New Public Service Approach : Meaning and Features

New Public Service (NPS) Approach: Meaning and Features

The New Public Service (NPS) is a governance model introduced by public administration scholars Janet V. Denhardt and Robert B. Denhardt in their book “The New Public Service: Serving, Not Steering” (2003). The NPS approach emphasizes the role of public servants as facilitators and stewards of democracy, focusing on citizen engagement, collaboration, and ethical leadership. It contrasts with the New Public Management (NPM) model, which treated citizens more as customers and emphasized efficiency, privatization, and market-based mechanisms in public service.

Meaning of New Public Service (NPS)

New Public Service is a citizen-centered model of governance that views the role of public servants as partners and facilitators in democratic governance, prioritizing public interest, community engagement, and shared decision-making over the traditional managerial focus on efficiency and control. Instead of merely “steering” (as in NPM), NPS encourages public administrators to “serve” by fostering collaboration between government and citizens, ensuring that public policies and services reflect the community’s needs and values.

NPS represents a shift towards participatory governance, where citizens play an active role in decision-making, and public officials work to build trust and partnerships with communities.

Features / Characteristics of New Public Service

1. Serving Rather Than Steering
   • The fundamental principle of NPS is that public servants should serve the public interest rather than “steer” society based on market-like mechanisms. Unlike the New Public Management (NPM) model, which focuses on the efficiency of service delivery, NPS encourages public officials to engage with citizens to understand their needs and act as partners in democratic governance.
2. Citizens as Co-Creators
   • NPS views citizens as co-creators of public value, not just customers of public services. Public administrators are expected to collaborate with citizens, empowering them to participate in the design and implementation of policies and programs. This participatory approach ensures that public services are aligned with the values and needs of the community.
3. Emphasis on Public Interest
   • In contrast to NPM’s focus on economic efficiency and market-driven solutions, NPS emphasizes that the primary goal of public administration is to serve the public interest. Public policies and services should aim to improve the collective well-being of society, rather than just achieving short-term efficiency or individual benefits.
4. Democratic Governance and Civic Engagement
   • NPS promotes democratic governance, where decision-making is inclusive and participatory. It encourages public administrators to actively seek input from citizens, communities, and stakeholders and to create channels for continuous dialogue. Civic engagement is seen as essential to building trust and legitimacy in government actions.
5. Collaboration Over Competition
   • Instead of emphasizing competition and market-based solutions, NPS advocates for collaborative governance. Public administrators are expected to work with various stakeholders, including other government agencies, non-profits, businesses, and community organizations, to develop collective solutions to public problems. Collaboration helps create a shared sense of responsibility and ensures that diverse perspectives are considered.
6. Accountability Beyond Performance Metrics
   • NPS argues that accountability in public service should go beyond narrow performance metrics like efficiency, cost-effectiveness, or output. Instead, accountability should also include ethical responsibilities, citizen satisfaction, and the impact of decisions on the public good. Public officials must be accountable not only to managers and politicians but also to the public they serve.
7. Ethical Leadership
   • Public administrators in the NPS model are expected to exhibit ethical leadership by prioritizing integrity, fairness, and transparency in their actions. Ethical considerations and values are central to decision-making, ensuring that policies are just, equitable, and serve the common good.
8. Public Service as a Value-Based Profession
   • NPS sees public administration as a value-based profession that is deeply rooted in the democratic values of justice, equity, and citizenship. Public servants are not just managers but guardians of public trust. They are responsible for upholding democratic principles and ensuring that government actions reflect societal values.
9. Encouraging Active Citizenship
   • NPS encourages the development of active citizenship, where citizens are not passive recipients of services but are actively involved in the decision-making process. Public administrators must create opportunities for citizens to engage meaningfully, such as through public consultations, advisory boards, or participatory budgeting.
10. Building Public Trust
    • Trust between citizens and government is a core aspect of NPS. By promoting transparency, ethical behavior, and public engagement, NPS seeks to strengthen public trust in government institutions. When citizens feel that their voices are heard and their concerns addressed, trust in the system increases.
11. Human-Centered Approach
    • NPS emphasizes a human-centered approach to governance, recognizing the importance of empathy, compassion, and understanding in public service. Public servants are encouraged to interact with citizens not as customers or clients, but as partners, focusing on building relationships and addressing the real human needs behind policy issues.
12. Long-Term Public Value Creation
    • Unlike the NPM’s focus on short-term efficiency gains, NPS prioritizes the creation of long-term public value. This means that public servants must consider the long-term social, environmental, and economic impact of their decisions and work towards sustainable solutions that benefit future generations.

Key Differences Between New Public Service and New Public Management

Conclusion

The New Public Service (NPS) model represents a shift from the managerial, market-driven approach of New Public Management to a democratic, citizen-centered approach. It emphasizes the role of public servants as facilitators of public dialogue, advocates of social equity, and stewards of democracy. NPS prioritizes collaboration, civic engagement, ethical leadership, and public interest over mere efficiency and cost-effectiveness, making it a more holistic and inclusive approach to governance in the 21st century.