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Meeting the Minister - Outcomes of Discussion Sessions between Consumers of Public Services and Tom Mccabe MSP Ministerfor Finance and Public Service Reform
Part of the dialogue on public service reform that took place across Scotland between June 2006 and February 2007.
ISBN 978 0 7559 1509 5 (Web only publication)

This document is also available in pdf format (332k)

Contents

About the Scottish Consumer Council

Acknowledgements

1. Introduction
1.1 Methods
1.2 Structure of report

2. Priorities for public service reform

3. User focus and personalisation
3.1 Consultation
3.2 Communication
3.3 Complaints
3.4 Personalisation

4. Driving up quality and enhancing innovation
4.1 Service Standards
4.2 Change and innovation in the public services

5. Greater efficiency and productivity
5.1 Citizen and consumer involvement in financial decisions
5.2 Improving rewards for good public services

6. Joining up services and minimising separation
6.1 Joining up within councils
6.2 Joining up between councils
6.3 Joining up councils and other public services

7. Strengthening accountability

8. Conclusions
8.1 The need for better consultation, communication and complaints mechanisms
8.2 Improving service standards
8.3 Change and stability
8.4 Joining up services

The views expressed in the report do not necessarily reflect those of the Scottish Executive.

The Scottish Executive is making this report available on-line
in order to provide access to its contents for those interested in the subject.

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