Bibliography


Anthony, Larry 2000, Delivering welfare reform, Media release, 16 August.

Aucoin, Peter 1990, ‘Administrative reform in public management: paradigms, principles, paradoxes and pendulums’, Governance, vol. 3, no. 2, April, pp. 115–37.

Aucoin, Peter, Smith, Jennifer and Dinsdale, Geoff 2004, Responsible Government: Clarifying essentials, dispelling myths and exploring change, Canadian Centre for Management Development, Ottawa.

Australian National Audit Office (ANAO) 1997a, Applying Principles and Practice of Corporate Governance in Budget Funded Agencies.

Australian National Audit Office (ANAO) 1997b, Management of the implementation of the Commonwealth services delivery arrangements, Audit Report No. 18, 1997–98.

Australian National Audit Office (ANAO) 1999a, Costing of operational activities and services follow-up audit, Report No. 60.

Australian National Audit Office (ANAO) 1999b, Use and operation of performance information in the service level agreements, Audit Report No. 30, 1998–99, <http://www.anao.gov.au>

Australian National Audit Office (ANAO) 1999c, Planning and monitoring for cost effective service delivery: Centrelink staffing and funding arrangements, Audit No. 43, 1999–2000.

Australian National Audit Office (ANAO) 2000, Planning and monitoring for cost effective service delivery—staffing and funding arrangements, Audit Report No. 43, 1999–2000, <http://www.anao.gov.au>

Australian National Audit Office (ANAO) 2001a, Family and Community Services’ oversight of Centrelink’s assessment of new claims for the age pension, Audit Report No. 34, 2000–01, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2001b, Information and technology in Centrelink, Report No. 39, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2001c, Learning for skills and knowledge—customer service officers, Report No. 9, Australian National Audit Office, Canberra,

Australian National Audit Office (ANAO) 2001d, Management of fraud and incorrect payment in Centrelink, Report No. 26, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2002a, Centrelink’s balanced scorecard, Audit Report No. 9, 2002–03, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2002b, Age pension entitlements: Department of Family and Community Services/Centrelink, Report No. 17, 2002–03.

Australian National Audit Office (ANAO) 2003a, Review of the Parenting Payment Single Program, Report No. 44, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2003b, Business continuity management and emergency management in Centrelink, Report No. 9, Australian National Audit Office, Canberra.

Australian National Audit Office (ANAO) 2005a, Centrelink’s customer feedback systems—summary report, Audit Report No. 31, 2004–05, Commonwealth of Australia, Canberra.

Australian National Audit Office (ANAO) 2005b, Centrelink’s customer charter and community consultation program, Audit Report No. 32, 2004–05, Commonwealth of Australia, Canberra.

Australian National Audit Office (ANAO) 2005c, Centrelink’s customer satisfaction surveys, Audit Report No. 33, 2004–05, Commonwealth of Australia, Canberra.

Australian National Audit Office (ANAO) 2005d, Centrelink’s value creation program, Audit Report No. 36, 2004–05, Commonwealth of Australia, Canberra.

Bardach, Eugene 1998, Getting Agencies to Work Together: The practice and theory of managerial craftsmanship, Brookings Institution Press, Washington, DC.

Barzelay, Michael and Campbell, Colin 2003, Preparing for the Future: Strategic planning in the US Air Force, Brookings Institution Press, Washington, DC.

Bashford, Graham 2000, The new interface between government and the community on social welfare delivery: is it working as hoped?, Paper presented to the Conference on Public and Private Sector Governance in Australia: Exploring the Changing Boundaries, 7 April, Canberra.

Bellamy, C. 1998, Joining-up government—thoughts from the UK, Institute of Public Administration Australia National Conference, pp. 1–11, viewed 7 August 2002, <www.ipaa.org.auhttp://www.ipaa.org.au/>

Bennington, Lynne, Cummane, James and Conn, Paul 2000, ‘Customer satisfaction and call centers: an Australian study’, International Journal of Service Industry Management, vol. 11, no. 2, pp. 162–73.

Blunn, A. 1997a, Building a new department: DSS Australia, Paper presented at the Six Countries Meeting, August, Dublin, Republic of Ireland.

Blunn, A. 1997b, ‘1996 revisited’, Canberra Bulletin of Public Administration, no. 83, February, pp. 34–7.

Blunn, T. 2000, The new interface between government and the community on social welfare delivery: Centrelink, is it working as hoped?, Paper presented to the Conference on Public and Private Sector Governance in Australia: Exploring the Changing Boundaries, 7 April, Canberra.

Bogdanor, V. (ed.) 2005, Joined-Up Government, Oxford University Press, Oxford.

Boston Consulting Group (BCG) 2002, Cost Efficiency Review, 8 October, Boston Consulting Group, Canberra.

Boston, Jonathan and Eichbaum, Chris 2007, ‘State sector reform and renewal in New Zealand: lessons for governance’, in Gerald E. Caiden and Tsai-Tsu Su (eds), The Repositioning of Public Governance: Global experience and challenges, Best-Wise Publishing, Taipei.

Briggs, Lynelle 1996, The $64 million question: how do you bring about substantial organisational change?, Paper presented to Conference on Challenges and Opportunities: The next phase of public sector reform, 3 September, Rydges Hotel.

Brown, P. and Rowlands, D. 1995, ‘Implementation of policy: some perspectives from recent experience in the Department of Social Security’, Social Security Journal, December, pp. 3–23.

Brunsson, Nils and Olsen, Johan P. 1993, The Reforming Organization, Fagbokforlaget, Bergen.

Bryson, J. M. 1995, Strategic Planning for Public and Non-Profit Organizations, Revised edition, Jossey-Bass, San Francisco.

Carlton, J. J. 1986, ‘Privatisation and deregulation’, Canberra Bulletin of Public Administration, vol. XIII, no. 3, pp. 199–204.

Centrelink 1997, Centrelink Strategic Framework, 1997–2002, Canberra.

Centrelink 1998a, Centrelink Annual Report 1997–1998, Commonwealth of Australia, Canberra.

Centrelink 1998b, Our Business Our Future. Centrelink Strategic Framework, 1998–2003, September 1998, Canberra.

Centrelink 1998c, Strategy in Centrelink, Speaking notes, Strategic Services Team, August 1998.

Centrelink 1999a, Centrelink Annual Report 1998–1999, Commonwealth of Australia, Canberra.

Centrelink 1999b, Submission to the Welfare Reform Review, December 1999.

Centrelink 2000a, Centrelink Annual Report 1999–2000, Commonwealth of Australia, Canberra.

Centrelink 2000b, Board talk 2000, Unpublished Centrelink internal document.

Centrelink 2001a, Centrelink Annual Report 2000–2001, Commonwealth of Australia, Canberra.

Centrelink 2001b, Centrelink Strategic Framework, 2001–2006, Canberra.

Centrelink 2001c, Corporate Governance in Centrelink Handbook, Canberra.

Centrelink 2001d, The APS values, code of conduct and Centrelink shared behaviours, Unpublished internal document.

Centrelink 2001e, Presentation on Centrelink scenario planning, Guiding Coalition meeting, April 2001, Brisbane.

Centrelink 2002a, Centrelink Annual Report 2001–2002, Commonwealth of Australia, Canberra.

Centrelink 2002b, Centrelink Business Plan 2002–2005.

Centrelink 2003a, Centrelink Annual Report 2002–2003, Commonwealth of Australia, Canberra.

Centrelink 2003b, Centrelink Annual Review, 2002–03.

Centrelink 2003c, Future Directions 2003–2006, Canberra.

Centrelink 2003d, Governance in Centrelink: shared roles in the production of outputs. Parts I and II and attachments, Centrelink internal document, Canberra.

Centrelink 2003e, Project quadrants, Guiding Coalition Meeting, March.

Centrelink 2004a, Centrelink Annual Report 2003–04, Commonwealth of Australia, Canberra.

Centrelink 2004b, Centrelink: the journey forward, Business Briefing Paper, February 2004.

Centrelink 2004c, Future Directions 2004–2009, Canberra.

Centrelink 2005a, Centrelink Annual Report 2004–05, Commonwealth of Australia, Canberra.

Centrelink 2005b, Business briefing, Unpublished internal document.

Centrelink 2005c, Strategic direction framework, Unpublished internal document.

Centrelink 2005d, Questions and answers, Unpublished internal document.

Centrelink 2006, Centrelink Annual Report 2005–2006, Commonwealth of Australia, Canberra.

Centrelink Customer Satisfaction Survey (CSS), November 1998.

Centrelink Customer Satisfaction Survey (CSS), May 2000.

Centrelink Customer Satisfaction Survey (CSS), November 2001.

Centrelink Customer Satisfaction Survey (CSS), November 2003.

Codd, M. 1996, ‘Better government through redrawing of boundaries and functions’, in P. Weller and G. Davis (eds), New Ideas, Better Government, Allen and Unwin, St Leonards, pp. 164–85.

Commonwealth of Australia 1997, Investing for Growth: The Howard Government’s plan for Australian industry, Canberra.

Commonwealth Ombudsman 1997, Annual Report 1996–97, Canberra.

Commonwealth Ombudsman 2004, Annual Report 2003–04, Canberra.

Commonwealth Services Delivery Agency (CSDA) 1997a, Commonwealth Services Delivery Agency Act 1997, no. 31, 1997.

Commonwealth Services Delivery Agency (CSDA) 1997b, Commonwealth Services Delivery Agency Staff Orientation Package, April.

Commonwealth Services Delivery Agency (CSDA) 1997c, Second Reading Speech, Commonwealth Services Delivery Agency Bill 1996, February 1997.

DBM Consultants Pty Ltd 2001, Research into the service-related expectations of Centrelink’s customers, Report to Centrelink, September.

DBM Consultants Pty Ltd 2003a, Centrelink’s customers’ views on timeliness standards for new claims grants, Report to Centrelink, June.

DBM Consultants Pty Ltd 2003b, Evaluation of mistakes with Centrelink experienced by customers, Report to Centrelink, June.

DBM Consultants Pty Ltd 2003c, Service integration survey: a survey to investigate the impact of cross-cultural experience on global perceptions of Centrelink, Report to Centrelink, June.

DBM Consultants Pty Ltd 2004, Centrelink national survey: a survey to investigate Centrelink’s corporate image, reputation and service delivery, Final report, February 2004.

Department of Employment, Workplace Relations and Small Business (DEWRSB) 2001, Senate Estimates, 21 February 2001.

Department of Family and Community Services (DFaCS) 1999, Portfolio Agency Budget Statement—Centrelink, Department of Family and Community Services, Canberra.

Department of Family and Community Services (DFaCS) 2000, Portfolio Budget Statement 2000–01, Department of Family and Community Services, Canberra.

Department of Family and Community Services (DFaCS) 2001, Australians Working Together—Helping people to move forward, Department of Family and Community Services, Canberra.

Department of Family and Community Services (DFaCS) 2002, Portfolio Budget Statement 2002–03, Department of Family and Community Services, Canberra.

Department of Family and Community Services (DFaCS) 2003, Portfolio Budget Statements 2003–04, Department of Family and Community Services, Canberra.

Department of Family and Community Services (DFaCS)/Centrelink 2001, Business Partnership Agreement 2001–2004.

Department of Family and Community Services (DFaCS)/Centrelink 2003, FaCS/Centrelink Relationships, Canberra.

Department of Family and Community Services (DFaCS)/Centrelink 2004, Business Alliance Agreement 2004–2008.

Department of Finance 1995, Clarifying the exchange: a review of purchaser/provider arrangements, Discussion Paper No. 2, Resource Management Improvement Branch, Canberra.

Department of Industry, Science and Tourism 1997, Putting Service First: Principles for developing a service charter, Canberra.

Derthick, Martha 1979, Policymaking for Social Security, The Brookings Institution, Washington, DC.

Derthick, Martha 1990, Agency Under Stress: The Social Security Administration in American government, The Brookings Institution, Washington, DC.

Divett, Ross 1998, ‘A new role for senior executives? The Centrelink experience’, Canberra Bulletin of Public Administration, no. 88, May, pp. 54–9.

Divett, Ross 2002, ‘Meetings down under’, in John P. Kotter and Dan S. Cohen, The Heart of Change: Real-life stories of how people change their organizations, Harvard Business School Press, Boston, Mass., pp. 55–7.

Donald, O. 1996, ‘Competitive tendering and contracting out’, Canberra Bulletin of Public Administration, no. 81, October, pp. 24–7.

Erin Research Inc. 1998, Citizens First, Canadian Centre for Management Development, Ottawa.

Flynn, Norman 2007, Public Sector Management, Fifth edition, Sage, London.

Forster, J., Graham, P. and Wanna, J. 1996, ‘The new public entrepreneurialism’, in J. Wanna, J. Forster and P. Graham (eds), Entrepreneurial Management in the Public Sector, Macmillan Education, Australia.

Goleman, D. 1996, Emotional Intelligence, Bloomsbury Publishing, London.

Gregory, R. 2003, ‘Accountability in modern government’, in B. Guy Peters and Jon Pierre (eds), Handbook of Public Administration, Sage, London, pp. 557–68.

Halligan, John (ed.) 2003, Civil Service Systems in Anglo-American Countries, Civil Service Systems in Comparative Perspective Series, Edward Elgar, London.

Halligan, John 1987, ‘Reorganising Australian government departments 1987’, Canberra Bulletin of Public Administration, vol. 52, pp. 40–7.

Halligan, John 1997, ‘New public sector models: reform in Australia and New Zealand’, in Jan-Erik Lane (ed.), Public Sector Reform: Rationale, trends and problems, Sage, London, pp. 17–46.

Halligan, John 1998, ‘Agencification: a review of the models, lessons and issues’, International Trends of Administration Reform and Towards the Realisation of Japan’s Administration Reform, Institute of Administrative Management, Tokyo, pp. 153–71.

Halligan, John 2001, ‘The implications of the Humphry report’, Canberra Bulletin of Public Administration, vol. 99, March, pp. 1–4.

Halligan, John 2004, ‘The quasi-autonomous agency in an ambiguous environment: the Centrelink case’, Public Administration and Development, pp. 147–56.

Halligan, John 2005, ‘Public sector reform’, in Chris Aulich and Roger Wettenhall (eds), Howard’s Second and Third Governments, University of New South Wales Press, Sydney.

Halligan, John 2006a, ‘The reassertion of the centre in a first generation NPM system’, in Tom Christensen and Per Laegreid (eds), Autonomy and Regulation: Coping with agencies in the modern state, Edward Elgar, Cheltenham.

Halligan, John 2006b, ‘Interagency management of service delivery in a complex environment: the case of Centrelink’, in Colin Campbell (ed.), Comparative Trends in Public Management: Smart practices toward blending policy and administration, Governance Research Program, Canadian School of Public Service, Ottawa, pp. 86–105.

Halligan, John 2007a, ‘Advocacy and innovation in inter-agency management: the case of Centrelink’, Governance, vol. 20, no. 3, pp. 445–67.

Halligan, John 2007b, ‘Politics–management relations in an agency context: the case of Centrelink’, in Rainer Koch and John Dixon (eds), Public Governance and Leadership, Deutscher Universitäts-Verlag, Wiesbaden.

Halligan, John 2007c, ‘Reform design and performance in Australia and New Zealand’, in Tom Christensen and Per Laegreid (eds), Transcending New Public Management, Aldershot, Ashgate.

Halligan, John 2008, ‘Australian Public Service: combining the search for balance and effectiveness with deviations on fundamentals’, in Chris Aulich and Roger Wettenhall (eds), Howard’s Fourth Government, University of New South Wales Press, Sydney.

Halligan, John and Adams, Jill 2004, ‘Security, capacity and post-market reforms: public management change in 2003’, Australian Journal of Public Administration, vol. 63, no. 1, pp. 85–93.

Halligan, John and Horrigan, Bryan 2006, Reforming corporate governance in the Australian federal public sector—from Uhrig to implementation, Issues Paper 2, Corporate Governance ARC Project, University of Canberra.

Halligan, John and Power, John 1992, Political Management in the 1990s, Oxford University Press, Melbourne.

Halligan, John, Watson, Hugh and Macintosh, Ian 1996, Australian Public Service: The view from the top, Coopers and Lybrand and University of Canberra, Canberra.

Hamburger, Peter 2007, ‘Coordination and leadership at the centre of the Australian Public Service’, in Rainer Koch (ed.), Public Governance and Leadership, Deutscher Universitäts-Verlag, Wiesbaden.

Hamilton, Margaret 2007, Everything old is new again: a contemporary history of the establishment of the Centrelink Virtual College, Doctorate of Philosophy thesis, The Australian National University, March.

Hanson, D., Dowling, P., Hitt, M., Ireland, R. D. and Hoskisson, R. 2004, Strategic Management: Competitiveness and globalisation, Nelson Publishing, Southbank.

Harvard Business Review 1990, ‘Leaders’, Harvard Business Review, May–June 1990.

Hewson, John and Fischer, Tim 1991a, Fightback! It’s your Australia, Liberal and National Parties Manifesto, 21 November.

Hewson, John and Fischer, Tim 1991b, Fightback! Taxation and expenditure reform for jobs and growth, 21 November.

Hickey, Paul 2002, Australia: Centrelink—a model for horizontal and vertical integration of government services, Presentation to Improving Performance: The articulation between different levels of administration, French Ministry of Finance, Paris.

Hickey, Paul 2004, Centrelink service delivery, Paper presented to the Guiding Coalition, 12–13 May.

Higgs, M. and Dulewicz, V. 1999, Making Sense of Emotional Intelligence, NFER-Nelson, Windsor.

Hockey, Joe 2005, Making life easier—the role of human services in improving Commonwealth service delivery, Address to the National Press Club, Canberra, 20 April.

Hockey, Joe 2006, Statement of expectations for the chief executive officer of Centrelink for the period 1 December 2006 to 30 June 2007, Parliament House, Canberra, viewed 30 July 2007, <http://www.centrelink.gov.au>

House of Representatives Standing Committee on Employment, Education and Training (HR SCEET) 1988, Getting to Work: Report of the Inquiry into Training or Return to the Workforce by Social Security Pensioners, Canberra.

Howard, Cosmo 2001, ‘Bureaucrats in the social policy process: administrative policy entrepreneurs and the case of Working Nation’, Australian Journal of Public Administration, vol. 60, no. 3, pp. 56–65.

Howard, Cosmo 2003, Triage in Commonwealth welfare service delivery, Seminar delivered to Centre for Research in Public Sector Management, Report on unpublished PhD thesis, 12 November.

Howard, Cosmo 2006, ‘The new governance of Australian welfare: street-level contingencies’, in P. Henman and M. Fenger (eds), Administering Welfare Reform: International transformations in welfare governance, Policy Press, Bristol.

Howard, John 1997, Transcript of the Prime Minister, the Hon. John Howard MP, Address at the official launch of Centrelink (Commonwealth Services Delivery Agency), 24 September, The Great Hall, Parliament House.

Howard, John 1999, House of Representatives Hansard, 29 September, p. 10900.

Howard, John 2004, Fourth Howard ministry, Media release, 22 October 2004, Canberra, viewed 24 May 2007, <http://www.pm.gov.au/media/Release/2004/media_Release1134.cfm>

Hubbard, G. 2000, Strategic Management—Thinking, analysis and action, Prentice Education, Frenchs Forest, New South Wales.

Hughes, O. E. 1998, Australian Politics, Third edition, Macmillan, Melbourne.

Hughes, O. E. 2003, Public Management and Administration: An introduction, Third edition, Palgrave Macmillan, Basingstoke.

Humphry, R. 2000, Review of the Whole of Government Information Technology Outsourcing Initiative, December, Commonwealth of Australia, Canberra.

Husock, Howard and Scott, Esther 1999a, Centrelink: a service delivery agency in Australia, Kennedy School of Government Case Study 1524.0, Cambridge, Mass.

Husock, Howard and Scott, Esther 1999b, Centrelink: a service delivery agency in Australia—sequel, Kennedy School of Government Case Study 1524.1, Cambridge, Mass.

Innisfail Advocate 2003, ‘CTIP/Centrelink translates information products’, Innisfail Advocate, 11 October 2003.

James, Oliver 2001, ‘Business models and the transfer of businesslike central government agencies’, Governance, vol. 14, no. 2, April, pp. 233–52.

James, Oliver 2003, The Executive Agency Revolution in Whitehall: Public interest versus bureau-shaping perspectives, Palgrave, Basingstoke.

James, Oliver 2004, ‘The UK core executive’s use of public service agreements as a tool of governance’, Public Administration, vol. 82, no. 2, pp. 397–419.

Kaplan, R. and Norton, D. 1992, ‘The balanced scorecard—measures that drive performance’, Harvard Business Review, January–February, pp. 71–9.

Kaufman, Herbert 1985, Time, Chance and Organizations: Natural selection in a perilous environment, Chatham House, Chatham, NJ.

Kernaghan, Kenneth 2005, ‘Moving toward the virtual state: integrating services and service channels for citizen-centred delivery’, International Review of Administrative Sciences, vol. 71, no. 1, pp. 119–31.

Kettl, Donald F. 1993, Sharing Power: Public governance and private markets, Brookings Institution, Washington, DC.

Kingdon, John W. 1984, Agendas, Alternatives, and Public Policies, Little Brown and Co., Boston, Mass.

Kotter, John P. 1995, ‘Leading change: why transformation efforts fail’, Harvard Business Review, March–April, pp. 59–67.

Kotter, John P. 1996, Leading Change, Harvard Business School Press, Boston, Mass.

Liberal Party of Australia 1996, Pathways to Real Jobs, the Liberal and National Parties’ Employment and Training Policy for the March 1996 Australian federal election, February.

Light, Paul C. 1998, Sustaining Innovation: Creating nonprofit and government organizations that innovate naturally, Jossey-Bass Publishers, San Francisco.

Mabbett, B. and Bolderson, H. 1998, ‘Open and shut cases: contrasting systems of benefit delivery in five countries’, Benefits, September–October.

McClure, Patrick 2000, Participation support for a more equitable society, Final Report of the Reference Group on Welfare Reform, Department of Family and Community Services.

McNulty, Terry and Ferlie, Ewan 2003, Reengineering Health Care: The complexities of organizational transformation, Oxford University Press, Oxford.

March, James G. and Olsen, Johan P. 1989, Rediscovering Institutions: The organizational basis of politics, Free Press, New York.

Metcalfe, Andrew 2007, Opening address, Corporate Governance in the Public Sector 2007 Conference, 13 March.

Millward Brown 2000, National Customer Satisfaction Survey: Wave 9, Final report, November 2000.

Mintzberg, H. 1994, The Rise and Fall of Strategic Planning, Prentice Hall, New York.

Moore, Mark H. 1995, Creating Public Value: Strategic management in government, Harvard University Press, Cambridge, Mass., and London.

Moore, Trevor and Flynn, Paula 2004, ‘The changing role of multi-channel service delivery’, in Australian Government Information Management Office and Institute of Public Administration Australia, Future Challenges of E-Government. Volume 1, Canberra.

Moran, Terry 1996, ‘Competitive tendering and contracting by public sector agencies’, Canberra Bulletin of Public Administration, no. 81, October, pp. 18–19.

Moynihan, Donald P. and Ingraham, Patricia W. 2004, ‘Integrative leadership in the public sector: a model of performance-information use’, Administration and Society, vol. 36, no. 4, September, pp. 427–53.

Mulgan, Richard 2002, ‘Public accountability of provider agencies: the case of the Australian “Centrelink”’, International Review of Administrative Sciences, vol. 68, no. 1, March, pp. 45–59.

National Commission of Audit (NCA) 1996, Report to the Commonwealth Government, June, Australian Government Publishing Service, Canberra.

Newman, Jocelyn 1997, A new era in customer service, Press release, 26 May.

Newman, Jocelyn 1998, The challenge of welfare dependency in the 21st century, Discussion paper, Minister for Family and Community Services.

Newman, Jocelyn 1999, The future of welfare in the twenty-first century, Address by the Minister for Family and Community Services to the National Press Club, Canberra, 29 September 1999.

Newman, Jocelyn 2000a, The government’s vision: linking policies, programs and services, Keynote speech to the IPAA Conference, Hobart.

Newman, Jocelyn 2000b, Welfare reform encourages people to reach potential, Media release, 14 December.

Nutt, Paul C. 2004, ‘Prompting the transformation of organizations’, Public Performance and Management Review, vol. 27, no. 4, June.

O’Donnell, M. 2004, HRM in Centrelink: a best practice approach?, Unpublished paper.

O’Faircheallaigh, C., Wanna, J. and Weller, P. 1999, Public Sector Management in Australia. New Challenges, New Directions, Second edition, Macmillan Education.

Olsen, Johan 1998, ‘Institutional design in democratic contexts’, in Nils Brunsson and Johan P. Olsen, Organizing Organizations, Fagbokforlaget, Norway, pp. 319–41.

O’Neill, Steve 2003, ‘Job Network: the 3rd contract’, E-Brief, Online only, 11 August 2003, updated 26 September 2003, <http://www.aph.gov.au/library/intguide/ECON/JobNetwork.htm>

Osborne, David and Gaebler, Ted 1992, Reinventing Government: How the entrepreneurial spirit is transforming the public sector, Addison-Wesley, Reading, Mass.

Pearce, John A. and Robinson, Richard B. 2000, Strategic Management with Powerweb: Formulation, implementation, and control, Seventh edition, McGraw-Hill.

Pfeffer, Jeffery 1998, The Human Equation: Building profits by putting people first, Harvard Business School Press, Boston, Mass.

Pfeiffer, E. 1998, ‘Future tilt: how and why companies need a culture of continuous renewal’, Straight from the CEO, Price Waterhouse, London.

Pollitt, Christopher 2004, ‘Theoretical overview’, in Christopher Pollitt and Colin Talbot (eds), Unbundled Government: A critical analysis of the global trend to agencies, quangos and contractualisation, Routledge, London, pp. 319–41.

Pollitt, Christopher and Talbot, Colin (eds) 2004, Unbundled Government: A critical analysis of the global trend to agencies, quangos and contractualisation, Routledge, London.

Pollitt, Christopher, Talbot, Colin, Caulfield, Janice and Smullen, Amanda 2004, Agencies: How governments do things through semi-autonomous organizations, Palgrave, Basingstoke.

Porter, Michael E. 1996, ‘What is strategy?’, Harvard Business Review, November–December, pp. 61–70.

Radin, Beryl A. and Hawley, Willis D. 1988, The Politics of Federal Reorganization: Creating the US Department of Education, Pergamon.

Rainey, Hal 2003, Understanding and Managing Public Organisations, Third edition, Jossey-Bass, San Francisco.

Rainey, Hal and Fernandez, Sergio 2004, ‘A response to “prompting the transformation of public organizations”’, Public Performance and Management Review, vol. 27, no. 4.

Reith, Peter 1996, Federal government strategy for reducing size of public service, Press release, 11 April.

Romeijn, M. 2000, Going for gold: managing change in Australian welfare and employment services, Paper for MPA Course, The Hague, December.

Rosalky, David 2002, ‘Ministers, secretaries and boards: a perspective from a seat on the Centrelink board’, Canberra Bulletin of Public Administration, no. 106, February, pp. 9–14.

Rowlands, D. 1999, ‘Institutional change in the APS—the case of DSS and Centrelink’, Australian Social Policy, no.1, pp. 183–201.

Rowlands, D. 2000, ‘Purchaser–provider in social policy delivery: how can we evaluate the Centrelink arrangements?’, Australian Social Policy, no. 1, pp. 69–87.

Rowlands, D. 2002, Centrelink’s Relationships, unpublished paper, Canberra.

Rowlands, D. 2003, Agencification in the Australian Public Service: the case of Centrelink, Doctorate of Public Administration Thesis, University of Canberra.

Royal Commission on Australian Government Administration (RCAGA) 1976, Report, Australian Government Publishing Service, Canberra.

Ruddock, Philip 1996, ‘Second Reading Speech, Commonwealth Service Delivery Agency Bill’, House of Representatives Hansard, 4 December, pp. 7623–4.

Rush Social Research 1998, Evaluation of the Strategic Partnership Between the Department of Social Security and Centrelink: A research report, Presented to Centrelink and Department of Social Security, March.

Schick, Allen 1996, The spirit of reform: managing the New Zealand state sector in a time of change, Report prepared for the State Services Commission and the Treasury, Wellington.

Scott, Patricia 2004, Crazy thought or creative thinking—reform in the real world, Presentation to Centrelink’s Guiding Coalition, 3 December.

Sedgwick, S. 1996, Challenges for public sector reform, Paper presented to the Conference Challenges & Opportunities: The next phase of public sector reform, 3 September, Canberra.

Senate Community Affairs Legislation Committee (CALC) 1997a, Child Care Payments Bill 1997 and the Child Care Payments (Consequential Amendments and Transitional Provisions) Bill 1997, Report, Parliamentary Paper 461, 1997.

Senate Community Affairs Legislation Committee (CALC) 1997b, Estimates Hansard, 3 June.

Senate Community Affairs Legislation Committee (CALC) 1999, Hansard, 2 February.

Senate Community Affairs Legislation Committee (CALC) 2002, Estimates Hansard, 21 November.

Senate Community Affairs Legislation Committee (CALC) 2003, Estimates Hansard, 12 February.

Senate Community Affairs Legislation Committee (CALC) 2004, Estimates Hansard, 19 February.

Shand, David 1996, The new public management: an international perspective, Paper presented to Public Services Management 2000 Conference, 11 October, University of Glamorgan.

Shaver, Sheila 2001, ‘Australian welfare reform: citizenship to social engineering’, Australian Journal of Social Issues, vol. 36, no. 4, November, pp. 277–93.

Shergold, P. 2004, Plan and deliver: avoiding bureaucratic hold-up, Australian Graduate School of Management/Harvard Club of Australia, 17 November, Canberra.

Smullen, Amanda 2007, Translating Agency Reform: Rhetoric and culture in comparative perspective, Published thesis, Erasmus Universiteit Rotterdam, Rotterdam.

Spicer, Barry, Powell, Michael and Emanuel, David 1996, The Remaking of Television New Zealand 1984–1992, Auckland University Press, Auckland.

Stace, Doug and Dunphy, Dexter 2001, Beyond the Boundaries: Leading and re-creating the successful enterprise, Second edition, McGraw-Hill, Sydney.

Talbot, Colin 2004, ‘The agency idea: something old, sometimes new, sometimes borrowed, sometimes untrue’, in Christopher Pollitt and Colin Talbot (eds), Unbundled Government: A critical analysis of the global trend to agencies, quangos and contractualisation, Routledge, London, pp. 3–21.

Talbot, C. and Johnson, Carole 2007, ‘Seasonal cycles in public management: disaggregation and re-aggregation’, Public Money and Management, vol. 27, pp. 61–8.

Tan, Kwang Cheak 2007, Service Canada—a new paradigm in government service delivery, Kennedy School of Government Case Study, Harvard University, Cambridge, Mass.

Tannahill, Lesley 2000, Towards being the premier broker: joining up government and reducing complexity, Paper presented at Second WA Public Leadership Convention, 6–8 August, Joondalup, Western Australia.

Task Force on Management Improvement (TFMI) 1993, The Australian Public Service Reformed: An evaluation of a decade of management reform, Australian Government Publishing Service for the Management Advisory Board, Canberra.

Thompson, James R. and Rainey, Hal G. 2004, Modernizing Human Resource Management in the Federal Government: The IRS model, IBM Endowment for the Business of Government.

Treadwell, Jane 2001, Centrelink’s strategic approach to selective sourcing, Presentation.

Trosa, Sylvie 1994, Next Steps: Moving on, Cabinet Office, London.

Tucker, Tony 2008, Corporate governance, Unpublished DPA Dissertation, University of Canberra.

Uhrig, John 2003, Review of Corporate Governance of Statutory Authorities and Office Holders, Commonwealth of Australia, Canberra.

Vanstone, Amanda and Abbott, Tony 2001a, Australians Working Together—helping people to move forward—a $1.7 billion fair deal, Joint ministerial media release, 22 May 2001, <http://www.facs.gov.au/internet/minfacs.nsf/vAllMR/australians_working_together.htm>

Vanstone, Amanda and Abbott, Tony 2001b, Australians Working Together—helping people to move forward: a statement, May 2001, <http://www.facs.gov.au/welfarereform/awt/aboutThePackage/governmentStatement/default.shtml>

Vardon, Sue 1997a, Achieving excellence in service delivery—changing service delivery arrangements for the Commonwealth Government, Paper delivered to a conference on service delivery in the public sector, 26 May.

Vardon, Sue 1997b, One stop shopping—perspectives for the Commonwealth Government, Paper delivered to the national conference Service Agencies—Managing the Delivery of Government Services by Agreements, August, Institute of Public Administration Australia, Victorian Division, and Victorian Department of Premier and Cabinet, Melbourne.

Vardon, Sue 1997c, In the Front Line—The new service delivery agency, Public Service and Merit Protection Commission, 23 October, <http://www.psmpc.gov.au/media/vardon.htm>

Vardon, Sue 1998a, Global influences on social sciences: how social services will need to react to change and actually change, and the impact of IT, Presentation to Australian Universities International Alumni Convention 1998, 1–4 October, Adelaide.

Vardon, Sue 1998b, Leadership and the executive team, Speech to the ACT Public Sector Quality Network, 21 October.

Vardon, Sue 1998c, Three stages of an evolving model to a one stop shop—challenges at each stage, Paper presented to the IPAA National Conference, Service Delivery to the Community, 26 November.

Vardon, Sue 1998d, ‘Creating a responsible service delivery agency: Centrelink Australia’, The Innovation Journal, vol. 3, no. 3, September–December, <http://www.innovation.cc/volumes-issues/vol3-iss3.htm>

Vardon, Sue 1999a, Electronic delivery of government services—the Centrelink experience, Keynote address to Government of Alberta, Internet Insight Conference, 8 March, Edmonton.

Vardon, Sue 1999b, Creating a customer service culture for a national government, Address given at the International Summit on Public Service Reform, 10 June, Winnipeg, Manitoba, Canada.

Vardon, Sue 1999c, Meeting the challenge, Paper presented 28 September, Brisbane.

Vardon, Sue 1999d, Innovative change management, September.

Vardon, Sue 2000a, ‘“We’re from the government and we’re here to help”—Centrelink’s story’, Australian Journal of Public Administration, vol. 59, no. 2, pp. 3–10.

Vardon, Sue 2000b, ‘Centrelink: A three-stage evolution’, in Gwynneth Singleton (ed.), The Howard Government: Australian Commonwealth administration 1996–1998, University of New South Wales Press, Sydney, pp. 96–107.

Vardon, Sue 2000c, The importance of inclusive service delivery and social support for regional development, Paper presented at the Regional Multicultural Conference, Beyond Our Boundaries, April 6, Port Lincoln, South Australia.

Vardon, Sue 2001, Managing change: the Centrelink experience, Speech to MinterEllison Seminar Series, Public Sector in the New Millennium, Service Delivery in the Public Service.

Vardon, Sue 2002a, Creating Centrelink and the New Journey, Autonomous Service Officers, 8 March.

Vardon, Sue 2002b, ‘Centrelink, changing culture and expectations’, in Eileen M. Milner (ed.), Delivering the Vision, Routledge, London and New York.

Vardon, Sue 2002c, Managing change, the Centrelink experience: service delivery in the public sector, Speech, 4 November.

Vardon, Sue 2003a, Cultural leadership, Presentation to Australian Public Service Values Seminar, 19 February.

Vardon, Sue 2003b, Creating a customer-focused organisation, Presentation to a Department of Finance and Administration Seminar, This is Your (Work) Life, 6 May.

Vardon, Sue 2003c, Moving service delivery forward: the practical and the tactical: the Centrelink experience Australia, Presentation to the Lac Carling VII Conference, 25–27 May, Quebec.

Vardon, Sue 2004, Internal email to all staff announcing the creation of the Department of Human Services, 22 October, 2.18pm.

Vranjkovic, Ana 2003, ‘Taking to the streets’, Malvern Prahran Leader, 10 September.

WBI Leadership Development Program and the Institute of Public Administration of Canada (IPAC) 2007, Leadership Matters: Briefs for leaders, World Bank, Washington, DC.

Wettenhall, Roger 2003, ‘These executive agencies!’, Canberra Bulletin of Public Administration, no. 106, pp. 9–14.

Wettenhall, Roger 2007, ‘Non-departmental public bodies under the Howard Governments’, Australian Journal of Public Administration, vol. 66, no. 1, pp. 62–82.

Wettenhall, Roger and Kimber, Megan 1996, One-Stop Shopping: Notes on the concept and some Australian initiatives, Centre for Research in Public Sector Management, University of Canberra.

Whalan, J. 2005, Internal television broadcast and email to all staff, explaining the reasons for change, 31 March, 10.05pm.

Wills, J. A. 1999, Enhancing public sector strategic planning, Unpublished PhD thesis, University of Canberra, Canberra.

Winkworth, Gail 2005, ‘Partnering the 800 pound gorilla: Centrelink working locally to create opportunities for participation’, Australian Journal of Public Administration, vol. 64, no. 3, pp. 24–34.

Woodhead, Ben 2003, ‘Centrelink rolls out $100m contract’, Australian Financial Review, 3 October.

Worthington, Ross 1999, A Case Study of Strategic Partnering in Australia, Organisation for Economic Cooperation and Development, Paris.

Yeend, Peter 2000a, ‘Welfare review’, E-Brief, Online only, September 2000, <http://www.aph.gov.au/library/intguide/SP/welfarebrief.htm>

Yeend, Peter 2000b, ‘Mutual obligation/Work for the Dole’, E-Brief, Online only, 27 November 2000, <http://www.aph.gov.au/library/intguide/sp/ dole.htm>

Zanetti, C. 1998, ‘Managing change: focus on improving service quality and information management’, Australian Journal of Public Administration, vol. 57, no. 4, December, pp. 3–13.