The application of digital information and communication technologies (ICTs) to reform governmental structures, politics, and public administration is widely and perhaps naively viewed as the twenty-first century "savior," the enlightened way to reinvigorate democracy and improve the quality of citizen services. In this timely and thorough analysis, Michael Milakovich examines the assumptions underlying the ‘e-government revolution’ in light of the financial exigencies facing many commercial enterprises, governments and other organizations. Computer-driven information and communications technologies are impacting all aspects of public sector service delivery worldwide and many governments are moving away from an agency-centric toward a more citizen-centric approach to offering online services. This book explores the transition from electronic government (e-gov) to digital or d-governance, emphasizing the importance of citizen participation and information technology to accomplish the change. The chapters concentrate on strategies for public administration organizational transformation and their implications for improved and measurable government performance. Digital self-governance is a broader umbrella-term referring to the networked extension of ICT relationships to include faster access to the web, mobile service delivery, networking, teleconferencing and use of multi-channel information technologies to accomplish higher-level two-way transactions. The shift from bureaucracy-centered to customer-centric service orientation is viewed as a means to restore public trust and improve service quality: Digital governance is the next step for governments at all levels to reduce costs, meet citizen expectations, and achieve economic recovery goals.
The application of digital information and communication technologies (ICTs) to reform governmental structures and public service is widely and perhaps naively viewed as the 21st century "savior", the enlightened way to reinvigorate democracy, reduce costs, and improve the quality of public services. This book examines the transition from e-government to digital governance in light of the financial exigencies and political controversies facing many governments. The chapters concentrate on strategies for public sector organizational transformation and policies for improved and measurable government performance in the current contentious political environment. This fully updated second edition of Digital Governance provides strategies for public officials to apply advanced technologies, manage remote workforces, measure performance, and improve service delivery in current crisis-driven administrative and political environments. The full implementation of advanced digital governance requires fundamental changes in the relationship between citizens and their governments, using ICTs as catalysts for political as well as administrative communication. This entails attitudinal and behavioral changes, secure networks, and less dependence on formal bureaucratic structures (covered in Part I of this book); transformation of administrative, educational, and security systems to manage public services in a more citizen-centric way (covered in Part II); the integration of advanced digital technologies with remote broadband wireless internet services (Part III); and the creation of new forms of global interactive citizenship and self-governance (covered in Part IV). Author Michael E. Milakovich offers recommendations for further improvement and civic actions to stimulate important instruments of governance and public administration. This book is required reading for political science, public administration, and public policy courses, as well as federal, state, and local government officials.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and daily management of quality improvement strategies is essential for survival. Quality improvement principles, when thoughtfully applied and appropriately modified to meet all types of customer demands, are a sound means to respond to changing markets. However, when various quality and productivity theories and methods are applied without changing the organizational culture, it is very difficult to consistently deliver quality results. This important new book focuses on quality improvement methods for high performance in public and private services not covered in other books: applications focus on construction, education, government, insurance, public utilities, health care, and nonprofit services. Rather than detailing the technical processes to achieve inspection, planning, quality auditing, statistics, or risk assessment, this book presents step-by-step guidelines, recommendations, and action plans for changing service organizations to implement quality improvements. Sound theory and careful strategic planning are presented to assist readers in developing an understanding of how to select the essential elements of systems that best fit their customers' needs.
Today quality of education hinges less on mode of instruction or institutional reputation than on the commitment of individual administrators and instructors to understand and apply digital learning. Digital Learning reveals the technologies behind successful implementation of online learning and teaching, and introduces the most important concepts and relationships in plain language. Readers are also provided with a glossary of key terms and a selection of resources.
The application of digital information and communication technologies (ICTs) to reform governmental structures, politics, and public administration is widely and perhaps naively viewed as the twenty-first century "savior," the enlightened way to reinvigorate democracy and improve the quality of citizen services. In this timely and thorough analysis, Michael Milakovich examines the assumptions underlying the ‘e-government revolution’ in light of the financial exigencies facing many commercial enterprises, governments and other organizations. Computer-driven information and communications technologies are impacting all aspects of public sector service delivery worldwide and many governments are moving away from an agency-centric toward a more citizen-centric approach to offering online services. This book explores the transition from electronic government (e-gov) to digital or d-governance, emphasizing the importance of citizen participation and information technology to accomplish the change. The chapters concentrate on strategies for public administration organizational transformation and their implications for improved and measurable government performance. Digital self-governance is a broader umbrella-term referring to the networked extension of ICT relationships to include faster access to the web, mobile service delivery, networking, teleconferencing and use of multi-channel information technologies to accomplish higher-level two-way transactions. The shift from bureaucracy-centered to customer-centric service orientation is viewed as a means to restore public trust and improve service quality: Digital governance is the next step for governments at all levels to reduce costs, meet citizen expectations, and achieve economic recovery goals.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.
Today quality of education hinges less on mode of instruction or institutional reputation than on the commitment of individual administrators and instructors to understand and apply digital learning. Digital Learning reveals the technologies behind successful implementation of online learning and teaching, and introduces the most important concepts and relationships in plain language. Readers are also provided with a glossary of key terms and a selection of resources.
After years of languishing in the long shadow of «values», its 1960s-era substitute, public discussion and debate about virtues, vices, character, and ethics are occupying center stage once again. This book joins that debate in a way that is both practical and useful to undergraduate and graduate students who are being introduced to the full breadth of public administration in introductory courses, or specialized ones in administrative ethics. Intended as a supplement to major ethics texts, this book will help readers develop a thorough understanding of the principles of ethics so they will come away with a deeper appreciation of the challenges and complexities involved in negotiating the ethical dilemmas facing administrators in a twenty-first century democratic republic.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Most public administration texts overly compartmentalize the subject and don't interconnect the various specializations within government, which leaves a serious gap in preparing students for public service. Government: A Public Adminstration Perspective is designed to fill that void. It provides a comprehensive, multidisciplinary view of government that includes perspectives from political science, political theory, international relations, organizational sociology, economics, and history. The text draws on classic and modern literature from all these areas to analyze government at four different levels--ideational, societal, organizational, and individual layers. It links public administration's various subfields--human resource management, budgeting, policy making, organizational theory, etc.--into a holistic framework for the study of government. It also includes an extensive bibliography drawing from American and Europen literature in support of the book's global, historical, and comparative approach.
This volume establishes a foundation for a uniform code of professional ethics for public administrators in the United States. Public Administration Ethics for the 21st Century lays the ethical foundations for a uniform professional code of ethics for public administrators, civil servants, and non-profit administrators in the US. Martinez synthesizes five disparate schools of ethical thought as to how public administrators can come to know the good and behave in ways that advance the values of citizenship, equity, and public interest within their respective organizations. Using case studies, he teaches American administrators how to combine the approaches of all five schools to evaluate and resolve complex ethical dilemmas within the constraints of the U.S. democratic values set. Martinez enunciates the common ethical principles that guide public administrators in their practice within the specific ethical parameters and organizational cultures of a myriad entities at the federal, state, and local levels of government in the United States, as well as in non-profit organizations. Along the way, Martinez addresses a number of crucial issues, including personal gain, conflict of interest, transparency, democratic impartiality, hiring, hierarchical discipline, media relations, partisan pressure, appointments by elected officials, and whistle-blowing. The striking, high-profile case studies—Nathan Bedford Forrest, Adolph Eichmann, Lieutenant William Calley, and Mary Ann Wright—illustrate ethical dilemmas where, for better or worse, the individual was at odds with the organization.
Thoroughly revised and updated, this widely used text offers a concise introduction to the American legal system for students without a legal background. The book's coverage is cross-disciplinary, informed by the literature of law, business administration and the social sciences, especially public administration and policy. Its goal is to give non-lawyers in all these areas a lucid overview of the workings of the American legal system as it may affect individuals and organizations in their interactions with each other and the environment.Unlike longer, more expensive competing works, "The Dynamics of Law" presents its subject with clarity and precision, and minimal use of legal terms. It offers clear explanations of how to brief a case and how statutes and regulations are codified in the United States. Study problems and review questions in each chapter, drawn from legal literature as well as general interest articles and books, are designed to stimulate classroom discussion.
Social processes and policies that foster openness as an overriding value as evidenced in the growth of open source, open access and open education and their convergences that characterize global knowledge communities that transcend borders of the nation-state. Openness seems also to suggest political transparency and the norms of open inquiry, indeed, even democracy itself as both the basis of the logic of inquiry and the dissemination of its results. Openness is a value and philosophy that also offers us a means for transforming our institutions and our practices. This book examines the interface between learning, pedagogy and economy in terms of the potential of open institutions to transform and revitalize education in the name of the public good.
Behavioral Approaches to Community Psychology reviews and evaluates the extension of social learning procedures to various demanding community problems. This book presents the applications of the behavioral paradigm for various social problems, including alcoholism, adult offenders, aging, unemployment, drug addiction, juvenile delinquency, environmental protection, psychiatric residence, and problems of the schools. Organized into 12 chapters, this book begins with an overview of the development and patterning of human behavior. This text then examines various research conducted in schools concerning behavioral approaches to educational problems. Other chapters consider the increasing concern and debate for the problems of crime and delinquency. This book discusses as well the concern of the society about opiate drug addiction and abuse. The final chapter deals with the strengthened relation between behaviorists and community psychologists. This book is a valuable resource for social psychologists and graduate students. Applied researchers and practitioners in community health settings will also find this book useful.
TOPICS IN THE BOOK Dynamics and Complexities of Forming the Executive Office: Analysis of Kenya’s Cabinet 1963 – 2018 Consumer Protection Measures and Road Safety in Nyeri County, Kenya Effects of County Budgeting Forums on Service Delivery in Kenya: The Case of Kajiado County
The Police: Autonomy and Consent is composed of two parts dealing mainly on the theme of police autonomy (Chapters 2-6) and the reciprocal theme of consent (Chapters 7-9). In particular, Chapter 2 is devoted to an historical account of the development of early police autonomy. Chapters 3 and 4 consider the political relation of the successor force within the local state in the mid-1970s, and the historical changes in the relationship between the police institution and the central state, respectively. Subsequent two chapters locate the core problem in considering police independence within the legal domain, and the role and political orientations of the three intrapolice organizations in reinforcing the development of autonomy. Chapter 7 demonstrates that different forms of relationship have historically characterized the relations between police institutions and the different social classes. The last two chapters present evidence on consent, and draws the themes of autonomy and consent together by focusing on the role of the chief police officer, positioned at the nexus between structural demands and organizational restraints, in continually negotiating definitions and practices of police work.
Law and Order offers a valuable new study of the political and social history of the 1960s. It presents a sophisticated account of how the issues of street crime and civil unrest enhanced the popularity of conservatives, eroded the credibility of liberals, and transformed the landscape of American politics. Ultimately, the legacy of law and order was a political world in which the grand ambitions of the Great Society gave way to grim expectations. In the mid-1960s, amid a pervasive sense that American society was coming apart at the seams, a new issue known as law and order emerged at the forefront of national politics. First introduced by Barry Goldwater in his ill-fated run for president in 1964, it eventually punished Lyndon Johnson and the Democrats and propelled Richard Nixon and the Republicans to the White House in 1968. In this thought-provoking study, Michael Flamm examines how conservatives successfully blamed liberals for the rapid rise in street crime and then skillfully used law and order to link the understandable fears of white voters to growing unease about changing moral values, the civil rights movement, urban disorder, and antiwar protests. Flamm documents how conservatives constructed a persuasive message that argued that the civil rights movement had contributed to racial unrest and the Great Society had rewarded rather than punished the perpetrators of violence. The president should, conservatives also contended, promote respect for law and order and contempt for those who violated it, regardless of cause. Liberals, Flamm argues, were by contrast unable to craft a compelling message for anxious voters. Instead, liberals either ignored the crime crisis, claimed that law and order was a racist ruse, or maintained that social programs would solve the "root causes" of civil disorder, which by 1968 seemed increasingly unlikely and contributed to a loss of faith in the ability of the government to do what it was above all sworn to do-protect personal security and private property.
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