Citizen or customer? : (Record no. 26021)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02369naa a2200181uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 8032614172610 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211163520.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 080326s2008 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | BREWER, Brian |
| 9 (RLIN) | 23757 |
| 245 10 - TITLE STATEMENT | |
| Title | Citizen or customer? : |
| Remainder of title | complaints handling in the public sector |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | London : |
| Name of publisher, distributor, etc. | Sage Publications, |
| Date of publication, distribution, etc. | December 2007 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Ensuring that public service complaints are handled effectively and rights of redress upheld is an integral feature of good governance and effective service delivery. A review of the academic literature and a number of key government reports reveals what citizen complaint and redress systems exist currently, how they can be designed and enabled to operate with the greatest positive impact, and why they are important in holding public officials accountable for the use of discretionary decision-making authority. With the development of new public management (NPM) and public sector reforms in many jurisdictions, a consumerist model for handling complaints has come increasingly to the fore. When combined with the traditional citizenship perspective, this would appear to have considerable potential for improving complaints handling and redress. However, the consumerist model's narrow focus on customer satisfaction and the risk of weakening citizenship values such as fairness and social justice suggest a cautious approach may be best. Public sector managers and professionals need an awareness of how public reform strategies oriented exclusively towards a strengthened consumer role do risk undermining important aspects of the complaints handling and redress strategies embedded in the `rule of law' and `due process' features of citizen-oriented public administration. Accountability may be weakened when service recipients are defined less in terms of their citizenship and more on the basis of a narrowly defined status as a marketplace consumer. This is a key implication of current trends by governments to rely increasingly on privatization, contracting-out and publicprivate partnerships to deliver services |
| 773 08 - HOST ITEM ENTRY | |
| Title | International Review of Administrative Sciences |
| Related parts | 73, 4, p. 549-556 |
| Place, publisher, and date of publication | London : Sage Publications, December 2007 |
| International Standard Serial Number | ISSN 00208523 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20080326 |
| Operator's initials, OID (RLIN) | 1417^b |
| Cataloger's initials, CIN (RLIN) | Tiago |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100322 |
| Operator's initials, OID (RLIN) | 1707^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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