This handbook proposes a paradigm shift in public service. Traditional
public services that prioritize the input permeated with rules and regulations in order
to guarantee the legitimacy, accuracy, and equitability of public services have been
transformed to objective achievement, output, outcome, and value for money of
public services, including service quality and customer satisfaction. The handbook
describes five procedures of Citizen-centered public service which are customer and
stakeholder identification, public service identification, customers’ or stakeholders’ needs
and wants surveys, administrative resource identification, and public service quality
improvement. (Office of the Public Sector Development Commission, 2006c)