Organizational change management (1st)

This book focuses on government systems and how they can be improved to bring about high levels of customer satisfaction and lower the cost of government. The text is based on the author's work with the World Bank and the work that still needs to be done in many countries experiencing rapid changes in their economic situations. It is focused on what must be done to develop controls and improvements in government systems to lower costs without decreasing service. It describes what it takes to develop a customer centric government system.