“…Though a notoriously complex and difficult topic of study, effective management improves government service delivery (Hill & Lynn, 2004;Hou, Moynihan, & Ingraham, 2003;Knott & Payne, 2004;Meier, O'Toole, & Nicholson-Crotty, 2004; for a review, see Boyne, 2003). The public management literature identifies a range of managerial tasks and functions necessary for successful service delivery, including: planning and strategizing; decision-making; budgeting and mobilizing financial resources; managing human resources (e.g., motivating, communicating, negotiating, bargaining); evaluating and tracking service quality (e.g., identifying perform-ance measures, monitoring); and managing across organizational boundaries (Perry, 1996;Rainey, 1991;Starling, 1998;Stillman, 1996).…”