Skip to main content

PADM-GP.4111: Managing Service Delivery

Go Search
New Atlas
Atlas, A-Z
Atlas Maps
MPP/MPA Programs
Core Topics
Illustrative Courses
Topic Encyclopedia
Concept Dictionary
Career Tips
Best Practices Project


New York University, Robert F. Wagner Graduate School of Public Service (NYU Wagner)

PADM-GP.4111: Managing Service Delivery (half-semester course)

Description: This course will help students understand the nuances, complexities and challenges of managing the delivery of services for a public purpose. Through the introduction of key concepts, issues, strategies and analytical methods, students will be able to understand the role of public managers in optimizing service delivery at a time when demand is increasing and public resources are growing ever scarcer. Specifically, the course is designed to enable students to:

  • Gain insight into the dynamics of managing services, day-to-day;
  • Understand theories of Organizational Processes and how they apply to the delivery of services to the public;
  • Manage issues related to waiting for the provision of public services;
  • Become familiar with the opportunities and pitfalls of Privatizing public services;
  • Understand how positioning the consumers of public services as customers has the potential to increase accountability;
  • Learn basic concepts of Supply Chain Management and how they apply to the provision of public services.

Faculty: Michael Thomas Duffy

Source: Syllabus downloaded from, 29 January 2014.

Teaching Topics Addressed in this Course, Organized by Public Management Subject


Commentary by the Atlas editors: The class titles in the Syllabus suggest a number of the potential topics to be developed for the Atlas:

  • Serving the Public
  • Managing the Process
  • Managing the Wait for Public Services
  • Contracting Out Public Service Delivery
  • Understanding Supply Chain Management  

Page created by: Ian Clark on 29 January 2014. The content presented on this page, except in the Commentary, is drawn directly from the source(s) cited above, and consists of direct quotations or close paraphrases.





Important Notices
© University of Toronto 2008
School of Public Policy and Governance