
122 Designing Service Excellence
capital city. The area contains a number of ministries; the Ministry of Labor
is close by, as is the ofce of the prime minister. The agency does not have
a “fat” administrative division; its approximately 400 administrators repre-
sent about 3 percent of its total workforce. The work of the headquarters’
personnel invariably focuses on national issues (the big picture). Important
tasks include setting employment policies and coordination of effort with
the work of other ministries. Setting policy in lockstep with the initiatives
of other government departments and ensuring compliance with politi-
cal agendas i ...