Posts Categorised: Customer service

Governance of policing and cultural codes: interpreting and responding to policy directives

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Lapwings/G.Griffin

“In terms of governance, British policing seems to arise from a history of local traditions influenced more recently by centralist managerial demands. A creeping process of privatisation has led social scientists to argue that patterns of governance in British policing are changing in several directions. This has included the way police officers not only are challenged, but also challenge these changing modes of governance in terms of ethical codes of behaviour.”

Source: Westmarland, L. (2016). Global crime, 17(3-4), and available from this link (open access).

Predictive Analytics: Driving Improvements Using Data

Manly Beach

“Predictive analytics, although widely utilized in the private sector, still stir uncertainty and concern on the part of public sector leaders. Daily, however, some national or subnational government makes a dramatic breakthrough in how it delivers services as a result of collecting and analyzing data. This paper examines how officials can use properly analyzed historical data to look for patterns and trends to reorganize the way they deliver services, anticipate future events, and often even prevent potential problems.”

Source: Goldsmith, S., Crawford, S., Weinryb Grohsgal, B.(2016). Innovations in Public Service Delivery, issue no. 4. Available from this link (open access).

Managing to outcomes: what, why and how?

Winter sunrise swims/Flickr

“This story is part of a broader trend in the social sector where we are seeing an increasing focus on measuring the things that matter most — the outcomes of investments and activities that create social change. But measuring is only one half of the story. Real change comes through building a culture in both service delivery organisations and funders that understands how to use this data to manage to outcomes.”

Source: Faivel, S. &  Andreyeva, K. (2016). SVA Quarterly and available from this link (open access).

Public Sector Data Management Report

Manly Harbour/M. Hardy

“In April 2015, the Secretary of PM&C commissioned an in-house study into how public sector data can be better used to achieve efficiencies for government, enable better service delivery and inform policy development, and be used by the private sector to innovate and create new products and business models. The study was an internal study focusing on APS practices with the aim of identifying current status and strategies for improving the use of and access to data.”

Source: Australia. Department of the Prime Minister and Cabinet and available from this link.

Meta-evaluation of existing interagency partnerships, collaboration, coordination and/or integrated interventions and service responses to violence against women: State of knowledge paper

Manly Ferry/Flickr

“The paper finds that the current Australian policy context prioritises integration and multi-sectoral responses to address the limitations of traditional service delivery and the negative consequences of fragmentation and disconnection. Despite the significant challenges to integrated responses, and the limited evidence base on effective responses (which is improving with a growing number of evaluation studies in Australia and internationally), the anecdotal and empirically derived potential benefits appear to outweigh the alternatives.”

Source: Breckenridge, J. (2015). ANROWS Landscapes no. 11 and available from this link.