Participative Public Services Public Service Improvement Services as scripts Better outcomes, higher productivity comes from new roles And new relationships Four basic approaches
Participative Public Services Transactional Services I know what I want get me it when I want it, fast E-services, 24/7, new channels The Liverpool City rat catching service
Participative Public Services Personalised Services I know I need something but I am not sure what Conversational, personal guidance, exploratory In Control and social care: individualised budgets + person centred planning Western Australia learning disability service
Participative Public Services Self managed solutions I need something but I want to provide/deliver the solution myself Success = not having a service but a tool German and British approaches to heart disease management The eBay model
Participative Public Services Preventative solutions I don’t need a service because there is no problem Success = equipping people to avoid problems in the first place Diabetes and long term conditions The Smoke Alarm or the Fire Engine?
Participative Public Services BothAnd Consumers Participants Delivering valueCo-creating it Exchange/transferInteraction Value chains Creative communities Professionals/producersPeer to peer support, Pro Ams Institutional knowledgeShared knowledge Centralised resourcesDistributed resources ServeMobilise ServicesTools
Participative Public Services What’s the direction of travel? Transforming outcomes and services by encouraging more people to become participants in designing solutions and implementing them Designing services to promote participation Every public service should come with an invitation to participate The more public services can enlist people as participants the more productive, effective and flexible solutions will be mobilising their knowledge and resources alongside those of professionals
Participative Public Services Where has it come from and why now? Participation and community: the liberal/radical left Self help and independence: the Victorian values right Exhaustion of “Mckinsey state” approach to public service reform Post Blair search for new narrative of public reform Cameron and Brown YouTube culture: public services 2.0, the user generated state Fiscal realities mean professional models rationed Radical innovation invariably starts in the margins: In Control
Participative Public Services Does it work in the developing world Barefoot bottom up models of organisation Peer to peer support : Grameen, Aids networks Adaptive to local dispersed needs
Participative Public Services Big issues Who can and wants to be participants, when ? Tools and support to allow more participation Financial frameworks for participation Role of professionals and providers Supply side flexibility: what’s not on the menu Person centric measures of outcome Economics: is it too costly or a ramp for cost cutting ?
Participative Public Services Big issues Equity : is it just for the better off, more articulate ? Fraud, risk and abuse Professional opposition Audit and accountability Innovation and regulation Voluntary sector role and maturity Political leadership Scaling up
Participative Public Services Big issues Production by the masses not for the masses Participating in solutions that count for them, not in our systems
Participative Public Services International Symposium Career Development and Public Policy Charles Leadbeater: Aviemore, October 2007