E-Efficiency and E-Effectiveness of Public Services

It is my firm belief that public services can be at the cutting edge of digital developments. In a previous blogs I eulogised about the savings in both customer time and actual cost that came from the Passport Office sharing digital information with the DVLA.  Yet despite so much excellent... Read More

Value Confusion: The Problem of Lean in Public Services

Introduction For well over a decade continuous improvement approaches have been formally applied in the public sector in the UK and elsewhere, in an attempt to improve service quality and streamline processes, often in response to cuts in public expenditure budgets imposed by governments. Many public services in the UK... Read More