Because so much of what passes for debate about govemance and governance
reform is steeped in political rhetoric and position taking by protagonists, the research focuses on frontline services. This provides a means to test the extent to which broader principles and norms of new govemance provide meaningful measures of the way ordinary officials conduct their interactions with clients, supervisors, contractors, and citizens

Например, работа с ключевыми клиентами (торговыми сетями) и т.д.