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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
5. Outsourcing

1] Birmingham Mail, 12 June 2012, ‘Call centre not to blame for frustration with Birmingham City Council services, claims report’. Byline: Neil Elkes. View  

2] Service Birmingham call centre was taken back in house: See thechamberlainfiles.com, 24 June 2014, ‘Service Birmingham costs to fall by £150m after Capita takes a ‘pragmatic view’ to council contract renegotiation’. Byline: Paul Dale. View     

The cost of exiting the Service Birmingham contract remains “shrouded in secrecy”: See Birmingham Post, 31 July 2014, ‘Time for city to bite the bullet and save millions on its Capita contract’. Byline: David Bailey.  View    

3] Computer Weekly, 13 September 2005, ‘Bedfordshire pays HBS £7.7m to terminate outsourcing contract’. View    

4] BBC News, 17 July 2013 ‘Southwest One contract dispute cost council £5.9m’.  View

5] Financial Times, 3 November 2013, ‘Whitehall outsourcing is “in our interests”’. Byline: Sarah Neville and Gill Plimmer. View    

6] HM Treasury, 2009, Operational Efficiency Programme: back office operations and IT. Author: Martin Read (p.30, Chart 2.K: Cost efficiency journey, Source: Bain, McKinsey and PWC research provided to the Operational Efficiency Programme). View