Relationships with Citizens in Public Management: A Study at the Largest Spanish Town Halls

Abstract

Abstract:The present paper provides an analysis of the relationships between citizens' participation and satisfaction in the context of Spanish local administrations; attention will equally be paid to the links between organisational size and participation and satisfaction levels. With these aims in mind, we examine the results of a survey questionnaire that was answered by 388 Human Resources (HR) managers from the largest Spanish Town Halls.The foundation for this paper stems from the change of paradigm which has taken place within the framework of public management towards New Public Management during the last few years. Amongst other things, this paradigm implies a new type of relationship between public administrations and citizens where the passive role of the latter as addressees of services in a situation of subordination is going to be replaced by a more active role performed in a context of greater equality. In this respect, a claim is made both to increase the degree of participation of citizens in public decisions and to ensure the delivery of public services which meet citizens' needs.