Public Service Excellence in the 21st Century
This book is a noteworthy contribution in the pursuit of public service excellence for the 21st Century. It places into perspective challenges and issues —the “wicked problems” of our century —that will confront public administration in the coming decades
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E D I T ED BY
Alikhan Baimenov Panos Liverakos
Public Service Excellence in the 21st Century
Alikhan Baimenov • Panos Liverakos Editors
Public Service Excellence in the 21st Century
Editors Alikhan Baimenov Chairman of the Steering Committee Astana Civil Service Hub Astana, Kazakhstan
Panos Liverakos Technical Advisor Astana Civil Service Hub Astana, Kazakhstan
ISBN 978-981-13-3214-2 ISBN 978-981-13-3215-9 (eBook) https://doi.org/10.1007/978-981-13-3215-9 Library of Congress Control Number: 2018965224 © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Singapore Pte Ltd. 2019 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors, and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: © Andrew Brookes / Getty Images Cover design by Fatima Jamadar This Palgrave Macmillan imprint is published by the registered company Springer Nature Singapore Pte Ltd. The registered company address is: 152 Beach Road, #21-01/04 Gateway East, Singapore 189721, Singapore
Foreword
The momentous political, economic and social changes that have taken place in the past 30–40 years, globalisation, increased interdependence among states, as well as rapid scientific and technological progress have all led to the creation of complex and new relationships and networks and new opportunities and challenges that national governance systems are forced to recognise and, in many cases, accept and effectively lead. In this setting, the state has become a less sacred concept and more of a structure intended to provide public services. Furthermore, citizens have become better informed about what is happening in other countries, thus enabling them to assess the performance of their governments when compared against government performance in other countries. In this context, citizens, well aware of the technological innovations that have primarily evolved i
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