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Involving Users - Improving the delivery of local public services

Involving Users is the result of a two-year action research project by the National Consumer Council and Consumer Congress, sponsored by the Cabinet Office.  Effective consultation and involvement are not easy and the reports give pointers to how barriers can be overcome.

Improving the delivery of local public services [pdf icon]- Many findings emerged which are of wider application and these are set out in this report.  It is intended primarily for public service managers and staff, but it should also be of interest to consumer, advice and community organisations.
Improving the delivery of healthcare [pdf icon] - This report describes how the Leicester Royal Infirmary NHS Trust worked with black and minority ethnic communities to draw up a service improvement action plan.
Improving the delivery of housing management [pdf icon] - This report describes how Sandwell Borough Council worked with tenants on the Hately Heath estate to draw up a charter and an action plan to improve its housing management services.
Improving the delivery of education [pdf icon] - This report describes how three Cambridgeshire schools worked with parents to draw up a standards document, an action plan and a home-school agreement to improve communications between home and school.
Improving the delivery of benefits [pdf icon]- This report describes how the North Cheshire Districts Benefits Agency worked with local user representatives to draw up a document backed by an action plan to improve local service delivery.

The work was carried out by Mike Bartram, Anita Abel and Rue Murphy of the National Consumer Council, 20 Grosvenor Gardens, London SW1W ODH.   Telephone/minicom: 020 7 730 3469.  Email: info@ncc.org.uk

 

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Last update March 1999