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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

21. Nudge

1] Richard Thaler and Cass Sunstein, 2008, Nudge: Improving decisions about health, wealth and happiness, Penguin.

2] See the film ‘Food Inc’ 2008 (Dir: Robert Kenner) View

3] The Washington Post, 3 October 2011, ‘U.S. touts fruit and vegetables while subsidizing animals that become meat’. View

4] The Guardian, 30 April 2013, ‘Jobseekers made to carry out bogus psychometric tests’. Byline: Shiv Malik. View

5] See Private Eye No. 1360 21 February – 6 March 2014, p.11.


 













 

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