Performance Management,Evaluation and Learning in ‘Modern’ Local Government

Public sector reforms throughout OECD member states are producing a new model of ‘public governance’ embodying a more modest role for the state and a strong emphasis on performance management. In the UK, the development of performance management in the context of the ‘new public management’ has been primarily ‘top‐down’ with a dominant concern for enhancing control and ‘upwards account‐ability’ rather than promoting learning and improvement. The development of performance management and evaluation in local government in the UK has been conditioned by external pressures, especially reforms imposed by central government, which have encouraged an ‘instrumental–managerial’ focus on performance measurement. The new Labour government's programme of ‘modernizing local government’ places considerable emphasis on performance review and evaluation as a driver of continuous improvement in promoting Best Value. However, recent research has indicated that the capacity for evaluation in local government is uneven and many obstacles to evaluation exist in organizational cultures. Local authorities need to go beyond the development of review systems and processes to ensure that the capacity for evaluation and learning is embedded as an attribute of ‘culture’ in order to achieve the purpose of Best Value.     

ONE‐STOP SHOPS FOR SOCIAL WELFARE: THE ADAPTATION OF AN ORGANIZATIONAL FORM IN THREE COUNTRIES

In recent years welfare services in Western Europe have been criticized for poor coordination. In response, ‘seamlessness’ has emerged as a vision for public administration with ‘one‐stop shops' viewed as means to reach this. This article conceptualizes the one‐stop shop and presents a three country case study to examine its drivers and its adaptation. In all countries the reforms meant mergers driven by hopes for a single entrance to services as well as proximity to citizens. However, the analysis of task portfolios, participant structure, instruments and autonomy reveal important variations in the adaptations. The specific configurations of one‐stop shops that emerged were partially a product of compromises and negotiations influenced by the political and performance priorities of central government. The classical trade‐off between specialization and coordination persists, but by offering users ICT‐based services one can to some extent maintain specialization behind the frontline and still provide services that are coordinated from a user perspective.     

Municipal Socialism Then and Now: some lessons for the Global South

Given the large and growing literature opposed to the privatisation of services such as water and electricity, it is peculiar that so little has been written about the experience of ‘municipal socialism’—a set of roughly analogous historical movements that used local governments to challenge private service delivery and advance ‘socialist’ agendas from the late 1800s to the 1940s. Although primarily a European and American phenomenon, and emerging from different contexts than those prevailing today, municipal socialism found widespread support and transformed many public services. Results were mixed, with some experiments being little more than (pre)Keynesian attempts to revitalise capital accumulation in the face of ‘irrational’ private sector services, but the lessons are important as these experiments provided the first intellectually and politically sustained resistance to privatisation and other prototypical forms of what we now call neoliberalism, and demonstrated the possibility of effective service delivery by the public sector. This paper reviews these experiments, focusing on the experience of the United Kingdom and drawing lessons for contemporary efforts to build alternatives to privatisation in cities in the South, where local-level, socialist-oriented reforms have been relatively strong.     

Service Domains – The New Communities: A Case Study of Peterlee Sure Start,UK

In this paper, a Sure Start programme is used to explain an emergent ‘Service Domain’ model, built around innovative and creative service integration and complementary multi-professional partnerships for pre-school children and their families in disadvantaged communities. Sure Start, the cornerstone of the government's ambitious policy to eradicate child poverty in the UK by 2020, and a major departure from traditional single agency service delivery, emulates the Head Start initiative in the USA where funding came directly from federal government and by-passed state legislatures. The Sure Start funding mechanism had a pre-requisite to establish multi-agency partnerships with equal parent representation, as a result of central government's frustration with the failure of mainstream agencies to unite strategically and operationally to deliver integrated services. The Sure Start initiative represented a nationally coordinated attempt by central government to address previously disjointed approaches to children's services integration.     

POLICING WITH A SMILE: NARRATIVES OF CONSUMERISM IN NEW LABOUR'S CRIMINAL JUSTICE POLICY

A recurrent theme in New Labour's public service reforms has been a tendency to orient services to the user as a consumer or customer of those services. However a consumerist approach – and particularly the 'customer is always right' imperative – appears problematic in relation to criminal justice. This article uses content analysis to explore the use of consumerist narratives by selected members of the UK criminal justice policy network (Prime Minister, Home Office and local government). It finds that the terms customer and consumer are used less in relation to criminal justice than they are in relation to other public services. When used, it is 'law-abiding citizens', particularly victims and witnesses, that are the priority customers of the service. Customer-orientated policing is primarily about standardizing services and encouraging more coproductive behaviours. The language of choice and personalization, which has come to characterize New Labour's approach to public service reform, has as yet had little penetration into criminal justice. However, the policy network is fragmented, with different narratives of consumerism emerging from Tony Blair (the then Prime Minister), the Home Office and local government, demonstrating the contingent ways in which policy-makers draw on historical traditions.     

ENTREPRENEURIAL EXIT RESPONSE TO DISSATISFACTION WITH PUBLIC SERVICES

Following Hirschman's seminal Exit, Voice and Loyalty, an exit response to dissatisfaction with public services is often portrayed as a replacement of one service provider with another, depending on the availability of alternatives. This article enriches Hirschman's typology by conceptualising an ‘entrepreneurial exit' response referring to citizens who exit proactively by creating a viable alternative themselves. The practical aspects of entrepreneurial exit are analysed based on five manifestations: planned homebirth, homeschooling, urban self‐defence groups, children with disabilities, and claim clubs in the American West. Whereas citizens' roles within the public service sphere are referred to as ‘participators’, ‘customers’, and ‘co‐producers', entrepreneurial exit indicates the entrepreneurial role citizens may play. Similar to the additional forms of exit, entrepreneurial exit becomes meaningful if the newly introduced form of service gains social acceptance, especially when it reflects policy non‐compliance within which laymen are transformed into providers of professional services.     

THE ODYSSEY OF ADMINISTRATIVE REFORMS IN GREECE, 1981–2009: A TALE OF TWO REFORM PATHS

In Greece, two distinct reform paths led to institutional building and economic managerial types of reform. These two reforms, with the exception of the period 1996–2004, when both institutional and economic reforms were attempted, did not attract the same degree of attention. Institutional reforms were more successful than attempts at managerial reforms; reform implementation on the other hand varies. Economic and managerial reforms can be observed with regard to economic competition, the opening up of the market, and reducing the size of public sector, all areas where pressure from the EU has been stronger. Decentralization reforms were more important politically than administratively. Citizens' rights and service delivery were conceived as reforms of democratization and modernization rather than as managerial reforms. ‘Agencification’ amounted to circumventing existing ministerial structures. Change was incremental, and reforms were minimally guided by the New Public Management paradigm, because of little emphasis on changes imbued by managerial and economic values. Reform dynamics benefited not only from outside pressures but also from the operation of internal, ‘modernizing’ forces.     

BRITISH GOVERNANCE IN TRANSITION: A CASE STUDY OF THE NORTHERN IRELAND CIVIL SERVICE

ABSTRACT

In comparisons of the internal governmental arrangements within states, the United Kingdom (UK) is ordinarily categorised as a unitary state conforming to the ‘Westminster model’. However, this article contends that the changing nature of British governance over the last two decades means that the UK is better viewed as a ‘union state’ that conforms more readily to a ‘differentiated polity model’. Nowhere is the reality of differentiation more clearly exemplif ied than in respect of the British civil service. To illustrate the extent of differentiation, the article presents a case study of the characteristics and trends in the civil service of Northern Ireland for, while the politics of the Province have received great attention, its system of public administr ation has been chronically under-reported. The article considers the changing structures, policy process and impact of public management reforms as well as the restoration of devolved government. Finally, it summarises how the evidence from Northern Ireland informs theoretical understanding as well as its implications for the rest of the UK and beyond.     

Efficiency and legitimacy in collaborative public management: Mapping inter-local agreements in England using social network analysis

English councils have long aspired to be ‘self-sufficient’, providing services within single jurisdictions with limited inter-local collaboration. However, by 2017 almost all local councils (97 per cent) participated in one or more frontline or back-office ‘shared service’ involving 338 distinct partnerships. We analyse this new-found enthusiasm for inter-council collaboration by performing exploratory social network analysis on organizational and financial data for all 353 English councils. We examine factors predicting collaboration and the characteristics of the service networks that result, focusing on resource, organizational and political considerations. Propensity to collaborate was found to be unpredictable, but partner choice was rational, driven by geographical proximity and similarity in organizational and resource characteristics. We argue that, according to the institutional theory of organizations, both efficiency and legitimacy influenced these reform choices, and the risks of fashionable collaboration were mitigated by careful partner selection. We highlight implications for future quantitative research into symbolic (non-instrumental) forms of collaboration.     

REFORMING PUBLIC SERVICES IN THE UK: BRINGING IN THE THIRD SECTOR

In the UK, the government continues its project to reform public services. Earlier projects have focused on the modernization of public sector organizations; in the latest round of reform, New Labour has focused on widening choice and the personalization of services. To this end, the government has been working with Third Sector (TS) organizations to expand their role in shaping, commissioning and delivering public services. The government’s vision is predicated on a normative assertion, that, unlike traditional public sector organizations, TS bodies create public value by being more innovative, are inspired by altruistic aims and values, and have greater commitment to their clients. This paper reviews recent policy and questions whether the government’s policy is flawed, contradictory and risks damaging the attributes of the TS admired by New Labour.     

NOT SO ‘ARM'S LENGTH’: REINTERPRETING AGENCIES IN UK CENTRAL GOVERNMENT

Administrative decentralization to government agencies (so‐called ‘agencification’) has attracted much attention in recent years, increasingly for its longevity or evolution after the ‘high’ managerialism of the 1980s, and largely through a neo‐positivist epistemology. Drawing on techniques of narrative and discourse analysis, and a model of incremental ideational change, this article identifies the necessity of supplementing those existing large‐N analyses of agencification's expansion and decline with qualitative attention to the endurance of policy meaning. It demonstrates how the original foundations of managerialism, civil service empowerment and decentralization from the UK's seminal ‘Next Steps’ agency programme are eschewed in contemporary reform discourse, where agencification is instead advocated as centralized, politically proximate and departmentalized governance. This substantial reinterpretation of the arm's‐length concept not only challenges existing claims of continuity in UK administrative policy, but also demonstrates the utility of interpretive methods for exploring longevity in public management more widely.     

Changing the ‘front line’ to meet citizen needs

Public services need to be re‐designed to meet citizens’ needs and to become more accountable. The role of the ‘front line’ is crucial in this. It is the pivotal point on the ‘see‐saw’ connecting ‘the public’ and the ‘back line’ of national and local public service agencies. This article compares the experience of Sweden and the UK in designing new ‘front lines’ through ‘decentralisation’ and ‘one‐stop shops’. It concludes that these initiatives can help to meet citizen needs and that citizens notice the difference. Committed support from the ‘back line’ is crucial for success. Active democratic involvement of both politicians and local residents is also essential.     

Frontline Problem Solvers: The Structuring of Frontline Service Work

The purpose of this article is to contribute to the understanding of the role of frontline employees in organizing public service delivery. Combining inspiration from organizational institutionalism and social theory of practice, this study offers an integrative understanding of frontline agency in organizational dynamics during the institutionalization of a public sector reform. Findings are presented from an ethnographic field study of frontline employees' strategies of adopting new structures of service work during the institutionalization of a public reform. The study illustrates how frontline actions provide the basis for both stability and change in the structures through which frontline work is organized. The agency exerted by frontline employees in institutionalization of reforms may have both equilibrating effects as well as deepen the gaps between the public sector and the public served.     

IMPROVING UK PUBLIC SERVICES: A REVIEW OF THE EVIDENCE

Over a number of years in the UK, public service improvement has been at the centre of both Conservative and Labour policy. Keen to make improvements in public services, the current Labour government is pursuing this issue more strongly than any other. This paper examines the concept of improvement and reviews the academic literature which has empirically assessed improvements in a range of public services. Drawn from over 50 studies of improvement, the evidence highlights seven determinants or improvement ‘triggers’ which have been put in place and which have had a positive effect on a public service. These include quality frameworks and public participation forums. The paper reviews the evidence and evaluates the strengths and weaknesses of the studies themselves. The findings of the paper indicate that, despite a political drive to improve public services, there is insufficient evidence available on ‘what works’ in bringing about improvement. The need for sustained research in this area is emphasized and conclusions are drawn on a way forward.     

What is performance measurement for? Multiple uses of performance information within organizations

Recent research in performance measurement has focused on the tension between two uses of performance information: ‘passive’, to ensure compliance, and ‘purposeful’, to improve services. This article presents an in-depth study of two public sector organizations in England and shows that the main tension may actually lie between a combined purposeful and passive use, and an exclusively passive one. This tension was most pronounced between organizational levels, where a combined use was dominant among senior managers, and an exclusively passive one was prevalent among middle managers and frontline staff. This split was not intentional—instead, it reflected how people interpreted the role of performance measurement, suggesting that simply promoting greater use of information may not be sufficient for linking measurement with service improvement. This study extends the theoretical understanding of the dynamics of performance information use in organizations and generates implications for using performance measurement to improve service delivery.     

‘LEADERISM’: AN EVOLUTION OF MANAGERIALISM IN UK PUBLIC SERVICE REFORM

This paper argues that ‘leaderism’– as an emerging set of beliefs that frames and justifies certain innovatory changes in contemporary organizational and managerial practice – is a development of managerialism that has been utilized and applied within the policy discourse of public service reform in the UK. The paper suggests that ‘leaderism’ is an evolution of entrepreneurial and cultural management ideologies and practices. An analysis of the articulation of leaderism with public service reform in the UK is presented. The paper problematizes the construals of leadership contained within these texts and reflects on their promotion of leadership as a social and organizational technology. ‘Leaderism’ is argued to be a complementary set of discourses, metaphors and practices to those of managerialism, which is being utilized in support of the evolution of NPM and new public governance approaches in the re‐orientation of the public services towards the consumer‐citizen.     

The third sector, user involvement and public service reform: a case study in the co-governance of health service provision

The ‘modernization’ of British public services seeks to broaden public sector governance networks, bringing the views of third sector organizations, the public and service users (among others) to the design, management and delivery of welfare. Building on previous analyses of the contradictions generated by these roles, this paper draws on longitudinal qualitative research to enunciate the challenges faced by one third-sector organization in facilitating service user influence in a UK National Health Service (NHS) pilot programme, alongside other roles in tension with this advocacy function. The analysis highlights limits in the extent to which lateral governance networks pluralize stakeholder involvement. The ‘framing’ of governance may mean that traditional concerns outweigh the views of new stakeholders such as the third sector and service users. Rather than prioritizing wider stakeholders' views in the design and delivery of public services, placing third sector organizations at the centre of governance networks may do more to co-opt these organizations in reproducing predominant priorities.     

THE ROLE OF EXTERNAL INSPECTION IN THE PUBLIC SERVICES: THE CASE OF THE UK TRAINING MARKET

We consider two interpretations of the role of external inspection in the public services in the UK in the context of publicly funded, work‐based training programmes for young people. The first is that inspection provides substantive information to buyers concerning training quality, thereby improving efficiency in the ‘training market'. The second is that it provides procedurally oriented reassurance concerning service quality to government and the public, irrespective of substantive quality. Evidence is drawn from the inspection procedures and reports of the Adult Learning Inspectorate between 2001 and 2005. The inspectors rated training providers on various attributes, some clearly procedural, others potentially substantive. We find that while inspectors took both procedural and substantive dimensions of training into account in judging the quality of a provider's services, they attached considerably more weight to procedural than to substantive attributes. In particular, they undervalued the trainee completion rate, despite its potential association with the substantive quality of training and the priority the government attaches to raising it. These results are interpreted as evidence of limited validity in inspection findings, which do little to resolve information asymmetries in the UK training market.     

Parliaments in Disguise? How German Councillors perceive Local Councils

Dominant narratives of neighbourhood working in the United Kingdom accentuate the diversity and ‘messiness’ of practices across local authorities. This paper questions such narratives. Drawing upon a study of 15 local authorities, we first argue that neighbourhood working is increasingly oriented towards neighbourhood management, privileging the ‘joining up’ of mainstream service delivery over the enhanced community engagement and political accountability more associated with the practices of neighbourhood governance. Deploying Lowndes and Sullivan's four rationales of neighbourhood working (2008), in combination with Mintzberg's metaphor of organisation as ‘structure in fives’ (1983), we suggest that the practices of neighbourhood working are currently best understood in terms of Mintzberg's decentralised divisional authority as a form of constrained decentralisation in which semi-autonomous divisions are brought together under a central administration and given limited control over service delivery in order to address the social and economic rationales for neighbourhood working. We then draw upon recent neo-liberal critiques of local governance to offer a critical evaluation of both the appeal for local officers and politicians of neighbourhood management and the potential tensions and contradictions of such a move for future policy and practice. We conclude that neighbourhood management as a neo-liberal ‘roll-out’ strategy may be self-defeating, surfacing the incapacity of local authorities to respond to local community expectations and grievances, whilst exposing the organisational constraints of partnership working, managerialism and outsourcing.     

Gaming the system: Responses to dissatisfaction with public services beyond exit and voice

Citizens' responses to dissatisfaction with public services are often portrayed as following one of four distinct patterns, each consistent with current provision structures: exit, voice, loyalty or neglect (EVLN). Citizens may also initiate efforts to access public services through more subversive supply mechanisms. This study focuses on ‘gaming’ as an additional, understudied response pattern, within which individuals aim at improving the personal outcome of public service delivery by exploiting, manipulating or working around current rules and arrangements. Survey analysis of citizens' responses to dissatisfaction in Mexico indicates that gaming is indeed a distinct response, which is positively related to the unavailability of exit and, to some extent, to low trust in government. As a response pattern that encompasses behaviours inconsistent with current policy arrangements, gaming emphasizes the need to distinguish service improvement as a public good as opposed to a private good and further unfolds ‘grey areas’ in citizen–government relationships.