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Reforming for Customers

The "Reforming for Customers" seminar series brought together senior members of the Civil Service and public service managers to discuss topical issues related to customer focused reform. The aim of the series was to clarify and deepen attendees' understanding of the reform process and learn from each other's experiences in making public services more responsive to customers.

The menu takes you to each seminar by subject.

Topic: New ways of interacting: franchising, networks, federations, syndicates and collaboratives - drivers for reform?

• New ways of interacting (pdf version)
• New ways of interacting (Word version)
• New ways of interacting (rtf version)

Topic: Choice and contestability - public expectations and provider capacity.

• Choice and contestability (pdf version)
• Choice and contestability (Word version)
• Choice and contestability (rtf version)

Topic: Earned autonomy - two-tier treatment or the key to empowerment?

• Earned autonomy (pdf version)
• Earned autonomy (Word version)
• Earned autonomy (rtf version)

Topic: Customer focus - making it happen

• Customer focus (pdf version)
• Customer focus (Word version)
• Customer focus (rtf version)

Topic: The role of customers and citizens in public service reform

• The role of customers and citizens in public service reform (pdf version)
• The role of customers and citizens in public service reform (Word version)
• The role of customers and citizens in public service reform (rtf version)

Topic: The role of communication in reform

• The role of communication in reform (pdf version)
• The role of communication in reform (Word version)
• The role of communication in reform (rtf version)