Market research, accountability, outcome focus and service standards. How market research has significantly improved the reformation of the Australian government public sector

Natalie Wearne, Catherine Argall and Peter Bycroft

Market research plays a significant role in the new business practices of the Australian government public sector.

Market Research, Accountability, Outcome Focus and Service Standards

How Market Research has Significantly Improved the Reformation of the Australian Government Public Sector

Peter BycroftCorporate Diagnostics Pty Ltd, Australia

Catherine ArgallChild Support Agency, Australia

Natalie WearneCorporate Diagnostics Pty Ltd, Australia

INTRODUCTION

Like its overseas compatriots, since the mid-1980s the Australian government public sector has been quality assured, restructured, re-engineered, downsized, continuously improved, de-layered, reinvented and performance managed through the balanced scorecard. In some cases these changes have been tokenistic, while in many they have been a source of frustration for public sector employees – exhausted from guru-driven management,...

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