Public Bureaucracy and ‘Customer Service’: The Case of Centrelink 1996–2004
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.
KeywordsService Delivery Customer Service Agency Theory Government Department Welfare Service
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