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The case studies in this volume are further evidence of impact of systems theory on front line services particularly within local government and need to liberate managers from pointless edicts and targets which litter the public sector. I have been hugely impressed with the impact that the work of John and his colleagues have had in challenging traditional thinking and shifting public services to design against demand. In turn it produces the wonderful outcome that managers abandon the pursuit of meeting redundant indicators and concentrate on public expectations for better services. --Steve Thomas, Chief Executive, Welsh Local Government Association.
This book provides any leader charged with service performance improvement and simultaneous cost reduction all the information necessary to deliver real-world improvement to customers. This method is well proven in my own organisation. -- Dr Carlton Brand, Corporate Director, Resources - Wiltshire Council.
Stephen Greenhalgh, Leader, Hammersmith & Fulham Council and Head of the Conservative Councils Innovation Unit
These case studies show how the application of the Vanguard method transforms the lives of both the customers and the people who deliver our local public services. This is essential reading for anyone who is interested in delivering better local services at lower cost. -- Stephen Greenhalgh, Leader, Hammersmith & Fulham Council and Head of the Conservative Councils Innovation Unit
an important contribution to the developing debate on the best tools and techniques that are required to improve public services, and not just from the point of view of cost, but from the perspective of the end user - the citizenry we all serve. Its pragmatic, example-driven approach will give a practical insight into the approaches and benefits that can come from the use of systems thinking. --Michael Willis, Chief Executive, Surrey Heath Borough Council
With unprecedented pressures on the Public Sector to significantly reduce its spending, this book offers practical examples of how `systems thinking' can both save money and transform services. Applying it will change the way you think. In Suffolk's Trading Standards service it reduced the time taken to deliver complete solutions to citizens from 60 days to just 6, whilst saving £80,000; creating 15% extra capacity and reducing staff by 10%. If you're in a position of influence in the public sector you can't afford not to know about this thinking. --Andrea Hill, Chief Executive, Suffolk County Council
This book provides any leader charged with service performance improvement and simultaneous cost reduction all the information necessary to deliver real-world improvement to customers. This method is well proven in my own organisation. -- Dr Carlton Brand, Corporate Director, Resources - Wiltshire Council.
Stephen Greenhalgh, Leader, Hammersmith & Fulham Council and Head of the Conservative Councils Innovation Unit
These case studies show how the application of the Vanguard method transforms the lives of both the customers and the people who deliver our local public services. This is essential reading for anyone who is interested in delivering better local services at lower cost. -- Stephen Greenhalgh, Leader, Hammersmith & Fulham Council and Head of the Conservative Councils Innovation Unit
an important contribution to the developing debate on the best tools and techniques that are required to improve public services, and not just from the point of view of cost, but from the perspective of the end user - the citizenry we all serve. Its pragmatic, example-driven approach will give a practical insight into the approaches and benefits that can come from the use of systems thinking. --Michael Willis, Chief Executive, Surrey Heath Borough Council
With unprecedented pressures on the Public Sector to significantly reduce its spending, this book offers practical examples of how `systems thinking' can both save money and transform services. Applying it will change the way you think. In Suffolk's Trading Standards service it reduced the time taken to deliver complete solutions to citizens from 60 days to just 6, whilst saving £80,000; creating 15% extra capacity and reducing staff by 10%. If you're in a position of influence in the public sector you can't afford not to know about this thinking. --Andrea Hill, Chief Executive, Suffolk County Council
Product Description
In his acclaimed 2008 book Systems Thinking in the Public Sector, John Seddon blew the whistle on public sector 'reform' and the flawed gospel of quasi-markets, competition, targets and inspection. He showed how thousands of people in the UK and elsewhere had been engaged at a cost of millions of pounds, to impose and enforce targets that simply made things worse ...Those people are still there - from the Audit Commission down - and the quasi-market model is still creating waste, driving up costs, damaging services and destroying morale.Now a new book spells out the alternative. Delivering Public Services that Work brings together case studies from 6 different public sector organisations, in the UK and New Zealand, that are using Systems Thinking to bring about rapid and extraordinary change. These Case Studies show: *How they did it, step by step. *How they overcame initial resistance and hostility from staff. *How they rolled-in (rather than rolled-out) the programme across other departments/services. *The astonishing results that have been achieved. *The unexpected benefits that can accrue (a 44% drop in staff illness in one case).
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