Does Citizens’ Self-Identification of Their Public Role Affect Their Satisfaction with Public Services?

2020 ◽  
Vol 35 (1) ◽  
pp. 75-100
Author(s):  
Hemin Choi ◽  
Jong Seon Lee
Keyword(s):  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
The Public ◽  
Public Role ◽  
New Public ◽  
Significant Difference ◽  
Service Expectations ◽  
Manova Analysis

This study investigates how citizens define their role qua citizen and how the public role they assign themselves matters in their assessment of satisfaction with public service performance. We compared survey respondents who identified their citizen role as customer (n=280), partner (n=353) or owner (n=467) to test this relation. Theoretically, the dominance of New Public Management (NPM) scholarship has resulted in the framing of citizens as simply customers, but our empirical study finds that citizens consider themselves more as partners or owners of government. This mismatch in conception was our research hypothesis for further research. We then ran a number of t-tests and carried out a MANOVA analysis, the results of which indicate that there is a significant difference between the customer and partner groups regarding expectations and satisfaction on the quality of their living area but not regarding performance. There is also evidence that shows that the role citizens assign to themselves is related to their public service expectations but that the connection between their view of their role and their assessment of performance is weak.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

scholarly journals Exploiting conditionality: EU and international actors and post-NPM reform in Ireland

2019 ◽  
Vol 35 (2) ◽  
pp. 179-200
Author(s):  
Muiris MacCarthaigh ◽  
Niamh Hardiman
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Policy Coordination ◽  
The Public ◽  
Public Sector Reforms ◽  
New Public ◽  
Public Sector Unions ◽  
Administrative Elites

Between 2008 and 2015, Ireland undertook unprecedented and systemic public sector reforms in a polity not traditionally considered a prominent reformer. While some of these reforms comprised part of the loan programme agreement with EU and international actors, many others did not. This article argues that the crisis in Ireland provided a window of opportunity to introduce reforms that political and administrative elites had previously found difficult to implement. The authority of the Troika was invoked to provide legitimacy for controversial initiatives, yet some of the reforms went further than the loan programme strictly required. A number of these concerning organisational rationalisation, the public service ‘bargain’ and transversal policy coordination are considered here. Agreements were negotiated with public sector unions that facilitated sharp cuts in pay and conditions, reducing the potential for opposition to change. The reform effort was further legitimated by the reformers’ post-New Public Management, whole-of-government discourse, which situated considerations of effectiveness and efficiency in a broader framework of public service quality and delivery.

scholarly journals Impact of the New Public Management Paradigm on the Operation of Federal Establishments in Borno State, Nigeria

2017 ◽  
Author(s):  
Usman D Umaru
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Service Providers ◽  
Chi Square ◽  
New Public ◽  
The Impact

The study examined the impact of the New Public Management Paradigm on the operation of Federal establishments in Borno State, Nigeria. To achieve this objective, the collected data were analysed using Chi-square, Correlation and ANOVA. The study revealed that there is a significant improvement in the performance of the staff and the quality of service delivery in the Federal establishments under study. The study concluded that the outsourcing of services has improved the quality of service delivery. However, the policy was not being properly implemented because in some of the Federal establishments under study, the same services outsourced were being carried out by very few retained staff. They were not enough to do the job and the outsource firms given the contract, did not provide enough qualified staff to augment the short-fall. The study recommended that qualified service providers (outsourcing firms) in the relevant cadres be allowed to do the job or as an alternative, the Federal government can encourage the setting up of Independent Units in all its establishments to compete with the outsourcing firms in carrying out outsourcing services at a fee, in order to attain qualitaty service delivery.   Keywords: New Public Management, Public service, Outsourcing and Service delivery.

scholarly journals Kulttuurilaitoksesta valintataloksi – yleisen kirjastolaitoksen institutionaaliset tehtävämäärittelyt ja niiden kehitys Suomen itsenäisyyden aikana

2017 ◽  
pp. 110
Author(s):  
Jarmo Saarti ◽  
Pirjo Tuomi
Keyword(s):  
Public Management ◽  
New Public Management ◽  
Public Libraries ◽  
Public Library ◽  
Market Place ◽  
The Public ◽  
Library System ◽  
Public Role ◽  
New Public

From civic educator to a market place - the institutional definitions of the public libraries’ tasks and its development during the Finnish independence The development of the Finnish public library system can be divided into four phases. During the first two, the Swedish reign and the period of the Autonomy, the library was mainly for the upper classes and for the academic use. The trend to strengthen the library as a key actor in the educational system of the newborn independent Finland meant that the public library became an institution. This started to break down from the 1990’s onward with the implementation of the new public management techniques and with the integration of the library system as one of the key players in the information society development. The paper discusses the role of the Finnish library system in the system of the fictional literature and analyses the changes that have happened during the Finnish history. Keywords: public libraries, policies, institutional role, public role

Hybrid stimulations and perversions in public service innovation

2021 ◽  
pp. 095207672110150
Author(s):  
Mette Sønderskov ◽  
Rolf Rønning ◽  
Siv Magnussen
Keyword(s):  
Public Service ◽  
Public Management ◽  
Service Sector ◽  
New Public Management ◽  
Service Innovation ◽  
Illustrative Case ◽  
Public Governance ◽  
The Public ◽  
New Public ◽  
Theoretical Paper

Innovation has been highlighted as a magic formula that can solve deep-seated, emerging complex social and economic problems in the public service sector. However, public innovation efforts face both drivers and barriers. Innovation depends on context, and currently different competing governance paradigms’ influence has attracted growing academic and political interest regarding the potential of public service innovation. Today, new public governance (NPG) has been suggested as an alternative paradigm to classic public administration (CPA) and new public management (NPM), as the focus of attention has shifted from traditional hierarchical forms of government and market-based competition strategies to interactive- and collaborative-based governance. In this paper, we discuss how elements from different governance paradigms interact, support and undermine one another in terms of innovation in hybrid organisations. Although hybridisation has been described in extant studies on administrative welfare reforms, it barely has been examined in the public innovation literature. This is a theoretical paper based on a scoping review; however, we use the Norwegian Labour and Welfare Administration (NAV) as an illustrative case to explain how hybridisation may lead to both stimulations and perversions regarding the development, implementation and spread of public service innovation. Finally, the paper reflects on how public leaders can handle hybridity within their organisational units.

An Interpretive-Phenomenological Critique of the Science of (New?) Public Management: A Polemic

Public Voices ◽  
2016 ◽  
Vol 8 (2) ◽  
pp. 102 ◽  
Author(s):  
Terence M Garrett
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Public Organizations ◽  
The Public ◽  
New Public ◽  
Technical Rationality ◽  
Executive Level ◽  
General Technical

Public Administration as a field of academic inquiry has faced numerous challenges. Public management scholars focus exclusively on the executive level of management in public organizations. Knowledge possessed by lower-level managers, workers, and/or the public is ignored and deemed to be irrelevant or unimportant in the decision-making process within agencies. In general, technical rationality, or what passes for traditional management practice and the new public management, has had some success for executives and managers in public organizations insofar as motivating individuals for instrumental purposes. (*) The success of public management as a social and political movement makes it difficult to overcome. The concentration of the “public management movement” on the executive level of management has supplanted traditional public administration and public service. It is the ideology of public management that is the primary focus of this paper. Alternatives including the New Public Service and the knowledge analytic will be presented briefly as a counterpoint to address the democratic shortcomings of the public management movement, both new and old.*See Guy B. Adams and V. Ingersoll’s “Culture, Technical Rationality, and Organizational Culture,” in American Review of Public Administration, December 1990, 20/4: 285 – 302, for an excellent elaboration of the concept. In general, technical rationality is an approach to thinking that “has stripped reason of any normative role in shaping human affairs” (Adams and Balfour 1998, xiii).

scholarly journals The Legacy of Deferred Compensation in Korea`s Administrative Reforms

2012 ◽  
Vol 27 (2) ◽  
pp. 203-218
Author(s):  
Kim Dong Ryul
Keyword(s):  
Public Administration ◽  
Public Management ◽  
New Public Management ◽  
Organizational Capacity ◽  
Deferred Compensation ◽  
The Public ◽  
Policy Performance ◽  
Administrative Reforms ◽  
New Public

While New Public Management is becoming an established program for improving the quality of public administration, this study redirects our attention to the merits of an older system. Some of the public administration mechanisms that were reformed with the advent of democratization and globalization are argued in this study to have worked better than their newer versions. Using the Korean example, this study demonstrates that liberal political reforms may be harmful for public management, contrary to the usual expectations about their benefits. In the Korean bureaucracy, the disruption of deferred compensation-attractive post-retirement employment as a reward for policy performance during one`s tenure as a civil servant-impaired its organizational capacity, as policy autonomy dropped and corruption increased within the bureaucracy.

scholarly journals Contributions and challenges of ‘New Public Management’: New Zealand since 1984

2008 ◽  
Vol 4 (3) ◽  
Author(s):  
Judy Whitcombe
Keyword(s):  
New Zealand ◽  
Public Sector ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Reform Process ◽  
Rigorous Analysis ◽  
The Public ◽  
New Public ◽  
The World

When New Public Management (NPM) swept around the world in the 1980s the New Zealand public sector embraced its theories and embarked upon a rigorous reform process which brought both praise and some scepticism. New Zealand was seen at that time, by some observers, to be a ‘world leader’. However, in the years following the initial impact of NPM the euphoria has given way to a more rigorous analysis of the performance of the public sector and a re-examination of the functions and responsibilities of the public service.

Peningkatan Penyelenggaraan Pemerintahan yang Bersih dan Bebas KKN dan Indikator-Indikator Hasilnya

2012 ◽  
Vol 10 (2) ◽  
pp. 231-240
Author(s):  
Andy Fefta Wijaya
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Good Governance ◽  
Information Transparency ◽  
The Public ◽  
New Public ◽  
Sector Performance ◽  
New Perspective

This paper presents this new perspective of public management (NPM) and governance in administrative sciences and explains the differences between them. NPM risk leaving the public service function for the poor and marginalized, therefore improving governance perspective NPM movement's weakness. New Public Management Paradigm with no accountability (accountability) would risk leaving the public interest. Accountability as a fundamental pillar of good governance paradigm can improve the weaknesses found in the paradigm previously thought. A major component to the success of public accountability is a system of information transparency. Transparency of information is authorized to be used for public sector performance evaluation measures and for evaluating public sector executive accountability for all decisions and actions, ie to what extent the results/outcomes and impacts resulting from beneficial to the public.

scholarly journals Quality Management in Turkish Public Management: Challenges and Benefits

2018 ◽  
Vol 14 (5) ◽  
pp. 11
Author(s):  
Hasan Alpay Karasoy
Keyword(s):  
Quality Management ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Total Quality ◽  
Basic Principles ◽  
New Approach ◽  
The Public ◽  
New Public

From the late 1970’s onwards, traditional public administration was criticized because it does not meet the needs of developing and changing new world. Following this critique, a new approach to public administration was proposed under the name of New Public Management. The development of new public management changed the concept of the public service. Accountable, transparent, effective, and efficient services have become the basic principles of management. On the other hand, the term “quality” has also gained popularity in public administration. In this sense, Total Quality Management (TQM) was adopted to develop quality systems in public administration worldwide. Turkey has also adopted that system. In this study, the situation assessment of TQM process in Turkey was made through the presentation of strengths and weaknesses. The literature search is conducted to achieve this aim and it is obtained from the research that since quality management cannot be fully realized, there are some deficiencies in practice and in regulatory. In this context the regulatory process needs to be revised specially in terms of evaluating and auditing.

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