First Minister Welcomes Research Into Public Services In Scotland

New research which shows that people in Scotland are generally more satisfied with public services than their UK counterparts was welcomed by First Minster Donald Dewar today.

Key findings to emerge from the People's Panel initiative are:

• there is strong support in Scotland for local services becoming more directly responsive to users, with surveys of residents' opinions being particularly popular;
• there is also strong support for joined-up government initiatives as one-stop shops and electronic government, but some cited concerns about confidentiality in respect of the latter;
• while the majority of panel members in Scotland agree that public service providers have improved on how they listen to complaints, over half think they do not take their complaints seriously;
• people in Scotland record higher use of local bus services for commuting to work and shopping than in the UK Panel as a whole, and Scottish bus users are among the most satisfied in the UK across a range of service criteria;
• although Scots report using train services slightly less than others in the UK, they generally report the highest satisfaction levels;
• out of the options to raise revenue for public services presented to Panel members, the least popular option in Scotland is the gradual doubling in the price of petrol (nine out of ten panel members in Scotland opposed) while the least unpopular is the introduction of a 1632 charge to motorists driving through town centres at peak times (one third of Panel members supported this option).

Mr Dewar said:

"In the early stages of the new administration, I am particularly pleased to welcome the publication of the results of the first two waves of research carried out under the People's Panel initiative.

"A key consideration for the Scottish Parliament and the Executive will be to take into account what people are saying about our public services and how they can be improved. These findings will play a part in assisting in the formulation of our policies on how we can improve public service in Scotland to meet the needs and aspirations of the people.

"Scotland has a proud reputation of high quality and efficient public services. My colleagues and I are keen to ensure that this reputation is upheld and reinforced."

Technical details

1. In April 1998, the Service First Unit in the Cabinet Office commissioned MORI, the market research company, and the School of Public Policy at Birmingham University to set up the People's Panel. The Panel was set up as part of a wider programme to modernise government and make services responsive to users.
2. The first two waves of fieldwork were as follows:
   • Wave 1: MORI interviewed 5,064 adults aged 16+ throughout the UK. Interviews were conducted face-to-face, in home, between 20 June and 30 September 1998. Data are weighted to the known profile of the population.
   • Wave 2: MORI interviewed 3,003 recruited Panel Members aged 16+ throughout the UK. Interviews were conducted by telephone between 10 August and 5 November 1998. Data are weighted to the known profile of the population.
3. In October 1998 and January 1999 results from the first two waves of fieldwork were published by the Cabinet Office. However, the size of the Panel means that it is possible to examine the data at a regional level, and still retain robust results for many, although not all, issues. Regional analysis of this type is particularly useful and interesting for Scotland which has its own separate services in a number of areas such as education and health, its own local government structure and its own legal system.
4. The two research findings report on the most significant results, drawn from the 401 and 255 respondents in each of the research waves (surveys carried out as part of the People's Panel initiative can involve all Panel members or a subsample of members). The documents draw particular attention to occasions where the Scottish perspective differed from the national UK response. The findings provide useful information on attitudes to public services in Scotland, including views on possible innovations in the delivery of those services.
5. The results of the two surveys are based upon a total Scottish sample of 401 and 255 respectively. While these sample sizes are sufficient to provide reasonably robust results based upon analysis of the whole sample, care should be taken when interpreting results based upon sub-samples.
6. Dr Nuala Gormley a research consultant commissioned by The Scottish Office Central Research Unit carried out the analysis drawing on data provided by the Cabinet Office.
7. Media can obtain copies of the research finding summaries by contacting the number below.
8. Non-media can obtain copies free of charge from the Scottish Executive Central Research Unit or on the Central Research Unit section of the Scottish Executive web site (www.scotland.gov.uk). Alternatively, contact Ben Page or Jessica Elgood at MORI (020-7347 3000 or e: [email protected]).
9. Information about the UK wide People's Panel is available from The Service First Unit in The Cabinet Office (0345-22 32 42) and from the Service First web site at www.servicefirst.gov.uk