1. Innovative approaches: Citizens as Customers? Neil Collins 1

2. End Point Effective government – Clear objectives Aims not rules – High compliance stability – Low cost Integration vs. differentiation 2

3. Critique major shift in many jurisdictions: – from traditional vertically integrated public bureaucracies to decentralized forms: executive agencies partnerships with nonstate partners network-based organizations – more indirect steering mechanisms Conceptualise through NPM narrative but.... 3

4. Public Service Model 19 th century European legacy - civil service: – organised on hierarchical, bureaucratic principles – provided a limited range of services as a direct provider – adhered to the idea that political and administrative matters could be separated – saw administrators purely as instruments for carrying out instructions - matters of policy or strategy being the preserve of political leadership – considered itself a special form of administration: requiring a professional Weberian bureaucracy employed for life, ability to serve all political masters equally 4

5. Soviet Russia For several centuries, Russians famous for number of transactions conduct through unofficial channels. – reliance on unofficial "give-and-take" bribery and blat – informal contacts and personal networks: characterised Soviet Russia. » constant shortages » 'economy of favours’ shadowed overcontrolling centre – puzzle solved: In the history of authoritarian regimes how people survived in an economy of shortage, and how the regime survived under similar constraint 5

6. Post-Soviet society. Post-independence Kazakhstan, use of bribes + personal connections = routine – simultaneously victims/beneficiaries – Systemically + constantly = informal norm reproduceability of corruption rhetoric of "mutual help” no longer used. Government anti-corruption measures: – E-government services; police interrogation video cameras; unifying access points - Population Service Centre – reforming the civil service working harder to uncover corruption encouraging whistle blowing through cash rewards modicum of success but.... – ingenuity rules – same rent seeking in business 6

7. Transferability which specific institutions really work? How are they successfully introduced to work to the desired effect? – unique cultural and historical characteristics – can government be re-engineered? 7