WIREDGOV

Research amongst public sector leaders highlights importance of involving staff in order to create a customer-centric culture

A new model of values-based leadership needs to be developed across the public sector if the twin objectives of reducing spending and providing more customer-focused services are to be met.  That’s according to new research from the Chartered Institute of Personnel and Development (CIPD) and Public Sector People Managers’ Association (PPMA), exploring how chief executives and HR directors in a range of local service organisations are leading efforts to transform service delivery in line with the Government’s localism agenda.

The report is based on interviews with leaders from 14 local service organisations including local government, police and fire services, and highlights the priority chief executives are placing on involving staff in creating new values that underpin the new customer-centric service delivery cultures they are trying to build. The research demonstrates that a radical re-engineering of public service delivery, coupled with cost cutting, can’t happen overnight – it involves changing public sector values and culture, as well as how people are led and managed from the boardroom to the front line.

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