The Service State

Rhetoric, Reality and Promise

de Patrice Dutil (auteur), Cosmo Howard (auteur), John Langford (auteur), Jeffrey Roy (auteur)

Maison d'édition : University of Ottawa Press

janvier 2011

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Résumé

In the past ten years, Canadians have witnessed a renaissance in the delivery of government services. New service organizations are cropping up across the country and accomplishing extraordinary things. Efforts are being made to consult citizens on how to improve and integrate services. Considerable resources are being invested in measuring and showcasing performance improvement.

This book probes the central dimensions of service reform efforts from a variety of perspectives and answers some pressing questions: How can we make better decisions about service delivery? How should we measure service delivery performance? How should we engage users of government services? How can we create a service culture? How can we use the internet more effectively? Approaching service delivery as not merely technical but inherently political and controversial, the authors look beyond the rhetoric to see what has actually been achieved and what obstacles confront further improvements.

Auteur

Patrice Dutil (auteur)

Natif de Montréal, Patrice Dutil est professeur titulaire de science politique et d'administration publique à la Toronto Metropolitan University. Il est l'auteur ou le directeur d'une douzaine de livres en histoire politique canadienne ainsi que sur le leadership politique et administratif. Parmi ses oeuvres figurent L'avocat du diable: Godfroy Langlois et la politique du libéralisme progressiste à l'époque de Laurier, The Unexpected Louis St-Laurent: Politics and Policies for a Modern Canada et (avec David MacKenzie) Canada, 1911: The Decisive Election that Shaped the Country.
Cosmo Howard (auteur)

Cosmo Howard is assistant professor of public administration at the University of Victoria. He is the editor of Contested Individualization (Palgrave Macmillan, 2007).
John Langford (auteur)

John Langford is professor of public administration at the University of Victoria. He is the co-editor of Corruption, Character and Conduct (Oxford University Press, 1994).
Jeffrey Roy (auteur)

Jeffrey Roy is associate professor in the School of Public Administration at Dalhousie University. He is the author of E-Government in Canada: Transformation for the Digital Age (University of Ottawa Press, 2006) and Business and Government in Canada (University of Ottawa Press, 2007).