Abstract
Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.
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Jansen, J., de Vries, S., van der Geest, T., Arendsen, R., van Dijk, J. (2009). The State of Client-Centered Public Service Delivery in the Netherlands. In: Wimmer, M.A., Scholl, H.J., Janssen, M., Traunmüller, R. (eds) Electronic Government. EGOV 2009. Lecture Notes in Computer Science, vol 5693. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-03516-6_25
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DOI: https://doi.org/10.1007/978-3-642-03516-6_25
Publisher Name: Springer, Berlin, Heidelberg
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