Applying rapid results approach to local service delivery: issues,lessons and challenges from Nairobi City Council

Over the years, the Kenyan Government has pursued wide‐ranging public sector reforms to improve local service delivery, but little has been achieved due to lack of a wide‐ranging decentralisation policy and institutional framework. To precipitate the reform process, the rapid results approach (RRA), commonly applied in private sector organisations, was recently introduced thorough out the public sector, including local authorities (LAs). This article assesses the efficacy of the rapid results approach (RRA) methodology in local service delivery using Nairobi City Council as a prototype; highlighting the success stories, pitfalls and challenges. The analyses are based on the findings obtained using current literature on the subject matter and the author's interactions with the council staff, councillors and other stakeholders. On the basis of the analysis, the article draws the main conclusions and policy advice on what could be considered critical for further debate, highlighting issues, lessons and challenges that could be raised to improve the practice of RRI. The key messages presented here will help policy makers, scholars and practitioners of reform to re‐think the envisaged countrywide replication of RRI to the rest of LAs. Copyright © 2008 John Wiley & Sons, Ltd.     

Participatory environmental management: Contradiction of process,project and bureaucracy in the Himalayan foothills

Using comparative Asian experience of organizational change, this article analyses the experience of an Indian organization responsible for environmental management in the Himalayan foothills of Uttar Pradesh (UP) in moving from a standard Indian public sector approach to rural development and environmental management, to a new participatory approach. Successive World Bank funded watershed management projects in the Himalayan foothills were widely held not to have achieved and sustained their full potential in the past, largely due to an absence of effective local management of assets after the projects' end. On the other hand communities and groups have shown on a small scale a capacity to manage resources in a sustainable way. The Government of Uttar Pradesh's (UP) European Union (EU) funded Doon Valley Project has been through a first phase in which a participatory method of village level planning has been initiated. The article addresses the required changes and constraints involved in this first step of transformation. These include issues to do with organizational structure and procedures, training, gender and other social issues, and the dynamics of organizational change. The implications of a participatory approach are far reaching. The ‘off the shelf’ schemes that Government has offered to individuals, groups and communities in all watershed management as well as other rural development programmes are challenged both by the specificities of the Himalayan environment, and by the adoption of a genuinely participatory approach. Allowing people to decide how they will manage their hillsides requires an ability to facilitate that process. Facilitators need to have the flexibility and creativity to offer a variety of technical and managerial possibilities such that individuals, groups and communities can choose what suits them best. Constraints derive partly from the Government's set procedures and schemes in rural development, and from its advocacy of particular well worn technology packages. Constraints also derive from the way in which the whole project has been handled by Government and the Commission of the European Union from the beginning, and from the way in which technical assistance has been organized. It is important that governments and donors learn from such experiences so that future participatory environmental management work can have a greater chance of success.     

From New Public Management to Public Value: Paradigmatic Change and Managerial Implications

Both practitioners and scholars are increasingly interested in the idea of public value as a way of understanding government activity, informing policy‐making and constructing service delivery. In part this represents a response to the concerns about ‘new public management’, but it also provides an interesting way of viewing what public sector organisations and public managers actually do. The purpose of this article is to examine this emerging approach by reviewing new public management and contrasting this with a public value paradigm. This provides the basis for a conceptual discussion of differences in approach, but also for pointing to some practical implications for both public sector management and public sector managers.     

Responsive regulation in public‐private partnerships: Between deterrence and persuasion

Design‐Build‐Finance‐Maintain‐Operate (DBFMO) contracts are a particular type of public‐private partnership whereby governments transfer the responsibility for the design, construction, financing, maintenance, and operation of a public infrastructure or utility service building to a multi‐headed private consortium through a long‐term performance contract. These arrangements present a typical principal‐agent problem because they incorporate a “carrot and stick” approach in which the agent (consortium) has to fulfill the expectations of the principal (procurer). This article deals with a neglected aspect in the literature related to the actual use of “the sticks or sanctions” in DBFMOs and assesses to what extent and under which conditions contract managers adopt a deterrence‐based enforcement approach or switch to a persuasion‐based approach, specifically when the contract clauses require the use of (automatic) deterrence. An empirical analysis of four DBFMOs in the Netherlands shows that the continuation of service delivery, the need to build trust, and the lack of agreement on output specifications play a role in the willingness of the procurer to apply a more responsive behavior that uses persuasion, even when deterrence should be automatically applied. © 2016 John Wiley & Sons Australia, Ltd     

Intersection of 21st century technology with 20th century laws: a case study in proactive issues management

The intersection of a high‐tech product with 20th century laws that would have inadvertently restricted its use provides an interesting case study in issues management. The authors describe how using ‘high‐tech?high‐touch’ as a technique for public policy change, as well as employing other traditional issues management tools, enabled significant success in achieving the company's public policy goals. As a result of this proactive issues management approach, the high‐tech Segway^TM Human Transporter (HT), a low‐speed self‐balancing, electrically powered, two‐wheeled personal mobility device (Figure 1) is permitted to operate freely in a significant part of its potential market area. Copyright © 2003 Henry Stewart Publications     

The Dual Challenge of Integration and Inclusion

Abstract

The Government of Canada is leveraging the potential of the Internet and related technologies to offer Canadians user-centered, integrated services when and where they want them, no matter how they choose to access them (online, telephone, mail, in-person). The article provides insight into the Government of Canada's use of a “whole of government approach” to address the challenges entailed in ensuring that users' needs drive the service delivery agenda. It discusses the key enablers of service transformation, including information management, privacy, security, interoperability and performance measurement.     

Evaluating the best value framework in UK local government services

The aim of this article is to conduct an exploratory multiple case analysis of local government delivery of Best Value by focusing on Environmental Waste Management Service (EWMS) delivery. EWMS is chosen as a key area of Best Value development and application. The Best Value framework was developed by the UK Government to introduce performance management to local government as part of the ‘Modernising Government’ agenda. There is a need to critically evaluate Best Value so that local government can determine if this is a suitable and sustainable framework for the management of public services and that it can make a contribution to increased public service effectiveness. The article describes an exploratory multiple case research study and shows that the imposition of Best Value in local government must recognise the complexity and diversity within local government services, rather than adopting an inflexible approach to deployment. There is a need to go beyond generalised performance measures and benchmarks and to attempt to understand the difficulties and complexities of localised conditions. Copyright © 2003 John Wiley & Sons, Ltd.     

Fifteen Years After Decentralization by Devolution: Political‐administrative Relations in Tanzanian Local Government

One of the professed goals of the 1998 Tanzanian Local Government Reform Program, entailing substantial decentralization, was to provide for a democratic administrative set up in local government. Elected local councils were invested with responsibilities for a wide range of policy sectors and services; the local administrative staff, formerly recruited and instructed by central government, would be appointed by and accountable to the local councils. A well‐functioning local politico‐administrative system was considered paramount to improve service delivery and ensure control of decision making by the local community. This article reports on research into the relations between councilors and administrators in two Tanzanian municipalities. Overall, these relations were found to be tense and full of discordance, caused by clashing role perceptions and mutual distrust. The research suggests that the main factor underlying the behavior and attitudes of councilors and administrators is the very system of public administration, which — despite the ambitions expressed in the Local Government Reform Program — remains very centralistic in character. Copyright © 2016 John Wiley & Sons, Ltd.     

A candidate for relegation? Corruption,governance approaches and the (re)construction of post‐war states

The article discusses the place of anti‐corruption in the post‐war donor agendas. It uses examples from a set of country reports to demonstrate the divergence between the rhetoric and reality of donor‐led initiatives, and the delivery of reform through the governance approach of which addressing corruption has been a part. It suggests that dealing with corruption has often been diluted or downplayed within the wider approach. Within the debate to revise that approach, corruption may be relegated further down the agenda. While recognising the complexity of the post‐war reform process, and the demands from the multiple tasks and volume of funding being addressed by a range of domestic and external actors, the article suggests that failure to address corruption within any new approach in favour of what are considered more pressing reform issues may well cause problems for the future. Copyright © 2009 John Wiley & Sons, Ltd.     

Effectiveness: the next frontier in New Zealand

Central agencies face a critical test on how to approach the resolution of issues and problems related to improving the New Zealand public sector management systems from the author’s perspective. A decade has passed since the legislative changes were approved that initiated major financial management reform, and much of the initial reform energy has faded. It is time to assess what has and has not been achieved, and to search for ways to continue to move forward. There is a sense of anticipation, as well as some apprehension, across the New Zealand public sector, particularly in light of the election of a new Government. As New Zealand moves into a new phase of reform, one of the key challenges is to take advantage of what has already been achieved. New Zealand has one of the world’s leading public sector management systems, and should take advantage of that foundation. The key issue focused on in this article is effectiveness. A critical part of raising effectiveness is enhancing information. Better information is needed on outcomes, and it should be packaged in more accessible and relevant ways. More disciplined evaluation of the effectiveness of what is done is necessary. Systems that encourage public servants to raise their horizons should be improved or put in place. Managers who understand what they are doing and why are critical to reform success. Purchase agreements—or output agreements—will play a pivotal role, but they need to be improved. A fresh approach to output specification to better accommodate the range of output relationships that exist is required. Central agencies can facilitate customization of output specifications by being clearer about the basic output framework, and more flexible about how that framework is applied. Outcome measures should be refined and used along with outputs where feasible. Better ways must be found for managing problems of inter-agency coordination. Technology offers a new set of tools, but IT facilitates rather than creates effective relationships. Other coordination mechanisms that help agencies to communicate and to make trade-offs must evolve. New Zealand can move into a new phase of building a “world’s best” public sector. The public sector has an appetite for action at the moment, and a willingness to debate the issues. How this potential will be used is, to a great extent, the critical issue faced by the new Government.     

THE COGNITIVE FOUNDATION OF A CO‐PRODUCTION APPROACH TO PERFORMANCE MEASUREMENT: HOW DO OFFICIALS AND CITIZENS UNDERSTAND GOVERNMENT PERFORMANCE IN CHINA?

In this article, we explore and discuss the implications and relevance of the concept of co‐production to the design of performance measures. Such a co‐production approach to performance management is grounded upon a conception of public management that emphasizes collective problem‐solving involving not only government officials but also citizens. We argue successful application of such an approach requires that both officials and citizens be cognizant of their role as co‐producers in the process of public service delivery. Whether such a cognitive basis exists in a particular context will affect the utility and viability of the co‐production approach and is an important question that needs to be addressed empirically. To illustrate the importance of the cognitive basis for co‐production, we have conducted an empirical analysis of data collected in a survey in three cities in China. Our analysis suggests that the officials and citizens in the sample generally do not recognize that public administration is a co‐production process involving the efforts of both officials and citizens. Yet, our analysis identifies a number of leverage points for building the cognitive basis. Copyright © 2013 John Wiley & Sons, Ltd.     

Advocacy and Innovation in Interagency Management: The Case of Centrelink

Two basic principles of public organization have been the strength of the functional principle as the basis for most central government organization and the direct control of the ministerial department over delivery of big‐budget social services. Both were challenged in the 1990s as the combined impact of new public management and customer service suggested new ways of handling these questions. One result was a new type of agency that combined the functional separation of delivery and purchaser–provider from new public management, but also horizontal integration of delivery. This creative design seemed to offer solutions to specific problems, but it also produced tensions with others arising from governance issues and the complexities entailed in the connections between specialization and coordination.     

社会服务领域政策理论构建初探

社会服务体系建设包括众多议题,我们不能仅仅考虑政策法规层面和实践层面的建设,更要重视理论层面的建设,只有这样,社会服务体系建设才算完整。需要强调的是,社会服务领域不仅需要一般科学研究提出的社会科学理论和自然科学理论,更需要用于指导社会服务政策和实践、定位于政策的理论,即政策理论。本着这一目的,本文就社会服务领域理论的政策用途、如何构建和构建什么样的政策理论进行初步探索。     

Developing Management Practices to Support Joined‐Up Governance

Various forms of ‘boundary‐crossing’ practices continue to proliferate in public management and public service provision (i.e. activities that require engagement and collaboration across sectors, institutions, and organisations). Yet the dynamic nature of this type of joined‐up working is proving to be a major management challenge. In this paper, we bring a number of concepts to bear on the management of joined‐up and cross‐boundary working in public management of complex social issues. Firstly, we present the concept of ‘adaptive management’, which we draw from field of environmental policy and planning (and human ecology). Secondly, we introduce a rethinking of the role of ‘policy targets’ using a complexity lens. These concepts are integrated into a practice heuristic (or framework) designed to assist cross‐boundary policy implementation in real‐world settings. We argue that adaptive management approaches may have significant utility for ensuring effective governance in uncertain environments.     

Not‐for‐Profit Advocacy: Challenging Policy Images and Pursuing Policy Change

The not‐for‐profit sector has long played an important role in the policy process through encouraging political engagement, policy research and advocacy, and service delivery. This paper examines two not‐for‐profit organizations, National Children's Alliance and National Alliance on Mental Illness, both of which are grassroots organizations formed to radically change public and professional perceptions of their respective issues and reform the way services are offered to those in need. Borrowing from the literature on policy image and agenda setting, we identify the strategies used by these two highly successful not‐for‐profit groups in their efforts to change the system through redefining problems, reframing issues, and securing legislation with the help of policy entrepreneurs and politicians sympathetic to their causes.     

More than Writing on a Wall: Evaluating the Role that Codes of Ethics Play in Securing Accountability of Public Sector Decision‐Makers

This article argues that the essential factors of a public service code of ethics can be divided into five categories. These categories or principles are fairness, transparency, responsibility, efficiency and conflict of interest. These principles are identified in this article as being the basic elements of democratic accountability in relation to public sector decision‐making. The issues explored are not only the obstacles that the public service decision‐maker faces in internalising these principles but, also, the challenges for a pro‐active management in fostering such internalisation.     

Network structure and collaborative innovation processes—A comparative analysis of two elderly service networks in Shanghai

How does the structure of government‐funded service networks affect the process of service innovation? We have conducted a comparative analysis of the structure and processes of collaborative innovation of 2 government‐funded community‐based elderly service networks in Shanghai. We have found that in consistent with the literature, a network that has a network administrative organization structure is better able to manage the process of service innovation in a way that balances the need to achieve government policy goals on the one hand and the imperative to facilitate bottom‐up citizen participation on the other. Surprisingly, contrary to what prior studies have suggested, we have found that a network in which a lead organization plays a dominant role, despite its more centralized process of service innovation, is often able to deliver a variety of high‐quality and low‐cost services addressing citizens' needs. With the leadership provided by the network lead organization and its close affiliation with the street‐office government, the network has been able to solicit government support. Such a hierarchical yet responsive state‐society relation has emerged as a result of the coalescence of a corporatist state legacy and an increasing pressure for local governments to seek citizens' support in service delivery.     

A Knowledge‐Based Approach to Public Value Management: A Case Study of Change Implementation in Disability Services in Western Australia

This paper provides a knowledge‐based perspective to understanding public value management (PVM). As distinct from other approaches to public administration, PVM focuses on collaborative capacity building for the creation of public value. To develop the notion of PVM further, we explore the role of a knowledge‐based strategy in a case study of change implementation in 18 disability service organisations in Western Australia. Our findings show important inter‐relationships between knowledge management strategy, adopting a person‐centred approach to service provision, and sustainability of change implementation. We discuss the implications of the study for disability sector change management and for the further exploration of the strategic role of knowledge management capabilities in the study and practice of PVM in public sector administration. The paper explores the relationship between an organisation's knowledge capture and sharing systems and processes and its ability to implement change in a way that generates long‐term benefits for both public sector employees (e.g., engaging with key stakeholders to generate innovative solutions for serving client needs) and clients (i.e., increased well‐being through better service design and support).     

When Do Regression‐Adjusted Performance Measures Track Longer‐Term Program Impacts? A Case Study for Job Corps

The use of performance management systems has increased since the Government Performance and Results Act of 1993. While these systems share the goal of trying to improve service delivery and participant outcomes, they do not necessarily provide information on the causal (value‐added) effects of a program, which requires a rigorous impact evaluation. One approach for potentially improving the association between program performance measures and impacts is to adjust performance measures for differences across performance units in participant characteristics and local economic conditions. This article develops a statistical model that describes the conditions under which regression adjustment improves the performance–impact correlation. We then use the model to examine the performance–impact association using extensive data from a large‐scale random assignment evaluation of Job Corps, the nation's largest training program for disadvantaged youths. We find that while regression adjustment changes the Job Corps center performance measures, the adjusted performance measures are not correlated with the impact estimates. The main reasons are the weak associations between the unadjusted Job Corps performance measures and participants’ longer‐term outcomes as measured by the evaluation, as well as the likely presence of unobserved factors across centers that are correlated with outcomes.