Modern public services: transformation in practice

Produced by: Socitm Insight

Type: Reports

This report, the second in the series on transformation, analyses in detail 35 case studies that demonstrate proven transformation in local public services that have been enabled through ICT.

For the EU Ministerial Conference in Manchester in November 2005, we assembled best practice examples of transformation in action. From over 100 responses to our request, we selected 35 case studies that demonstrate proven transformation. Many case studies were from partnerships, often county-wide partnerships, involving groups of councils and other public services such as police, fire and health. What some of these partnerships are doing suggests that sharing technology, and sharing the delivery of services, are both starting to become realities in local government.

Just 18% of our cases seem to involve private sector partnerships, which are often justified on the basis of providing capacity and expertise for transformation and innovation. This chart suggests that as few as one in five councils requires this. Our report analyses the types of transformation in many different ways such as by customer groups affected, by services impacted and by technologies used. It also describes each of the 35 case studies in detail.

Some represent excellent improvements, but do not make a truly transformational difference. Others have yet to capitalise on the  infrastructure and environment changes which create their transformation platform. Closer to delivering differences for citizens are those who have the set aspirations and objectives, but the potential has not yet been realised. Finally, we have proven transformations.

Last modified: 20th July 2011