Strategic user-orientation in public services delivery: The missing link in the strategic trinity?

This paper explores the application of strategic planning and management to Public Service Organisations (PSOs). It argues that the impact of these approaches has been limited by the absence of an underlying strategic orientation that would provide a value-base upon which to embed these approaches within PSOs. It argues further for such an orientation to privelege the need for public services to add value to the lives of citizens and service users and not to focus solely upon internal measures of efficiency and performance.