New development: Strategic user orientation in public services delivery—the missing link in the strategic trinity?

Abstract

ABSTRACT This article explores the application of strategic planning and management to public service organizations (PSOs). It argues that the impact of these approaches has been limited by the absence of an underlying strategic orientation towards value creation that would provide a value base upon which to embed these approaches within PSOs. It argues further for such an orientation to privilege the need for public services to add value to the lives of citizens and service users and not to focus solely upon internal measures of efficiency and performance.