The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesised that this effect may lie behind the failure of half a decade of...

This paper addresses a lack of evidence on the impact of performance pay in the public sector by evaluating a pilot scheme of incentives in a major government agency. The incentive scheme was based on teams and covered quantity and quality targets, measured with varying degrees of precision. We...

This paper addresses a lack of evidence on the impact of performance pay in the public sector by evaluating a pilot scheme of incentives in a major government agency. The incentive scheme was based on teams and covered quantity and quality targets, measured with varying degrees of precision. We...

The death of the founding father of Singapore, former Prime Minister Lee Kuan Yew (LKY) in March 2015 renewed worldwide interest in Singapore's rapid development. The ‘Singapore Story' has been remarkable, and comparatively well documented. One essential factor that, however, has attracted...

The field literature reveals multiple approaches of local public service performance. Directly managed by public administrative institutions or by private agents through concession or public-private partnership, the public services should respond to important requirements concerning the higher...