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Putting Citizens First: Engagement in Policy and Service Delivery for the 21st Century

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This book explores the ways in which governments are putting citizens first in their policy-making endeavours. Making citizens the focus of policy interventions and involving them in the delivery and design is for many governments a normative ideal; it is a worthy objective and sounds easy to achiev...

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Bibliographic Details
Online Access: Full Text (via EBSCO)
Main Author: Lindquist, Evert A.
Other Authors: Vincent, Sam, Wanna, John
Format: Electronic eBook
Language:English
Published: Canberra : ANU Press, 2013.
Series:ANZSOG monograph series
Table of Contents:
  • Foreword / Allan Fels
  • 1. Putting citizens first: engagement in policy and service delivery for the 21st century / Evert Lindquist
  • Part I. Setting the scene: the evolving landscape for citizen engagement
  • 2. Engaging citizens: can Westminster coexist with meaningful citizen-centric engagement? / Gerry Stoker
  • 3. Beyond new public management: will governments let citizens and communities determine policy choices and service mixes? / Don Kettl
  • 4. Citizens and governments: getting closer or further apart? / Rolf Alter
  • Part II. Drivers for change: innovations in citizen-centric governance
  • 5. Engaging citizens in policy innovation: benefiting public policy from the design inputs of citizens and stakeholders as 'experts' / Christian Bason
  • 6. Engaging citizens in co-producing service outcomes / John Alford
  • 7. Citizens, customers, clients or unwilling clients? different and effective strategies for citizen-centric delivery / Lynelle Briggs
  • 8. Measuring citizen feedback and gauging citizen satisfaction / Bette-Jo Hughes
  • 9. Information technology and new media as tools of engagement / Martin Stewart-Weeks
  • Part III. Case studies: land management and Indigenous empowerment
  • 10. From Little things, big things grow: the rise of landcare and citizen-orientated land management in Victoria / Jenny Pequignot
  • 11. Volunteers as agents of co-production: the example of NSW state reserves / Peter Houghton
  • 12. Indigenous empowerment in land management / Mark Chmielewski
  • 13. Improving Indigenous access: three practitioner perspectives on citizen engagement / Adrienne Gillam, Ian Mackie and Michael Hansen
  • Part IV. Case studies: fostering community engagement and connectedness
  • 14. Singapore's social safety net and human service provisions / Ang Bee Lian
  • 15. Challenges in engaging citizens as partners in the community sector / Yehudi Blacher
  • 16. Challenges in engaging citizens as partners in housing / Shane Chisholm
  • 17. Building citizen feedback into program redesign / James Mowat, Jim Scully and David Sweeney
  • 18. New ways of engaging citizens in service delivery / Nicole Pietrucha and Jo Sammut
  • 19. Dilemmas of engagement: seriously empowering our community / Deb Symons
  • Part V. Case studies: engaging with information technology and new media
  • 20. Volunteers as agents of co-production: 'mud armies' in emergency services / Fiona Rafter
  • 21. Informing Tax policy legislation: thinking differently about consultation processes / Mary Craig
  • 22. Inland Revenue New Zealand: from hosting consultations to managing conversations / Gail Kelly.

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