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Winner of the 2014 Academy of Management Public-Nonprofit (PNP) Division Best Book Award Many public services today are delivered by external service providers
Designing Delivery
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Authors: Jeff Sussna
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Type: BOOK - Published: 2015-06-03 - Publisher: "O'Reilly Media, Inc."

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Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of you
Rethinking Service Delivery
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Rethinking the Delivery of Public Services to Citizens
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Based on in-depth research and 50 interviews with senior officials. Examines recent innovations: structural change to separate policy and operational functions;
OECD e-Government Studies Rethinking e-Government Services User-Centred Approaches
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The report gives a broad description of the shift in governments' focus on e-government development – from a government-centric to a user-centric approach. It