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The Guardian: The hidden exploitation of frontline staff by their own administrators


Mark Thompson, University Senior Lecturer in Information Systems at Cambridge Judge Business School, looks at public services and what could be done to maintain frontline public services. “Dumping the misleading ‘public sector’ label, and replacing it with a new distinction between administration and service, is about framing a new political discussion for a digital age. Developments in technology have turned activities that used to be absolutely necessary into forms of rent – ironically, these roles are mushrooming even as their contribution to the public good decreases.”

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