Improving public sector service delivery: a developing economy experience

Developing a citizen-centered model in the Iranian public sector with a new public service approach

Purpose: Citizen-centered government agencies are a prototype of new public service approach which, in effect, calls for citizenship orientation of state-owned agencies. This study aimes at developing a citizen-centered model in the Iranian public sector with a new public service approach.  Methodology: To realize this purpose, the main themes of the main subject of the study were identified u...

Improving Public Sector Service Delivery through Knowledge Sharing

article in Harvard Business Review (Nonaka, 1991), the world has witnessed a revolution in management practice. While the origins of knowledge management extend further back in history (see Prusak, 2001; Wiig, 1997), it is certainly true that in the last decade the creation, sharing and application of knowledge are increasingly seen as a source of competitive advantage. However, knowledge manag...

Third sector partnerships for public service delivery: an evidence review

Improving Service Quality in the New Public Sector

Public sector reform movements around the world in the 1990s, codified as New Public Management (NPM) have been aimed at ‘fostering a performanceoriented culture in a less centralised public sector’ (OECD, 1995). Such reforms are characterised by key elements including increasing use of markets and competition in the provision of public services (e.g., contracting out and other market-type mech...

BPR Complementary Competence For Developing Economy Public Sector: A Construct And Measurement Instrument

Public sector organizations in developing economies are increasingly turning to BPR to reform function-based bureaucratic systems with customer-oriented process based systems. The value of BPR, however, relies not only on process changes introduced by BPR, but also on the skills, systems, and technologies developed and deployed post-BPR. In this study, drawing from the complementary competence ...