What drives citizen satisfaction and trust with US federal government agencies? Are these
determinants constant across agencies, or do they differ? In this article, we examine …

Purpose–The purpose of this paper is to analyze citizen satisfaction with public service
delivery in the Sedibeng district municipality of South Africa. The municipality consists of …

Purpose–The purpose of this paper is to discuss citizen participation in public service
delivery protests in the Sedibeng district municipality of South Africa. The municipality …

Three decades of economic liberalisation in China have reshaped relationships between
the state, market and community to a remarkable degree. In recent years, a growing body of …

A systematic and engaging new text that analyses accountability and transparency in
contemporary public services, and examines how open government can be both a …

Esta investigación describe y caracteriza cuáles son las dimensiones de los servicios
públicos que determinan la satisfacción ciudadana en la gestión municipal del H …

On 3 September 2009, Prime Minister Rudd announced a six‐month Review of Australian
Government Administration. He appointed an Advisory Group chaired by Terry Moran …

This book explores the ways in which governments are putting citizens first in their policy-
making endeavours. Making citizens the focus of policy interventions and involving them in …

Abstract Citizen Service Centers are government offices where different authorities are co‐
located and where several public services are offered in the same physical location. The …

One-stop-shops (OSSs) are not a recent invention, but they are currently popular as
governments attempt to address complaints about fragmentation in public service delivery …