Handbook of Public Service Delivery

Adopting an integrated approach, this Handbook examines the design, organization, implementation and evaluation of public service delivery. Emphasizing the complex and dynamic nature of public services, it draws on cutting-edge research to identify responses to the unique challenges of the field.

Expert contributors analyze the evolution of theoretical approaches and best practices for public service delivery in light of fundamental changes to the socio-political and cultural environment. Tracing connections between different aspects, they illustrate the flexible, collaborative and innovative modes of delivery that are supplementing traditional centralized models. Chapters investigate how to manage important considerations including citizen expectations, economic efficiency, democratic accountability and limitations on capacity. Ultimately, the Handbook demonstrates that in order to be effective, public service delivery must be adapted to specific local and national contexts.

Examining both the theory and practice of public service delivery, this Handbook is an essential resource for students and scholars in public administration and management, public sector economics and public policy. It will also be of great use to professionals in government and NGOs seeking to optimize public service delivery.