Deep Impact for High Impact Agencies? Assessing the Role of Bureaucratic Encounters in Evaluations of Government
21 Pages Posted: 12 Nov 2008
Date Written: September 3, 2003
Public sector reforms often focus on high impact agencies in order to restore trust in government and in the public administration. Using a face-to-face survey on citizens¿ attitudes toward public services, we test what public agencies contribute to citizens¿ general image of government. It is shown that general measures of satisfaction with the functioning of public services contain more than just an evaluation of bureaucratic encounters. Political factors influence this assessment. Service delivery satisfaction on the other hand can to a large extent be explained by referring to citizens¿ image of a series of public services.
Keywords: trust, public services, service delivery, high-impact agencies, public opinion, public sector reform
JEL Classification: D73, N40, H1
Suggested Citation: Suggested Citation
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