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Inducing a conscious client focus in bureaucracy and banishing the scourge of secrecy and client-subordination from public domain constitute the two major doctrinal emphases of the citizen’s charter initiative. In this book, it has been argued that the traditional bureaucracies, characteristically supply-driven and of a top-down variety, are an unsuitable vehicle for manning a programme which by building strong compulsions for innovation at every level of the ...
Central to the success of any decentralization effort is the orientation of bureaucracy; particularly bureaucracy at the ‘cutting edge.’ It is on the grooming, training, and motivation of the front-line functionaries or the customer-contact employees that the sustainability of a decentralisation plan will to a considerable degree depend. The vitality of the cutting-edge bureaucracy cannot, however, be considered in isolation; the matter ramifies into multiple ...