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Listening to the front line

CAB/50/09
9 July 2009  

If the Government continues to harness the innovative ideas of frontline workers, public services will keep improving, the head of the Civil Service said today. 

Sir Gus O’Donnell reaffirmed his commitment to making sure the experiences and ideas of delivery staff are included in policymaking on day three of Civil Service Live 09.

Sir Gus used his conference speech to launch ‘Listening to the front line’, the Government’s response to the Sunningdale Institute’s ‘Engagement & Aspiration’ report on the importance of learning from the front line.

Sir Gus said:

“We must ensure we capture the knowledge and experience of frontline staff -  – nobody knows about what works and what doesn’t better than the people delivering services themselves, and it’s vital that Whitehall policymakers reflect that  knowledge when designing Government policies.

“This is already a key part of many departments everyday practice. DWP’s ‘Back to the Floor’ scheme sends managers to work in Job Centres so that the people designing policies understand how they’ll work in the real world.

“The Sunningdale Institute was clear about the need to embed this kind of thinking across Whitehall, and I agree that it should be a key part of public service reform.”

Liam Byrne MP, Chief Secretary to the Treasury and Minister for Public Service Reform, also welcomed the report. He said:

"Decision making cannot begin and end in Whitehall. Policy works more effectively and efficiently when it draws on the experience and ideas of frontline staff.

“We must make sure the people who write the policy know where to turn, to keep frontline experience and the voices of citizens at the heart of our work.   This means putting the right networks in place so that the wisdom of frontline staff is called upon as a matter of course.

"There are already some great examples of this happening, for example the Inspiring Communities programme run by the Social Exclusion Taskforce.  This kind of best practice will be our guide as we ensure that the Civil Service leads from the front line in delivering  world-class public services."

Welcoming Listening to the Frontline, Sunningdale Institute Fellows Sir David Omand, Lord Victor Adebowale and Professor Ken Starkey said:

"Overall, we think this is an excellent and convincing response which demonstrates the range and depth of effort being invested in developing effective policy-making grounded in front-line insight.  We look forward to future developments with great interest and a sense of anticipation."

Notes to editors

1. Sir Gus O'Donnell was speaking at the Civil Service Live 2009 Conference at Olympia.
2. Listening to the frontline is available at http://www.cabinetoffice.gov.uk/media/219600/sunningdale-report.pdf
3. The Sunningdale Institute report Engagement and Aspiration, published in March 2009 is available at http://www.cabinetoffice.gov.uk/media/182021/sunningdale.pdf
4. More information on the DWP ‘Back to Floor’ scheme and the role of frontline staff in developing the NHS ‘Next Stage Review’ and the Social Exclusion Taskforce Inspiring Communities project is available from Anna Wright in the Cabinet Office press office on 0207 276 1273.

Tel: 020 7276 2533 – Fax: 020 7276 1273
www.cabinetoffice.gov.uk