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Taking service improvement forward

Service improvement must deliver effective outcomes for users, employees and trade unions.

Go through each Indicator and the corresponding Good Practice questions and choose the number that you think accurately reflects your organisations.

1 = Never Happens through to 5 = Happens all the time

Indicator 1 - Leaders take responsibility for service improvement
  1. Do leaders engage early in the planning stage?
  2. Leaders at different levels all demonstrate a clear commitment to the process.
  3. Are champions of the service improvement established and involved?
Indicator 2 - Joint working is in place at each stage of the implementation process
  1. Do you establish joint problem solving working groups to look at service improvement?
  2. Is there joint development of specifications for service design?
  3. Are trade unions involved in key decisions affecting the service e.g. procurement strategies?
Indicator 3 - Interventions used to keep the improvement process on track and overcome blockages
  1. Do you use external facilitation to set up working groups and progress projects?
  2. Are there early warning processes in place to pick up potential issues or problems that might delay the service improvement process?
Indicator 4 - Employers free up employees to contribute to the development of the service improvement
  1. Do you factor in reasonable cost of involvement of staff into budget?
  2. Is trade union facility time in working groups, cost of staff attendance considered?
Indicator 5 - Joint communication of progress and outcomes to all employees
  1. Is there any regular communication with employees of progress in the form of:
    • Surveys and focus groups
    • Newsletters and web-based communication
  2. Is there joint agreement between employees and trade unions on the agenda and message?
  3. Are guidance and toolkits jointly agreed and produced?
  4. Are there joint presentations to staff on progress, outcomes and next steps?
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