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The Whitehall Effect ~ John Seddon - Online Notes

Links below take you to the chapter notes:


Introduction
1. Prelude

Part 1: The industrialisation of public services
2: Call centres
3. Back Offices
4. Shared Services
5. Outsourcing
6. Information Technology

Part 2: Delivering services that work
Introduction
7. A better philosophy
8. Effective change starts with ‘study’
9. Better thinking, better design
10. ‘Locality’ working
11. IT as pull, not push

Part 3: Things that make your head hurt
12. Targets and standards make performance worse
13. Inspection can’t improve performance
14. Regulation is a disease
15. It’s the system, not the people
16. Incentives always get you less

Part 4: ideology, fashions and fads 
17. Choice
18. Personal Budgets
19. Commissioning
20. Managing demand
21. Nudge
22. Procurement
23. Risk management
24. Lean
25. IT: features over benefits

Part 5 Change must start in Whitehall
26. Beware economists bearing plausible ideas
27. Whitehall is  incapable of doing evidence
28. Getting a focus on purpose

Picture
12. Targets and standards make performance worse

1] John Seddon, 2008, Systems Thinking in the Public Sector: the failure of the reform regime and a manifesto for a better way, Triarchy Press.

2] BBC News, 4 April 2014, ‘Met Police has “culture of fear”, officers say’. View  

3] BBC News, 4 April 2014, ‘Police performance targets “questionable”’ First broadcast on Radio 4 Today programme, 4 April 2014. View 

4] Evening Standard, 4 April 2014, ‘Police accused on “target setting”’. View  

5] House of Commons Public Administration Select Committee, 9 April 2014, ‘Caught Redhanded: Why we can’t rely on Police Recorded Crime’ Thirteenth Report of Session 2013–14 HC 670. View 

6] BBC News, 10 September 2013, ‘Theresa May warning over police targets “comeback”’. View

7] Daily Mail, 15 January 2014, ‘How we can't trust the crime figures: After Plebgate, now watchdog says police statistics are unreliable’. Byline: James Slack. View

8] The Guardian, 15 January 2014, ‘Police crime figures lose official status over claims of fiddling’. Byline: Alan Travis. View

9] In the UK, a P45 is the reference code of an official tax form given out by employers when an employee leaves their employment. The term is used in slang as a metonym for termination of employment. For more on Selbie’s role in making NHS waiting time goals known as “P45 targets” see Financial Times, 13 March 2010, ‘How New Labour succeeded with NHS policy’. View 

10] The Telegraph, 27 March 2014, ‘Fears that hospitals are covering up death rates’. Byline: Laura Donnelly. View

11] The Sunday Times, 16 February 2014, ‘Patients sent home early cost trusts £390m’. Byline: Jon Ungoed-Thomas.

12] Health Service Journal, 17 February 2012, ‘DH: hospitals must be fined for readmissions caused by others’. By Crispin Sowler. View  

13] The Sunday Times, 16 February 2014 ‘Patients sent home early cost trusts £390m’. Byline: Jon Ungoed-Thomas.

14] The Telegraph, 11 June 2014, ‘“Significant action” needed to meet missed A&E targets’. Byline: Keith Perry. View  

15] Pulse, 3 October 2011, ‘Darzi centre providers paid compensation for early closure’. View

16] Steve Allder, ‘Improved stroke care at half the cost’ in Charlotte Pell, 2012, Delivering Public Services that Work (Volume 2), The Vanguard Method in the Public Sector: Case Studies, Triarchy Press

17] Robert Francis, 2013, The Mid Staffordshire NHS Foundation Trust Public Inquiry Report. View