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Centre for Policy on Ageing | |
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Our say
— user voice and public service culture | | Author(s) | Richard Simmons, Johnston Birchall, Alan Prout |
| Corporate Author | National Consumer Council - NCC |
| Publisher | National Consumer Council - NCC, London, 2007 |
| Pages | 28 pp (PD 32/07) |
| Source | National Consumer Council, 20 Grosvenor Gardens, London SW1W 0DH. http://www.ncc.org.uk |
| Keywords | Services ; Usage [services] ; Participation ; Consumer ; Social surveys. |
| Annotation | Who uses public services, what do public services care about, how do users express their views, and does the culture of service delivery help or hinder? This survey was part of a programme of research funded by the Economic and Social Research Council (ESRC) and the Arts and Humanities Research Council (AHRC). Six examples from three services were studied (each in two local authority areas): day care services; tenant management organisations (TNMOs); and leisure services run by private contractors. In-depth interviews were conducted with 80 service users and 30 service providers' members of staff, managers, local authority officers or elected members. The researchers also made observations and analysed policy statements, minutes of public meetings, and other public information (including complaints files). 'User voice' is necessary in the public services, and the following are recommended: fostering a public sense of ownership through user voice; promoting 'choice about voice'; encouraging a listening culture; and building a 'constituency of concern'. (RH). |
| Accession Number | CPA-070810002 B |
| Classmark | I: QLD: TMB: WY: 3F |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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