In recent years, goverments in Canada and around the world have transformed their approach to delivering public services. Making use of private sector service innovations, interactive Internet
technology, and partnerships with for-profit and not-for-profit agenices, governments have invested heavily in citizen-centred service.
While these changes create great opportunities, they also present significatn challenges. This book probes the critical dimensions of service transformation from a variety of perspective and
answers some pressing questions: How can we make better decisions about service delivery? How should we engage users of government services? How should we measure service delivery performance?
Can we create a service culture? How can we hold government's service partners accountable? Can we better leverage the Internet and Web 2.0?
Approaching service delivery as not merely technical but inherently political and controversial, the authors look beyond the rhetoric of service transformation to see what has actually been
achieved and what obstacles confront further improvements.
