What's New?
On this page we post the latest Institute research and opinion.
Video: Public services industry comes of age (Please note: this link will open a page with video content)
Interview with Gary L Sturgess, Executive Director, Serco Institute
London, UK, July 2008
Open for business? How Australia can build on its untold public services success story
Gary Sturgess
Australian Financial Review - July 2008
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Australia's public services industry is one of its great untold success stories. In this article Institute Executive Director Gary Sturgess outlines how Australia can reap great benefits if business and government rethink the private sector’s role in public services.... This article first appeared in the AFR on 11th July 2008.
Customer Service in the Delivery of Public Services: International Experience (Please note: this link will open the page in a new browser window)
The Serco Institute; 2008
Efficiency Unit, Government of Hong Kong SAR
As the citizens of developed countries have become more demanding about the public services they receive, governments have become more attuned to they way they are delivered. This report surveys the use of customer service techniques by public service providers around the world. It looks at how user experience can be enhanced through personalisation, better feedback mechanisms and the implementation of improved technologies.
Competition and Contracting: Learning from Past Experience (Please note: this link will open the page in a new browser window)
The Serco Institute; 2008
Efficiency Unit, Government of Hong Kong SAR
Governments have often failed to learn from past mistakes when contracting-out their services. This review of almost 50 studies, spanning three decades, brings together a wide range of 'exemplary failures' under the main issues that affect outsourcing.
Public Sector Reform: An International Overview (Please note: this link will open the page in a new browser window)
The Serco Institute; 2007
Efficiency Unit, Government of Hong Kong SAR
This report examines recent international trends which have impacted on the formulation and delivery of public services. These have included innovations in public engagement, performance management regimes and private sector involvement. Governments have also benefited from becoming more customer focused yet outcome oriented.