I read a lot of this for a college course and it is interesting enough, that I may finish it one day. It is pretty one sided. Ok, it is completely one sided. Apparently there is no downside to introducing market forces into government services. But it happens all the time with some success and some problems. Osborne and Gaebler give several well presented examples of success.
The first and best account of how people scattered around the country were remaking government in America to be innovative, entrepreneurial, and effective. (Full disclosure: its account of my work at the Pentagon led to my getting hired by Al Gore to lead his effort to reinvent the entire Executive Branch--which work is still incomplete).
My good friend from the Humphrey Institute gave this to me. A number of Minnesota people were involved in the book. A good book for changing government. It answers the "I hate big government" crowd by saying that we should get the right amount of government and it should work. It did seem a little too perfect at times though.