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Benchmarking grew out of the concern for measuring performance and quality in the public sector, the latest manifestation of the change that has transformed the way in which the public sector operates. From the TQA movement of the 1980s,...
This is an article about performance in government. It considers how performance, in a variety of senses, has become a dominant theme in probably the majority of OECD countries (although not all). It asks some fundamental questions about what is...
The aim of the article is to examine key dimensions of service quality and to consider the situation within British local government. A model of public service quality is introduced. From this starting point, it is argued that local government...
The public sector reforms being pursued by 'New Labour' attempt to develop a new style of policy making and to shift the centre of gravity of public services away from the state and market and towards the citizen. The improvement of local public...
Best Value was introduced in 1997 to local governments in Scotland; in England and Wales. This article charts the introduction of the policy to local government in the two legislative domains, and compares differences in implementation between Scotland...
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