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The Route to Better Public Services

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Last updated: 24/3/2006

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The case for service improvement

Openness and transparency in implementation is vital for successful service improvements.

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 - Early engagement of stakeholders on the need for service improvement

Do people share their ideas about service improvement straight away?
- 1
- 2
- 3
- 4
- 5
Is information shared (e.g. about change, constraints, or pressures facing the organisation/union)?
- 1
- 2
- 3
- 4
- 5
Are there opportunities for constructive discussion at an early stage in the development of service improvements between union and managers?
- 1
- 2
- 3
- 4
- 5

Indicator 2 - Joint agreement of service improvement between employers and unions

Is there a common understanding of the current performance of the service?
- 1
- 2
- 3
- 4
- 5
Is there an agreed approach to evaluating the current performance of the service?
- 1
- 2
- 3
- 4
- 5
Do you use joint working approaches on service improvement issues to define the service improvement issues?
- 1
- 2
- 3
- 4
- 5
Do you use customer information to help define the service improvement issues?
- 1
- 2
- 3
- 4
- 5
Do you start with an agreed action plan (indicators/targets/objectives)?
- 1
- 2
- 3
- 4
- 5

Indicator 3 - Communicating the case for service improvement

Do you use joint communications?
- 1
- 2
- 3
- 4
- 5
Do you use joint communications to talk about service improvement issues?
- 1
- 2
- 3
- 4
- 5
Do you have an agreed way of communicating change to:
- Staff
  - 1
  - 2
  - 3
  - 4
  - 5
- Service Users
  - 1
  - 2
  - 3
  - 4
  - 5

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