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The Whitehall Effect: How Whitehall Became the Enemy of Great Public Services - and What We Can Do About it By John Seddon,

  • Title: The Whitehall Effect: How Whitehall Became the Enemy of Great Public Services - and What We Can Do About it
  • Author: John Seddon
  • ISBN: -
  • Page: 333
  • Format: Kindle Edition
  • John Seddon is back This time with an uncompromising account of Whitehall s effect on our public services And it s a damning read The Whitehall Effect chronicles how the Whitehall ideas machine has failed to deliver on a monumental scale and what we can do about it We have a breathtaking opportunity to create public services that truly serve But only if WhitehallJohn Seddon is back This time with an uncompromising account of Whitehall s effect on our public services And it s a damning read The Whitehall Effect chronicles how the Whitehall ideas machine has failed to deliver on a monumental scale and what we can do about it We have a breathtaking opportunity to create public services that truly serve But only if Whitehall changes Why don t public services work very well One key reason is that they have been industrialised Part 1 explains why call centres, back offices, shared services, outsourcing and IT led change almost always lead to service failure It explains, in particular, why economies of scale are a myth Part 2 proposes a better and tried and tested alternative to the alienating and unresponsive experience of industrialised public services Good services are attuned and sensitive to peoples needs Where the industrialised approach tries to drive down costs but invariably drives them up, the better approach managing value drives costs down significantly Part 3 challenges conventional thinking and received wisdom about public services Targets, inspection and regulation have to be part of the solution, don t they Seddon explains why they re actually part of the problem and shows that the most effective lever of change and improvement is to stop managing the people public sector staff and managers and start managing the system they work in Part 4 discusses some of the current fads in public sector reform choice , managing demand , nudge and lean Politicians pursue them because they are plausible and fit their narrative, the story they like to tell about reform But these fads only make public services worse or, at best, detract from the opportunity at hand The opportunity John Seddon describes is breathtaking We can undo the costly debacle of public sector reform , but only if we first change Whitehall In Part 5 he describes how Whitehall is systemically incapable of listening to and acting on evidence and finally turn to how Whitehall needs to change if we are to turn away from the mistakes of the last 35 years and realise the profound opportunity open to us.
    The Whitehall Effect How Whitehall Became the Enemy of Great Public Services and What We Can Do About it John Seddon is back This time with an uncompromising account of Whitehall s effect on our public services And it s a damning read The Whitehall Effect chronicles how the Whitehall ideas machine has fa

    One thought on “The Whitehall Effect: How Whitehall Became the Enemy of Great Public Services - and What We Can Do About it”

    1. Failure demand the failure to do something or do something right for the customer is at the heart of this book.For anyone familiar with Seddon s work he is pretty clear that 95% of performance is related to the system at work and not the individual, therefore managing staff is largely a waste of time It s pretty hard for managers to accept that motivation, performance related pay, engagement and at the other end of the scale work harder has absolutely no impact on performance I am not sure I agr [...]

    2. Inspiring and depressing at the same time Seddon effectively demonstrates that we can save money and deliver better services by concentrating on the purposes of those services Ideology dictates that we use call centres and digital only services to save money For some services, using expert mediated help at the point of enquiry will save far money by solving problems the first time around The depressing bit is central government dogmatically ignores the real life improvements made from Seddon s [...]

    3. I m always convinced by John Seddon when he gets down to detail He can irritate people with his grand gestures and generalisations when he s speaking on a public platform, but his analysis of the way British and may other public services are run is incontestable when he gets down to detail.For this book he s moved away from an overarching systems thinking approach and, instead, focuses on the overarching nonsense of industrialising our public services Call centres, economies of scale, centralise [...]

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