Against a backdrop of spending reviews and proposed cuts, the British public and public sector workers unexpectedly show remarkable and uncanny consensus on what makes good public services, particularly on efficiency. Both groups agree on the three most important factors: value for money, better management and more staff dealing with customers, even if they rank them in a different order. Interestingly, they also both agree that efficient public services are not primarily about spending cuts.
A major survey by The Work Foundation, sponsored by Adobe, asked citizens and public sector workers what high quality, customer-focused, efficient services look like. The research found that both public service workers and citizens want services with high levels of customer satisfaction, offering taxpayers value for money and with competent and satisfied staff. 83% of public workers and 68% of citizens believe that customer satisfaction is the best indicator of a high quality public service.
Personalisation or tailored services, performance targets and private sector investment in public services are not regarded by respondents as key factors in achieving better public services.
The survey also showed that value for money is the best way to achieve customer satisfaction, and that this does not mean offering the cheapest service. Although value for money is what the Gershon Review is all about, influencing public perceptions of value for money remains a key challenge. It is clear from the survey results, however, that spending cuts are not the way to persuade people that value for money is being delivered. Less than 1 in 10 respondents to either the citizen or the public workers survey regard cuts in resources as the best route to efficiency.
Unsurprisingly, public workers regard their own competence and job satisfaction as crucial to better public services. Almost half (47%) regard staff competence as vital to customer-focused service, and two-thirds (66%) believe satisfied staff make for a high quality service. The public tend to agree ñ staff satisfaction was the third most important factor to them after their own satisfaction and value for money.
People and money are the key issues for improving public services, but ICT also has a supporting role. Citizens are happy with how they can currently access services, with a third preferring online access, a third telephone and a third face-to-face interaction. The majority of citizens recognise that ICT is perfect for simple transactions and more than three quarters like to access services outside of normal working hours. However, for complex or confidential queries, the public want access, via telephone or face-to-face, to competent and attentive staff.
Commenting on the results, Alexandra Jones, Senior Researcher, The Work Foundation, said, ìAgainst the accepted stereotype, the public clearly understands that cutting spending will not in itself improve services. Across the board, people want to see value, indicating that they are prepared to pay a fair price for good services. As is often the case, improvement is not the result of a silver bullet such as ICT, even though technology clearly has a role to play in giving customers the services they want.î
Laura Williams, Researcher, The Work Foundation, added, ìCustomer satisfaction is the best indicator of high quality, customer-focused, and efficient public services. Whilst ICT can support public service improvements, it is competent, attentive and helpful staff who make all the difference to the service delivered.î
Dont trade quality for cuts
Citizens and public workers agree on what makes great public services
