In this empowering book, Brendan Martin argues for a more participatory approach to public services, in hopes of improving quality and efficiency. The author's approach is based on the involvement of both public service users and service employees, and draws on the experience of a range of initiatives around the world, and on the experiences of actual participants. Contrasted with the failures of top-down reforms, the specific cases described in this book show how a "new partnership model" can deliver sustainable improvements.