Effective Consultation With The External Customer

Humphreys, Peter C.

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URL http://edoc.vifapol.de/opus/volltexte/2009/1130/
Dokumentart: Bericht / Forschungsbericht / Abhandlung
Institut: CPMR- Committee for Public Management Research
Schriftenreihe: CPMR discussion paper
Bandnummer: 23
ISBN: 1 902448 81 2
Sprache: Englisch
Erstellungsjahr: 2002
Publikationsdatum: 01.04.2009
Originalveröffentlichung: http://www.cpmr.gov.ie/publications/discussion-papers/ (2002)
DDC-Sachgruppe: Öffentliche Verwaltung
BK - Basisklassifikation: 88.20 (Organisation staatlicher Einrichtungen, Management staatlicher Einrichtungen)
Sondersammelgebiete: 3.7 Verwaltungswissenschaften

Kurzfassung auf Englisch:

Over the past two decades, many countries have embarked upon public service modernisation and development programmes that have sought to alter fundamentally the ways in which citizens are served. These programmes have varied both in their character and pace of change between member states of the Organisation for Economic Co-operation and Development (OECD). However, one common feature has been the efforts made by different public administrations, including here in Ireland, to seek the views of its citizens on a more systematic basis in order to improve the quality of services delivered, to reduce the burden of red-tape and to assist in the development of policy initiatives more geared to the needs of those for whom they are intended. It is within such a setting that this discussion paper focuses specifically on experiences to date and lessons to be learned when public service organisations seek to engage more effectively with their external customers, including not just citizens (who are themselves highly diverse in character) but a wide range of organisations (in the public, private and voluntary sectors), at local, regional, national and international levels. The terms of reference for this study were to: 1. Review and evaluate national/international documentary material, identifying and discussing the key issues to be addressed in order to consult effectively with external customers. 2. Consult with key personnel inside and outside the public service, in order to identify examples of good practice in Ireland and overseas, including innovatory approaches. 3. Explore the implications of different approaches to consultation by public service bodies through in-depth discussions in a selected number of such organisations. 4. Identify and discuss key issues to be addressed by public service bodies to encourage more widespread and effective consultation with external customers. At the outset, the Committee agreed that the study would focus on consultative mechanisms and systems, as well as good practice.


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