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dc.titleGovernments that Serve: Innovations that Improve Service Delivery to Citizens
dc.contributor.authorFarias, Pedro
dc.contributor.authorGoldsmith, Stephen
dc.contributor.authorFlumian, Maryantonett
dc.contributor.authorMendoza, Gustavo
dc.contributor.authorWiseman, Jane
dc.contributor.authorPorrúa, Miguel
dc.contributor.authorCastillo Paez, Paula
dc.contributor.authorGarcía de Alba Díaz, Ana Catalina
dc.contributor.authorZanabria, Gustavo
dc.contributor.editorFarias, Pedro
dc.contributor.orgunitInnovation in Citizen Services Division
dc.coverageThe Caribbean
dc.coverageLatin America and the Caribbean
dc.coverageCentral America
dc.coverageSouth America
dc.date.available2016-11-23T00:00:00
dc.date.issue2016-12-01T00:00:00
dc.description.abstractHistorically, the difficulty to innovate has been raised as an inherent characteristic of the public sector. However, many governments are changing how they interact with citizens based on innovative practices that challenge traditional fragmentation, complexity, and managerial weaknesses of public service delivery. This publication presents lessons learned from case studies based on a common analytical framework, which leads to the identification of three important drivers of innovation in services: integrate, simplify, and manage. It analyzes how some governments succeed in coordinating the use of information and communication technologies, regulatory tools, and management models to deliver better services. Also, recognized experts present findings of international experience and provide recommendations for decision makers interested in placing the needs of citizens at the center of their actions.
dc.format.extent108;116;120
dc.identifier.doihttp://dx.doi.org/10.18235/0012840
dc.identifier.urlhttps://publications.iadb.org/publications/english/document/Governments-that-Serve-Innovations-that-Improve-Service-Delivery-to-Citizens.pdf
dc.identifier.urlhttps://publications.iadb.org/publications/spanish/document/Gobiernos-que-sirven-Innovaciones-que-están-mejorando-la-entrega-de-servicios-a-los-ciudadanos.pdf
dc.identifier.urlhttps://publications.iadb.org/publications/portuguese/document/Governos-que-servem-Inovações-que-estão-melhorando-a-prestação-de-serviços-aos-cidadãos.pdf
dc.language.isoen
dc.mediumAdobe PDF
dc.publisherInter-American Development Bank
dc.subjectPublic Service
dc.subjectGovernment Accountability
dc.subjectInformation and Communication Technology
dc.subjectInnovation
dc.subjectGovernance
dc.subjectCitizen Participation
dc.subject.jelcodeO38 - Government Policy
dc.subject.jelcodeH11 - Structure, Scope, and Performance of Government
dc.subject.jelcodeO20 - Development Planning and Policy: General
dc.subject.jelcodeH49 - Publicly Provided Goods: Other
dc.subject.jelcodeO30 - Innovation • Research and Development • Technological Change • Intellectual Property Rights: General
dc.subject.keywordsprestação de serviços;prestación de servicios;cidadãos;ciudadanos
idb.identifier.pubnumberMonographs
idb.operationRG-T2111
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