Citizens, service delivery and the surveys...

The imperative to make financial savings has prompted public sector leaders to change the way in which they approach service delivery. Ipsos’s public sector leaders survey shows that “redesigning services to meet users’ needs in a different way” is the strategy local government (and health) leaders think will lead to the most improvement in service delivery. This citizen-centric approach may be the longest-running element of the debate about public service reform. But are people actually interested in getting more involved in local service design and service delivery? The latest Community Life survey data from the Cabinet Office suggests there is some public appetite for this. The results show that just under half of people would like to be more involved in decisions made by their council. In reality, and depending on the issue, people want varying levels of engagement - from simply wanting to know more, to wanting a say, to actually wanting to get involved. And they want assurances that this will actually make a difference. While the debate about new models of local service delivery looks set to roll on, public anxiety grows. Our poll for the New Local Government Network found 55% were concerned about the impact of council service cuts on families over the next 12 months. At the same time, there is a strong conviction that local government is best placed to see communities through these challenging times. There must be an open and honest debate about the changes ahead, but also one that provides the necessary reassurances.

This article was first published on the LGC website.