[PDF] Now it's personal : personal advisers and the new public service workforce

Institute for Public Policy Research
Institute for Public Policy Research (IPPR)
Publication date:
16 June 2009


This report gives shape to the argument that the next focus of public sector reform should be on the relationship between the citizen and frontline staff in public services. It does so by focusing on what matters in the relationship between citizen and the state on the frontline of public services.   Specifically, it considers how the relationship between adviser and benefit claimant can be improved by ensuring frontline staff have the right incentives, degree of control over their work and autonomy to provide effective and responsive services.