Chapter 1. Improving Public Sector Performance by Seizing Opportunities to Meet Citizen Needs
Let us begin with the end in mind, painted by scenes from a day in a not too distant future—a day in which the interests of citizens, as well as public sector agencies, are served:
In Oregon—Todd checks his morning online newspaper and rereads a headline—to be sure it was for real. “Post Office reports record profits and will hold first-class stamp rates at 39 cents for the next five years.” It seems services for small businesses are soaring.
In Kansas—Sophie heads out the door with her fourth-grade daughter eager to see if this “walking school bus program” the school district raves about will really help Allison lose the ten pounds her pediatrician ...
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