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Book

The Public Services under Reconstruction

Book

The Public Services under Reconstruction

DOI link for The Public Services under Reconstruction

The Public Services under Reconstruction book

Client experiences, professional practices, managerial control

The Public Services under Reconstruction

DOI link for The Public Services under Reconstruction

The Public Services under Reconstruction book

Client experiences, professional practices, managerial control
ByMarja Gastelaars
Edition 1st Edition
First Published 2008
eBook Published 24 October 2008
Pub. Location London
Imprint Routledge
DOI https://doi.org/10.4324/9780203887288
Pages 208
eBook ISBN 9780203887288
Subjects Economics, Finance, Business & Industry, Politics & International Relations, Social Sciences
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Gastelaars, M. (2009). The Public Services under Reconstruction: Client experiences, professional practices, managerial control (1st ed.). Routledge. https://doi.org/10.4324/9780203887288

ABSTRACT

This book examines the services in and around the public domain. The author analyses a number of socio-cultural changes that are generally considered relevant to these services, including the rationalising efforts of the New Public Management and the introduction of IT. The book particularly addresses the diversity of services. It focuses on the local complexities of their day to day processes of service delivery, and on the diversity of client experiences and professional roles associated with various client relationships.

A practical objective of this book is to encourage its readers to ‘redefine’ the services they professionally deal with, and move beyond the standard requirements of the New Public Management that are so often taken for granted as a starting point. Professional managers are, for instance, invited to reconsider their currently quite dominant ‘technical’ managerial perspective. Service professionals are encouraged to make sense of the risks and responsibilities involved with their day to day negotiations, including the impact of the services on the lives of their clients. Gastelaars adopts and interpretive approach to her subject, combining discourse analysis and ethnographic research to concentrate on the actual practices associated with service delivery, rather than on theories and justifications.

TABLE OF CONTENTS

chapter 1|20 pages

The public services are under debate

chapter 2|25 pages

Meanwhile, in society

chapter 3|20 pages

‘Why are we here?’ Core services and client relationships

chapter 4|27 pages

The (re)construction of the services: (Re)routing the clients

chapter 5|28 pages

‘Whatever it takes!’ The organizational relevance of professional responsibilities

chapter 6|22 pages

‘What am I doing here?’ The client experience

chapter 7|18 pages

The new management: About ‘process’ and ‘control’

chapter 8|6 pages

Conclusion: Where are we now?

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