Leonard I. Ruchelman - A workbook in redesigning public services
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Published by State University of New York Press, Albany
1989 State University of New York
All rights reserved
Printed in the United States of America
No part of this book may be used or reproduced in any manner whatsoever without written permission except in the case of brief quotations embodied in critical articles and reviews.
For information, address State University of New York Press, State University Plaza, Albany, NY 12246
Library of Congress Cataloging-in Publication Data
Ruchelman, Leonard I., 1933 A workbook in redesigning public services / Leonard Ruchelman. p. cm. Bibliography: p. Includes index. ISBN 0-88706-943-6 (pbk.) 1. Public administration. 2. Municipal services. 1. Title. JF1411,R84 1989 350dc1988-16022 CIP
10 9 8 7 6 5 4 3 2 1
Page iii
Contents
Preface
1. Introduction: The Redesign of Public Services
1
2. Diagnosing Public Service Problems and Getting Organized
11
Determining Symptoms
11
Determining Causes
16
Getting Organized
18
Summary
19
3. Analyzing Service Delivery Alternatives
21
Identifying Alternative Approaches
22
Identifying Other Alternatives Where Necessary
38
Assessing Alternatives
40
Summary
46
4. Communicating the Results
49
Preparing the Draft Report
49
Reviewing the Draft Report
50
Transmitting the Final Report
53
Preparing an Implementation Workplan
53
Summary and Conclusion
54
Appendix A. The Anatomy of a Public Service Problem: Rebuilding the Wollman Memorial Rink in New York's Central Park
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