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003			OSt
005			20190211163520.0
008			080326s2008 xx ||||gr |0|| 0 eng d
100	1		_aBREWER, Brian _923757
245	1	0	_aCitizen or customer? : _bcomplaints handling in the public sector
260			_aLondon : _bSage Publications, _cDecember 2007
520	3		_aEnsuring 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 public—private partnerships to deliver services
773	0	8	_tInternational Review of Administrative Sciences _g73, 4, p. 549-556 _dLondon : Sage Publications, December 2007 _xISSN 00208523 _w
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998			_a20100322 _b1707^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c26021 _d26021
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