This book examines the services in and around the public domain, analysing a number of socio-cultural changes relevant to these services, including the rationalising efforts of the New Public Management and the introduction of IT.

Marja Gastelaars is Assistant Professor at the Utrecht School of Governance in the Netherlands.

1. The Services In and Around the Public Domain, 2. Meanwhile, in Society, 3. 'Why are we Here?' Core Services and Client Relationships, 4. The (Re)construction of the Services: (Re)routing the Clients, 5. Whatever it Takes! The Organizational Relevance of professional responsibilities, 6. 'What am I doing here?' The Client Experience, 7. The New Management: About 'Process' and 'Control', 8. Conclusion: Where Are We Now?