Ombudsman and Other Complaint Handling Systems Survey
Author:
Publisher:
Published: 1975
Total Pages: 292
ISBN-13:
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Pulling Strings
Author: Brenda Danet
Publisher: State University of New York Press
Published: 2012-02-01
Total Pages: 393
ISBN-13: 1438400462
DOWNLOAD EBOOKThis is a book about the use of personal influence, protektzia, in Israel. All over the world, in both democratic and socialist societies, there exists some degree of recognition of the rights of citizens to complain about unjust treatment in organizational encounters. While the goals and actual functioning of complaint-handling devices may vary, bureaucratic role relations are ideally governed by the principles of universalism, specificity, and affective neutrality. In fact, patterns of actual behavior frequently differ dramatically from this model, giving rise to practices from bribery and embezzlement to nepotism, patronage, and what is referred to in the United States as "pulling strings." In Israel, protektzia is widespread. This book is a major contribution to the systematic sociological study of this phenomenon. Drawing on the literature on the functioning of public administration around the world, Danet develops a theory about the conditions under which deviations from universalistic norms occur, distinguishing four patterns of organizational culture. The theory is then tested in a case study of bureaucratic encounters in Israel. Danet's fascinating study brings new insights to the debate regarding the cultural contradictions that continue to confront the still-emerging Israeli society. The conclusions and classifications of her theory prove invaluable as well to all those interested iorganizational culture, comparative public administration, and dispute-processing in general.
Real People, Real Problems
Author: Jo Harris-Wehling
Publisher: National Academies
Published: 1995
Total Pages: 314
ISBN-13:
DOWNLOAD EBOOKThrough the Lens of Israel
Author: Joel S. Migdal
Publisher: State University of New York Press
Published: 2012-02-01
Total Pages: 250
ISBN-13: 0791490564
DOWNLOAD EBOOKThrough the Lens of Israel illuminates Israeli history through the use of the author's unique state-in-society approach, and, at the same time, refines, develops, and expands that approach. The book provides a window for the formation of Israeli state and society during the twentieth century, while using the Israeli experience to ask how social scientists can better investigate and understand other societies as well. Three central themes of Israeli history are at the core of the analysis—state formation, society formation, and the mutually constitutive roles of state and society. By analyzing how Israel's state and society continually reconstruct one another, Migdal addresses larger questions with resonance far beyond Israel: How do particular societies and states end up with their distinctive character? How are the rules that shape everyday behavior determined? Who gains from these rules and who loses? And how and when do these rules and patterns of privilege change?
Responsive and accountable?
Author: Great Britain: Parliamentary and Health Service Ombudsman
Publisher: The Stationery Office
Published: 2011-10-25
Total Pages: 60
ISBN-13: 9780102975116
DOWNLOAD EBOOKThis report reveals complaint handling across government to be inconsistent, haphazard and unaccountable, operating without any overarching design, overall standards or common performance framework. This is unhelpful for people who want to change their experience of interacting with a public service by making a complaint. It also means opportunities to improve public services through complaint handling are being missed. There is no shared view across government of the standard of complaint handling that a member of the public can reasonably expect. Complainants may be required to navigate anything between one and four stages of a complaint procedure before 'local resolution' is completed and the complainant can bring their complaint to the Ombudsman. The absence of any clear methodology or machinery to share best practice, or ensure lessons from complaints are learnt across government departments, increases the likelihood of the same mistakes being repeated again and again. The Ombudsman's Principles of Good Complaint Handling are a good starting point for government in the task of ensuring that all departments share an understanding of the importance of fairness, transparency, and accountability. But there is a need for strong leadership from the top, committed to developing a culture across the civil service that values complaints. The report covers the survey of departments, case studies, and gives statistics on complaint handling and the financial costs of poor complaint handling.
The Ombudsman Plan
Author: Donald Cameron Rowat
Publisher: Lanham : University Press of America
Published: 1985
Total Pages: 216
ISBN-13:
DOWNLOAD EBOOK"The Scandinavian countries, long egarded as models of democratic government, have originated a unique agency of government: a special parliamentary officer known as the ombudsman, which might be translated loosely as citizens' defender, grievance man or public watchdog. His job is to receive complaints from citizens about the way they have been treated by government officials, to investigate these complaints and, where he finds them justified, to propose a remedy. When remedial action is not taken, he can publicize the case and report on it to parliament"--pg. iv.
Federal Complaint-Handling, Ombudsman, and Advocacy Offices
Author: Wendy R. Ginsburg
Publisher: DIANE Publishing
Published: 2011-05
Total Pages: 50
ISBN-13: 1437922686
DOWNLOAD EBOOKFederal complaint-handling, ombudsman, and advocacy offices have different forms, capacities, and designations. This report identifies the basic characteristics of these offices, recognizing differences among them with regard to their powers, duties, jurisdictions, locations, and resources, as well as control over them. The report consists of three parts: (1) an analysis of the ombudsman concept and a brief look at which countries around the world have used ombudsmen; (2) a breakdown of the various ways in which federal complaint-handling offices differ; and (3) an identification and description of selected ombudsman-like offices, including specifics on their origins and operations. This is a print on demand edition of an important, hard-to-find report.
Rules and Rights in the Middle East
Author: Ellis Goldberg
Publisher: University of Washington Press
Published: 1993
Total Pages: 296
ISBN-13: 9780295972879
DOWNLOAD EBOOK"As a whole, the book demonstrates that neither the region's overgrown state structures nor the corresponding weakness of autonomous societal organizations can be explained by referring to cultural characteristics of the people in the Middle East or to the precepts of their religions. True explanations, the authors argue, should be framed historically. They pay special attention to the relations among the various groups and regions of the Middle East and to those between the Middle East and western Europe. The authors emphasize the important role played by economic issues and constraints in broadening or narrowing the scope of democracy at various points in time; and finally, they are in agreement in seeing religion and culture of the Middle East not in static and essentialist terms but as dynamic phenomena that grow independently and even in opposition to existing political authorities."--BOOK JACKET.
