2 June 2020

Stephen P. Osborne, Maria Cucciniello, and Kirsty Strokosch, in collaboration with Greta Nasi from Bocconi University, have published a New Development article on Public Money and Management titled ‘Strategic user orientation in public services delivery—the missing link in the strategic trinity?’

The article explores the application of strategic planning and management to public service organisations (PSOs). The authors argue that the impact of these approaches has been limited by the absence of an underlying strategic orientation towards value creation that would provide a value base upon which to embed these approaches within PSOs. The paper also argues for such an orientation to privilege the need for public services to add value to the lives of citizens and service users, and not to focus solely on internal measures of efficiency and performance.

The article offers direct guidance to public service policymakers and managers on the importance of a strategic orientation in order to enhance the impact of public services upon citizens and public service users. It provides advice as to how to enact and take forward such an orientation within public service organisations.