Vice-President launches book co-authored by Julius Debrah and Professor Robert Hinson

According to the authors, the true measure of public sector performance lies not in institutional self-assessment but in the quality of services experienced by citizens.

It advocates redesigning public services around citizens' needs, investing more in frontline staff, restructuring the journey citizens undertake in accessing public services and evaluating institutional performance based on users' experiences rather than internal administrative indicators.

The marketing professor said accountability must become an indispensable feature of public administration, adding that sanctions for poor performance should be enforced consistently, while excellence should be recognised and rewarded to encourage positive behavioural change across the public service.