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Instructor Class Description

Time Schedule:

Howard E. Mccurdy
PB AF 508
Seattle Campus

Management Approaches to Service Delivery

Class description

Service delivery refers to the point at which governmental policies meet the public at large. The policies may be delivered by people working for governmental agencies, non-profit organizations, or for-profit corporations. The people who carry out these policies are often characterized as “street-level� officials. They may be public safety workers, educators, social workers, physicians, foresters, rangers, building inspectors, air traffic controllers, and a variety of associated occupations. Such individuals are often characterized by the high degree of discretion they possess in carrying out their work.

This course deals with the challenges of designing public policies in such a manner that street-level officials carry out those policies with their intended effects. As such, it is an advanced-level management course building on the general administrative lessons contained in the core. Students approach the subject by reading book and article selections and preparing business plans.

Student learning goals

To show students how to develop a business plan that provides for the effective and economical delivery of public goods and services at the level where citizens encounter government.

To acquaint students with concepts and research findings most relevant to the design of service delivery mechanisms

To build on concepts and activities taught in core courses in public policy and administration in such a way as to help students enlarge the skill sets that support higher leadership responsibilities in public service careers.

General method of instruction

Recommended preparation

Class assignments and grading

Working individually or in groups, students are asked to complete a business plan for the delivery of a public service of their choice through a public, non-profit, or for-profit organization. Students will be asked to write two memoranda assessing the challenges contained in two of the case studies used in class or identified under further reading. Students should complete all readings, attend class, and participate in the evaluation of business plans. Grades will be based on the business plan (50 percent), the two written memoranda (15 percent each), and class preparation and participation (20 percent).


The information above is intended to be helpful in choosing courses. Because the instructor may further develop his/her plans for this course, its characteristics are subject to change without notice. In most cases, the official course syllabus will be distributed on the first day of class.
Last Update by Lauren E. Jackson
Date: 11/26/2012