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'The Whitehall Effect' chronicles how the Whitehall ideas machine has failed to deliver on a monumental scale - and what we can do about it. We have a breathtaking opportunity to create public services that truly serve. But only if Whitehall changes. --- Why don't public services work very well? One key reason is that they have been 'industrialised'. Part 1 explains why call centres, back offices, shared services, outsourcing and IT-led change almost always lead to service failure. It explains, in particular, why 'economies of scale' are a myth. Part 2 proposes a better (and tried-and-tested) alternative to the alienating and unresponsive experience of industrialised public services.
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The Whitehall Effect, John Seddon
- Language
- Released
- 2014
- product-detail.submit-box.info.binding
- (Paperback)
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- Title
- The Whitehall Effect
- Language
- English
- Authors
- John Seddon
- Publisher
- Triarchy Press
- Released
- 2014
- Format
- Paperback
- ISBN10
- 1909470473
- ISBN13
- 9781909470477
- Category
- Art / Culture, Fine art, Hobby and Home
- Description
- 'The Whitehall Effect' chronicles how the Whitehall ideas machine has failed to deliver on a monumental scale - and what we can do about it. We have a breathtaking opportunity to create public services that truly serve. But only if Whitehall changes. --- Why don't public services work very well? One key reason is that they have been 'industrialised'. Part 1 explains why call centres, back offices, shared services, outsourcing and IT-led change almost always lead to service failure. It explains, in particular, why 'economies of scale' are a myth. Part 2 proposes a better (and tried-and-tested) alternative to the alienating and unresponsive experience of industrialised public services.