Governance
3 total works
The Service State
by Patrice Dutil, Cosmo Howard, John Langford, and Jeffrey Roy
Published 1 January 2010
In the past ten years, Canadians have witnessed a renaissance in the delivery of government services. New service organizations are cropping up across the country and accomplishing extraordinary things. Efforts are being made to consult citizens on how to improve and integrate services. Considerable resources are being invested in measuring and showcasing performance improvement. This book probes the central dimensions of service reform efforts from a variety of perspectives and answers some pressing questions: How can we make better decisions about service delivery? How should we measure service delivery performance? How should we engage users of government services? How can we create a service culture? How can we use the internet more effectively? Approaching service delivery as not merely technical but inherently political and controversial, the authors look beyond the rhetoric to see what has actually been achieved and what obstacles confront further improvements.
Boundaries between business and government are increasingly fluid and often transcended. Yet it remains important to acknowledge and make appropriate use of the fundamental differences between these sectors. Five areas that offer the most critical challenges to business and government in Canada today are corporate governance, lobbying and influence, security and privacy, public-private partnerships, and geography and development. This book is an exploration of the systemic dynamics of the inter-sectoral governance that shape the collective performance of Canada's national jurisdiction. Three perspectives of the relational dynamics between business and government, drawn from leading Canadian scholars, are adopted in order to frame the examination of independence, influence, and interdependence. This book makes a case for the advancement of "virtuous hybrids," while pointing out the challenges that remain in terms of the formation and successful performance of such hybrids in Canada, a challenge that calls for political leadership as well as social learning. An informed and engaged public, wearing multiple hats (i.e. as voter, shareholder, employee, activist etc.) would be the ultimate arbiter of sectoral and collective performance.
The rapid expansion of the Internet has fueled the emergence of electronic government at all levels in Canada. E-government's first decade featured online service underpinned by a technically secure infrastructure. This service-security nexus entails internal governance reforms aimed at realizing more customer-centric delivery via integration and coordination across departments and agencies. Yet, as online networking has become more pervasive and public demands for participation rise, pressures for greater openness and accountability intensify. The result is widening experimentation with online democracy. The e-governance focus is thus shifting toward issues of transparency and trust - and new possibilities for re-conceptualizing how power is organized and deployed. In sum, the prospects for digital transformation involve the interplay of these four dimensions: service, security, transparency and trust. This book identifies the main drivers of e-government, assesses the responses of Canada's public sector to date, and sketches out the major challenges and choices that lie ahead.
The findings will be of interest to those studying or working in the world of public sector management and e-governance.
The findings will be of interest to those studying or working in the world of public sector management and e-governance.