700 word min/ap

  1. How has government responded to citizens as customers?
  2. How is point-of-contact accountability measured and managed, and how can it be improved?


Public Administration in America (11th ed.)

Chapter 9, “Public Policy and Program Implementation” (pp. 374–415)

Chapter 10, “Performance Management in the Public Sector” (pp. 418–459)

Milakovich, M. E., & Gordon, G. J. (2013).

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