Lynne A Bennington

TL;DR: In this paper, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network, which indicated that customers have slightly higher satisfaction levels with in-person services than with call center services.

TL;DR: In this article, the results of Australian telephone surveys of randomly selected employers and job applicants indicate that discrimination in the recruitment and selection process is flourishing despite anti-discrimination legislation, despite the neo-classical economists' concern that anti discrimination legislation creates additional costs and inefficiencies.

TL;DR: The customer value workshop (CVW) as discussed by the authors integrates qualitative and quantitative techniques to provide insights into what creates value for customers through the use of technology and a modification to the focus group method.

TL;DR: This article reviewed the history of public sector reforms in Sri Lanka and examined Sri Lanka's recent experiments with NPM, focusing on their level of understanding of NPM and the extent of implementation, impact on the relationship between bureaucrats and politicians, and related issues for Sri Lanka.

Abstract: Policy services have generally escaped performance evaluation techniques. Traditionally, the evaluation of the quality of policy services has been internally driven, and has tended to rely on definitions and process practices determined by the service provider rather than customer definitions of value. In this study, customers of policy services (ministers, ex‐ministers, department secretaries and key advisers) were asked what the ideal characteristics of policy services were and what would create value. On the basis of customer values, an integrated four level model of policy service provision was developed. This model potentially provides guidance for the development and evaluation of policy services and should lead to greater customer satisfaction.