Government Attempt to Manage the Performance of Public Services - Essay Example

Government Attempt to Manage the Performance of Public Services Any given government in the globe usually takes the biggest stake in the public services delivery. Governments have one major role to play in any particular scenario and that is community service provision. Almost the entire community services are focused on the system of social welfare, For instance; public housing. On the other hand, some services may be granted to persons with specific needs like disability services delivery and age care. Other services that the government ensures performance are basically such services that each and every national in the community being looked at may call for at a certain point in their life such as services of the police, education in school and situations that need emergency services. Fundamentally, the government’s delivery of services revolves around the public goods provision. This is done through the creation of a framework of legal services that stipulates the ownership rules as regards the operation of market and property. For instance, property rights enforcement, putting power abuses to checks as well as the rule of law upholding. That is a framework which works as an umbrella of task and obligations of court, the police as well as the overall corrective services in the process of ensuring law and order. The other aspect of public goods is the adverse events management with the inclusion of emergency services work like flood and fire control. Also under this second aspect are the health system issues Besides the public goods provision, any given government of a country has to ensure more equitable way of services consumption. These are especially those ones considered by government to end up impacting the public good. Another perspective of ensuring equitable ways of consumption of services is that where spillovers are of public wellbeing such as health services, housing, education, and community and ambulance services. (pc.gov.au, 2009) This is the study which has its focus upon the part played by the government of U.K in public service provision and delivery. To this issue’s focus, the question to be answered by this study will be,” How does the government attempt to manage the performance of public services, and what issues are raised?’’ Examples to support the answer given to this question will also be provided. The approach will try and make the most understandable and comprehensive observation of this in U.K’s perspective. The UK government of 2001 was a reelected government for another term upon a manifesto that said, “Renewal of public services” (76) It was heard to want to request to be given a third term in office courtesy of its ability to enhance service delivery at a higher level. This is with particular concerns to education, welfare, health and criminal justice. The developments witnessed during Thatcher’s era are the developments on public management. Emphasis was largely placed on output and performance measurement. The providers of the service are highly put on their toes by the fact that they are being requested to give more detail as regards policy targets and goals. More explicit accounts are being sought after. The nationals of UK have been transformed in such a way that they see themselves in the position of critical customers and choice bearing as opposed to being grateful and passive recipients. (Drewry, et al, 2005 p76) In U.K, the approach to public service delivery has been dedicated to the PSAs framework. PSA is based upon four principles of performance of public service. These principles are found in the first chapter of spending review of 2002 Whites’ Paper. The White Paper talks about the long-terms’ clear goals that are outcome-oriented, set by the U.K government .The government ensure the responsibility devolution to those who provide public services and also make sure that flexibility is maximised locally. Also government enhances discretion in the innovation process as well as giving incentives to achieve local community’s needs. There are various independent and effective inspection and audit arranged and organised by government to make sure accountability is of high quality .Transparency is the thing that the government tries to achieve, where it applies apt information regarding national and local performance .Therefore, the principle that the government spends time to optimise are transparency, audit and inspection, responsibility, devolution and outcome oriented types of goals. The government has a special focus set for the outcome oriented goals’ principle through PSA. These are the goals that are precisely set and that look forward to main outcomes for the benefit of the entire public and these set goals have a time duration set for delivery. Goal setting is all about target setting on the side of the public. The target aid in giving a crystal clear statement to the public upon what the government has aimed at achieving or accomplishing. Direction is another thing that targets help doing in the determinant as far as agents for service delivery are concerned Target set out the basis of working items and the non-working items as well. Effectiveness in this third usefulness of targets is for the spreading of good practice and rewards that go tandem. The government makes it a responsibility that belongs to them, the setting of the right types of target groups. To this front, it calls for targets to be Specific, Measurable, Achievable, Relevant as well as timed-SMART. While in the process of setting the targets, the UK government warns of the hurdles to avoid and these revolves around the process of evaluation. An example to illustrate this is the coverage in the recent times by the press concerning the health department to reduce the times of maximum waiting as well as the units for emerging to about four hours. The magnitude of the target was determined in such a method so as to achieve the target, the units of emergency and urgent care type of services; offered by A and E department. This approach of the UK government on the public sector services delivery by way of PSAs was first implemented through the Corporate Social Responsibility function. The CSR function set around 600 targets of performance in about 35 areas of the UK government. Most of these targets set by the CSR were input-oriented. However, to reduce on expenditure the targets were brought down to approximately 160 and the same case happened to the areas of the government which were reduced to 18 major departments. The SR2000 brought about a revised form of the targets by the PSAs where they introduced joint targets and the supporting documents to the plan of PSAs. The PSAs plan was in the form of service delivery agreement and technical notes. This new form of PSA had five major unique features. The features included the objectives which determine what PSAs is looking to achieve, an aim which sets the statement of PSAs role, performance targets that outline the SMART outcomes, the ones responsible for targets delivery and the value of money target which was to be implemented in all departments. (Hill, 2003) The pwc.co.uk website notes that this issue of efficiency with concern focused on the public sector has been a common concept. It is all about the best utilisation of the factors of production while at the same time giving way to efficiency in the long run. This concept of public sector service delivery efficiency is an obligation for two governmental branches. These are the central and the local government. The various areas that need efficiency as is further noted by this Websites can be outlined as follows: Framework of performance management- this is all about the framework development that have efficacy in the line of incentive improvement. Customer strategies- this is a concept that deals within the process by which citizens are provided with services as well as that particular service adapting to upgrade on outcomes and cut down the expending involved. Balanced scorecard- it is all concerned with the performance and the objectives of the most important tasks. This results to a oneness state in any given organisation that is providing services. Governance of agency- this refers to the holding of the board as the one responsible for effective and appropriate ways. Process improvement- this regards the design of processes and the simultaneous considerations of the staff members and the managers involved up to the point of process implementation Corporate service performance- a process of determining the bench mark services and implementation without forgetting the preparation of the plans set for the improvement of the levels of performance Cost reduction- involves the utilization of participation as an approach to the agreeing, prioritizing and implementation management. Intervention- basically refers to turning around of the dismally performing operations Shared services-this is the measuring of the full potential, getting the support from the inside the organization and the final process of implementation. The policy of human resources and practice- this will be the procedure used to ensure the employee-centric terms’ rebalancing as appertains the terms and the conditions. The wages are utilised as the leveler for performance measurement and giving of advice upon management of effective forms of performance. Procurement- this is the market’s management and analysing; bulk buying, coming up with excellence centers as well as the recovery of debts and discounts. This list, thus, forms the major approach of efficiency improving with the members of public being the main focus (pwc.co.ke.uk, 2011) Issues To ensure high levels of performance in the public sector service delivery, the government has moved to the level of attempting to bring about the e-governance approach to this service delivery issue. Along with the government, a study performed by Evision has made it an essential suggestion that new online channels should be opened up by the public sector and also ensures that whatever is highly expensive and that will cause a burden to citizens should be restricted to those who really need such expensive options. The issue of moving to e-governance according to the author should not be viewed in terms of its being an information technology project but as a portfolio for pragramme. Bellman who is the director for Deloitte’s public sector made some sentiments that over the last ten years the government has erroneously been treating digital kinds of services as an aside thing that augments the traditionally common paperwork, face-face contact or telephone instead of replacing these olden days’ systems with the new I.T way Public sectors players should embrace and implement digital services to the public tasks performance in such a way that this results in a permanent shed of the old system. The bodies of the public may not be hopeful in cutting of outlays as well as ensuring sustainability unless they moved to this new way of doing things. Furthermore, self service approach to public service delivery would be enhanced and which would lead to sustainability in the long term and costs would thus be permanently reduced. This is one of the major issues that are raised after the study’s findings. (Evinson, 2011) Other authors like Lee-Kelly and Kolsaker in 2008 noted that the citizens of U.K are not allowed so much for this system of e-governance service delivery method is very low. Moderate value is what is perceived to be gainable by most. The major stakeholder or rather beneficiaries just appreciate on personalization, ability to communicate and user friendliness factors of e-governance. This as per author has an indication of the future that the low responsiveness may make a suggestion that in a generic way interest arousal is low. Those who have already started using some service of e-governance are, however, appreciative of the key benefits involved. (Kolsaker and Lee-kelly, 2008) E-governance and E-government, according to Khosrowpour is an issue that has been exaggerated by senior public officials and politicians alike. They purport to effect it sooner than later. Administrations like hat of Blair on the other hand are in the frontline in complaining about the sluggishness in the implementation of this new kind of service delivery by the government. Khosrowpour writes in his book that e-governance is a futuristic issue as well as something that has been there before. Thus, it is a process in progress. The biggest focus about e-governance is especially on the local government of UK. Of great concern, though, is the fact that the call for organisational change with regards to e-governance and e-government has not been totally looked into. (Khosrowpour, 2005 p44) Another major issue of the public sector services’ delivery as noted by Dent is that of managing of assets that belong to the public sector. He considers the assets belonging to the local authority and the focus is on the overall objectives of management. Most questions of the ones being raised about the management of public sector property that of such as; what is the categorisation of public assets? What is the perception by the local authorities? The study by this writer narrows to make evaluations and analysis of data collected with regards to assets valuation of assets belonging to the public sector. Of major concern is the appropriateness of the methods applied in valuation and also the expectations given to the public about these values. While offering services to the members of public, thus, the local authority’s public assets’ valuation remains a great concern. This means that it remains an issue of future concern in the UK. (Dent, 1997) Though issues facing the public sector service delivery are many, one cannot go without mentioning the issue of sickness management on the part of the public sector. The right of absence in case a person is sick forms the core portion of the employer-employee contract. The employers are faced with the duty of law to make sure that their employees are not made sick by the tasks they do. Long-term absence due to sickness and short-term absence have not been given a clear point of demarcation. Thus, this stands as an issue of public service delivery. (hse.gov, 2004) It is good to note that, though, it sounds as not a service to the public, it is of essence to note that the concerned are stakeholders to the public sector service delivery but just happen to be internal consumers of this. While concluding it is good to note that the service delivery in the UK by the government is an issue that has attracted writers a big deal. This is especially due to the fact that the system is not embracing the movement to e-governance as the case would be expected to be. There are several other issues of concern as well like absence due to sickness right, and valuation of assets belonging to the local authority among others. Issues of public services delivery were not an issue that was of concern to the government before 2001. This is during the period when Blair was the prime minister of UK. Also to note is the fact that attention was drawn to it due to the fact that it was in Blair’s party manifesto that they would ensure quality public service delivery. This is noted in trying to answer the study question,” How does the government attempt to manage the performance of public services, and what issues are raised?’’ Reference list: Dent, Peter (1997). Managing public sector property assets: the valuation issues. Retrieved 6th April 2011 http://www.emeraldinsight.com/journals.htm?articleid=845462& Drewry, Gavin, Greve, Carsten and Tanquerel, Thierry. (2005). Contracts, performance measurement and accountability in the public sector. IOS Press. p76. Evison, James. (2011). Public sector must move to e-governance. Retrieved 6th April 2011 http://www.localgov.co.uk/index.cfm?method=news.detail&id=97926 Hill Alex. (2003). Evaluating Performance in Public Services. Retrieved 6th April 2011 http://docs.google.com/viewer?a=v&q=cache:tSnyiEwOQL0J:www.niesr.ac.uk/event /evalc/Hillhandouts.pdf+UK+governments+role+in+public+services+performance&h l=en&gl=ke&pid=bl&srcid=ADGEEShzzQIAKY8TQbAomiPJvgDbtYKufkGOfyhd gj2tJgiPGl0LivNQ- 7gik4CMcrKx2SUdI1fzGF0tTMlmodzjrNzBLVElcO6jADptPTp_pjPr_Xzmcb2l_pQ 2CeBnWKXMXkUBxSi9&sig=AHIEtbQTcsJS2Who-oDPpKCe6ZTH1H8-vw hse.gov.uk. (2004). Managing Sickness Absence in the Public Sector. Retrieved 6th April 2011 http://docs.google.com/viewer?a=v&q=cache:z4agjTWVbnYJ:www.hse.gov.uk/gse/s ickness.pdf+ISSUES+OF+MANAGING+THE+PUBLIC+SECTOR+UK&hl=en&gl= ke&pid=bl&srcid=ADGEEShwFsTqwDJc_wdB8MLdUlRChbI2cBwIPDRLMdR_dZ CBrHgXa8pyjpkItCAlYEuCdOGi- 8mhQKa45y_wTvtofs0WaOkCP7QvRbo5N0haPQk- m_2XjlWbo1EvmL2wbhq2Swo5-qmA&sig=AHIEtbSg_z- fvzyzyaYSXbLOz0zXaQniPw Khosrowpour, Mehdi. (2005). Practicing e-government: a global perspective. Edition Illustrated. Idea Group Inc (IGI). p44. Kolsaker, Ailsa and Lee-Kelley, Liz. (2008). Citizens attitudes towards e-government and e-governance: a UK study. Retrieved 6th April 2011 http://www.emeraldinsight.com/journals.htm?articleid=1751582 pc.gov.au. (2009). The approach to performance measurement: The role of government in delivering services. Retrieved 6th April 2011 http://docs.google.com/viewer?a=v&q=cache:OGotDdN1wIwJ:www.pc.gov.au/__dat a/assets/pdf_file/0006/85362/02- chapter1.pdf+governments+role+in+public+services+performance&hl=en&gl=ke&pi d=bl&srcid=ADGEESjhEBn0jH7Oa2jdfwgS2kHINDk8sEzLunreTY78uIMfeEdRUe Q6XtYUUlhxljsloagjyAcF8gwD6l4L0HNZXuj0nv2fKrl2qxm_Ms76- r3tLO6vB9Wkwf8XPX5I8e4j069nmUgx&sig=AHIEtbTs1- Ngwr9C46qTLEl2NVTwZdtXPA pwc.co.uk. (2011) Efficiency. Retrieved 6th April 2011 http://www.pwc.co.uk/eng/industries/issues_efficiency_gfs.html Read More