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Innovation and Improvement in the Delivery of Public Services: The Use of Quality Management Within Local Government in Canada

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Abstract

Local government in Canada has been subject to considerable change in the 1990s. In response, a number of mechanisms have been adopted to improve performance and respond to citizen and customer demands. One particular mechanism quality management, has received considerable continuing support. This article documents the level of use of quality management within local government in Canada, discusses some of the key challenges of introducing this type of program, and, outlines some elements of success of those programs in public management.

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Authors and Affiliations

  1. City of Hamilton, Ontario, Canada

    Robert Robertson

  2. Stirling University, Scotland

    Rob Ball

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  1. Robert Robertson
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  2. Rob Ball
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Robertson, R., Ball, R. Innovation and Improvement in the Delivery of Public Services: The Use of Quality Management Within Local Government in Canada. Public Organization Review 2, 387–405 (2002). https://doi.org/10.1023/A:1020674331468

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