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Current government policy in England emphasises the creation and publication of composite performance measures which are used widely in health, social care, education, the environment and other public sector… read more
Education, health, the criminal justice system and local government in the UK have all been the focus of the quest for public service improvement over the last decade. Each… read more
Over the last 15 years British governments have searched for new ways of assessing how well bodies such as local authorities and health authorities are working. As a result,… read more
What happens to the quality of public services when government places ‘choice’ high on its list of priorities? Does choice increase competition and so increase service quality over all?… read more
Many ‘objective’ measures of local government services suggest that performance is improving. Yet the satisfaction of citizens and users does not appear to be rising in line with these… read more
To most people awareness of public services is local, direct and immediate: do I feel safe on the streets or in my home? Is the school providing my child… read more
The media assert as something of a truism that ours is swiftly becoming an increasingly litigious society. There is a general perception that rights are asserted, wrongs challenged and… read more
The drive to complement financial performance measures with broader measures of performance in the private sector has led to the widespread introduction of a ‘balanced scorecard’ approach. This approach… read more
New brooms, it is said, sweep clean and ‘turnaround teams’ (experts who come in to help ailing organisations with management and financial expertise) have become part of the landscape… read more
Human beings react to accusations of failure indifferent ways - embarrassment and confusion, furious denial, self-examination and promises of improvement. When evidence of failure emerges in public services, responses… read more
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