Innovative Design and Service Delivery

Performance management and measurement have become cornerstones of how modern public sector organisations account for what they do. Yet as states, societies and economies have grown and developed in ever increasing complexity, since the end of the twentieth century new ways of thinking about the relationship between governments and their citizens have emerged. These developments have in part been a reaction to measurement-based managerial approaches, but also partly reflect a deeper concern regarding the apparent decline in citizens’ attachment to and respect for the practice of politics. This subject aims to provoke a wide ranging discussion about the role of ‘publics’ (citizens, users, clients, stakeholders, communities, etc.) in public policy and public services through critical engagement with an emerging paradigm of citizen-centred governance. Sometimes called Government 2.0, this approach to public policy and public administration is typically described as networked, collaborative and flexible, with service delivery arrangements which are personalised, choice-based and delivered through multiple channels.