People: hearts and minds Towards rebirth of the public service ethic

No country will escape the enormous forces that are now buffeting the public sector worldwide. The massive changes underway are affecting people—public servants and citizens alike—and not just bottom lines. Standard approaches to dealing with change may unwittingly overlook the fact that Public Services are first and foremost “people systems”. The article provides a timely reminder that players in public organizations—senior officials, middle managers and front-line workers—experience change differently given their distinct perspectives and levels of authority. While responses to change may vary considerably within organizations, a common humanity is what ultimately unites people. As a result, governments that choose to ignore rather than acknowledge the human side of change may experience needless difficulty in bringing about the successful renewal of the public sector. (© 1997 by John Wiley & Sons, Ltd.)