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Empowering the Customer

Online Shop | International Publications | Commonwealth Secretariat | All other Commonwealth Secretariat Titles | Commonwealth Secretariat Publications A-F |  Empowering the Customer

Empowering the Customer

Free UK delivery on Empowering the Customer

In Paperback Format
Empowering the Customer
The Citizen in Public Sector Reform

£25.00
ISBN
9780850926491
Author
Victor Ayeni
Published by
Commonwealth Secretariat
Publication Date
1 January 2001
Format
Paperback
Extent
64 pages
Series
Managing the Public Service: Strategies for Improvement Series 13

One of the key ideas in current public sector reforms is that of citizens as customers. To this end, various market-oriented measures, privatisation of government enterprises and new performance management approaches have been introduced in addition to traditional consumer protection mechanisms to promote genuine empowerment of the customer.

This publication explores some of these recent strategies based on Commonwealth best practice. It presents guidelines on developing clients charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived. The public sector is of course remarkably different from business, and not easily amenable to the conditions of a perfect market environment.

The publication addresses some of the implications of this issue for the implementation of the new management theory. It provides hands-on materials and policy ideas for governments, practitioners and experts. 


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