Many of our reports have identified that public services are not always well set-up to meet the demands of citizens. There has been much talk about more joined-up services, and citizen-centred services. And there have been some good examples. But there is much more to be done to improve services for citizens, and to reduce costs by cutting down on unnecessary duplication and activity.

Public services aim to deliver services which are focused on the needs of citizens, cost-effective and high-quality. Improving the impact of your organisation’s work is key to judging the effectiveness of your service delivery.

The guidance available in this section supports organisations to improve the way the manage and deliver services, helping to ensure a more positive outcome for citizens.