In the past ten years, Canadians have witnessed a renaissance in the delivery of government services. New service organizations are cropping up across the country and accomplishing extraordinary things. Efforts are being made to consult citizens on how to improve and integrate services. Considerable resources are being invested in measuring and showcasing performance improvement.

This book probes the central dimensions of service reform efforts from a variety of perspectives and answers some pressing questions: How can we make better decisions about service delivery? How should we measure service delivery performance? How should we engage users of government services? How can we create a service culture? How can we use the internet more effectively? Approaching service delivery as not merely technical but inherently political and controversial, the authors look beyond the rhetoric to see what has actually been achieved and what obstacles confront further improvements.

PATRICE DUTIL is the author or editor of a dozen books, a frequent commentator on political and policy issues, and the host of over 100 podcasts in the Canadian history series “Witness to Yesterday.” He is a professor in the department of politics and public administration at Toronto Metropolitan University. He founded and for five years edited the Literary Review of Canada and served as president of the Champlain Society for seven years. He is a senior fellow at the Bill Graham Centre for Contemporary International History at the University of Toronto and a senior fellow at the Macdonald-Laurier Institute. Among his books are Ballots and Brawls: The 1867 Canadian General Election, Prime Ministerial Power in Canada: Its Origins under Macdonald, Laurier and Borden and Macdonald at 200: New Perspectives and Legacies (edited with Roger Hall).

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Cosmo Howard is assistant professor of public administration at the University of Victoria. He is the editor of Contested Individualization (Palgrave Macmillan, 2007).

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John Langford is professor of public administration at the University of Victoria. He is the co-editor of Corruption, Character and Conduct (Oxford University Press, 1994).

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Jeffrey Roy is associate professor in the School of Public Administration at Dalhousie University. He is the author of E-Government in Canada: Transformation for the Digital Age (University of Ottawa Press, 2006) and Business and Government in Canada (University of Ottawa Press, 2007).

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