Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City

Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model has been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City, we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed.     

The New Governance: Practices and Processes for Stakeholder and Citizen Participation in the Work of Government

Leaders in public affairs identify tools and instruments for the new governance through networks of public, private, and nonprofit organizations. We argue the new governance also involves people—the tool makers and tool users—and the processes through which they participate in the work of government. Practitioners are using new quasi-legislative and quasi-judicial governance processes, including deliberative democracy, e-democracy, public conversations, participatory budgeting, citizen juries, study circles, collaborative policy making, and alternative dispute resolution, to permit citizens and stakeholders to actively participate in the work of government. We assess the existing legal infrastructure authorizing public managers to use new governance processes and discuss a selection of quasi-legislative and quasi-judicial new governance processes in international, federal, state, and local public institutions. We conclude that public administration needs to address these processes in teaching and research to help the public sector develop and use informed best practices.     

The Use of Network Analysis to Strengthen Community Partnerships

Community partnerships or networks of collaborating public and nonprofit organizations are an important way of addressing a wide range of problems and needs that communities face. In the academic literature, network analysis has been used to analyze and understand the structure of the relationships that make up multiorganizational partnerships. But this tool is not well-known outside the small group of researchers who study networks, and it is seldom used as a method of assisting communities. This article briefly discusses network analysis and how community leaders can use the results generated by this tool to strengthen relationships among public and nonprofit organizations, thereby building the community's capacity to address critical needs in areas such as health, human services, social problems, and economic development.     

Parents,public policy,and youth smoking

This paper jointly examines the importance of parental influences, prices, and tobacco control policies on the smoking behavior of youths. Data are drawn from the Audits & Surveys (A&S) 1996 survey of high school students across the United States from “The Study of Smoking and Tobacco Use Among Young People” to examine the impact of parental influences on the probability of youth smoking in the context of both specific observable parenting behaviors and in terms of youths' perceptions of the importance of their parents' opinions. The key finding is that specific parental influences (such as communication/bonding (extent of discussions about daily issues between parent/adult and child), limit‐setting with regard to free time, home smoking rules, and parental smoking behavior) and the extent to which teenagers value their parents' opinions play a significant role in youth smoking decisions. Our results by age reveal that specific modifications related to improving communication channels and implementing home smoking rules and more general changes that improve the quality of the parent‐child relationship so teens place a higher value on their parents' opinions are likely to be particularly effective in the early teen years. © 2005 by the Association for Public Policy Analysis and Management.     

Linking program implementation and effectiveness: Lessons from a pooled sample of welfare‐to‐work experiments

This paper addresses the question: How does implementation influence the effectiveness of mandatory welfare‐to‐work programs? Data from three large‐scale, multi‐site random assignment experiments were pooled; quantitative measures of program implementation were constructed; and multilevel statistical modeling was used to examine the relationship between program implementation and effects on short‐term client earnings. Individual‐level data were analyzed for 69,399 sample members and group‐level implementation data were analyzed for 59 local programs. Findings indicate that, other things being equal, earnings effects are increased by: an emphasis on quick client employment, an emphasis on personalized client attention, staff caseloads that do not get too large, and limited use of basic education. Findings also show that mandatory welfare‐to‐work programs can be effective for many types of people, and that focusing on clients who are especially job‐ready (or not) does not have a consistent influence on a program's effectiveness. © 2003 by the Association for Public Policy Analysis and Management     

Authoritarian resilience and regime cohesion in Morocco after the Arab Spring

Abstract

This article argues that Morocco's competitive authoritarian regime is more resilient today in certain key respects than it was when the Arab Spring began. Drawing on Levitsky and Way's dimension of organisational power, the article contends the regime was sufficiently unnerved by the unrest to resort to the use of high intensity coercion as part of its response to the 20 February Movement. The article maintains that, in employing this force successfully, the regime has turned the protests into an important source of non-material cohesion for its security apparatus and thereby enhanced its ability to defend itself from similar challenges in the future.     

Lumpy preference structures

A widely held and durable normative position has been that policy analysts should attempt to estimate the evaluative reaction of those who will be most directly affected by a government sponsored or regulated technology. The premise of applied welfare economics is that citizens would divide, substitute and additively recombine their assessments of the project's impacts in the same manner. This paper outlines an alternative theory by arguing that citizen preferences will often be contingent upon, rather than divisible from, the substantive and procedural characteristics of the context in which a choice takes place. Moreover, one can predict that the manner in which these evaluations are substituted and recombined will vary with the internal structure of one's value and belief system. By representing that system in terms of a hierarchical model composed of four factors — common orientation, procedural judgment, desire for personal control and substantive evaluation — it is argued that the evaluations of a project will be combined by way of interactive, indirect and non-recursive relationships as well as the common additive expectations. Some of the implications of this alternative theory for policy analysis are explored.     

Federalism, Republicanism, and the Northwest Ordinance

The Northwest Ordinance, enacted by the Congress of the Confederationon 13 July 1787, addressed in its own way the two crises facingthe Framers in Philadelphia: the crisis of the Union and thecrisis of republican government. It gave government to the NorthwestTerritory, which had been created for the sake of the Unionand with an eye to the security of republicanism. That territorywas destined to be a matrix of new states, equal members ofthe Union and republican in form. The working out of those principles,commanded by the Declaration and foreshadowing the Constitution,is traced from Jefferson's plan of 1784 to the Ordinance of1787. The uncultivated and intractable character of the frontiersman,making his attachment to the Union and his capacity for self-governmentdubious, presented a special problem. It is seen how the NorthwestOrdinance, establishing government, procuring certain socialand economic conditions, and inducing proper habits and opinions,sought to make the expansion of the Union an extension of republicanism.     

Expert Approaches to Communicating Violence Risk

There has been virtually no empirical study of the way in which evaluating clinicians communicate their conclusions about the risk of violence toward others. Risk communication has become particularly important in recent years, serving as the link between empirical data from recent studies and the understanding and use of such data by evaluators and decision makers. The present study considered how psychologists and psychiatrists, identified as experts in violence risk assessment, responded to eight vignettes that systematically measured preferences for risk communication. The vignettes involved the presentation of the following factors in a 2 × 2 × 2 within-subjects design, counterbalanced for order: (1) risk model (prediction vs. management), (2) risk level (high vs. low risk of the individual being assessed), and (3) risk factors (the predominance of static vs. dynamic risk factors). A total of 71 individuals (41 psychologists, 2 sociologists, and 28 psychiatrists) responded to a survey mailed to 100 individuals, for a response rate of 71%. Participants were asked to rate the value of six forms of risk communication for each of the eight vignettes. There were few significant differences between the ratings assigned by psychologists and those assigned by psychiatrists. The most highly valued form of risk communication involved identifying risk factors applicable to the individual and specifying interventions to reduce risk. A repeated-measures multivariate analysis of variance yielded a main effect for risk level and an interaction between risk level and risk factors. The implications of these findings for research and practice are discussed.