Public Service Delivery – An Integrative Framework

  • Anjula Gurtoo
  • Colin Williams


This section consolidates the lessons from the 16 chapters into a comprehensive list of interactional elements that propose a more optimal service delivery scenario for developing countries. The consolidation highlights some known and some not-so-known elements as inputs and moderators for an enhanced public service experience. For example, the knowledge and ideology of the delivering agency, the mental readiness of the population to accept enhanced services, and technology acceptance of the population are some of the not-so-known elements that have emerged as significant inputs for a good public delivery system. These and other inputs are seen to be moderated by several critical issues, for example, the evaluation parameters decided for the service, the market readiness to receive and expand the service, and agency capability for learning and transferability of experience. These inputs and moderators together, consequently, provide for an enhanced public service delivery scenario for developing countries.


Service Delivery Public Service Social Entrepreneurship Private Partnership Private Agency 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer India 2015

Authors and Affiliations

  1. 1.Department of Management StudiesIndian Institute of ScienceBangaloreIndia
  2. 2.Management SchoolUniversity of SheffieldSheffieldUK

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