Transforming Public Transforming Public ServicesServices

Managing Service Delivery Managing Service Delivery ChangeChange

22 January 200922 January 2009

Public Service Reform – New Public Service Reform – New PhasePhase

Report of the Task Force on the Public Report of the Task Force on the Public ServiceService

Government Statement on Government Statement on Transforming Public ServicesTransforming Public Services

Report of the Organisational Review Report of the Organisational Review ProgrammeProgramme

Special Group on Public Service Special Group on Public Service Numbers and Expenditure ProgrammesNumbers and Expenditure Programmes

Report of the Report of the Task Force on the Public Task Force on the Public

ServiceService Established in May 2008Established in May 2008 OECD Review of the Public ServiceOECD Review of the Public Service Report accepted in full by GovernmentReport accepted in full by Government Published on 26 November in tandem Published on 26 November in tandem

with Government Policy Statementwith Government Policy Statement Themes: Motivating Performance; Themes: Motivating Performance;

Deepening Citizen Engagement; E-Deepening Citizen Engagement; E-Government; Shared Services; People and Government; Shared Services; People and Leadership; Governance; State AgenciesLeadership; Governance; State Agencies

Motivating PerformanceMotivating Performance Organisational PerformanceOrganisational Performance

All bodies to produce Output StatementsAll bodies to produce Output Statements All bodies to produce integrated Annual All bodies to produce integrated Annual

ReportReport External validation External validation

Individual PerformanceIndividual Performance Performance management for all public Performance management for all public

servantsservants Links between promotions and ratings, Links between promotions and ratings,

addressing underperformance and addressing underperformance and standardising ratingsstandardising ratings

Customer ServiceCustomer Service Customer InputCustomer Input

Reach out to citizens in new ways Reach out to citizens in new ways Publish performance results / satisfaction Publish performance results / satisfaction

levelslevels Service DeliveryService Delivery

Multi-channel access, lo-call number for all Multi-channel access, lo-call number for all servicesservices

No need for customer to know structures to No need for customer to know structures to access servicesaccess services

Catalogue of services to be publishedCatalogue of services to be published Role of Local GovernmentRole of Local Government

Customer ServiceCustomer Service

Better Use of InformationBetter Use of Information Administrative Burden Reduction for Administrative Burden Reduction for

CitizensCitizens Re-use of data by Public ServiceRe-use of data by Public Service

Customer ChartersCustomer Charters To be published by all organisationsTo be published by all organisations Existing charters to be revisedExisting charters to be revised Identify priority actions to improve Identify priority actions to improve

customer servicecustomer service

E-GovernmentE-Government

Significant expansion recommended with Significant expansion recommended with rolling programme of projectsrolling programme of projects

Priority targets in all sectors announced Priority targets in all sectors announced within 5 months within 5 months

Publication of 6 monthly progress reportsPublication of 6 monthly progress reports Emphasis on those services identified as Emphasis on those services identified as

important to the citizenimportant to the citizen Examine existing initiativesExamine existing initiatives

Shared ServicesShared Services

Promote establishment of shared servicesPromote establishment of shared services Subject all to business case analysisSubject all to business case analysis Public bodies compelled to use themPublic bodies compelled to use them Service Level Agreements to ensure Service Level Agreements to ensure

standardsstandards Named official to be accountable to Named official to be accountable to

Cabinet Committee and led at senior level Cabinet Committee and led at senior level locallylocally

People and LeadershipPeople and Leadership

Unified Public Service labour marketUnified Public Service labour market Arrangements for redeployment and exitArrangements for redeployment and exit Ongoing reviews of staffing allocationsOngoing reviews of staffing allocations Promotions policyPromotions policy Leadership SkillsLeadership Skills Creation of Senior Public ServiceCreation of Senior Public Service

Strengthening Strengthening GovernanceGovernance

Role of the CentreRole of the Centre Extension of ORP to all DepartmentsExtension of ORP to all Departments Allocation of responsibility for service Allocation of responsibility for service

deliverydelivery Management of cross-cutting issuesManagement of cross-cutting issues NetworksNetworks County / City Development BoardsCounty / City Development Boards

State AgenciesState Agencies

Special Group to consider further Special Group to consider further rationalisationrationalisation

New governance frameworksNew governance frameworks New performance frameworks New performance frameworks Output StatementsOutput Statements Moratorium on new agenciesMoratorium on new agencies Use of shared servicesUse of shared services

ImplementationImplementation

Cabinet Committee chaired by the Cabinet Committee chaired by the TaoiseachTaoiseach

Steering Group chaired by Secretary Steering Group chaired by Secretary General to the Government General to the Government

Transformation Office (based in Transformation Office (based in Department of the Taoiseach)Department of the Taoiseach)

Annual Report on the State of the Public Annual Report on the State of the Public ServiceService

Legislative ChangesLegislative Changes

Reports AvailableReports Available

www.gov.iewww.gov.iewww.bettergov.iewww.bettergov.iecorita.goulding@t.gov.iecorita.goulding@t.gov.ie