Unlocking Public Value
A New Model For Achieving High Performance In Public Service Organizations
Chapter One
The Public Sector Squeeze
As public managers around the world seek ways to do more
with less, the need is growing for a practical approach to
define, measure and drive high performance in the public sector.
Although public managers' budgets remain tight, taxpayers
demand more, and better, service from public service organizations.
Particularly in times of crisis, taxpayers question the
value their governments are delivering to them. The increasing
use of the Internet has further raised the bar on the level of
service expected by the public. Some governments employ
selective contracting out and privatization to raise productivity.
Elliott Hibbs must have felt as if he were caught in the jaws of a
giant vise. During the first few months of 2003, the State of
Arizona's newly appointed Director of the Department of Revenue
found his agency had taken severe budget cuts for several
years due to a state-wide auster ... read full excerpt from Unlocking Public Value: A New Model For Achieving High Performance In Public Service Organizations ebook
