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4.3
18 reviews
ISBN 10: 1349308714
ISBN 13: 9781349308712
Author: John Alford
Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values.
1 The Co-production Concept
Introduction
The evolution of co-production
Defining co-production
The discounting of clients in co-production
When co-production is appropriate
Why co-producers produce
Conclusion
2 Clients in the Public Sector
Introduction
The inapplicability of the private sector customer model
A broader conception of exchange
Exchange and public sector consumers
Defining clients
Co-production in the client service perspective
Conclusion
3 Legal Compliance, Regulation, and Co-production
Introduction
The neglect of co-production in the compliance literature
Criminal deterrence: Proponents and critics
Regulation
Combining punishment and persuasion
Role of education/assistance
Regulation and co-production
Conclusion
4 Theoretical Constructs and Methodology
Introduction
Theoretical constructs
The case method
The cases
Methodology and data sources
5 Postal Service Customers as Co-producers
Introduction
Pressures to improve mail efficiency
The UK post office and postcodes
The US Postal Service and ZIP Codes
Australia Post and postcode squares
When client co-production is useful for postal organisations
Eliciting co-production from postal customers
The terms of the exchange between postal services and their customers
Conclusion
6 Long-term Unemployed People as Co-producers
Introduction
Value in employment programs and services
The shift to active job search regimes
Assessing the performance of co-production by the long-term unemployed
Eliciting co-production
Conclusion
7 Taxpayers as Co-producers
Introduction
Value in tax administration
The US Internal Revenue Service
The Australian Taxation Office
Her Majesty's Revenue and Customs
Assessing the performance of taxpayer co-production in the tax return process
Eliciting taxpayer co-production
Conclusion
8 Client Co-production: An Exchange Perspective
Introduction
When is client co-production appropriate?
Eliciting co-production (1): Increasing clients' willingness to contribute
Eliciting co-production (2): Increasing clients' ability to contribute
The role of third parties
Conclusion: The basic exchange relationship
9 Managing for Client Co-production
Client focus
The organisation's requirements of its clients
Meeting the clients' needs
Conclusion
10 Implications
Introduction
Implications for co-production
Implications for public sector client service
Implications for legal compliance and regulation
Further research
A new phase of public management
Tags: John Alford, Clients, Sector
