Improving the effectiveness and efficiency of public services is a priority for governments as the population ages and becomes wealthier. This case study looks into the critical success factors driving successful productivity enhancements in the non-market sector.

The John Morony case study, based on detailed interviews with 52 participants, provides an example of how to empower frontline managers to deliver better frontline services.

This paper explores APS commissioning and contracting and how it deploys these tools to pursue outcomes. It sets out a vision for an APS that has transitioned from a procurement mindset and adopted approaches that allow it to fully leverage the potential within the APS, and has the capability to design and steward complex systems...

The public don’t like monopolies. And they are suspicious of them in the public sector as well as the private sector. Sometimes there is no other way of organising the production and delivery of goods and services, but we all know from experience that monopolies are generally unresponsive to the needs of customers and service...