marcel guenoun associateprofessor of public … - marcel...the currentpressures on public...

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Marcel Guenoun Associate Professor of Public Management

Public Management InstituteFrance

The current pressures on Public Administrations

Public Administration Reform

Efficiency & Client Orientation

Restoring public finance …

Through Cutback Management

- Cutback budgeting

- Reorganisations: amalgations, economies

of scale, joined-up government

- Managerial techniques & models: Lean,

low-costing

- HRM savings: hiring freezes, wages &

pension reduction, etc

Restoring Citizens Trust …

Through Participation & Marketing

- Participative democracy: referendums,

participatory budgeting

- Legislation: simplification/ cutting red-

tape

- Marketing tools: charters, satisfaction

measurement, co-production

Efficient AND Client Oriented

Public Sector Reforms all include a Client Orientation side

Next StepsProgram1988

Public Service Agreements1998



Public Sector Reforms all include a Client Orientation side

MANAGEMENT EFFICIENCY

SOCIO-ECONOMIC

EFFECTIVENESS

SERVICE QUALITY

Performance is measured through3 types of indicators



United-Kingdom: Citizen’s charters

Customer service excellenceCompulsory satisfaction measurement

Citizen’s Panels (60-100 expériences)

USA: American Consumer Satisfaction Index

Canada : “Citizen’s First” program

Satisfaction measurement as part of compulsory performance framework

(Ontario)Sweden:

Municipal Compass: municipal benchmarking tool (25% of balance is

based on satisfaction scores)

An European diffusion:

-Center for best practices of Belgian public service - Nueue Steuring Modell & Bertelsmann prize in Germany

…EUPAN’s guide on satisfaction measurement

and performance improvement

…some examples

Guenoun-Bologna-2012 5

United-Kingdom: Citizen’s charters

Customer service excellenceCompulsory satisfaction measurement

Citizen’s Panels (60-100 expériences)

USA: American Consumer Satisfaction Index

Canada : “Citizen’s First” program

Satisfaction measurement as part of compulsory performance framework

(Ontario)Sweden:

Municipal Compass: municipal benchmarking tool (25% of balance is

based on satisfaction scores)

An European diffusion:

-Center for best practices of Belgian public service - Nueue Steuring Modell & Bertelsmann prize in Germany

…EUPAN’s guide on satisfaction measurement

and performance improvement

…some examples

Guenoun-Bologna-2012 6

Unfortunately, synergy does prevent from contradiction



Improving efficiency

May destroy client satisfaction

Tools are not enough…

It is not a beauty contest

Comprehensive Performance

Assessment, United-Kingdom

Tunisia, October

2010

Does it create value to invest on Client Orientation?



Evolution

of the Share Value of

the 500 biggest US

market capitalisations

(S&P 500)

…

comparing their

customer

satisfaction

…

It is no longer a

question in the

private sector



The steps to citizen centered public administration

Front-OfficeManagement

Complaints Management

Service Charters

Satisfaction Surveys

Participation & coproduction

Internal qualitymanagement: ISO & CAF

Some French experiences

1- Citizens Charter



A French perspective on service charters

� Charte Marianne� Simplify relations with

public administration

� Guarantee quality on interactions (front-offices, phone, e-mail, mail)

⇒ 1 650 State’s local services (8 000 sites).

⇒ 17 000 Post Offices

⇒ Starting from 2005.

� 5 committments: � Facilitating access to our

services

� Being courteous and efficient treatment

� Answering to needs and questions in a understandable and timely way

� Process all complaints systematically

� We ask your help to makeprogress and improve ourorganisation and expandour skills



A French perspective on service charters



The Marianne’s Charter

� Charte Marianne� 2005: National mystery shopping

survey:� 66 % implement correctly their

committments

� 80% very satisfied with service accessibility

� 60 % very satisfying results on complaints treatment

� 50% of mails receive an answer within 2 weeks

� 33% did not receive any answer within twomonths.

� Charter becomes a label withits certification




2- Service Blueprint



Put Civil Servants in the User’s shoes & head




3- Co-production



� V. & E. Ostrom (1977):

Service users give necessaryresources to improve service production in quality or quantity

� Loeffler & Bovaird (2014):

Public service professionals togetherwith citizens make better use of capital, inputs and throughputs to achieve better results and efficiency

What is coproduction?

Citizens adding value to public service delivery

� Harris and Boyle (2009)

“Co-production means delivering public services in an equal and reciprocal relationship between professionals, people using services, their families and their neighbors”

� Brudney and England (1983)

The joint production of public services by ‘regular producers’ (e.g. service agents, public administrators) and ‘consumers’ (e.g. citizens and neighbourhood associations).



Marcel Guenoun - AEIA-2015

A very « hot » topic for public reformers: ambivalent goals



Coproduction: at the heart of public and private strategies

Ikea (Cairo)



Coproduction in France



Thank you for your

audience!

Any questions?

Marcel.guenoun@univ-

amu.fr



marcel guenoun associateprofessor of public … - marcel...the currentpressures on public...

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