public sector reform
On Ineptitude in Public Services
Management Thinker and ResPublica Fellow, Simon Caulkin, on the critical path to better government illuminated by John Seddon's new book
"...Instead of standardising demand through dumb computers, you put knowledgeable, concerned people on the front line as the first port of call where they can absorb the myriad variety of human need and allow it to ‘pull’ the appropriate solution. Initial transaction costs go up – sharp intake of breath from factory managers at HMRC – but overall costs go sharply down as time and rework are reduced. Processing times fall from weeks to days; customers send cake and flowers instead of brickbats..."
