Proving that public service excellence is not an oxymoron but an achievable reality, The Three Pillars of Public Management provides a framework, based on the experiences of senior managers and a survey of top-performing public service organizations around the world, for building and sustaining effective public service organizations. The authors find that success in serving the public rests on three pillars: the aim, or mission, of the organization; the character of the people and the institution; and the tools available to achieve the aim. The Three Pillars of Public Management is an important resource for practitioners at all levels of the public service, from central agencies and top national departments to regional, state, or provincial governments and municipalities. With an easy-to-read style, inspiring examples, and a checklist of questions at the end of each chapter the book is a valuable tool for improving the public sector workplace and helping public servants make a difference.
Acknowledgments ix I Learning from the Best 3 2 Studying the Best 17 SECTION I AIM 3 Mission 33 4 Leadership 50 5 Accountability 68 SECTION 2 CHARACTER 6 People 91 7 Communication 105 8 Trust 125 SECTION 3 EXECUTION 9 Management Tools 145 10 Teamwork 158 11 Change Management 176 12 Final Thoughts 197 Appendix A Explorations 213 Appendix B Question Rankings 222 Appendix C Contributors to the Survey 224 Appendix D Research Method and Issues 226 Notes 233 Index 239 About the Authors 245