Britain's public sector has undergone a series of radical structural and managerial changes over the past 20 years. These changes are associated with public‐sector reform and innovations in public management. They have impacted significantly on the ways in which public employees are recruited,...

This article explores raters' understanding on the decision‐making process in the public service performance appraisal system (PAS) by looking at the cognitive processing models (CPM) steps involved. Presents the results of semi‐structured cognitive mapping interviews undertaken with novice...

As part of the preparations for the accession of Slovenia to the European Union, the National Health Insurance Institute has introduced a European model for quality management. In this regard, a benchmarking has been carried out, comparing the Health Insurance Institute of Slovenia with the...

This article examines the reasons individuals would choose electronic self‐service delivery methods over more traditional methods of service delivery for government services. The study investigated the factors related to decision making when people consider and evaluate the usage of an online...