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Public Sector Culture and Values:
Delivering Public Service Excellence
In this chapter we describe a government agency whose role is to admin-
ister the national labor market. This case study is based on the personal
experience of one of the current authors (TI). We describe and illustrate the
agency’s structure, work processes, and personnel. In combination, these
attributes shape the agency’s organizational culture, which in turn inu-
ences the productivity and performance of its exceptionally dedicated
employees. Of particular relevance are issues of performance measurement,
especially how the agency chooses to view and measure success. ...