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Last updated: 08 December 2009
| chapter | Themes | Case studies |
|---|---|---|
| Chapter 1: Rights and entitlements |
Entitlements can clarify accountability, with a reduced need for central targets and bureaucracy | Social rights and minimum standards in health and childcare, Finland Rights to health care and child care that meet key standards empower citizens in Finland. Compact with Young Australians Guaranteeing a place in education or training to those under 25, the Government’s Compact is expected to give 135,000 young people higher qualifications. |
| Entitlements are most effectively used to drive equity of access and quality in public services | 07-09-09 healthcare guarantee, Sweden Citizens in Sweden have the right to see a specialist within 90 days. The e-Citizen Charter, The Netherlands An e-Citizen Charter in the Netherlands, among other things, gives citizens the right to choose the channel through which they interact with services. |
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| Strong, simple redress is critical to realising entitlements in a self-reinforcing system | The National Ombudsman, The Netherlands The Ombudsman is a single person with strong powers of investigation who produces an annual report to name and shame agencies with poor complaints records. |
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| Chapter 2: Empowering citizens in the information age with clarity, choice and voice |
Count what counts – collect and provide reliable, balanced information | Healthcare Quality and Efficiency Reports, Sweden Annual reports provide citizens and professionals with a benchmarking tool to compare the performance of county councils and regions against indicators of quality, patient experience and cost. State of the USA SUSA empowers citizens to access and analyse the health of their society by bringing together data on economic, social and environmental outcomes. |
| Open up information for citizens – e.g. so citizens can compare between services | Compare Services, Sweden Stockholm City Council facilitates informed citizen choice by providing information online on public, private and third sector providers of social care and child care services. Democratisation of Government Data, Washington Data streams from the city Government’s agencies have been opened up to citizens for use online as part of the Government’s transparency agenda. The new mapping application Open Book portal, New York Citizens are given a roadmap to follow their tax dollars through government to public services. Builds on the federal-level website recovery.gov. |
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| Open up information for re-use | Data.gov, USA An online portal enables users to find, download and use datasets that are generated and held by the Federal Government. |
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| Harness power of networks – interactivity and web 2.0 | The Cyber Policy Forum, Seoul, Korea Online discussions engage citizens in the policy-making process by providing an opportunity for dialogue between expert, members of the public and policymakers. Participatory Budgeting, Germany Citizens are empowered to participate in planning the budget by submitting online proposals and voting on these. |
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| Chapter 3: Personalisation |
Streamline transactional services so that they are more integrated for the user | Service Canada A ‘one-stop’ delivery network giving citizens The choice of online, in person or telephone access to services. Cross Road Bank, Belgium Crossroad Bank facilitates the sharing of information between government agencies to rationalise information exchanges between citizens, employers and the state. Sundhed.dk, Denmark An online health forum providing personalised health information and access to online consultation and prescription ordering. |
| Use lead professionals to better engage with people with complex needs who access a range of services | Special Education teachers, Finland Special education teachers provide extra one on one support to pupils who are falling behind. Wraparound Milwaukee, USA A personalised package of tailored support is provided by a lead professional to children with serious emotional disturbance to keep them from being placed in an institution. |
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| Give users of services genuine control | Personal budgets for mental health patients, Oregon Clients receive a one-time personal budget of $3,000 to be used over a one year period, in addition to traditional clinical services. |
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| Chapter 4: Prevention |
Better diagnosis of needs and more intelligent targeting of resources | CLEARMap, Chicago Officers effectively focus deterrence efforts by accessing information remotely on the beat and detailed crime maps are available on a public-facing website. Health Buddy pilot, The Netherlands A home health monitoring system enables daily medical assessment of diabetes patients, giving nurses access to early warning signs. |
| Move towards a ‘problem solving approach’ for people with complex needs | Justice Reinvestment, Texas Diverts funding for new prisons into rehabilitation to reduce the prison population. Harlem Children’s Zone, New York The Zone provides a pipeline of support from Baby College to Promise Academy Charter Schools. |
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| Culture of wider measures to empower users: greater peer support, more direct budgetary control, partnership working in performance management and changes in professional culture | Joint Care, Denmark The hospital creates conditions for greater peer support to help patients recover quicker |
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| Chapter 5: New Professionalism and New Organisations |
Unlocking creativity and ambition | Performance and Development Culture, Australia Schools develop their own measures by which to assess teachers’ performance, fostering leadership and ownership of school improvement. |
| Individual professionals compare their performance with their peers | Performance Management in Singapore’s schools Teachers are assessed against four clusters of competencies and awarded a grade. Those awarded the top grade receive a significant bonus. |
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| Professionals own the quality improvement agenda | National Healthcare Quality Registries, Sweden Medical practitioners take the lead in developing registries to compare data on treatment outcomes, informing continuous improvement across the country. The Alberta Initiative for School Improvement Teachers take a lead in developing research projects to develop best practice according to the needs of their own schools. Findings are disseminated to other teachers in the State. |
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| Innovative organisational forms | Knowledge is Power (KIPP) programme, USA A chain of 82 schools set very high quality thresholds for the recruitment of staff and benefit from a quick roll-out of innovations. Wohlfahrtsverbande, large third sector organisations in Germany In Germany the third sector plays a significant role in delivering public services, combining local responsiveness with national level structures and networks for professionals. Harbour 17 is one example of the innovative work of the Deacon Association in children’s services. Neighbourhood Place, Louisville, USA Co-locates health, social care, welfare and education services, providing easy access for vulnerable groups. |