700 word min/ap
- How has government responded to citizens as customers?
- How is point-of-contact accountability measured and managed, and how can it be improved?
references:
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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