Revolution in public service delivery

The quality approach has now become a familiar trend which is injecting a fresh impetus into the world economy. It would be unfathomable for this world-wide move towards quality to be ignored in modern public administration. The move from the tradition of an authoritarian administration, towards a service oriented administration is the principal element of administrative modernization today. The objective of creating such a responsive administration, which is attuned to the citizen's perspective, is the major characteristic of the reform movement of the new public administration as it approaches the 21st century. Service quality initiatives relate to enhancing the public sector by making it more responsive. Service quality initiatives change the public's perception of public services, the way public servants interact with the public, the way the public service is organized and delivered, and the types of services provided.