Framed within theoretical discussions on both New Public Management (NPM) theory and New Social Movement (NSM) theory, this thesis explores increasing religiosity in education delivery in secular Turkey. Particularly, it investigates the ways in which two Islamic religious groups, the Gulen Movement (GM) and the Iskenderpasa Cemaati (IC), engage with education as a result of neoliberalization in both the public sphere and public administration. Islam, and especially the Islamic Social Movements (ISMs), play an important role in politics and in the socio-economic spheres; therefore, it is necessary to consider their growing role in the delivery of public services such as education not only in Muslim countries, but also in secular societies. Since education is defined as a public service which has a significant role in the creation of social capital (Putnam, 1993), these movements increased their interest in education systems in order to make their own voice heard during the process of education delivery, or in other words, the creation of social capital. This research combines three different research methods: 1) documentary analysis of official papers from the public administration reforms, government archives, the GM and IC's own reports and web pages, the Organisation for Economic Co-operation and Development (OECD) and World Bank reports on the Turkish education system; 2) in-depth interviews conducted with parents, teachers and alumni of GM an IC schools; 3) focus group analysis conducted with graduates from the IC and the GM schools. The data collected from the documents and field research suggest that in Turkey, NPM, which was applied to privatized public services and the deregulated public sphere, has created opportunity spaces for Muslims and ISMs to move upward in the social stratification ladder. The result is the emergence of an ISM controlled education service. The GM and the IC are the best examples of this process. The researcher used the GM and the IC as examples of a collective case study. Although both the GM and the IC have emerged in a similar socio-political and economic environment, in which there is an increasing trend of Islamisation in the social structure and neoliberalization in the economy and politics, these movements responded differently to the same changes. The GM has managed to integrate into the new conditions and produced a similar discourse to NPM. Therefore, rather than establishing an Islamic order, the GM focused on political, social and economic wealth by opening education institutions. However, by demonstrating a traditional form of Islam, the IC shows the other face of religious groups in Turkey. For this reason, the researcher refers to the GM as a 'movement' and the IC as a 'cemaat'. Additionally, by being visible in the public sphere and producing a neoliberal discourse, which is parallel with NPM doctrines, the GM managed to develop educational governance that increases secular and pious families' voices in the education system. This research provides an analysis of a new approach in public administration related to education, one that distances itself from the traditional, prescriptive structures, and instead engages in flexible and participative relationships. Finally, the findings of this research will provide a greater understanding of states where there are tensions between modernisation and democratisation, and demands for 'traditional values'.

Práce je zaměřena na metody zlepšování kvality ve veřejné správě. První část je věnována modelu CAF - jeho výkladu a zavádění především do místní veřejné správy. Druhá část je orientovaná na implementaci tohoto modelu hodnocení v Čechách a na území Evropy.

This is a thesis about managing multiplicity. It analyses how people working in municipalities are managing, controlling, and caring for the complex and contradictory world they live in. Building on more than 100 interviews and observations, the thesis examines the multiple realities of those who work in public sector organisations. By studying (1) the work of managers on different organisational levels, controllers, professionals responsible for the care of others and, to a lesser extent, politicians; (2) the management control systems that are used in the work, and (3) the ongoing debates and legislations directed towards the management of care practices, the thesis makes an effort to analyse how the realities of these individuals; those active in controlling and caring, are constructed. The thesis makes several contributions to the literatures on management control and public management. Where earlier studies are either based on a functionalist conception of management control and public management (in which performance measures and control systems are tools in the hands of managers, that enable them to control other practices), or focused on understanding how control contributes to the construction of reality (making reality ontologically coherent, and therefore controllable), the present thesis argues that management can be approached and analysed as a practice devoted to managing ontological multiplicity, rather than as an activity devoted to control other practices or making reality controllable. By using the concept of ontological politics, the thesis shows that control often fails to make reality controllable, which makes the practice of management reliant on alternative ways to manage. The alternative to control that is analysed in the thesis is care, and the thesis argues that care could be seen as a way to manage, rather than as something that should be controlled: care is complementary to control when it comes to management. The thesis explicates how management by care is done in relation to management by control, and how they may become resources for each other in managing the complex and contradictory public sector. / <p>At the time of the doctoral defense, the following papers were unpublished and had a status as follows: Paper 2: Accepted. Paper 3: Manuscript. Paper 4: Manuscript.</p>

Neste trabalho é apresentado um modelo de automação a ser implementado em serviços da administração pública, com vistas a agilizar os trâmites da burocracia necessária a sua realização, contribuindo para uma mudança da visão dos usuários a respeito da divulgada morosidade administrativa. Com este propósito, o objetivo do modelo é diminuir o tempo entre a coleta de dados, a tabulação e a tomada de decisão por parte do administrador público. O conceito de automação utilizado é o apresentado por Cícero Couto de Moraes e Plínio Benedito de Lauro Castrucci, entendendo-se a propriedade de sua adoção na administração pública pela via do desenvolvimento de processos. A metodologia apresentada propõe desenvolvimento paralelo e concomitante de ações, ainda que considerando a forma serial com que estas são realizadas na atual administração pública, organizada em esquema piramidal. Além disto, o modelo baseia-se na implantação de um sistema de gestão de um banco de dados alimentado pelos diversos atores que exercem as mais variadas atividades do processo, dispensando a assinatura formal em todos os documentos e requisitando, apenas, a identidade eletrônica dos envolvidos. Um outro diferencial é a acessibilidade possibilitada a todos os funcionários envolvidos, independentemente de seu grau de instrução. Este trabalho apresenta as diretrizes norteadoras do modelo de automação proposto e sua logística de implantação, citando as diversas tecnologias existentes e possíveis de serem aplicadas na automação dos serviços da administração pública; exemplifica a possibilidade de automação na administração pública com a sistemática de trabalho implantada no Departamento de Edificações do Município de São Paulo. A metodologia proposta revela a ocorrência de reduções consideráveis nos prazos e custos finais dos serviços executados, na confiabilidade dos resultados, na qualidade da apresentação do produto final de forma padronizada e, principalmente, no poder de gestão que o processo propicia aos gestores de todos os níveis hierárquicos. Outra grande vantagem do sistema é que ele se adapta a qualquer situação de trabalho, seja ela técnica ou administrativa, interpondo dados de áreas afins, sempre que necessário, e proporcionando resultados que podem ser utilizados desde a gestão superior até sua disponibilização para a população, via Internet ou sala de situação. Além disto, a atualização automática de dados possibilita agilidade em possíveis correções de rumo, aspecto especialmente valioso em momentos críticos da administração, como situações de calamidade, em que as respostas devem ser rápidas em função dos problemas apresentados e das cobranças realizadas pela imprensa e pela população, em geral. / In this paper is presented a model of automation to be implemented in government departments, in order to streamline the procedures of the bureaucracy necessary to their achievement, contributing to a change of view of users regarding administrative delays disclosed. For this purpose, the objective of the model is to decrease the time between data collection, tabulation and decision-making by the public administrator. The automation concept used is shown by Cícero Couto de Moraes and Plínio Benedito de Lauro Castrucci, understanding the property of their adoption in public administration through the development process. The methodology presented proposes developing parallel and concurrent actions, even considering the serial manner in which they are carried out in the current administration, organized pyramid scheme. Moreover, the model is based on the implementation of a management system a database fed by several actors who carry out various activities in the process, dispensing with the formal signing of all documents and requiring only the identity of the electronic involved. Another difference is made possible accessibility to all employees involved, regardless of their level of education. This work presents the guiding directives of the model proposed automation and logistics deployment, citing the various existing and possible technologies to be applied in the automation of government services; exemplifies the possibility of automation in public administration with the work system deployed in Departamento de Edificações de São Paulo. The proposed methodology reveals the occurrence of significant reductions in time and final costs of the services performed, the reliability of results, quality of presentation of the final product in a standardized, mainly in the power management process that provides managers of all hierarchical levels. Another great advantage of the system is that it adapts to any work situation, be it technical or administrative, filing data from similar areas, where necessary, and providing results that can be used from top management to make it available to the public, by the Internet or through a situation room. In addition, automatic updating of data allows flexibility in possible course corrections, especially valuable aspect of the administration at critical moments, such as disaster situations, in which responses should be faster depending on the problems presented and the charges made by the press and population in general.

In developing countries healthcare reforms are increasingly advocated and implemented in association with global developmental agendas. This thesis analyses the process of health sector reforms in Punjab by looking at the reform drivers, strategies and implementation and examines the elite motivation to reform. Responding to the empirical gap, one underlying objective is to map health sector reforms in Punjab at the primary and secondary level health facilities with respect to drivers, content, design and implementation. Bureaucrats and administrative elite hold a central role in the design and implementation of public management reforms, but in the context of developing countries with political instability and chronic budget deficits; it evaluates how the bureaucratic elites adopt, design and implement reforms. An abductive research approach is used, to investigate Punjab as a case study of health sector reforms at the primary and secondary level health facilities. The organisational context of the study enables the investigation of seven health reform programmes in Punjab, managed and implemented at the provincial and district level. The central argument of the thesis is that the process of reforms in developing countries is a political one. Administrative elites, central to the design and implementation of reforms tend to focus more on the reform trajectory and “what” to implement, and underemphasise implementation. Using data from an in-depth case study of Punjab with two embedded subunits of Lahore and Kasur selected on the basis of urban and rural demographics, this research triangulates between different datasets (bureaucracy, professionals, staff and service users) and documentary sources such as reports, documents, legislation etc. in addition to locating findings and arguments in public management, as a field of literature. The study provides evidence that devolution and the United Nations Millennium Development Goals largely drive health care reform in Punjab. Both reform and development agendas are funded by financial assistance from international financial institutions and donor organisations, and the implementation is top-down with little or no engagement with professionals, staff and service users. There is lack of motivational engagement with professionals and staff, who have no input in decision-making. The reform process lacks citizen engagement (ignorant service user) and accountability from the citizens. The adoption of reform agenda is highly driven by the fact that reforms consistent with global development agendas like UNMDGs bring in funds and resources in economically unstable environment faced by the country in general. Findings suggest that the reform process in developing countries needs to be understood in a much broader context and needs to incorporate the role international organisations play in determining the reform agenda. Reform adoption is highly dependent on the political activity and motivations of the administrative elites. Firstly, the existing models of reform are inadequate and focus on the institutional forces, rather than the individual motivations of the policy makers. Secondly, developing countries facing fiscal and economic stresses as well as unstable political institutions suffer from a skewed power imbalance where the power is concentrated in elites that results in a self-serving bureaucracy. This study contributed to the literature on reform process in developing countries by suggesting implications for research on reforms in the developing world, which includes the political and tactical motivation of the key actors in the reform process.

This empirical research uses interpretative enquiry in order to identify the barriers to school improvement by examining the impact of New Public Management (NPM) on the dual role of the Head Teacher in Scotland. For the purpose of this research staff absence management is employed as a surrogate for the adoption of New Public Management techniques. Three main concepts are covered within the context of this thesis: NPM; staff absence in the public sector and the dual nature of Headship in Scotland. The main frameworks that guide this research are Constructed Grounded Theory (Charmaz), Embedded Multiple Case-Study (Yin), NPM (Hood), Service-Dominant Logic (Vargo and Lusch), Co-production (Ostrom; Osborne et. al. and Pestoff et. al.), New Public Governance (Osborne), Occupational Professionalism and Organisational Professionalism (Evetts). Logic models are central to the cogency of the argument and throughout this thesis the logic models of Old Public Administration, NPM (Hood; 1991) and Service dominant logic (Vargo and Lusch, 2004) are central. Adopting Osborne’s position (2009), that the root of NPM is based on a product-dominant/manufacturing logic, this thesis argues that this logic model is at odds with the occupational professionalism (Evetts; 1994) that exists at the school level, a logic model rooted firmly within a service-dominant logic model. The thesis proffers that it is this clash of logic models that has created a void between the goals of NPM, the organisational professionalism that exists within the case study local authority, and the occupational professionalism found on the ground in practice at the school level. The thesis concludes by stating that NPM has had a damaging effect on the dual role of the Head Teacher in Scotland and offers three main themes to support this original contribution to theory. Firstly, that NPM has failed at the school level in Scotland because of an underestimation of how complex schools are and a systematic failure to understand the complex nature, and high level of variance, within the public service delivery as exemplified through a focus on absence management. Secondly, NPM has had a damaging effect by continually expanding the tasks and responsibilities devolved to the Head Teacher over the last two decades in particular. Finally, NPM has failed at the school level in Scotland because of a systematic failure to understand both the occupational professionalism of the Head Teacher and the service-dominant organisation in which the Head Teacher works.

This thesis is about the impact of the New Public Management (NPM) paradigm on public sector reform in Thailand. The main objective of the thesis is to explore the question of whether Thai public sector reform belongs to the NPM paradigm, especially whether the intentions and contents of policy documents are actually realised in the implementation process. The study commences by reviewing the transformation of public administration to NPM and how this has affected developing countries. In theory, the traditional model of public administration, namely bureaucracy, has been considered as dysfunctional, no longer able to cope with changing circumstances and the new environment. NPM was introduced during the 1980s and 1990s in some rich countries in order to replace the traditional model of public administration. However, there are doubts about the appropriateness of NPM for the public sector in developing countries. The thesis is specifically concerned with Thailand and as a first step delineates the history of public administration and its reform in Thailand including current policies. This includes the introduction of NPM. The remainder of the thesis is comprised of a case study of one ministry in Thailand. Much of the data was collected from semi-structured interviews with officials in the ministry and government agencies responsible for reform. The case study focused on four dimensions of reform: organisational restructure and redesign of internal authority, public culture and values reform, workforce reduction, and internal NPM reform initiatives. The findings were mixed. Some NPM style initiatives such as restructuring of roles and functions were accomplished. However, some areas of NPM have either been partially implemented (downsizing) or not introduced at all (greater competition in public sector). It was also found that some reform initiatives, such as public culture and values reform, fell outside of the NPM paradigm. The research concluded that the NPM paradigm had made limited progress in the Thai public sector.

<p>Service är ett svårdefinierat ord och upplevs på olika sätt beroende på situation och person. Service kan också yttra sig, och erbjudas på olika sätt beroende på organisation. Tanken med uppsatsen var att undersöka hur service genom personlig kontakt upplevs i en offentlig organisation, där service kanske inte direkt förknippas med just den organisationen, nämligen Skatteverket. </p><p>Undersökningen genomfördes på Skatteverkets lokalkontor på Södermalm i Stockholm under våren 2004. Större delen av materialet samlades in på plats genom enkäter, som besökarna besvarade. Vi genomförde också intervjuer med informationschefen, samt använde oss av tryckt material, som tidigare forskning och olika policydokument från Skatteverket. </p><p>Använda teorier beskriver inledningsvis hur den traditionella offentliga förvaltningen är konstruerad och hur den har influerats av olika tankesätt från bl.a. den privata sektorn. Detta har medfört att nya arbetssätt har anammats från privata organisationer, begreppet kallas New Public Management. Vidare beskriver vi vad en tjänst är, hur den kan upplevas av kunden och att det är flera faktorer tillsammans som bygger upp själva tjänsten. Förutom detta påverkar också kundens tidigare erfarenhet och förväntningar hur denne slutligen kommer att uppleva tjänsten.</p><p>Undersökningen visar att Skatteverket, av besökarna, ses som en indrivande och kontrollerande myndighet utan flexibilitet. Därför har besökarna svårt att se de olika serviceåtgärder Skatteverket har gjort för att förbättra sin service. Dessutom anser många att de inte har någon möjlighet att påverka servicen. Vad det gäller det personliga mötet mellan tjänstemän och besökare har Skatteverket lyckats väldigt bra då många besökare var nöjda. Den allmänna bilden av Skatteverket, som helhet, måste förbättras om de vill framstå som en serviceorganisation.</p><p>Resonemang leder in på frågan om en myndighet som Skatteverket kan förena service med kontroll. Detta kan man se ur två synvinklar. Ur medborgarnas synvinkel kan det vara svårt att uppleva Skatteverket som serviceinriktade då det egentligen inte finns någon anledning för dem att vara det. Verksamheten bygger på att administrera skattesystemet, att erbjuda bra service är inte en nödvändighet för detta arbete. Ur ett annat perspektiv kan det vara riskfyllt att säga sig vara en serviceorganisation om förväntningarna sedan inte kan infrias. Det viktiga i relationen mellan medborgare och myndigheten kanske är att Skatteverket står för kompetens, vilket medför att medborgaren kan känna sig trygg i relationen. Om besökaren vid besöket upplever kontakten som positiv, vad gäller bemötande, skulle det mer ses som en bonus. </p>

<p>Abstract</p><p>C-level essay in political science, by Frida Orlinder, spring semester 2008</p><p>Supervisor: Susan Marton</p><p>“Good contracting? – A study of contracting in public procurement regarding the transportation of school children”</p><p>Over the last decades models influenced by the market have been gaining influence in public administration all over the world. New Public Management has been presented as a theoretical ‘shopping basket’ from which concepts can be applied to the administration of municipal services. The purpose of this essay is to investigate in an explorative way how New Public Management (NPM) views contracting and the role of the internal customer in contracting. Based on the normative approach of NPM it would also be possible to distinguish features of ‘good’ contracting. The study will result in a thematic model that will be applied to an empirical example; namely the case of transportation of school children in Grums kommun. The methods applied for this study will be scientific literature, public documents, and interviews.</p><p>The study is guided by two overarching research questions:</p><p>1. How is good management of contracting, from the internal customer, manifested according to NPM (in the literature that has been studied)?</p><p>2. Did Grums Kommun, as an internal customer, meet these criteria for good contracting in their 2006 public procurement of the transportation of school children?</p><p>The results of the study show that good management of contracting from the internal customer manifests itself through competition, targeting and monitoring of results. Grums Kommun, as an internal customer, has not met the NPM criteria of good contracting fully. By answering the purpose the author hopes to contribute to more knowledge on New Public Management, and to give further theoretical approaches to the subject of outsourcing.</p>

<p>Denna uppsats handlar om hur Shared service (SS) inom den offentliga sektorn kan ses som en del av New Public Management (NPM). SS har beskrivits som ett verktyg för att uppnå de egenskaper som karaktäriserats som NPM, och denna uppsats syftar till att se ifall användandet av Shared Service inom den offentliga sektorn kan ses som en del av New Public Management. Genom en fallstudie på Kammarkollegiets Enhet för Administrativ Service har detta genomförts. Sekundärdata i form av rapporter har studerats samt intervjuer med direktören för Enheten för Administrativ Service Håkan Viberg har genomförts. Analysen visar på att detta fall i hög grad uppfyller kriterierna för NPM och motiven för SS, även om vissa skillnader har kunnat identifieras. Detta ger ett bidrag till att SS inom den offentliga sektorn kan ses som en del av NPM.</p>