Rethinking Public Service Delivery

'This excellent book provides a useful and innovative framework for understanding effective delivery of public services.' - Steven Rathgeb Smith, University of Washington, Seattle. 'A brilliant introduction to new ideas and techniques for delivering public services, backed by convincing examples and analyses.' - Knut Eggum Johansen, Special Adviser, Government Reform, Norway 'Should be required reading for all who want to understand the costs and benefits of different forms of public service provision, and the circumstances that influence their relative effectiveness.' - George Boyne, Cardiff Business School 'A landmark survey. The framework can be used by both scholars and practitioners and will significantly advance the cause of creating public value.' - G. Edward DeSeve, former Senior Advisor to President Obama 'Drawing on lively case examples, this compelling book introduces differing types of engagement, concepts for choosing them, and techniques for managing them.' - Terry Moran, former head, Prime Minister's Department, Australia 'An admirable book on the contemporary reality of public service delivery [which is ] destined to become a standard text in public management.' - Neil Edwards, Public Administration Today '[I]n many ways a milestone work, both in its mapping of the complex 21st Century landscape of public service delivery, but also in offering a clear framework for practitioners.' - Alastair Hill, LSE Review of Books