Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Closer to the Customer? Local Government and International Experience

Closer to the Customer? Local Government and International Experience Closer to the Customer? Local Government and International Experience John Fenwick and Snape Stephanie University of Northumbria Introduction A has become a familiar of the of local &dquo;consumer orientation&dquo; part vocabulary in the UK The to the 1991; 1993). authority management (Gyford attempt bring of services closer to the be known various process managing public may by names - a Public Service a closeness to the an Orientation; customer; enabling and so on - and has rise to a host of initiatives authority given including consumer the collection of indicators of and a more satisfaction, surveys, public of to the Less (LGMB 1992). rigorous approach management complaints and standard the to collect measures publish performance directly, requirement local councils a where the for individual services upon regime imposes to be taken Commission of has seriously (Audit 1995). perception performance The of local Citizen’s Charters and related growth authority (Prior 1995), such as the Patient’s Charter in the add to the NHS, developments officially of to the and account of user preferred images listening public taking opinion. Such consumer initiatives continue to be to a number of open interpretations. Stewart for instance that a focus consumerism alone argues upon may http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Public Policy and Administration SAGE

Closer to the Customer? Local Government and International Experience

Fenwick, John; Snape, Stephanie
Public Policy and Administration , Volume 11 (4): 11 – Dec 1, 1996
Download PDF
11 pages

Loading next page...
 
/lp/sage/closer-to-the-customer-local-government-and-international-experience-kPGak9gJLz

References (55)

Publisher
SAGE
Copyright
Copyright © by SAGE Publications
ISSN
0952-0767
eISSN
1749-4192
DOI
10.1177/095207679601100403
Publisher site
See Article on Publisher Site

Abstract

Closer to the Customer? Local Government and International Experience John Fenwick and Snape Stephanie University of Northumbria Introduction A has become a familiar of the of local &dquo;consumer orientation&dquo; part vocabulary in the UK The to the 1991; 1993). authority management (Gyford attempt bring of services closer to the be known various process managing public may by names - a Public Service a closeness to the an Orientation; customer; enabling and so on - and has rise to a host of initiatives authority given including consumer the collection of indicators of and a more satisfaction, surveys, public of to the Less (LGMB 1992). rigorous approach management complaints and standard the to collect measures publish performance directly, requirement local councils a where the for individual services upon regime imposes to be taken Commission of has seriously (Audit 1995). perception performance The of local Citizen’s Charters and related growth authority (Prior 1995), such as the Patient’s Charter in the add to the NHS, developments officially of to the and account of user preferred images listening public taking opinion. Such consumer initiatives continue to be to a number of open interpretations. Stewart for instance that a focus consumerism alone argues upon may

Journal

Public Policy and Administration – SAGE

Published: Dec 1, 1996

There are no references for this article.