Expansive Public Service Delivery: Advancing Public Value Governance

ABSTRACT

Public administration has traditionally emphasized the normative ideal that public agencies have a responsibility to improve the lives of communities through public service delivery. We turn to public libraries to explore possibilities for what we call Expansive Public Service Delivery. Expansive Public Service Delivery is defined by a mission to serve all, professional and ethical responsibilities, and proactive responsiveness through outreach and (re)assessment. Public libraries have long aimed to improve communities and advance democracy by providing open, free information access to all. Today, they also proactively seek to expand their services to underserved groups ensuring their relevance and mission achievement. This research draws from 25 in‐depth qualitative interviews to explore librarian narratives to identify four core responsibilities that constitute Expansive Public Service Delivery. We conclude with a discussion of how service for all, professionalism, ethical responsibility, and reflexive decision‐making around community needs can result in more vibrant, sustainable public organizations.