Abstracts: January 30th, 2002

By Linton Barker, PricewaterhouseCoopersThis report commission by HM Treasury asks politicians and civil servants to base their policies and operations around the needs of customers, informed by customers wherever possible. The ‘user as customer’ is familiar in government reforms, but the concept has been limited in scope and focused on front line service delivery, with little consideration of the role of policy making. Without a change in attitudes, sustained improvement to meet public demand is unlikely. To achieve lasting results organizations need to embed customer focus throughout the system. Implementation must start by understanding the needs, expectations and behaviours of the public and then by adjusting every aspect of the organization to align with customer values. This includes the entire delivery chain from policy through to front line services, including strategy, performance measures, information systems and support processes.

Published by Public Services Productivity Panel <http://www.hm-treasury.gov.uk/psp