Putting Citizens First: Engagement in Policy and Service Delivery for the 21st Century PDF
Preview Putting Citizens First: Engagement in Policy and Service Delivery for the 21st Century
Putting Citizens First Engagement in Policy and Service Delivery for the 21st Century Putting Citizens First Engagement in Policy and Service Delivery for the 21st Century Evert A. Lindquist, Sam Vincent and John Wanna (eds) Published by ANU E Press The Australian National University Canberra ACT 0200, Australia Email: [email protected] This title is also available online at http://epress.anu.edu.au National Library of Australia Cataloguing-in-Publication entry Title: Putting citizens first : engagement in policy and service delivery for the 21st century / edited by Evert Lindquist, Sam Vincent and John Wanna. ISBN: 9781922144331 (paperback) 9781922144348 (ebook) Series: ANZSOG series Subjects: Public administration. Public administration--Citizen participation Public administration--Technological innovations. Electronic government information. Political rights. Public interest. Other Authors/Contributors: Lindquist, Evert A, editor. Vincent, Sam, editor. Wanna, John, editor. Dewey Number: 352.46 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the prior permission of the publisher. Cover design and layout by ANU E Press Printed by Griffin Press This edition © 2013 ANU E Press Contents Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi Allan Fels Contributors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv 1 . Putting Citizens First: Engagement in policy and service delivery for the 21st century . . . . . . . . . . . . . . . . . . . . . . . . 1 Evert Lindquist Part I. Setting the Scene: The evolving landscape for citizen engagement 2 . Engaging Citizens: Can Westminster coexist with meaningful citizen-centric engagement? . . . . . . . . . . . . . . . . . . . . . . . 25 Gerry Stoker 3 . Beyond New Public Management: Will governments let citizens and communities determine policy choices and service mixes? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Don Kettl 4 . Citizens and Governments: Getting closer or further apart? . . . 49 Rolf Alter Part II. Drivers for Change: Innovations in citizen-centric governance 5. Engaging Citizens in Policy Innovation: Benefiting public policy from the design inputs of citizens and stakeholders as ‘experts’ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Christian Bason 6 . Engaging Citizens in Co-producing Service Outcomes . . . . . . . 75 John Alford 7 . Citizens, Customers, Clients or Unwilling Clients? Different and effective strategies for citizen-centric delivery . . . . . . . . 83 Lynelle Briggs 8 . Measuring Citizen Feedback and Gauging Citizen Satisfaction . 95 Bette-Jo Hughes 9 . Information Technology and New Media as Tools of Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Martin Stewart-Weeks Part III. Case Studies: Land management and Indigenous empowerment 10 . From Little Things, Big Things Grow: The rise of Landcare and citizen-orientated land management in Victoria . . . . . . 111 Jenny Pequignot 11 . Volunteers as Agents of Co-production: The example of NSW State Reserves . . . . . . . . . . . . . . . . . . . . . . . . . 117 Peter Houghton 12 . Indigenous Empowerment in Land Management . . . . . . . . 121 Mark Chmielewski 13 . Improving Indigenous Access: Three practitioner perspectives on citizen engagement . . . . . . . . . . . . . . . . . 129 Adrienne Gillam, Ian Mackie and Michael Hansen Part IV. Case Studies: Fostering community engagement and connectedness 14 . Singapore’s Social Safety Net and Human Service Provisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Ang Bee Lian 15 . Challenges in Engaging Citizens as Partners in the Community Sector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Yehudi Blacher 16 . Challenges in Engaging Citizens as Partners in Housing . . . 155 Shane Chisholm 17 . Building Citizen Feedback into Program Redesign . . . . . . . 159 James Mowat, Jim Scully and David Sweeney 18 . New Ways of Engaging Citizens in Service Delivery . . . . . . 169 Nicole Pietrucha and Jo Sammut 19 . Dilemmas of Engagement: Seriously empowering our community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Deb Symons Part V. Case Studies: Engaging with information technology and new media 20 . Volunteers as Agents of Co-production: ‘Mud armies’ in emergency services . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Fiona Rafter 21 . Informing Tax Policy Legislation: Thinking differently about consultation processes . . . . . . . . . . . . . . . . . . . . . 193 Mary Craig 22 . Inland Revenue New Zealand: From hosting consultations to managing conversations . . . . . . . . . . . . . . . . . . . . . . . 197 Gail Kelly John Wanna, Series Editor Professor John Wanna holds the Sir John Bunting Chair of Public Administration in the Research School of Social Sciences at The Australian National University and is director of research for the Australia and New Zealand School of Government (ANZSOG). He was also until 2012 Professor of Politics and Public Policy at Griffith University, and formerly principal researcher with the Centre for Australian Public Sector Management and the Key Centre for Ethics, Law, Justice and Governance at Griffith University. Professor Wanna has written numerous monographs, including two textbooks on policy and public management. He has produced a number of research-based studies on public management including: The Reality of Budget Reform in the OECD (2010); Comparing Westminster (2009); Westminster Legacies: Democracy and responsible government in Asia and the Pacific (2005); Yes Premier (2005); Controlling Public Expenditure (2003); From Accounting to Accountability (2001); and, Managing Public Expenditure (2000). In 2009 Professor Wanna completed a study of service delivery in the Australian Government entitled Policy in Action: The challenge of service delivery. His most recent authored book, produced with Tracey Arklay, is The Ayes Have It: The history of the Queensland Parliament 1957–89 (2010), a major legislative study of historical significance. Professor Wanna has held many Australian Research Council grants over the years, but also conducts research independently and through ANZSOG. His research interests include Australian and comparative politics, public expenditure and budgeting, and government–business relations. His political commentary has appeared in the Australian, Courier-Mail and Canberra Times and on Sky News as well as ABC radio and TV. The ANZSOG ANU E Press series, which he edits, is now approaching 40 titles. See <http://epress.anu.edu.au/titles/australia-and-new- zealand-school-of-government-anzsog-2> ix
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