A new report shows that public services are struggling to keep their clients satisfied. Figures from the UK Customer Service Index show national public services, including the NHS and Jobcentre Plus rated 12th of the 13 sectors that it measured and local services faring little better.

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The country’s largest public service union says a legal ruling in an equal pay case could pave the way for thousands of women working for councils to pursue similar action. The Court of Appeal had backed a claim from UNISON that women employed by Sheffield City Council as carers and school meals staff are entitled to the same bonus payments as men.

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By Graeme Salaman and David Asch.

This book helps managers to make sense of the competing advice on how to change organisations in order to improve their effectiveness. It also helps managers to understand how their organisations’ performance could be improved.

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