The Service State: Rhetoric, Reality and Promise by Patrice Dutil; Cosmo Howard; John Langford; Jeffrey RoyCall Number: Online book. Click title for access.
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.
The Service State: Rhetoric, Reality and Promise by 
