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5 Service delivery Resources
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Administrative Justice in Public Welfare Bureaucracies
aas.sagepub.com— — “One of the few avenues open to citizens to dispute mistakes in the administration of public welfare programs is administrative hearings. Recipients rarely use them. This has implications for social equity… this study explores why recipients did or did not appeal, their work sanctions.”
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Rethinking Government-Public Relationships in a Digital World: Customers, Clients or Citizens?
jitp.net— — “Many have argued that new electronic technologies have the potential to transform how governments relate to users of public services. This article explores the limits of e-government as it is being conceived by testing it against three service recipient models: customer, client, and citizen.”
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eGov at Work: Improving Service Delivery in Ghana
youtube.com— — “Through the eGhana project, the World Bank is supporting public-private partnerships to improve efficiency and transparency through selected e-Government applications.”
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Customer care and the public service ethos
Library Database
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“This article utilizes interviews and content analysis data to explore the ethical dimension of public service, the significance of the language of customer in relation to ethos, and the implications for service delivery of a customer care focus.”
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Adjusting to New Ways of Working: Experiments with Service Delivery in the Public Sector
Library Database
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“…governments have embarked on a reform program that draws on the community sector to expand the suite of available policy and service delivery arrangements. This paper…uses a case study… to explores and identify the nature of changed relationships between government and the community sector.