Shows government agencies how to meet the needs of customers seamlessly, that is, in a smooth, effortless, responsive manner. Details a step-by-step approach to assess, design and implement significant change in all levels of government?and how to overcome resistance along the way.

To keep government operating smoothly, changes in public management policy and strategy usually follow the old rule of change--that it must evolve in a systematic and incremental fashion. But in today's unpredictable world of shrinking budgets, demands for better service, and greater accountability, playing by the old rules just doesn't make sense.

In this book, L. Douglas Kiel presents a framework that addresses the new chaotic reality of public management and the need for responsive change and innovation. By acknowledging the potential for positive change and renewal that can...

This straightforward and practical guide outlines a strategic approach to public involvement in government decision making. Prepares public managers for the difficult task of involving citizens more fully in the affairs of government while maintaining effectiveness and efficiency. Written in easy-to-understand terms, Public Participation in Public Decisions presents the Effective Decision Model of Public Involvement that managers will find to be an invaluable asset when making decisions about when and how to involve the public.

A comprehensive introduction to a powerful new approach for planning organizational change and community action. You'll discover a simple framework for understanding the process and clear step-by-step instructions to guide you in conducting your own Search Conferences.

In this field-defining, broad approach to the study and practice of public administration, H. George Frederickson, one of the field's most respected scolars, carefully measures the meets and bounds of public administration and fixes its place in the context of changing politics, values, and ethics. He describes a robust and exciting public administration that includes, but is much more than, effective government management. The Spirit of Public Administration defines an ethic for the field that illustrates:
* What the differences are between public administration and government...

This book provides practical insights into improving the effectiveness of labour negotiations in the public sector. It outlines the common conceptions, goals, needs, and obligations the different parties involved in public sector labour negotiations bring with them to negotiations. It also offers useful guidelines for all participants in negotiations - showing, for example, how management can assess the added cost of a proposed employee contract, how unions can most effectively prepare a case for arbitration, and how employees can best handle strikes should negotiations break down.