Overall objective of the seminar: “The seminar aims at developing our understanding of the ‘public service customer’ and explores ways in which the customer can be placed at the centre of public sector services”.
But first… this session Who is the customer? Trends and developments. Review of initiatives and some group activity
Outline of rest of the two days Getting to know the customer PS Modernisation Case studies & Wrap up
How do we decide which is appropriate for our service?
Local needs and priorities The Public Service Centre Concept Building services around the customer Sharing of resources Sharing info with customer consent Advice and Advocacy Local democracy Service delivery Independent Information Units Delivery of Council services Delivery of services by other Agencies A gateway to other Agencies New Public Service Centres providing a single point of access to public services: Walk-in phone & assisted channels Focus on quality of service
Life event – Oasis (now renamed as Citizens information)
Age based – NESC report ‘Developmental Welfare State’
Particularly relevant when presenting information or services online as it makes it easier for customers to search
Decide which is appropriate for our service?
Is it appropriate for non-Government agencies to be involved in front-line delivery of this service? Yes Yes Yes Is the outcome too complex for any one Agency to achieve? Are there providers who could work together to achieve a common purpose? Is it effective and efficient for agents to work together? Yes No No No Government delivery Separate competitive delivery Government provision with provider involvement Co-ordinated or Integrated Service Delivery 1 2 3 4 No Framework for choosing between service delivery models Source; Gill and Rendall (1999) Framework for choosing service delivery model
What prevents us from delivering the optimum service
What are the key problems effecting service delivery
How might we overcome these?
Wide range of modernisation initiatives QCS, DBG/BLG, Information Society, Strategy Statements Individual Departments (15) and Agencies responding in disjointed manner to modernisation initiatives from the centre. Local service delivery Local service delivery Agencies collaborating at local (service delivery level), attempting to respond to disparate initiatives and to influence centre to respond in a co-ordinated manner to change initiative Centre Local The Influencing Challenge
Technology as a key enabler of change Organisational setting Organisational culture, etc. The full context Adapted from Lovelock, 2001