The Public Manager: The New Bureaucrat articles from September 1995

The Public Manager: The New Bureaucrat archives from September 1995

Improving customer service in government.(Improving Customer Service Quality)
September 22, 1995... Who are the true customers of government agencies, how and by what standards is service quality measured, and who determines when the "customers" are satisfied? All governments seek better ways to measure and improve the quality of services...

Caveat emptor: customers vs. citizens.(Improving Customer Service Quality)
September 22, 1995... How well we accept our emerging roles as customers will depend to a great extent on how willing we are to adapt to the transformed sets of roles we play and are expected to play. American citizens, at all levels of government, have been...

Citizen service and the information superhighway.(Improving Customer Service Quality)
September 22, 1995... Governments are actually beginning to utilize the full potential of the Internet tools and their technology to change the way they are providing services. Throughout the history of the United States, great concern has been expressed about the...

From good enough to the best in business: benchmarking for public managers.(Improving Customer Service Quality)
September 22, 1995... Benchmarking has the potential of helping managers to think out of the box, to help the organizations they lead become true learning organizations. When President Clinton called on federal managers to benchmark their customer service against...

Changing concepts, goals, and methods: afterword.(Improving Customer Service Quality)
September 22, 1995... The choice of customer model can profoundly skew the results of the entire improvement process in terms of determining whose voice will be heard and whose concerns will be focused on. One common thread in each of the four articles in the main...

Scientific metaphors and public management.
September 22, 1995... While the internal consistencies of most metaphors break down upon detailed inspection, they can still provide an enhanced perspective if taken in context. The eternal quest for methodological rigor, scientific precision, and parsimonious...

Changing role of information technology regulators.(Information Management/Technology)
September 22, 1995... How the US and 15 other countries are managing the delivery of quality information products and services to citizens with a shrinking public service workforce. This article provides an overview of 16 member countries of the International...

Ethics on center stage.(Integrity in Government)
September 22, 1995... Ninety percent of members said that belonging to an organization that promotes and enforces high ethical standards is a valuable benefit of membership. "Why can't our state ethics law be more like the ICMA code of ethics?" That was the plea...

Toward a businesslike approach to government.(Agency Performance)
September 22, 1995... For organizations that are operational in nature, the Commerce initiative is the beginning of a businesslike approach to providing essential services in government. Introduction As the series editor, I have resisted featuring my own agency,...

Affirmative action and workforce diversity.(Managing/Valuing Diversity)
September 22, 1995... Customs seeks an environment that embraces the talents of all employees as well as respects and embraces differences. The US Customs Service, the oldest federal agency, is a bureau of the Department of the Treasury. The primary missions of...

The roles of government and the public administrator.(Managing/Valuing Diversity)
September 22, 1995... "Beware of bureaucratic anemia - a fatal disease when iron in the blood changes to lead in the pants." We must be doers. We come today to celebrate the public services and five exemplary public administrators. To each of you I say...

On the move: making it in an uncertain world.(Young Professionals' Arena)
September 22, 1995... Insights from four young professionals who moved from government to the private sector. Department Editor's Introduction Given the downsizing of the federal government and current trends which show that workers may have several different...

It could be you: any employee can change an agency.(Toward a Positive Image)
September 22, 1995... The first thing, the very first thing, you have to do is be realistic about the system within which you as federal employees must operate. It's a genuine thrill to be here with such a distinguished gathering of "change agents." Like you, I...

Washington, DC. (poem)(The Uncivil Servant)
September 22, 1995... Winter sucks. People avoid eye contact for fear you are a Hari Krishna banging a drum and asking for money. Store personnel act like you are interrupting their break when you try to pay for merchandise. Elected officials believe they were...

Empowering managers to create trust and high performance organizations.(The Bookshelf)
September 22, 1995... Bureaucratic approaches to managing people are barriers to creating high performing organizations, according to David Carnevale and Carolyn Ban. Based on two very different approaches to examining public management at the federal level, both...

The public manager 1995 annual survey: public perspectives of the state of public management.
September 22, 1995... Public Perspectives of the State of Public Management The last issue of The Public Manager discussed in depth federal managers' perspectives of public management trends. It compared twin surveys, co-sponsored by the Public Employees Roundtable,...