workshop de beste publieke diensten

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Beste relatie, In Nederland is de overheid druk bezig met het verbeteren van de publieke dienstverlening. Veel kennis is hierover beschikbaar voor bijvoorbeeld gemeenten, die met Antwoord © aan de slag zijn gegaan. Echter kennis van "best practices" in het buitenland en trends en ontwikkelingen wereldwijd op dit gebied zijn veel minder goed beschikbaar.

Ontdek de 'beste publieke dienstverlening' Workshop –publieke diensten LAB- over onderzoeksinzichten wereldwijd naar succesfactoren publieke diensten. Businesspreneur geeft u in deze workshop een blik in de keuken van publieke diensten wereldwijd en reikt u de belangrijkste succesfactoren achter de beste publieke diensten aan.

Waarom is deze workshop onmisbaar? In de context van “meer met minder”(bezuinigen), het ambitieniveau van Antwoord © en het continue proces van het veranderen van de dienstverlening, is het zinvol om stil te staan bij de succesfactoren en mechanismen achter succesvolle publieke diensten. De workshop geeft een integraal en samenhangend beeld van waar het met de publieke dienstverlening naar toe gaat en wat dit betekent voor de rollen van de overheid, partners en de burger. De 1 kan niet zonder de ander. In de workshop staan best practices centraal om de deelnemer mee te nemen in de praktijk.

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Een inhoudelijke blik op de ‘beste publieke diensten’ wereldwijd De workshop is gebaseerd op literatuuronderzoek. Onderstaande stellingen geven een beeld van de onderwerpen van de workshop.

# De beste publieke diensten begrijpen de nieuwe relatie met de burger en zijn vertrouwenswekkend.

# De beste publieke diensten hebben duidelijke servicestandaarden en zijn aantoonbaar rechtvaardig en te verantwoorden.

# De beste publieke diensten geven burgers regie over hun eigen diensten. # De beste publieke diensten zijn gericht op preventie. # De beste publieke diensten hebben lokaal eigenaarschap. # De beste publieke diensten hebben diensten, die gericht zijn op het ondersteunen van gedragsverandering

# De beste publieke diensten hebben professionals 'nieuwe stijl’. 3

BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING ÂŠ 2010

Studie Businesspreneur heeft de onderstaande boeken, rapporten onderzocht om de succesfactoren achter de beste publieke diensten in kaart te brengen:

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BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING ÂŠ 2010

# State of trust How to build better relationships between councils and the public Governments urgently need to develop better relationships with the people they serve. This interim report explores how those relationships can be built. Working in four local authority areas, we show how institutions have succumbed to the idea that better services alone are the key to building public trust. In fact, the public cares about process as well as outcomes. What you do matters, but so does how you do it. Drawing on extensive new research, we offer a new typology of the trust relationships that the public wants to build with government. With practical ways for councils to take the initiative, we show that the key is a focus on the personal interactions between citizens and staff and a new approach to taking political decisions. Authors Melissa Mean, Phil Spires 2008-07-09 ISBN 9781841801995

# Getting more for less For the next decade the most urgent question facing government will be how public services can meet people's needs, while costing less. This pamphlet argues that the route to public sector efficiency is to focus on effectiveness. Effective services are personalised--driven by people's needs, they take aim at the cause of problems rather than the consequences, and they are delivered collaboratively. Services driven by these principles result in better outcomes for citizens, a better quality of service, and happier staff. They also save money because getting things right the first time always works out cheaper. As we face the tightest public finances in a generation, this pamphlet shows that getting more for less is possible and offers policy makers practical guidance on how to do it.

# What do people want, need and expect from public services? Whose public services? Ultimately, the public will decide the future of public services. The only question is how they will do so: actively, by stepping forward as participants in robust and informed debate, or passively, by stepping back and allowing politicians to take decisions on their behalf. The 2020 Public Services Trust strongly believes in a future shaped democratically through inclusive public debate, asking what people really value for themselves, their families, and the society they live in. The Trust has tried to build its work around democratic principles, making citizen engagement a central element of everything it does. This report is part of our ongoing work to articulate a citizen-centric vision for public services. 2020 Public Services Trust, RSA, 8 John Adam Street, London, WC2N 6EZ telephone: 020 7451 6962 | charity no: 1124095 | www.2020pst.org

# Systems Thinking in the Public Sector: Case Studies 'Delivering Public Services that Work (Volume 1)' Edited by Peter Middleton Foreword by John Seddon Publication Date: 9th March 2010 No. of Pages: 132 Book type: Paperback ISBN: 978-0-9562631-6-2

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# Choice and Competition in Public Services A guide for policy makers A report prepared for the OFT by Frontier Economics March 2010 OFT1214 Successive governments in the UK and further afield have explored the possibilities for using choice and competition mechanisms to improve performance across a range of different public service markets. In commissioning this report from Frontier Economics, we hope to provide further insight into how these market mechanisms work – both their potential benefits and practical pitfalls. The report seeks to draw lessons from experience in the UK and abroad and present them as part of an overall framework that we hope will be useful for policy makers in assessing where and how competition and choice can be most effective, and how best to design systems that use market incentives to improve the performance of public services.

# Power in People’s Hands: Learning from the World’s Best Public Services 2009 This document is intended to inform consideration of public service delivery by the UK Government. Many aspects of public service policy delivery are devolved in Northern Ireland, Scotland and Wales. It is the benefit of devolution that the Devolved Administrations can tailor their policies and thus deliver public services to meet the specific needs of those parts of the UK. We hope that where the Devolved Administrations face similar challenges in public service delivery, this research will provide a helpful resource for discussion.

# Design (services) with Intent 101 patterns for influencing behaviour through designing services Dan Lockton with David Harrison and Neville A. Stanton ISBN 978-0-9565421-0-6 ISBN 978-0-9565421-1-3 April 2010

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Waarom een LAB? De bevindingen van het onderzoek lenen zich uitstekend om te vertalen naar de praktijk van uw organisatie. In deze ‘LAB’ vragen we deelnemers om de opgedane inzichten te verbinden aan de eigen publieke diensten. De workshop resulteert dus in een concreet resultaat.

Heeft u interesse in deze workshop, neem dan contact met ons op.

Contactgegevens/ contactpersoon Businesspreneur Bezoekadres Maarssen Planetenbaan 16 3606 AK Maarssen Postadres De Joncheerestraat 6 3602 PR Maarssen

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