A Workbook in Redesigning Public ServicesWhile citizens usually want more from government, they generally are included to pay less in taxes. When resources become scarce, as has been the case for most public jurisdictions, innovative methods must be developed for responding to service and cost pressures. How can this be done? A Workbook in Redesigning Public Services stresses a hands-on, how-to approach to diagnosing service delivery problems, analyzing alternative ways of delivering services, and communicating solutions to the policy makers. Among the service options considered are contracting with a private firm, inter-governmental agreements, self-help, franchises, grants and subsidies, and vouchers. |
Contents
INTRODUCTION THE REDESIGN OF PUBLIC SERVICES | 1 |
DIAGNOSING PUBLIC SERVICE PROBLEMS AND GETTING ORGANIZED | 11 |
Determining Causes | 16 |
Getting Organized | 18 |
Summary | 19 |
ANALYZING SERVICE DELIVERY ALTERNATIVES | 21 |
Identifying Alternative Approaches | 22 |
Identifying Other Alternatives Where Necessary | 38 |
Reviewing the Draft Report | 50 |
Transmitting the Final Report | 53 |
Summary and Conclusion | 54 |
THE ANATOMY OF A PUBLIC SERVICE PROBLEM REBUILDING THE WOLLMAN MEMORIAL RINK IN NEW YORKS CENTRAL PARK | 57 |
SAMPLE CONTRACTINGOUT AGREEMENT | 61 |
SAMPLE INTERGOVERNMENTAL SERVICE AGREEMENTS | 68 |
SAMPLE SERVICE REDESIGN REPORT | 73 |
GLOSSARY | 77 |
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Common terms and phrases
Aaron Wildavsky ANALYZING bureaucratic citizens or clients City Management Association club community or agency consumers Contract Cities Contractor costs delivering services Describe the service diagnosed draft report economies of scale efficiency employees equipment equity example EXERCISE EXHIBIT expected disadvantages factors franchises Freon function or service garbage collection government jurisdiction Grants and subsidies group action groups Hatry identify implementation Intergovernmental service arrangements International City Management involved Kempsville labor Lexington Liability maintenance Max Weber methods mowing Municipal option Parks payment performance personnel pipes Private contracting private firm private sector problem symptoms produce programs public choice theory public service problem quality of service rationale recreation reduce responsible rink Road service agreement service area service delivery alternatives service delivery problem service redesign project service suppliers solid waste collection South Barwon specific Step street surmise terminate Trump Urban Urban Institute Utility Virginia Beach Boulevard Volunteers Vouchers