Thomas, John Clayton <br/><br/>
Citizen, customer, partner :  engaging the public in public management  

 - Armonk :  M. E. Sharpe,  2012 
 - 242 p. 
<br/><br/> Part I. Introduction   1. Citizen, customer, partner, and public management   The public's three primary roles  Purpose and plan of the book  2. The changing place of the public in public management   Politics and administration: contrasting perspectives  Three waves of change  Citizen, customer, partner: three essential roles  Part II. The public as customer   3. Providing customer service in public service   A High-volume activity  Is It a mistake to view the public as customers?  Providing good "customer service"  Government's unique customer service challenge: whom to contact and how  The Promise of new technologies  The Benefits of better customer service  4. Learning about the public's needs   The value of information from government's customers  Citizen contacts and customer relationship management systems  Citizen, customer, and stakeholder surveys  Focus groups  Management by getting around  The value and challenges of better information on customers  Part III. The public as partner   5. Coproducing public services and public value   An overview of coproduction and partnering  The range of coproduction: a sampler  Why coproduction and why now?  Benefits, costs, and limitations  The limits and potential of coproduction  6. Managing for Coproduction   Change the outlook of public managers  Simplify the task  Enhance the abilities of the public  Provide incentives for the public to contribute  Use sanctions as a last resort  Toward expanded coproduction  Part IV. The public as citizen   7. When is public involvement desirable?   The evolution of public involvement  The debate over public involvement  Assessing the need for involvement  Getting out front on issues  Structuring a supportive decision-making framework  Entering the world of public involvement  8. Engaging representative participation and reaching effective decisions  The dilemma of representative participation  Defining the relevant public  Achieving open dialogue and effective resolution  The promise of public involvement  9. Techniques for involving the public in decision making   Public comment periods  Public meetings  Citizens' advisory committees  Public deliberation  An expanding array of options  Part V. Conclusions   10. Implications for public managers, the public, and democracy   Working with the public: a summary architecture  When roles overlap: the public as citizen, customer, and partner  A need for new skills  A new view of citizenship  A threat to the public interest?  Citizen, customer, partner, and democracy 
<br/><br/><label>ISBN: </label>9780765627216 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Atendimento ao Cidadão<br/>Serviço Público<br/>Satisfação do Cliente<br/>Interesse Público<br/>Cidadania<br/> Tomada de Decisão