The Whitehall Effect ~ John Seddon - Online Notes
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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 
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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 |