Shifting from asset dominant to service centric delivery systems: engaging users and communities

Wiewiora, Anna, Keast, Robyn L., Brown, Kerry A., & McGeoch, Mary (2013) Shifting from asset dominant to service centric delivery systems: engaging users and communities. In 17th International Research Society for Public Management (IRSPM XVII) : Public Sector Responds to Global Crisis, 10 – 12 April 2013, Prague, Czech Republic.

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Research and practice has observed a shift toward service-oriented approaches that depend on input from users and community as co-producers of services. Yet, in delivering public infrastructure the focus is still on assets rather than services. The contribution of external stakeholders in the co-production of public services is still limited. Using the Policy Delphi with a panel of experts, we found that although practitioners understand the need for asset management to follow the service approach, guidelines and policies still lack that service-centric perspective. Findings revealed a range of obstacles to effective service delivery, related to the sub-optimal involvement of stakeholders’, asymmetric levels of power, the lack of accountability, transparency and availability of government, and the lack of genuine consultations between government and stakeholder groups. The paper concludes by offering directions and strategies for asset managers and policymakers to support and reconnect disengaged government-citizen relations for optimal service delivery outcomes in asset management.

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ID Code: 63717
Item Type: Conference Paper
Refereed: No
Additional URLs:
Keywords: Asset Management, Infrastructure, Service Delivery, Stakeholders
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Business and Management not elsewhere classified (150399)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2013 [please consult the author]
Deposited On: 27 Oct 2013 22:44
Last Modified: 06 Jan 2014 04:31

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