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

2. 2 1.What public organizations do you know on Aruba? 2.With what public services do you have experience? 3.Can you briefly share these experiences? 4.How do you valid these experiences? 5.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 der Meulen, PhD

4. Basic Scheme Bovens e.a. (2001):24 With thanks to Martijn van der Meulen, PhD

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

6. Discussing organizations DTI SVb FAVI Postoffice

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

8. Distinction Public - Private BZK KNVBPhilips What makes the difference? With thanks to Martijn van der Meulen, PhD

9. Finance Tax Subsidiaries Contribution Market prices Goals General interestPrivate interest profit Authority Vertical orders compulsion Horizontal negotiation agreements Accountability Political: cabinet parliament voters Private: board members shareholders Legal constitution Governmental organizationAssociation Corporation Limited PublicPrivate With thanks to Martijn van der Meulen, PhD

10. Hybrid organizations Housing associations Public broadcast associations (‘publieke omroep’) Schools (public – special – private) University With thanks to Martijn van der Meulen, PhD

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

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

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

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

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

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

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

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

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

22. 22 1.They deal with public responsibilities 2.They have become quite complex and this complexity can be argued from different perspectives Public services are permanently under debate because Gastelaars, 2009: 1-5

23. 23 Who/what is responsible for the changes that affect the various services? Gastelaars, 2009: 1 Socio-cultural changes, e.g.: World wide 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

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. 24 Gastelaars, 2009: 2

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

26. 1. Who is the client? 2. The clients participation 3. The role expectations associated with the ‘organized’ client relationships 4. The predictability of the interventions’ effects 5. The inevitability of moral issues 6. Essentially contradictory bottom lines 26 What are examples of permanent debates about public services? Gastelaars, 2009: 7-8

27. 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. 28 What is the definition of service?

29. 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) Een dienst is een activiteit of een serie activiteiten die min of meer ontastbaar zijn, die meestal geproduceerd worden in interactie tussen klant en dienstverlenend bedrijf door middel van medewerkers, apparatuur en/of systemen (Grönroos, 2000 in Van der AA & Elfring, 2003:11). 29 Definition of service

30. 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). 30 Definition of service

31. 31 What are the specific characteristics of service organizations?

32. 32 Basic characteristics of services 1.Intangibility; 2.Customer interaction 3.Bound to time and place 4.Heterogeneity 5.Person intensity Van der Aa & Elfring, 2003: 13-24

33. 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 34.

35. Assignments: 35 Reminder A1. Mind Map 1. Go to https://bubbl.us and create an account for your personal use.https://bubbl.us 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 miekearuba@hotmail.comjessie.maria@ua.aw before 19 April 2011, 11.00 pm

36. Assignments: 36 Read Chapter 1 and 2 of van der AA & Elfring (2003) Management van dienstverlenende bedrijven 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 vanessapietersz@gmail.com miekearuba@hotmail.comjessie.maria@ua.aw before 21 April 1.00 pm

37. Grading 37 Assignment D1 and D2. Reading questions. Chapter 1 and 3. Gastelaars (individual) (each 2%) (Mandatory Rubrics 0not available 1poor All questions are poor or not correctly answered and grammar and spelling are insufficient 2insufficient The most questions are in-sufficient answered and/or grammar and spelling are insufficient 3sufficient The most questions are sufficient answered; grammar and spelling are sufficient 4good All questions are answered correctly; grammar and spelling are correct; assignment is handed in before due date 5excellent All questions are answered excellently; grammar and spelling are excellent; assignment is handed in before due date

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39. 39 www.ogm-clientbased-thinking.wikispaces.com