Public Services Productivity Panel
Customer-focused government: from policy to delivery
What does customer-focus mean in a public sector context? Who is the customer? How do you define them in a way which focuses and improves service delivery without compromising the public servant's responsibility to serve the public as a whole?
This ground-breaking report uses the concept of the public as customer to help transform public services from policy-making through implementation to service delivery. It argues that politicians and civil servants have much more systematically to base their policies and operations around the needs of customers - informed by customers wherever possible - to increase their capacity to meet rising public expectations. It then lays out a step-by-step path to help each public sector organisation define detailed recommendations that would apply to their particular case. It is structured in two parts:
Part I describes the overall concept and highlights core recommendations. It is directed at Ministers, senior public sector managers and policy makers.
Part II is a self-assessment model, a practical tool to help apply the concept as part of a change programme. It helps define a direction for the development of specific recommendations for each organisation. Many of the elements can also be implemented at business unit level.
The report is available below in Adobe Acrobat Portable Document Format (PDF). If you do not have Adobe Acrobat installed on your computer you can download the software free of charge from the Adobe website. For alternative ways to read PDF documents and further information on website accessibility visit the HM Treasury accessibility page.
Media links
- PDF file of Customer Focused Government Report Part I
- PDF file of Customer Focused Government Report Part II: Self-Assessment Model
Hard copies available from:
The Public Enquiry Unit, HM Treasury, Parliament Street, London SW1P 3AG.
Tel: 020 7270 4558; Fax: 020 7270 4574.
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