Cosmo Howard

Rethinking Government-Public Relationships in a Digital World

Abstract Many have argued that new electronic technologies have the potential to transform how governments relate to users of public services. This article explores the limits of e-government as it is being conceived by testing it against three service recipient models: customer, client, and citizen. We argue that despite the opportunities that electronically-based service transformations present for enhancing democratic citizen engagement and the power of clients, the market-inspired customer image is likely to emerge as the most powerful way in which service recipients are characterized and addressed. The business architecture of e-government being installed today in the pursuit of better customer relationship management may also represent a decreasingly attractive medium for client empowerment and democratic interactions between service recipients and government.

Are we being served? A critical perspective on Canada’s Citizens First satisfaction surveys

Background: Citizen satisfaction surveys are used in many jurisdictions to measure attitudes towards public services and inform service delivery improvement strategies. Canada is regarded as a world leader in the field due to its internationally influential Citizens First surveys. Aim: This study aims to determine the soundness of the design, execution and reporting of Canada’s Citizens First surveys. Method: It presents a critical methodological review drawing on several social scientific paradigms including survey research, interpretivism and post-structuralism. Results: The Citizens First surveys contain significant problems in terms of sample representativeness, validity of causal claims and treatment of subjective opinions. These surveys can also be criticized for the influence they have had on the direction of public service reforms. Survey findings have been invoked to support the shift to private sector models of delivery and encourage a narrow and passive view of the role of the citizen in official decision-making. These developments conflict with other realities and values in contemporary administration and governance. Conclusion: Canada’s citizen satisfaction surveys contain important methodological weaknesses which must be acknowledged and rectified if reformers wish to extend the scope and effectiveness of current service delivery innovations. Points for practitioners Canada’s citizen satisfaction surveys are widely regarded as models for other jurisdictions to follow, yet they have significant limitations, including very low response rates, which mean the findings are not representative of the population’s views on government service delivery. Although the surveys claim to identify the specific elements of service delivery that cause increases in general citizen satisfaction with the performance of governments, the existing methodology does not permit such assertions. These surveys present a private-sector-inspired view of the service user as a customer, and suggest that all users of government services value the same things. This view fails to capture the diversity of government service delivery and is particularly inappropriate in complex policy areas such as human and social services.

Teaching social research methods after the critical turn: challenges and benefits of a constructivist pedagogy

An increasing challenge for teaching methods courses in the social sciences is the ‘critical turn’, which has encouraged some students to adopt an anti-empirical orientation. We present a case study of a compulsory undergraduate methods course in a political science department strongly influenced by post-structuralist philosophies. The first author redesigned the course to implement four constructivist pedagogical principles: (1) develop a full understanding of students’ pre-existing perceptions of political science research methods; (2) encourage students to see methodology as an inevitably contested field; (3) provide space for students to choose a methodological approach that best aligns with their personal stance on knowledge; and (4) encourage students to view research as an ongoing ‘conversation’. We critically reflect on the implementation of these constructivist pedagogical strategies and argue they improve students’ critical engagement with course material, increase linkages between methods teaching and other disciplinary subject matter, and accommodate diverse student perspectives and needs.

The contradictions of individualized activation policy: Explaining the rise and demise of One to One Service in Australia

Recent research has documented a trend towards the individualization of activation policies. This study reviews a radical Australian effort to personalize the delivery of activation policies called the One to One Service initiative, which was abandoned shortly after its introduction. The paper asks: what does the brief and tumultuous tenure of this initiative reveal about the role of the individual in contemporary welfare administration and activation policy? Based on a theoretical engagement with the works of Ulrich Beck, Elizabeth Beck-Gernsheim and Anthony Giddens, and an ethnographic study of frontline interactions in Centrelink, Australia’s national benefits agency, the paper argues we should understand the rise and fall of One to One Service in terms of contradictions between two competing forms of contemporary welfare individualization, referred to as ‘democratic relationships’ and ‘compulsory choice’. One to One Service represented a push for individualized, democratic relationships between staff and clients; yet it was undermined because policy makers chose to emphasize an alternative form of individualization premised on forcing recipients to take responsibility for their lives and move off welfare. The findings have implications for the individualization, street level bureaucracy, and activation policy literatures.

Are post-Soviet republics ready for the new public management? The case of educational modernization in Kazakhstan

Purpose – Since the collapse of the USSR, former Soviet republics have embarked on public service modernization, in most instances drawing on internationally dominant new public management (NPM) principles. Are post-Soviet republics ready for these administrative prescriptions? The paper aims to discuss these issues. Design/methodology/approach – This paper discusses Kazakhstan’s experience with the implementation of NPM through a qualitative case study of the country’s adoption of the European Bologna higher education reforms. Findings – While implementation of the NPM-inspired Bologna program has produced significant achievements, there are also gaps and shortcomings. These are due to a remnant Soviet administrative practices including strong control by educational ministries, as well as incompatible organizational cultures and a tendency toward superficial formalism in the implementation process. Research limitations/implications – NPM tends to be introduced in a top-down fashion as a taken-for-granted...

Three Models of Individualized Biography

The individualization theorists assert that identity has become a central preoccupation of human experience and one of the most important “variables” that humans may affect in order to live as individuals. For Zygmunt Bauman, Ulrich Beck, Elisabeth Beck-Gernsheim, and Anthony Giddens, the breakdown of stable and coherent roles and status positions in late modernity has forced individuals to become actively involved in defining who they are and shaping their relationships with others. Contemporary individuals reflexively build and modify their biographies and identities in order to adapt to shifting institutional demands and cope with ever-present tensions in their lives. This shared emphasis on personal choice, self-identity, and reflexive biography has led several commentators to group the works of the different individualization theorists together, using umbrella terms such as the “individualization thesis” and the “reflexive modernization paradigm” (Budgeon 2003; Lash 1993).

Conceptualizing Interagency Coordination as Metagovernance: Complexity, Dynamism, and Learning in Australian and British Statistical Administration

ABSTRACT Top-down methods of interagency coordination are inadequate in contemporary public administration, where multiple departments and agencies interact across loosely coupled networks to solve complex problems. The concept of metagovernance suggests governments can employ combinations of coordination instruments to steer dispersed actors toward common goals. This article asks how officials in Australian and British statistical administration addressed problems with traditional coordination methods. Interviews with senior official statisticians show a transition from traditional interagency coordination to metagovernance, driven by failures and learning. Metagovernance captures how interagency coordination is increasingly practiced, though existing theories should give more attention to learning and adaptation.

Is the Westminster System Broken Beyond Repair

Is Westminster dying as a useful conceptual encapsulation of a particular system of public administration? Scholarly critiques over the last decade have suggested Westminster civil services are evolving in ways that erode crucial Westminster “traditions.” Core elements including security of tenure, merit-based selection, non-partisanship, anonymity, and ministerial responsibility are all perceived as in decline or under attack. Influential commentators have proposed concepts such as “new political governance,” changing “public sector bargains,” “court government/politics,” and “presidentialization” to document and interpret these allegedly paradigmatic shifts in public administration. This article places these in context by canvasing different accounts of what Westminster is, before assessing the critiques about what it has become. The article argues that Westminster is not broken beyond repair, but rather it has been remolded to suit the needs of contemporary governance.

The politics of numbers: explaining recent challenges at the Australian Bureau of Statistics

ABSTRACT The Australian Bureau of Statistics (ABS) has experienced several significant challenges in recent years, including a declining operating budget, criticisms of its technical capability and concerns about political interference. In-depth interviews were conducted with senior ABS and Treasury Department officials to obtain their perspectives on the causes of the agency’s difficulties. Interview data were interpreted using frameworks from the political science literature on delegation, including the principal-agent paradigm, models of bureaucratic strategy and the public service bargains approach. The study finds that the principal-agent perspective does not help to explain the ABS’s difficulties, but that problems of administrative strategy and tacit bargains between the government and the ABS have contributed significantly to the agency’s challenges. The findings provide insights into the politics of official statistics, and shed light on the evolving role and status of expertise in Australian politics and government.

The challenge of quantifying national well-being: lessons from the Measures of Australia's Progress initiative

ABSTRACT In recent decades, the use of gross domestic product (GDP) as a proxy for national well-being has been criticised on the grounds it excludes important social and ecological considerations. Several alternatives have been proposed that promise to generate more comprehensive and balanced quantitative measures of well-being, but all of these alternative indicators remain contested and controversial. This paper critically reviews Australias contribution to this effort: the Australian Bureau of Statistics’ (ABSs) Measures of Australias Progress initiative. Unlike many other alternatives to GDP, the Australian initiative does not settle on one measure but uses expert-mediated public consultation to establish a ‘dashboard’ of indicators. In so doing, this model makes explicit the serious challenges confronting efforts to coherently define and measure progress in late modernity. In its attempt to integrate diverse views on national progress, the ABS has created an ambiguous tool that is not being taken up in public and political discourse.