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Public Bureaucracy and ‘Customer Service’: The Case of Centrelink 1996–2004

  • Anna Yeatman

Abstract

It is often assumed that public bureaucracy is inherently antagonistic to the individualization of the delivery of welfare services. In this chapter I make not only the argument that such an assumption is incorrect and betrays an animus towards public bureaucracy (for discussion see Du Gay 2000, Introduction) but I offer a case study of how a public bureaucracy was remodelled in terms of the contemporary ethos of customer service, understood as a public rather than a private ethos.

Keywords

Service Delivery Customer Service Agency Theory Government Department Welfare Service 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Anna Yeatman 2009

Authors and Affiliations

  • Anna Yeatman

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