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Modernising Public Services
Modernising Government means making sure that citizens and businesses come first. It
means a genuine partnership between those providing services and those using them. People
have grown impatient of barriers to effective and convenient service that stem simply from
the way government is organised. They should not have to worry about what part of
government they are dealing with. Government must deliver services and programmes that are
not only efficient and effective but also joined-up and responsive. People have grown used
to services being available when they want them, in some cases 24 hours a day, seven days
a week. We must move towards that in the public sector, where there is a demand. In short,
we want to provide public services that respond to users’ needs and are not arranged
for the providers’ convenience.
More services will be available in one-stop shops , supermarkets and councils, and you
will be given more choice of how to use services - whether through the Internet, via the
phone, by digital TV or face-to-face.
Each individual has their own needs and concerns. We are listening to, learning from
and understanding the needs of the public. We have set up the People’s Panel which
includes people from across the country so they can tell us what they think about public
services. We have set up Integrated Service Teams to identify the practical problems
facing people when they use public services.
The Government intends to bring about a significant transformation over the coming
years to ensure public services reflect real lives. Some of the commitments contained in
the White Paper are:
 | Health - by the end of 2000, everyone in the
country will be able to phone NHS Direct, 24 hours a day, for healthcare advice and
information from experienced, qualified nurses.
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| Jobs - by 2001, jobseekers should be able to
look for and apply for jobs through the Employment Service anywhere in England, Scotland
and Wales using the telephone or Internet, including evenings and weekends.
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| Learning - by 2002, students of all ages will
be able to access the National Grid for Learning, through all schools, colleges,
universities, public libraries and as many community centres as possible so as to share
high quality learning materials and have access to the wider Internet.
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| Older People - by the end of 2000, older people
should benefit from joined-up services and integrated planning in at least half our local
authorities.
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| Changing Address - a commitment for people to
notify different parts of government of details such as a change of address simply and
electronically in one transaction.
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| New Benefit Claimants - new benefit claimants will be able to deal
with their employment needs and benefit claims in one place through the Single
Work-Focused Gateway, eliminating the current duplication and confusion. |
Chapters 3 and 4 of the Modernising Government White Paper, are concerned with
improving the responsiveness and quality of services.
What do you think?
The White Paper does not pretend to have all the answers. We live in a fast-moving
world and therefore what is being put forward is an agenda for progress. You are on the
receiving end of services, so we want to hear from you about what else can be done to
improve your life.
Contact us by emailing: moderngov@gtnet.gov.uk
Send us your comments
on the Service First website |
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Last update March 1999
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