IPA October 2008 1

Innovation and Modernisation in the Public Sector

IPA October 2008 2

Purpose of this Session

Review/Clarify the Material Is it in line with your own experience?

IPA October 2008 3

2. Objectives

Be able to discuss The characteristics of the Public Service The key policy changes The impact of the Private Sector International Trends Factors facilitating innovation

Foundation for later modules

Will inform your actions

IPA October 2008 4

Cautionary Notes Not Science

“management theory” Human behaviour changes slowly

Thucydides 460-400 BC Much published material

May not tell the full story Study the Individuals

IPA October 2008 5

3 Origins of Administration

Role of the State Trend towards reduction Based on somebody’s theory Countries differ Emergence of ICT

IPA October 2008 6

4 Origins of the Irish Public Service

British Model Northcote Trevelyan Report Other possibilities:

US: Political appointments France:Napoleonic design

IPA October 2008 7

4 Origins of the Irish Public Service British Model Northcote Trevelyan Report Other possibilities:

US: Political appointments France:Napoleonic design

Should the Secretary General be changed with a change of Government?

IPA October 2008 8

SAQ 1

Has your organisation changed?

[Ideas on page 34]

IPA October 2008 9

5. Characteristics (1)

1854 Problems Patronage Inefficiency Lack of staff development External appointments Departmental promotion

Solved?

IPA October 2008 10

5. Characteristics (2)

Northcote Trevelyan Solutions

Examinations by a Commission Permanent appointments/Probation Specialisation Salary scales

Bureaucracy: churches, army, banks, insurance companies, breweries.airlines, etc

IPA October 2008 11

5. Characteristics (3)

Principles [Lane] Government decides on policy and

Public Service delivers Written records Based on rules, not arbitrary Legal and procedural rules Work is organised by function Hierarchical structures Resources are not personal Public sector ethos

IPA October 2008 12

SAQ 2

What evidence can you find that the thinking was influenced by the environment and personal values?

[Ideas on page 34]

IPA October 2008 13

6. Public Service Reform

6.1 1932 Brennan Commission

6.2 1969 Devlin Report

6.3 1985 “Serving the Country Better”

6.4 1994 SMI

6.5 1996 DBG

What changes have affected our customers?

What changes have affected you?

IPA October 2008 14

Rate your Own Organisation?Leader?

Strategic Plan Senior Management Committee Open to Change

Complier? No champion?

Resister? Why ?

IPA October 2008 15

6.6 Role of ICT

Information Society Commission 1999 Information Services Interactive Services Integrated Services

Reach Agency 1999 OASIS BASIS Fund of €109m

IPA October 2008 16

New Connections 2002-05

Single point of contact Multiple access channels

IPA October 2008 17

6.7 Local Government

1996 Programme for change Enhancing local democracy Serving the customer better Greater efficiency Proper resources

IPA October 2008 18

6.8 Evaluation of Progress 2002

Quality Customer Service eGovernment Agenda

Evidence of improvements?

IPA October 2008 19

7. Quality Customer Service

Private/Public Sector differences Stovepipes Policy vs Service delivery Measurement Principles QCS Initiative 1997 SAQ 3 Results? Customer Charters

IPA October 2008 20

8. Innovation

Culture Complacency Rigidity Excessive bureaucracy Aversion to risk and innovation Avoidance of mistakes

SAQ 4

IPA October 2008 21

9. Drivers for Change

International Trends Impact on Ireland ICT

IPA October 2008 22

10. Conclusions

Some good examples Preserve the good aspects Understand your environment Reform can be harnessed Quality Customer Service essential Innovation not stagnation International competition

IPA October 2008 23

This afternoon?

Examine the Revenue experience in the light of what we have covered and your own experience

IPA October 2008 24

Problems? SAQs Progress Questions Readings