PUBLIC MANAGEMENT REFORM IN THE UK AND ITS CONSEQUENCES FOR PROFESSIONAL ORGANIZATION: A COMPARATIVE ANALYSIS

It is often assumed in the literature on public management reforms that radical changes in values, work and organization have occurred or are under way. In this paper our aim is to raise questions about this account. Focusing on three services in the UK, each dominated by organized professions – health care, housing, and social services – significant variations in the effectiveness of reforms are noted. The available research also suggests that these outcomes have been inversely proportional to the efforts expended on introducing new management practices. The most radical changes have been in housing, where, paradoxically, successive UK governments focused least attention. By contrast, in health and social services, management restructuring has been less effective, despite the greater resources devoted to it. This variation is attributed to professional values and institutions, against which reforms were directed, and the extent to which different groups became locked either into strategies of resistance or accommodation.     

HYBRIDS AND PROFESSIONAL COMMUNITIES: COMPARING UK REFORMS IN HEALTHCARE,BROADCASTING AND POSTAL SERVICES

Many countries use state‐owned, for‐profit, and third sector organizations to provide public services, generating ‘hybrid’ organizational forms. This article examines how the hybridization of organizations in the public sector is influenced by interaction between regulatory change and professional communities. It presents qualitative data on three areas of the UK public sector that have undergone marketization: healthcare, broadcasting, and postal services. Implementation of market‐based reform in public sector organizations is shaped by sector‐specific differences in professional communities, as these groups interact with reform processes. Sectoral differences in communities include their power to influence reform, their persistence despite reform, and their alignment with the direction of change or innovation. Equally, the dynamics of professional communities can be affected by reform. Policymakers need to take account of the ways that implementation of hybrid forms interacts with professional communities, including risk of disrupting existing relationships based on communities that contribute to learning.     

TRANSFORMING PUBLIC SERVICES: CONTRACTING FOR SOCIAL AND HEALTH SERVICES IN THE US

Government contracting with private service organizations has grown rapidly in the United States in the last 25 years. Advocates of contracting hope that it will spur competition among service agencies, lowering costs and improving service quality. In practice, however, contracting departs significantly from this competitive model. Instead, government and private agencies develop long-term relationships which can be considered regimes governed by specific norms and expectations. These regimes profoundly influence the delivery of services and the politics of contracting. This article analyses these regimes in the context of the contested nature of public authority. The article concludes with suggestions for reforming public policy to improve the performance and effectiveness of contracted services.     

MAKING WORK INVISIBLE: NEW PUBLIC MANAGEMENT AND OPERATIONAL WORK IN CRITICAL INFRASTRUCTURE SECTORS

Based on a study of reliability consequences of New Public Management (NPM) reforms in Norwegian critical infrastructure sectors, this article suggests that the discourse of work found in NPM renders essential aspects of operational work invisible—including practices that are known to be of importance for reliability. We identify two such organizationally ‘invisible’ characteristics of operational work: the ongoing situational coordination required for keeping a water supply system or an electricity grid running, and the aggregating operational history within which this happens. In the reorganized infrastructure sectors, these crucial aspects of operational work fit poorly in market oriented organizational models and control mechanisms. More generally, our analysis contributes to the understanding of how some types of work fit poorly within the discourse of work found in NPM.     

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.     

REGULATION AS SOCIAL POLICY: HOME EVICTIONS AND REPOSSESSIONS IN THE UK AND SWEDEN

This article asks how the UK and Sweden regulate, prevent, or mitigate the consequences of mortgage‐related household eviction and repossession. Contrary to initial expectations, the findings show a growth and diversity in both regulation and social spending in the UK intended to address this social issue; something that has not occurred in Sweden. In the UK's liberal ‘regulatory welfare regime’, the aim is to prevent the eviction and repossession of vulnerable borrowers who have defaulted on their housing loan. In the Swedish social democratic ‘regulatory welfare regime’, effort focuses instead on minimizing the risk of default before it occurs rather than after the fact. These findings offer a more nuanced understanding of the relations between regulation and welfare more generally, demonstrating that regulation may be used as a form of social policy once the welfare state has failed, as a safety net of last resort.     

REINTERPRETING THE WESTEAND AFFAIR: THEORIES OF THE STATE AND CORE EXECUTIVE DECISION MAKING

This article applies four theories of the state to the analysis of a major policy crisis, the Westland affair of 1985–6. The pluralist governmental politics model offers a narrowly political account stressing that multiple actors were involved, and that policy emerged from a complex sequence of individual decisions, with plenty of room for misunderstandings and slip-ups. The instrumental Marxist view by contrast emphasizes the penetration of government by business interests and the closed, elite character of decision making. The policy entrepreneur explanation offers a 'new right' account: the affair was born from a clash between a spending minister using public monies to pursue personal interests, and central actors and agencies seeking to limit the commitment of state expenditure. Finally, the 'symbolic politics' interpretation analyses the crisis as the interaction of four ideologically resonant 'games'– about leadership challenges, leaking of government 'secrets', executive-Parliament relations, and mass media 'battles'.     

DECENTRALIZING HEALTH SERVICES IN THE UK: A NEW CONCEPTUAL FRAMEWORK

Decentralization is a central plank of current government health policy. However, it is possible to discern both centralist and decentralist movements in the UK. This paper examines existing frameworks of decentralization in relation to identifying whether policy is decentralist or not and identifies a number of problems that limit their value. Key problems relate to the way decentralization is conceptualized and defined. Existing frameworks are also highly contextualized and are therefore of limited value when applied in different contexts. The paper then presents a new framework which, it is argued, provides a more useful way of examining centralization and decentralization by providing a way of categorizing policies and actions and avoids the problems of being contextually constrained. The paper ends with a discussion of how the framework can be applied in a health context and shows how this framework helps avoid the problems found in previous discussions of decentralization.     

INFORMATION‐SHARING AND CONFIDENTIALITY IN SOCIAL POLICY: REGULATING MULTI‐AGENCY WORKING

In recent years, there has been growing concern in the UK that local services aimed at risky or vulnerable people are ineffective, because of agencies’ persistent failure to share information about their clients. Despite considerable national policy effort to encourage better information‐sharing, previous research indicates that there are many cases where information is still not shared when it should be, or where it is shared when it should not be, with potentially devastating results. This article uses data from the largest empirical study of local information‐sharing yet undertaken to examine four policy sectors where multi‐agency working has come to the fore. It shows that variations in their information‐sharing and confidentiality practices can be explained by neo‐Durkheimian institutional theory and uses insights from this theory to argue that current policy tools, which emphasize formal regulation, are unlikely to lead to consistent and acceptable outcomes, not least because of unresolved conflicts in values and aims.     

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.     

ORGANIZATION AND NATIONALITY IN THE EUROPEAN COMMISSION SERVICES

Existing literature on the internal functioning of the European Commission services indicates that officials'nationality does have an impact on their policy-making behaviour. Students of western national administrations on the other hand, have found the geographical and social backgrounds of officials to be highly insignificant. However, given the unresolved tension between intergovernmentalism and supranationalism in the European Union, this seeming inconsistency may be understandable. In this article, an effort is made to specify some of the organizational and policy-related conditions under which nationality might be particularly important in order to understand decision behaviour. Interview data gathered from 38 Norwegian officials who had been seconded to the Commission are used to make an explorative appraisal of the assumptions put forth.     

TRANSFORMING SOCIAL SECURITY BENEFITS ADMINISTRATION FOR THE TWENTY-FIRST CENTURY: TOWARDS ONE-STOP SERVICES AND THE CLIENT GROUP PRINCIPLE?

The creation of the new Social Security Benefits Agency in 1991 coincided with the final installation in local offices of the first Operational Strategy computer systems, which automated large parts of social security benefits administration. Since then the agency has refocused its strategic thinking towards a ten-year development programme which is centred around plans for'one-stop'benefits delivery. The article shows why this programme is dependent on'informatization'- the generation from, and application to, social security administration of new kinds of information, made possible by information and communications technologies ( ict s). It assesses the feasibility and implications of informatizing benefits administration and the likely effects of continuing pressures to reduce administrative costs. It argues that, whilst the agency will become more customer focused, the practical outcomes are likely to be two-edged for claimants. At a policy level, informatization will reinforce political pressures to rationalize and target the benefits system, especially if information-management problems are controlled by a shift to the client group principle.     

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.     

POLICY MAKING AND THE DEMONSTRATION EFFECT: PRIVATIZATION IN A DEPRIVED REGION

The aims of public policies are not always clearly articulated by ministers. Further the aims that are stated may not reflect all – or indeed the most important – aims. In some cases declared policy aims bear little relationship to the real intentions of ministers in undertaking an initiative. In other cases policy decisions are intended as symbolic statements, demonstrating government attitudes on a range of issues beyond the specific matter under consideration. These ideas are explored in the context of the privatizations of Harland and Wolff and Shorts, two major industrial government-owned companies in Northern Ireland. The article concludes that government sought to use the privatizations as a symbolic statement, namely to demonstrate that the heavy dependence on the public sector within Northern Ireland had to be reduced.     

PROFESSIONALISM AND PUBLIC POLICY MAKING IN GREECE: THE INFLUENCE OF ENGINEERS IN THE LOCAL GOVERNMENT REFORMS

The influence of Professionals in the formulation of public policies has been an issue of scientific research in the past decade. In this article we deal with a less examined as of this issue. Professional influence is analysed in the context of Greek public policy, where the intensely centralized administration is dominated by the demands of political clientelism. Focusing on the case of the influence of peers in local government reform between 1974 and 1989, the article reveals the role of Trofessiondism in the hesitant decentraiization of functions and resources to local authorities and the initiation of institutions that have allowed the birth and development of new organizations at the central and the local level. Given the shift towards partydirected patronage and the intense party politiciza-tion of professional and trade organizations, the central state aparatus and the local authorities in post-dictatorship Greece, professional influence in putlic policies is seen to be closely related to the rise of professionals in party hierarchies. The catalytic role of professionals in the promotion of reform policies reducing organizational diversity and fragmentation is understood within the context of the contradiction between the need to adapt state structures and practices in a rapidl changing international environment and the preservation of traditional political and acyministrative forces in key positions of the power structure.     

DOING BUSINESS IN THE TEMPLE? MANAGERS AND QUALITY ASSURANCE IN THE PUBLIC SERVICES

Quality' is now high on the policy agenda for many of our major public services. This article raises the question of what are the respective roles in securing quality of, on the one hand, professional service deliverers and, on the other, managers. It reviews a range of possible roles for managers and concludes that some of these are likely to be illegitimate and ineffective. Even the more appropriate roles will, however, often prove difficult to establish in practice. The article concludes with an examination of some possible key design features for successful relationships between managers and professional service deliverers. These are examined against the background of specific changes currently underway in the health care and education sectors.     

EUROPEANIZATION AND BUREAUCRATIC AUTONOMY IN THE NEW MEMBER STATES: A CASE STUDY OF THE AGRICULTURAL PAYING AGENCY IN SLOVAKIA

The paper explores the impact of Europeanization on bureaucratic autonomy in the new EU member states using as a case study the Agricultural Paying Agency in Slovakia. The paper shows that Europeanization had limited sustained impact on the personal autonomy of senior officials; however, it requires and sustains the personal autonomy of an extensive cadre of mid‐level and junior civil servants. At the same time, it necessitates and continues to sustain significant change in the way agricultural subsidies are distributed, with a high level of autonomy in implementation and a lower, but still significant, measure of autonomy in policy‐making. These conclusions can also generally be supported by evidence from Lithuania and Poland. In addition, the coercive elements of Europeanization interacted with the temporarily high bureaucratic autonomy in Slovakia to ‘open’ non‐coercive channels of Europeanization of agricultural subsidies and beyond.     

THE LIMITS OF KNOWLEDGE MANAGEMENT FOR UK PUBLIC SERVICES MODERNIZATION: THE CASE OF PATIENT SAFETY AND SERVICE QUALITY

This article assesses the contribution of management of knowledge across organizational and professional boundaries towards improved public services. We empirically investigate the potential for knowledge sharing within the context of the NHS modernization agenda, taking as our focus the current ‘patient safety’ policy agenda. Specifically, we evaluate the introduction of a knowledge management system, namely the National Reporting and Learning System (NRSL) and its impact in the area of operating theatres within a university teaching hospital. We suggest that government policy in this area needs to reflect more upon limits to the management of knowledge and issues of the nature of knowledge, professional cultures and institutional power and politics.