Includes many new case studies (called Policy and Practice Boxes). The data and scholarship has been thoroughly revised throughout. Major revisions to Chapter 8 include new sections on Authentic Leadership and the Lean Six Sigma management model.

Urban Service Delivery

Chapter 7 urban service delivery

Good urban management depends on well-trained personnel, sound decision-making practices and valid analytical techniques. And this is particularly true when it comes to the key role of local governments—the development of programs and the delivery of services. Providing services has always been a major function of local governments, but in recent years governments have directed an even greater concern on service delivery, as budgetary pressures have forced city officials to reshape or end programs and to find ways to operate more efficiently.

Some of the most vital services provided by any level of government are the responsibility of municipalities, and these activities consume a great deal of urban managers’ time and attention. Urban service delivery is not particularly ...

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