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The Service Delivery Environment

The Service Delivery Environment. Solid State: Vertically Integrated Supply Chain. Hollow State: Networked or Contracted Supply Chain. Nonprofit. 2%. Private Firm. 6%. Other Government. 9%. Joint. 20%. Direct. 63%. Percentage of Services Delivered by Mode 1992 (ICMA). Nonprofit.

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The Service Delivery Environment

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  1. The Service Delivery Environment

  2. Solid State: Vertically Integrated Supply Chain

  3. Hollow State: Networked or Contracted Supply Chain

  4. Nonprofit 2% Private Firm 6% Other Government 9% Joint 20% Direct 63% Percentage of Services Delivered by Mode 1992 (ICMA)

  5. Nonprofit 2% Private Firm 7% Other Government 8% Joint 21% Direct 62% Percentage of Services Delivered by Mode 2002 (ICMA)

  6. Service Delivery Environment: Participants & Stakeholders • Clients / Service Recipients • Competitors • Partners / Collaborators • Suppliers • Overseers / Regulators • Arrangers / Assemblers

  7. Service Delivery Environment Dynamics • Competition • Collaboration and Networking • Change and Instability (e.g. client composition, regulation, legal requirements)

  8. Network Governance Recommendations (Milward and Provan, 2000) • Clear principal-agent relationships • Principals should be producers as well as purchasers • Relationships should be long-term (e.g. long-term contracts) • Resources are often necessary, but insufficient to guarantee desired outcomes

  9. Mission and Goals • Stakeholders • Dynamics (Threats and Opportunities)

  10. Stakeholders • Players • Context Setters • Subjects • Crowd

  11. Matching Governance Mechanisms with Stakeholders / Dynamics • Public vs. Private? • Clear Accountability Relationships? • Long Term Relationships? • Resources?

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