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Empowering the Customer:
The Citizen in Public Sector Reform
Victor Ayeni
Series name:
Managing the Public Service: Strategies for Improvement Series
Series number:
13
Size:
240 mm x 156 mm
ISSN:
Categories:
Managing the Public Service: Strategies for Improvement Series, Public Sector Development
ISBN No:
978-0-85092-649-1
Format:
Publication Date:
01-2001
Number of Pages:
64
Status:
In stock
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Description
One of the key ideas in current public sector reforms is that of citizens as customers. To this end, various market-oriented measures, privatisation of government enterprises and new performance management approaches have been introduced in addition to traditional consumer protection mechanisms to promote genuine empowerment of the customer. This publication explores some of these recent strategies based on Commonwealth best practice.
It presents guidelines on developing clients’ charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived. The public sector is of course remarkably different from business, and not easily amenable to the conditions of a perfect market environment. The publication addresses some of the implications of this issue for the implementation of the new management theory. It provides ‘hands-on’ materials and policy ideas for governments, practitioners and experts.
Contents
Foreword
Acknowledgments
I. Introduction
- Thinking Differently
- Empowered Customer
II. Developing Customer Orientation
- The Continuing Demand for Quality
- Citizens as Customers
- Recent Initiatives
III. Empowering the Socially Deprived
- The Socially Deprived and Vulnerable
- Meeting the Needs of Socially Deprived Groups
- Giving Voice to the Vulnerable
IV. Charters and Service Standards
- What is a Service Charter?
- Charter Themes and Development
- Impact and Achievements
V. Developing and Implementing Service Charters
- Introduction
- Key Implementation Steps
- Problems to Watch
VI. The Service Charter in Practice
- Background
- The Charter in Operation since 1991
- What has the Charter Achieved?
- Future Plans for the Charter
VII. Consumer Protection Institutions and Strategies
- Introduction
- Legislation
- Consumer Organisations
- Consumer Education and Representation
VIII. Consumer Organisations at Work
- The ‘Space’ for Consumer Organisations
- The History of the Consumers’ Organisation of Canada since 1897
- Four Institutions Crucial to Market Success
- What Does the Canadian Experience Mean for Other Countries
IX. Product Testing and Quality Assurance
- Introduction
- Comparative Product Testing
- Safety Standards and Ensuring Quality
Bibliography
Appendix 1: Excerpts from the Charter for the Public Services in Africa
Appendix 2: Sample Service Charter (NHS, United Kingdom)
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