OUTCOMES
• Differentiate between public, private and government sectors• Identify the domain within which the public service exists• Understand & explain the various government
interventions
HOW DOES THE PUBLIC INTERACT WITH THE PUBLIC ADMINISTRATION?
• As clients and customers
• As Regulatees
• As Participants
• As Litigants
• Street-level Encounters
• As Contractors
THE INDIVIDUAL IN THE ADMINISTRATIVE STATE
• The individual in society• Everyday interactions • Many things once done by individuals or family's now done by
the State• One-way (downward) flow of commands (individual can only
give information)• Social action vs bureaucratic action
THE INDIVIDUAL IN THE ADMINISTRATIVE STATE
• The individual in a political system• The individual (voter) is far removed from exerting direct
control over government• Citizens dormant regarding most decisions made about them –
participation not equal to subjection• Democratic citizen or bureaucratic subject?• Low voter turnout – little political influemce• Voters have little trust in government
THE INDIVIDUAL IN THE ADMINISTRATIVE STATE
• The individual in the economy• The government controls a large share of the economy• This makes many people economically reliant on
government• Government gets more control over the individuals life • “The road to serfdom”
THE PUBLIC’S EVALUATION OF PUBLIC ADMINISTRATION
• A complex issue• Public distrusts government (yet) public would rather have
government programmes than tax cuts
THE TRADITIONAL MANAGERIAL APPROACH TO THE PUBLIC
• Maximise efficiency, economy & effectiveness
• Depersonalise service – “case management”
• Use of an ombudsman
• Do what is cost-effective to improve quality of interaction
IMPROVING PUBLIC ADMINISTRATION
• A one-stop-shop approach (integrated service delivery)• Simplified appeals process• Taking a more individual (human) approach• Effectiveness at the expense of economy
THE NEW PUBLIC MANAGEMENT APPROACH• Views the public as customers• Emphasis on effectiveness, efficiency & cost reduction• Customer service concept delivers benefits as it focuses on what
customer wants & highlights expenditure that produces results and that which does not
• The problem is services are not market driven – use surveys to determine needs & wants• Limited users & political considerations in determining
• Not all customers have harmonious interests but must be served• Who are the customers?
WHO IS THE (NPM) CUSTOMER?
• Wide ranging• Government employees and contractors• Welfare recipients• Taxpayers• Citizens etc
THE POLITICAL APPROACH TO PUBLIC ADMINISTRATION
• Emphasis on values of representation, responsiveness & public accountability• Provide a means for public participation without which no
public “ownership”• Participation promotes community & political integration• Participation promotes legitimacy of government
EXAMPLES OF NPM• Direct participation in government
• School governing bodies
• Ward committees
• Client centred administration
• Important when customer unable to represent themselves
• Children
• Mentally ill etc…
• Co-production
• Joint provision of public services by public agencies and consumers
• Recycling programmes
• Neighbourhood watch etc