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Medborgare, försäkringstagare eller kund?: En studie om New Public Management hos Försäkringskassan
Dalarna University, School of Education, Health and Social Studies, Political Science.
2014 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

New Public Management (NPM) is an umbrella term over a number of processes for management and steering of the public sector. In Sweden NPM was implemented stepwised in the public administration during the 1980s and forward. This paper aims to study the implementation of NPM in the Swedish public administration. The research object of this paper is the Swedish authority Försäkringskassan and the purpose is to examine their implementation of processes of management and steering that can be traced to NPM and whether the administrators believes that the processes has an effect of their relationship to the citizens. Försäkringskassan is one of the largest authoritys in Sweden whit approximately 13500 employees and is one of Swedens most important welfare producers. Through a qualitative study consisting of document studies and interviews examined the research problem. The interviews were conducted in one of Försäkringskassans office in a city in Sweden. The respondents of the interviews were administrators of parental insurance. The document studies presented that Försäkringskassan is an authority that carried out several major reorganizations since year 2003. From 2003 Försäkringskassan has worked with a balanced scorecard, performance management, performance measurement and they had also standardized the law application. The scorecard has since become increasingly detailed for group units as well as individual units. In 2013 Försäkringskassan replaced the balanced scorecard whit a new management structure called LEAN. Something that has become more prominent from 2003 and forward is the way to describe the citizens as customers. In the interviews the respondents testified about the increase of the performance management and the performance measurement, they also mentioned that the authority renamed the citizens to customers and that the authority became more flexible. Although the administrators testify that the use of the customer concept is problematic they don’t think it affects their relationship to the citizens.

Place, publisher, year, edition, pages
2014.
Keyword [sv]
Försäkringskassan, New Public Management, närbyråkrat, målstyrning, prestationsmätning, kund och flexibilitet.
National Category
Political Science
Identifiers
URN: urn:nbn:se:du-15956OAI: oai:DiVA.org:du-15956DiVA: diva2:750021
Available from: 2014-09-26 Created: 2014-09-26 Last updated: 2014-09-26Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • chicago-author-date
  • chicago-note-bibliography
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf