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Welcome. Client based thinking. Unit 2 The public services are under debate Mieke de Droog, M.A. 19 April 2011. What public organizations do you know on Aruba? With what public services do you have experience? Can you briefly share these experiences?

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  1. Welcome Client based thinking. Unit 2 The public services are under debate Mieke de Droog, M.A. 19 April 2011

  2. What public organizations do you know on Aruba? • With what public services do you have experience? • Can you briefly share these experiences? • How do you valid these experiences? • What have you already learned about public organizations in the former classes?

  3. Distinction Public - Private • Public Administration (‘overheid’) • Government • General administration • Civil society (‘middenveld’) • Private/business sector (‘bedrijfsleven’) With thanks to Martijn van derMeulen, PhD

  4. Basic Scheme Bovense.a. (2001):24 With thanks to Martijn van derMeulen, PhD

  5. Object of PA With thanks to Martijn van derMeulen, PhD

  6. Discussing organizations • DTI • SVb • FAVI • Postoffice

  7. Spheres or domains Business State Civil society With thanks to Martijn van derMeulen, PhD

  8. Distinction Public - Private • BZK KNVB Philips • What makes the difference? With thanks to Martijn van derMeulen, PhD

  9. With thanks to Martijn van derMeulen, PhD

  10. Hybrid organizations • Housing associations • Public broadcast associations (‘publiekeomroep’) • Schools (public – special – private) • University With thanks to Martijn van derMeulen, PhD

  11. Distinction Public - Private • The distinction is relative • Less or more • All organizations are public With thanks to Martijn van derMeulen, PhD

  12. Mapping society (1) Business State Civil society With thanks to Martijn van derMeulen, PhD

  13. Mapping society (2) State Business Civil society Relative sizes of domains can differ. With thanks to Martijn van derMeulen, PhD

  14. Mapping society (3) Civil society Business State State Civil society Business Configuration With thanks to Martijn van derMeulen, PhD

  15. Mapping society (4) Nationalization Business State ‘verstatelijking’ Civil society Trends With thanks to Martijn van derMeulen, PhD

  16. Mapping society (5) Privatization Business State Autonomization Civil society Trends With thanks to Martijn van derMeulen, PhD

  17. Mapping society (6): Netherlands Health Care Education Housing Welfare Transport (bus) Utilities (EC) State Civil society Business EDU HA Util Trans HC With thanks to Martijn van derMeulen, PhD

  18. Assignment: Mapping Aruba State • Elements: • Size • Configuration • Trends Civil society Business With thanks to Martijn van derMeulen, PhD

  19. Final remarks Public tasks are not fixed: What tasks the government should perform and how the government organizes them, is the (preliminary) result of a socio-political debate. • Depends on convictions on humanity and society • Depends on time and context • No universal answer • Make an (ongoing) argument With thanks to Martijn van derMeulen, PhD

  20. Final remarks • Core tasks: political debate • Depends on convictions on humanity and society • No universal answer(s) • Make an (ongoing) argument With thanks to Martijn van derMeulen, PhD

  21. Why are the services in and around the public domain permanently under debate?

  22. Public services are permanently under debate because They deal with public responsibilities They have become quite complex and this complexity can be argued from different perspectives Gastelaars, 2009: 1-5

  23. Who/what is responsible for the changes that affect the various services? Socio-cultural changes, e.g.: • Worldwide migration movements • The global impact of the internet • The rationalizing efforts of the New Public management • Introduction of IT • All other aspects of contemporary rationalization • The various individualizing tendencies of our society Gastelaars, 2009: 1

  24. What is the book’s ultimate aim? To make sense what is going on inside these various services in and around the public domain. To show how day-to- day activities are affected by these general societal changes, but that during these reconstructions these services should continue their “business “ uninterrupted. Gastelaars, 2009: 2

  25. Can you mention some examples of what is going on in the media about the public services on Aruba?

  26. What are examples of permanent debates about public services? Who is the client? The clients participation The role expectations associated with the ‘organized’ client relationships The predictability of the interventions’ effects The inevitability of moral issues Essentially contradictory bottom lines Gastelaars, 2009: 7-8

  27. What does Gastelaars mean/intend with the multi-perspective approach and why does she choose for this approach? • The perspective of • The (new) service manager • Service professionals • Clients; • She considers all three perspectives important for the services Gastelaars, 2009: 2

  28. What is the definition of service?

  29. Definition of service Services are organizations whose principle function is to protect, maintain or enhance the personal well-being of individuals by defining, shaping, or altering their personal attributes (Hasenfeld 1983:1 in Gastelaars, 200: 6) Eendienst is eenactiviteit of eenserieactiviteitendie min of meerontastbaarzijn, die meestalgeproduceerdwordenin interactietussenklant en dienstverlenendbedrijf door middel van medewerkers, apparatuur en/of systemen (Grönroos, 2000 in Van der AA & Elfring, 2003:11).

  30. Definition of service An appropriate description of what ‘organized services are about should contain at least three elements: 1. Services are generally organized around a primary process that consists of a series of client contacts that together make up the process of service delivery, as arranged by the organization. 2. The process of service delivery is arranged around one or more specific core services performing specific interventions, with specific aims, in the condition of clients. These core services require an ‘organized’ client relationship involving both the organizations’ service professionals and their clients. 3. Such ‘organized services’ are not only expected to account for organizational values such as effectiveness and efficiency but also for specific core values related to the core service(s) they are to perform. Together these specifications provide their bottom line (Gastelaars, 2009: 7).

  31. What are the specific characteristics of service organizations?

  32. Van derAa & Elfring, 2003: 13-24

  33. Scann van blz 10 Table 1.1. The diversity of services Gastelaars, 2009: 10

  34. . What are the core services of individual services? Mention some (Aruban) examples. What is the core business of voluntary services? Mention some (Aruban) examples

  35. Reminder A1. Mind Map • 1. Go to https://bubbl.us and create an account for your personal use. • 2. Create a Mind Map of the concept client based thinking using bubbl • 3. Save your Mind Map in bubbl • 4. Export it as a JPG image • 5. Give your JPG image your name and the date • 6. Send your first Mind Map in JPG via email to miekearuba@hotmail.com and jessie.maria@ua.aw • before 19 April 2011, 11.00 pm Assignments:

  36. Read Chapter 1 and 2 of van der AA & Elfring (2003) Management van dienstverlenendebedrijven before the next class (unit 3, 20 April) D2. Answer the reading questions of unit 4. Chapter 3. Gastelaars (2009) and send them via email to vanessapietersz@gmail.com, miekearuba@hotmail.com and jessie.maria@ua.aw before 21 April 1.00 pm Assignments:

  37. Grading

  38. Questions?

  39. Thank you for your attention www.ogm-clientbased-thinking.wikispaces.com

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