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Public administration: From bureaucratic culture to citizen‐oriented culture

1999; Emerald Publishing Limited; Volume: 12; Issue: 5 Linguagem: Inglês

10.1108/09513559910300226

1758-6666

Enrique Claver, Juan Llopis, José Gascó, Hipólito Molina, Francisco José Conca,

Local Government Finance and Decentralization

This paper analyzes how public administration may improve the service it offers to citizens through a suitable organizational culture; for this purpose, it starts by studying the specific features of the culture of public administration. In this respect, it analyzes the existing taxonomies in public administration, the role of culture in these agencies and how a diagnosis of such culture is made. Then, it describes the problems of bureaucratic culture, typical of many public agencies, and briefly describes the features of a public service, citizen‐oriented culture. Finally, it proposes a specific methodology for the modification of a bureaucratic culture into a culture based on the notion of serving the citizen, together with an analysis of when modification is necessary.