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Full-Text Articles in Urban Studies

Assessment Of Public Sector Service Quality: Gauging Experiences And Perceptions Of Racial Profiling, Aaron C. Rollins Jr. Jun 2019

Assessment Of Public Sector Service Quality: Gauging Experiences And Perceptions Of Racial Profiling, Aaron C. Rollins Jr.

Journal of Public Management & Social Policy

The absence of a culturally competent public sector workforce has led to increased public scrutiny and heightened levels of distrust. In the field of public safety, this is particularly important due to the sensitive nature of the task performed and the historically strained relationships that exist between racial minorities and law enforcement. Using national survey data to gauge the prevalence of citizen’s experiences and perceptions of racial profiling, this research reveals significant discrepancies amongst minorities and their white counterparts. In response, this research encourages public officials and agencies to eliminate inconsistencies in their interactions with the citizenry as a ...


Municipal Diverging From “Bureaucracy:” A Case Study Of Organizational Image In Housing Services, Shawn T. Flanigan Ph.D. Jun 2019

Municipal Diverging From “Bureaucracy:” A Case Study Of Organizational Image In Housing Services, Shawn T. Flanigan Ph.D.

Journal of Public Management & Social Policy

This article presents a case study of efforts of a workforce development unit within a local public housing authority to recraft its image as separate from the larger housing authority, in order to better attract participants to its optional supportive services. Using qualitative interview data with Section 8 voucher recipients and public housing authority staff, and descriptive quantitative data from a larger dataset, and drawing on theories of street-level bureaucracies and agency-client interactions, the case study finds that service recipients perceive the housing authority as a largely compliance-oriented organization that is overly bureaucratic, excessively regulating of private spheres of family ...