Skip to main content
SpringerLink
Log in
Palgrave Macmillan

Engaging Public Sector Clients

From Service-Delivery to Co-Production

  • Book
  • © 2009

Overview

Authors:
  1. John Alford

    1. Australia and New Zealand School of Government, University of Melbourne, Australia

    View author publications

    You can also search for this author in PubMed   Google Scholar

This is a preview of subscription content, log in via an institution to check access.

Access this book

Log in via an institution
eBook USD 89.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book USD 119.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Other ways to access

Licence this eBook for your library

Institutional subscriptions

Table of contents (11 chapters)

  1. Front Matter

    Pages i-xiv
    Download chapter PDF

  2. Introduction: Client Co-production of Public Services

    • John Alford
    Pages 1-14

  3. The Co-production Concept

    • John Alford
    Pages 15-29

  4. Clients in the Public Sector

    • John Alford
    Pages 30-49

  5. Legal Compliance, Regulation, and Co-production

    • John Alford
    Pages 50-63

  6. Theoretical Constructs and Methodology

    • John Alford
    Pages 64-72

  7. Postal Service Customers as Co-producers

    • John Alford
    Pages 73-95

  8. Long-term Unemployed People as Co-producers

    • John Alford
    Pages 96-133

  9. Taxpayers as Co-producers

    • John Alford
    Pages 134-174

  10. Client Co-production: An Exchange Perspective

    • John Alford
    Pages 175-204

  11. Managing for Client Co-production

    • John Alford
    Pages 205-214

  12. Implications

    • John Alford
    Pages 215-222

  13. Back Matter

    Pages 223-261
    Download chapter PDF
Back to top

Keywords

About this book

Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values.

Reviews

Winner of Best Book Award for 2011 - Section on Public Administration Research (SPAR) of the American Society for Public Administration (ASPA).

'In this controversial but illuminating work, Alford has not only bitten off, but thoroughly chewed over and digested a critically important but widely ignored aspect of public management: the processes that government agencies rely on to engage the clients to whom they deliver services, and on whom they impose obligations.' - Mark Moore, Harvard Kennedy School, author of Creating Public Value

'Co-production has moved to the centre of debates about public service reform, and its importance is bound to rise.... John Alford's book is a masterly survey of the field, fusing history, evidence and analysis. He brings to the fore how fascinating, and difficult, co-production can be.' - Geoff Mulgan, Head of the Young Foundation, former head of Demos and adviser to PM Tony Blair, author of Good and Bad Power

Authors and Affiliations

  • Australia and New Zealand School of Government, University of Melbourne, Australia

    John Alford

About the author

JOHN ALFORD is Professor of Public Sector Management at the Melbourne Business School, University of Melbourne, Australia and also at the Australia and New Zealand School of Government, Australia. His research and publications are on organization-client relationships, public sector strategy and inter-organizational collaboration.

Bibliographic Information

Publish with us

Policies and ethics

Back to top

Search

Navigation