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Delivering and improving the service

• Key Points
• Making the difference
• Activity

Where employees are involved in a process of change, they are more likely to be supportive and committed to make it happen than if changes are simply imposed upon them.

Many of the changes taking place within the public services are aimed at ensuring a more client orientated approach. It is clear that some of these changes will impact upon the working conditions of employees. Engagement between managers, trade unions and employees at the preliminary stages of planning change will ensure that workforce issues are addressed at an early stage. This in turn will allow full attention to be paid to service improvements.

It is important to be able to demonstrate that the service has improved and that the joint project is delivering to the workforce as well as service users. Therefore, milestones have to be agreed along with locally determined performance indicators.

The key points on the next page provide a starting point for looking at the interaction between employment issues and improving the service.