Citizen, Customer, Partner: Engaging the Public in Public Management

Abstract

Acknowledgments Part 1. Introduction 1. Citizen, Customer, Partner, and Public Management 2. The Changing Place of the Public in Public Management Part 2. The Public as Customer 3. Providing Customer Service in Public Service 4. Learning about the Public's Needs Part 3. The Public as Partner 5. Coproducing Public Services and Public Value 6. Managing for Coproduction Part 4. The Public as Citizen 7. When Is Public Involvement Desirable? 8. Engaging Representative Participation and Reaching Effective Decisions 9. Techniques for Involving the Public in Decision Making Part 5. Conclusions 10. Implications for Public Managers, the Public, and Democracy Appendix. The Design Principles: Guidelines for Working with the Public

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