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Electronic Service Delivery in the Local Indian Community of Visakhapatnam
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Author(s): V. Venkatakrishnan (Addis Ababa University, Ethiopia)
Copyright: 2007
Pages: 6
Source title:
Encyclopedia of Digital Government
Source Author(s)/Editor(s): Ari-Veikko Anttiroiko (University of Tampere, Finland)and Matti Malkia (The Police College of Finland, Finland)
DOI: 10.4018/978-1-59140-789-8.ch100
PurchaseView on the publisher's website for pricing and purchasing information.
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Abstract
New public management (NPM) conceptualised public administration as a business, to be managed with business-like techniques. Since services had to be assessed by the criteria of quality, efficiency, and satisfaction of citizens, the public sector had to reorganize its processes. As strong emphasis was on the services, improving their delivery was expected to facilitate achieving the above criteria. The terms of the NPM approach such as “customer focus, managing for results, and performance management” have become part of the standard language of public administration (Ali, 2001; Bekkers & Zouridis, 1999; Crossing Boundaries, 2005; Spicer, 2004).
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