Focus: Putting the Customer at the Heart of Public Service Delivery
Delivering efficiency in public services requires organisations to work together. However, re-design and fresh thinking is needed to put the customer and collaborative working at the heart of public services.
How did we get here? — With the expansion of public expenditure since 2000, public sector organisations have grown their administrative infrastructures significantly. Despite the current efficiency drive, and an increasing recognition that the customer is at the heart of highly inter-dependent public services, collaboration between organisations is still not seen as a top priority. Major overlaps and duplication occur in management structures, service provision (e.g. central government administered healthcare and local government social care), support services such as HR, Finance, IT, Legal, revenue collection and benefits distribution; and in a surplus of property holdings across the public sector.