analyse data, notably through the identification of the ‘moments’ of a queer theory analysis: identification of the norms that govern identity, analysis of what is allowable within those norms, and exploration of what is unspeakable. We demonstrate its use via an empirically‐based case study. The lessons from this exercise are then applied to some of our earlier work which we re‐read through a queer theory lens. This shows the great explanatory power offered by the theory, in that it can develop insights that previously have been inaccessible. We conclude with recommendations for its broader application and wider use within public administration.     

Coping with the Cuts? The Management of the Worst Financial Settlement in Living Memory

The scale of the cuts to local government finance, coupled with increasing demand for services, has led to unprecedented ‘budget gaps’ in council budgets. Arguably, two competing narratives of the trajectory of local government have emerged in which contrasting futures are imagined for the sector – a positive story of adaptation and survival and more negative one of residualisation and marginalisation. Drawing on case study evidence from three English local authorities, the paper distinguishes and provides examples of three strategic approaches to managing austerity – efficiency, retrenchment and investment. It demonstrates how and why the balance of these strategies has shifted between the early and later phases of austerity and considers the extent to which the evidence of the case studies provide support for either the survival or marginalisation narrative. The paper concludes by arguing that a third narrative – responsibilisation – captures more fully the trajectory of local government in England.     

NEW PUBLIC MANAGEMENT IN PUBLIC SECTOR ORGANIZATIONS: THE DARK SIDES OF MANAGERIALISTIC ‘ENLIGHTENMENT’

For many years the proponents of New Public Management (NPM) have promised to improve public services by making public sector organizations much more ‘business‐like’. There have been many investigations and empirical studies about the nature of NPM as well as its impact on organizations. However, most of these studies concentrate only on some elements of NPM and provide interesting, but often anecdotal, evidence and insights. Perhaps exactly because of the large amount of extremely revealing and telling empirical studies, there is, therefore, a lack of a systematic identification and understanding of the nature of NPM and its overall relevance. This paper contributes to a systematic identification and understanding of the concept of NPM as well as its multi‐dimensional impact on public sector organizations. First, the paper aims at (re‐) constructing a comprehensive taxonomy of NPM's main assumptions and core elements. Secondly, the paper tries to provide a more comprehensive and meta‐analytical analysis of primarily the negative consequences of NPM‐strategies for public sector organizations as well as the people working in them.