Deep Impact for High Impact Agencies? Assessing the Role of Bureaucratic Encounters in Evaluations of Government

Public sector reforms often focus on high impact agencies in order to restore trust in government and in the public administration. Using a face-to-face survey on citizensiquest; attitudes toward public services, we test what public agencies contribute to citizensiquest; general image of government. It is shown that general measures of satisfaction with the functioning of public services contain more than just an evaluation of bureaucratic encounters. Political factors influence this assessment. Service delivery satisfaction on the other hand can to a large extent be explained by referring to citizensiquest; image of a series of public services