Handbook of Public Service Delivery

Adopting an integrated approach, this Handbook examines the design, organization, implementation and evaluation of public service delivery. Emphasizing the complex and dynamic nature of public services, it draws on cutting-edge research to identify responses to the unique challenges of the field. Expert contributors analyze the evolution of theoretical approaches and best practices for public service delivery in light of fundamental changes to the socio-political and cultural environment. Tracing connections between different aspects, they illustrate the flexible, collaborative and innovative modes of delivery that are supplementing traditional centralized models. Chapters investigate how to manage important considerations including citizen expectations, economic efficiency, democratic accountability and limitations on capacity. Ultimately, the Handbook demonstrates that in order to be effective, public service delivery must be adapted to specific local and national contexts. Examining both the theory and practice of public service delivery, this Handbook is an essential resource for students and scholars in public administration and management, public sector economics and public policy. It will also be of great use to professionals in government and NGOs seeking to optimize public service delivery. Front Matter Copyright Contents Contributors Introduction to the Handbook of Public Service Delivery Part I Theoretical Perspectives 1. Public administration theory and public service delivery 2. New public administration, equity, justice, and representation in public service delivery 3. Theories of privatization and public service delivery 4. Nonprofits in public service delivery: Navigating devolution and marketization Part II Designing Public Service Delivery 5. Citizen participation and governance in public service delivery 6. Joint public service delivery 7. Collaboration with nonprofit organizations 8. Intergovernmental collaboration for public service delivery 9. Network governance and public service delivery 10. Politics of public service design Part III Implementing and Evaluating Public Service Delivery 11. Enhancing public service delivery in government procurement 12. Information technology and public service delivery 13. Cost, quality, and agency capacity in public service delivery 14. The role of human resources: Motivation, training, staffing, compensation 15. Performance assessment of public service delivery 16. Assessment of public service delivery performance: Process improvement 17. Improving municipal service delivery through effective strategy implementation 18. Improving public service delivery: Total Quality Management Part IV Challenges of Public Service Delivery 19. Challenges of public service delivery in developing countries 20. Improving public service in economic downturns 21. Challenges of public service delivery in a global era 22. Alternative program evaluation of public services 23. Contracts for public services are embedded in relationships Index