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Centre for Policy on Ageing | |
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From rhetoric to reality
— engaging users in public services | | Author(s) | Karen Day |
| Corporate Author | Future Services Network; National Consumer Council - NCC; CBI (Confederation of British Industry); ACEVO (Association of Chief Officers of Voluntary Organisations) |
| Publisher | [National Consumer Council on behalf of] the Future Services Network, London, 2007 |
| Pages | 22 pp |
| Source | National Consumer Council, 20 Grosvenor Gardens, London SW1W 0DH. http://www.ncc.org.uk http://www.futureservicesnetwork.org/ |
| Keywords | Services ; Usage [services] ; Participation ; Consumer ; Reports. |
| Annotation | Consumers now have higher expectations of services; they are no longer content to be passive recipients: they want to be active partners. This report calls on all service providers - voluntary, private and public - to put users at the heart of their organisations and turn policy into reality. The report uses case studies to explain how and why service providers should engage with consumers, and outlines the challenge for providers. In order to transform public services, staff should be empowered and trained to effect real change in the way services are delivered to users; public service providers must engage consumers and demonstrate change; consumers should acknowledge their rights and responsibilities; and government should reform regulation to improve service delivery. (RH). |
| Accession Number | CPA-070810003 B |
| Classmark | I: QLD: TMB: WY: 6K |
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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