Task Force Report Corita Goulding

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Task Force Report Corita Goulding

  1. 1. Transforming Public Services Managing Service Delivery Change 22 January 2009
  2. 3. Public Service Reform – New Phase <ul><li>Report of the Task Force on the Public Service </li></ul><ul><li>Government Statement on Transforming Public Services </li></ul><ul><li>Report of the Organisational Review Programme </li></ul><ul><li>Special Group on Public Service Numbers and Expenditure Programmes </li></ul>
  3. 4. Report of the Task Force on the Public Service <ul><li>Established in May 2008 </li></ul><ul><li>OECD Review of the Public Service </li></ul><ul><li>Report accepted in full by Government </li></ul><ul><li>Published on 26 November in tandem with Government Policy Statement </li></ul><ul><li>Themes: Motivating Performance; Deepening Citizen Engagement; E-Government; Shared Services; People and Leadership; Governance; State Agencies </li></ul>
  4. 5. Motivating Performance <ul><li>Organisational Performance </li></ul><ul><ul><li>All bodies to produce Output Statements </li></ul></ul><ul><ul><li>All bodies to produce integrated Annual Report </li></ul></ul><ul><ul><li>External validation </li></ul></ul><ul><li>Individual Performance </li></ul><ul><ul><li>Performance management for all public servants </li></ul></ul><ul><ul><li>Links between promotions and ratings, addressing underperformance and standardising ratings </li></ul></ul>
  5. 6. Customer Service <ul><li>Customer Input </li></ul><ul><ul><li>Reach out to citizens in new ways </li></ul></ul><ul><ul><li>Publish performance results / satisfaction levels </li></ul></ul><ul><li>Service Delivery </li></ul><ul><ul><li>Multi-channel access, lo-call number for all services </li></ul></ul><ul><ul><li>No need for customer to know structures to access services </li></ul></ul><ul><ul><li>Catalogue of services to be published </li></ul></ul><ul><ul><li>Role of Local Government </li></ul></ul>
  6. 7. Customer Service <ul><li>Better Use of Information </li></ul><ul><ul><li>Administrative Burden Reduction for Citizens </li></ul></ul><ul><ul><li>Re-use of data by Public Service </li></ul></ul><ul><li>Customer Charters </li></ul><ul><ul><li>To be published by all organisations </li></ul></ul><ul><ul><li>Existing charters to be revised </li></ul></ul><ul><ul><li>Identify priority actions to improve customer service </li></ul></ul>
  7. 8. E-Government <ul><li>Significant expansion recommended with rolling programme of projects </li></ul><ul><li>Priority targets in all sectors announced within 5 months </li></ul><ul><li>Publication of 6 monthly progress reports </li></ul><ul><li>Emphasis on those services identified as important to the citizen </li></ul><ul><li>Examine existing initiatives </li></ul>
  8. 9. Shared Services <ul><li>Promote establishment of shared services </li></ul><ul><li>Subject all to business case analysis </li></ul><ul><li>Public bodies compelled to use them </li></ul><ul><li>Service Level Agreements to ensure standards </li></ul><ul><li>Named official to be accountable to Cabinet Committee and led at senior level locally </li></ul>
  9. 10. People and Leadership <ul><li>Unified Public Service labour market </li></ul><ul><li>Arrangements for redeployment and exit </li></ul><ul><li>Ongoing reviews of staffing allocations </li></ul><ul><li>Promotions policy </li></ul><ul><li>Leadership Skills </li></ul><ul><li>Creation of Senior Public Service </li></ul>
  10. 11. Strengthening Governance <ul><li>Role of the Centre </li></ul><ul><li>Extension of ORP to all Departments </li></ul><ul><li>Allocation of responsibility for service delivery </li></ul><ul><li>Management of cross-cutting issues </li></ul><ul><li>Networks </li></ul><ul><li>County / City Development Boards </li></ul>
  11. 12. State Agencies <ul><li>Special Group to consider further rationalisation </li></ul><ul><li>New governance frameworks </li></ul><ul><li>New performance frameworks </li></ul><ul><li>Output Statements </li></ul><ul><li>Moratorium on new agencies </li></ul><ul><li>Use of shared services </li></ul>
  12. 13. Implementation <ul><li>Cabinet Committee chaired by the Taoiseach </li></ul><ul><li>Steering Group chaired by Secretary General to the Government </li></ul><ul><li>Transformation Office (based in Department of the Taoiseach) </li></ul><ul><li>Annual Report on the State of the Public Service </li></ul><ul><li>Legislative Changes </li></ul>
  13. 14. Reports Available <ul><ul><li>www.gov.ie </li></ul></ul><ul><ul><li>www.bettergov.ie </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>

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