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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
18. Personal Budgets

1 Liz Newbronner et al., 2011, SCIE Report 40: Keeping personal budgets personal: learning from the experiences of older people, people with mental health problems and their carers, Social Care Institute for Excellence. View 

2 Brendan O’Donovan, 2010, ‘Systems Thinking in Adult Social Care: how focusing on a customer’s purpose leads to better services for the vulnerable in society and enhances efficiency’ in Keivan Zokaei, John Seddon and Brendan O’Donovan, (eds), 2010, Systems Thinking: From Heresy to Practice, Palgrave Macmillan.

3 The New Economics Foundation (nef) has been at the forefront of the development of ideas of co-production in the UK with this working definition of co-production: “Co-production means delivering public services in an equal and reciprocal relationship between professionals, people using services, their families and their neighbours. Where activities are co-produced in this way, both services and neighbourhoods become far more effective agents of change.” See here, here  and the Wikipedia page on the subject here.

However, it is hard to know how to translate this definition into something operational, i.e. by what method does one go about creating good co-production in practice?