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A value‐creating model for effective policy services

Allan Behm (International Policy Division, Australian Defence Headquarters, Canberra, Australia)
Lynne Bennington (Graduate School of Management, La Trobe University, Melbourne, Australia)
James Cummane (Value Creation Group, Melbourne, Australia)

Journal of Management Development

ISSN: 0262-1711

Article publication date: 1 April 2000



Policy services have generally escaped performance evaluation techniques. Traditionally, the evaluation of the quality of policy services has been internally driven, and has tended to rely on definitions and process practices determined by the service provider rather than customer definitions of value. In this study, customers of policy services (ministers, ex‐ministers, department secretaries and key advisers) were asked what the ideal characteristics of policy services were and what would create value. On the basis of customer values, an integrated four level model of policy service provision was developed. This model potentially provides guidance for the development and evaluation of policy services and should lead to greater customer satisfaction.



Behm, A., Bennington, L. and Cummane, J. (2000), "A value‐creating model for effective policy services", Journal of Management Development, Vol. 19 No. 3, pp. 162-178.




Copyright © 2000, MCB UP Limited

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