Public service provision and citizen/customer orientation in new public management approach

With its incapability on giving priority to expectations and its inefective structure, the traditional public administration approach started being unable to create solutions for social issues and generating new administrative problems, thus societies begun to seek new solutions. Therefore, to the literature, a new managerial approach named New Public Management has begun to settle with the New Right approaches spread in 1980's. This new management approach relies on the argument benefiting from rationality of free market and private sector business principles and emphasizes the terms like minimazing state activites, decentralization, privatisaiton, providing competitive, fast and high quality services and trancparancy. And one of the most important of them is citizen/customer orientation. This term, describing that just as private sector's depending on its clients, public sector also need to see citizens like customers on public service provision and determine service policies relying on demands and expectations, is a positive manner in regards to defining public needs correctly and supplying them. On the other hand, some factors must be taken into account in point of implementing this manner as it is got to be. Here in this study, positive aspects of citizen/customer orientation are given coverage and especially trying to determine what potential factors can be obstructing to reach these positive aspects.