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Citizen consumers increasingly expect public services to be available when they want them, where they want them and tailored to meeting their personal needs.
'Delivering the customer promise' has become the focus for public sector organisations far and wide: the challenge is how to achieve this.
Some key questions for our ‘Delivering customer-centric services’ research programme include:
- How can users be actively involved in service design and engage with delivery agents to determine not only 'what to provide' but also 'how to provide'?
- What are the significant barriers and enablers to the new ways of working implied by a shift towards the principles of service design?
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June 2008 | Making the most of collaboration: an international survey of public service co-design
Transformation is about systemic and fundamental change. But what does this mean in practice? At the heart of the transformation agenda for many countries is the need to deliver customer-focused services more efficiently. Public services need to be designed around the needs of the user – not the provider – and be provided through modern, co-ordinated delivery channels. Fundamentally, such transformation requires collaboration. To address this issue, we have recently completed an international survey (jointly with UK think tank, Demos) on the barriers and enablers to the co-design of public services.The survey focuses on the practical issues associated with the use of co-design as an approach to achieve more customer-centric services. | |
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June 2008 | Just Care? A system worth funding
What kind of care system does the UK want, why and for whom? This is the focus for a major new report by the Institute for Public Policy Research (ippr) on the UK care system, supported by PwC. The report puts forward proposals for a new care system, looking across the range of services that support adults with care needs and their carers and families. The paper outlines how local services could be more personal and joined-up to enable all individuals, families and communities to flourish. The paper also suggests where the UK should go next on individual budgets, support for carers, and community engagement in services. | |
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Mar 2008 | Regulate & Collaborate: Government & Global CEO
Our new annual study, 'Regulate & Collaborate: Government and the Global CEO', compares and contrasts the viewpoints of CEOs and top-level government officials on regulation and the extent of collaboration between the public and private sectors and comments on the extent of government-to-government collaboration, the global challenge of climate change and the future for public-private relationships. This report builds upon PricewaterhouseCoopers prestigious Annual Global CEO Survey, launched at the World Economic Forum in Davos, which for the first time this year includes views from an international sample of public sector leaders as well as those from business CEOs. |  |
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Nov 2007 | The road ahead for public service delivery - Delivering on the customer promise
Public sector leaders around the world face a common set of challenges if their services are to meet the increased expectations of their customers – both citizens and businesses. This study identifies these challenges and shares lessons learnt, from examples around the world, to offer a structured approach in support of public sector leaders in their work to improve public services and deliver on the customer promise. | |
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September 2007 | It’s all about you: Citizen-centred welfare What kind of welfare state does the UK want ten years from now? And how might we get there? These key areas of research are explored in this ippr report, supported by PwC. The report, a collection of essays, sets out what a new approach might look like and how it would operate. The essays make the case for a welfare system based on a fair contract between the state, citizens and civil society, leading the way to greater personalisation of services with more people supported off benefits and into work. | |
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September 2007 | Consumer insight in public services This report is a summary of the findings from a participative workshop which took place in the UK to explore the experiences of young people moving in and out of employment. Participants' views were sought on a new service that means that they only have to register their changes of circumstances once, rather than to multiple government agencies. Senior civil servants also participated in this workshop which provided them first hand experience of customer insight research. | |
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July 2007 | One for all: active welfare and the single working-age benefit
What are the best options for a single working-age benefit that actively supports welfare-to-work policy? PwC is supporting an ippr project investigating citizen-centric welfare. The report is being issued by chapter. Following on from the release of a chapter exploring what a fair welfare contract might look like and what it would take to achieve one, this chapter shows that how the current system presents barriers to people who want to move into work and proposes one flat rate benefit for people out of work in place the multiple benefits and allowances currently available in the UK.
This chapter forms part of a report It's all about you: citizen-centred welfare, edited by ippr’s Jim Bennett and Graeme Cooke, to be published in September 2007. | |
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Feb 2007 | Guarding privacy in the federal government: a holistic approach
Pressure for the US federal government to protect the personal data and privacy of the American public is stronger than ever. The likelihood of privacy breaches occurring has increased with the enhanced portability of data on laptops, flash drives, cell phones, and other mobile devices. Mistakes in information security now have severe ramifications, including damage to public trust and the high cost of an often lengthy recovery period. As a result, senior executives at federal agencies are now wrestling with how to design and effectively implement comprehensive, strategic privacy programs. PricewaterhouseCoopers Washington Federal Practice, along with the Economist Intelligence Unit (EIU), recently examined the federal government’s progress in implementing privacy programs. | |
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July 2006 | The journey to the interface
Demos report
Drawing on over 50 interviews with service innovators from the public, private and voluntary sectors in the UK The journey to the interface makes the case for a fresh approach to public service reform – an approach that is less about competition and contestability, and more about closing the gap between what people want and need, and what service organisations do. | |
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