Public Service Delivery: What the Citizen Expects
Michelle Harrison presented the findings of new IIPS research into the British public and their engagement with, and expectations of, public service delivery. This included:
- People's experiences of, and satisfaction with, their local services;
- Their aspirations for service transformation and for communication with providers;
- Attitudes towards the public sector’s use of personal data and;
- Citizens’ desire to participate in civic life
The presentation considered the opportunities for service providers to better connect with their customers and build end-user satisfaction. How can insight inform the delivery of public services and increase its efficiency?
Seminar Details
Chair: Eric Salama, CEO, Kantar Group
Speaker: Dr Michelle Harrison, Chair IIPS
Panellists
David Bell, Permanent Secretary DfES
Andrew Sheffield, Delivery and Transformation Group, Cabinet Office
