Engaging Public Sector Clients: From Service-Delivery to Co-Production

Hardcover | May 15, 2009

byJohn Alford

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Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values.

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Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values.

JOHN ALFORD is Professor of Public Sector Management at the Melbourne Business School, University of Melbourne and also at the Australia and New Zealand School of Government, Australia. His research and publications are on organization-client relationships, public sector strategy and inter-organizational collaboration.

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Format:HardcoverDimensions:272 pages, 8.78 × 5.63 × 0.82 inPublished:May 15, 2009Publisher:Palgrave MacmillanLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0230223761

ISBN - 13:9780230223769

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Table of Contents

Introduction: Client Co-Production of Public Services
The Co-Production Concept
Clients in the Public Sector
Legal Compliance, Regulation and Co-Production
Theoretical Constructs and Methodology
Postal Service Customers as Co-Producers
Long-Term Unemployed People as Co-Producers
Taxpayers as Co-Producers
Client Co-Production: An Exchange Perspective
Managing for Client Co-Production
Implications