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The New Public ContractingRegulation, Responsiveness, Relationality$
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Peter Vincent-Jones

Print publication date: 2006

Print ISBN-13: 9780199291274

Published to Oxford Scholarship Online: March 2012

DOI: 10.1093/acprof:oso/9780199291274.001.0001

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Citizens, Consumers, and Public Services

Citizens, Consumers, and Public Services

(p.201) 8 Citizens, Consumers, and Public Services
The New Public Contracting

Peter Vincent-Jones

Oxford University Press

This chapter focuses on the relationships between citizens and consumers on the one hand, and the various public and private bodies involved in the organisation and delivery of public services on the other. It begins by exploring the position of citizens — conceived variously as users, consumers, and customers — in different forms of market, bureaucratic, and quasi-market organisation. It then examines government attempts since the 1990s to connect consumers with public services through the Citizen's Charter and Service First, and the part played by mechanisms of choice, voice, and exit in the reform of public services. Finally, it suggests that economic contracting regimes may represent a temporary stage in the transition towards increasingly privatised forms of service provision.

Keywords:   citizens, consumers, public services, customers, Citizen's Charter, Service First, service provision

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