Public service supply chain management: A study of Australian employment services

Abstract

To continuously improve public service provision has been a stated goal of governments worldwide. Despite the increasing popularity of systems approaches to analysing public service delivery, research into the topic from a supply chain management (SCM) perspective, while acknowledged for its potential contribution to improving public service delivery, remains underdeveloped. This study, utilising a service SCM model as an analytic framework, explores how the performance of public services can be traced back to the effectiveness of service providers’ management of their supply chains. As evidenced by data collected via interviews and observations of best-performing agencies under Australia's ..