The ‘organizing’ paradigm in public administration: learning by focusing on customer orientation

- Purpose Public Administration complexity derives from the dual character of the public sector, that is to be a means of delivery and an element of societal self-governance. The bureaucratic framework is a way to address this tension, while simultaneously public administration needs to focus on a more processual view of the organization to improve service quality. Training could be a key point to sustain such a transition, by focusing on Customer Orientation. The aim of the study is to explore whether a training device focused on Customer Orientation could develop employees’ theory on organization as being process-oriented, i.e. ‘organizing’. - Design The longitudinal study is on a training case study in Italy. Participating in the training course were 34 employees belonging to 16 Public Administrations. Data on participants’ organization representations were collected at the beginning and at the end of the course through the SWOT matrix. Data analysis used a quali-quantitative approach. - Findings Findings show a shift to viewing the service organization as a process implicated in uncertainties and unpredictable events rather than the realization of an ideal model. - Originality The study contributes to highlight the need for a practical focus on the conceptualization of organization in training, since the term ‘organization’ is often underdescribed or treated as an end in itself.