This book argues that in many countries the public sector is experiencing a crisis around its credibility. Scandals and reports of large-scale fraud have damaged the public sector's reputation with citizens and other stakeholders. This book is an 'inside story' about restoring the public trust as well as a guide to improving the complex management processes found in the public sector. Based on his experiences in the public sector in the Netherlands, the author describes the important role process managers have in helping to transform public sector organisations into credible and productive partners in society. He introduces the 'Pegasus Principle', a concept in which a 'transactive process approach' is used to balance the external multiple-actor environment with the internal environment of a (public sector) organisation. It is this balance between interactivity and intra-activity that is the key to successful process management