The document announces a workshop on best practices in public services worldwide based on research insights. It aims to provide participants a look into the workings of public services globally and share key success factors behind the best public services. The workshop will focus on literature studying success factors and mechanisms behind successful public services. It will give an integrated view of where public service delivery is headed and what this means for the roles of government, partners, and citizens. The goal is for participants to connect insights to their own public services. Contact information is provided for interested participants.

1. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
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2. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
Beste relatie,
In Nederland is de overheid druk bezig met het verbeteren van de publieke dienstverlening. Veel
kennis is hierover beschikbaar voor bijvoorbeeld gemeenten, die met Antwoord © aan de slag zijn
gegaan. Echter kennis van "best practices" in het buitenland en trends en ontwikkelingen wereldwijd
op dit gebied zijn veel minder goed beschikbaar.
Ontdek de 'beste publieke dienstverlening'
Workshop –publieke diensten LAB- over onderzoeksinzichten wereldwijd naar succesfactoren
publieke diensten. Businesspreneur geeft u in deze workshop een blik in de keuken van publieke
diensten wereldwijd en reikt u de belangrijkste succesfactoren achter de beste publieke diensten
aan.
Waarom is deze workshop onmisbaar?
In de context van “meer met minder”(bezuinigen), het ambitieniveau van Antwoord © en het
continue proces van het veranderen van de dienstverlening, is het zinvol om stil te staan bij de
succesfactoren en mechanismen achter succesvolle publieke diensten. De workshop geeft een
integraal en samenhangend beeld van waar het met de publieke dienstverlening naar toe gaat en
wat dit betekent voor de rollen van de overheid, partners en de burger. De 1 kan niet zonder de
ander. In de workshop staan best practices centraal om de deelnemer mee te nemen in de praktijk.
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3. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
Een inhoudelijke blik op de ‘beste publieke diensten’ wereldwijd
De workshop is gebaseerd op literatuuronderzoek. Onderstaande stellingen geven een beeld van de
onderwerpen van de workshop.
# De beste publieke diensten begrijpen de nieuwe relatie met de burger en zijn
vertrouwenswekkend.
# De beste publieke diensten hebben duidelijke servicestandaarden en zijn aantoonbaar
rechtvaardig en te verantwoorden.
# De beste publieke diensten geven burgers regie over hun eigen diensten.
# De beste publieke diensten zijn gericht op preventie.
# De beste publieke diensten hebben lokaal eigenaarschap.
# De beste publieke diensten hebben diensten, die gericht zijn op het ondersteunen van
gedragsverandering
# De beste publieke diensten hebben professionals 'nieuwe stijl’.
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4. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
Studie
Businesspreneur heeft de onderstaande boeken, rapporten onderzocht om de succesfactoren achter
de beste publieke diensten in kaart te brengen:
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5. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
# State of trust
How to build better relationships between councils and the public
Governments urgently need to develop better relationships with the people they serve. This interim report explores how those
relationships can be built. Working in four local authority areas, we show how institutions have succumbed to the idea that better services
alone are the key to building public trust. In fact, the public cares about process as well as outcomes. What you do matters, but so does
how you do it.
Drawing on extensive new research, we offer a new typology of the trust relationships that the public wants to build with government.
With practical ways for councils to take the initiative, we show that the key is a focus on the personal interactions between citizens and
staff and a new approach to taking political decisions.
Authors Melissa Mean, Phil Spires
2008-07-09 ISBN 9781841801995
# Getting more for less
For the next decade the most urgent question facing government will be how public services can meet people's needs, while costing less.
This pamphlet argues that the route to public sector efficiency is to focus on effectiveness. Effective services are personalised--driven by
people's needs, they take aim at the cause of problems rather than the consequences, and they are delivered collaboratively. Services
driven by these principles result in better outcomes for citizens, a better quality of service, and happier staff. They also save money
because getting things right the first time always works out cheaper.
As we face the tightest public finances in a generation, this pamphlet shows that getting more for less is possible and offers policy makers
practical guidance on how to do it.
# What do people want, need and expect from public services? Whose public services?
Ultimately, the public will decide the future of public services. The only question is how they will do so: actively, by stepping forward as
participants in robust and informed debate, or passively, by stepping back and allowing politicians to take decisions on their behalf. The
2020 Public Services Trust strongly believes in a future shaped democratically through inclusive public debate, asking what people really
value for themselves, their families, and the society they live in. The Trust has tried to build its work around democratic principles, making
citizen engagement a central element of everything it does. This report is part of our ongoing work to articulate a citizen-centric vision for
public services.
2020 Public Services Trust, RSA, 8 John Adam Street, London, WC2N 6EZ
telephone: 020 7451 6962 | charity no: 1124095 | www.2020pst.org
# Systems Thinking in the Public Sector: Case Studies
'Delivering Public Services that Work (Volume 1)'
Edited by Peter Middleton
Foreword by John Seddon
Publication Date: 9th March 2010
No. of Pages: 132
Book type: Paperback
ISBN: 978-0-9562631-6-2
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6. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
# Choice and Competition in Public Services
A guide for policy makers
A report prepared for the OFT by Frontier Economics March 2010
OFT1214
Successive governments in the UK and further afield have explored the possibilities for using choice and competition mechanisms to
improve performance across a range of different public service markets. In commissioning this report from Frontier Economics, we
hope to provide further insight into how these market mechanisms work – both their potential benefits and practical pitfalls. The report
seeks to draw lessons from experience in the UK and abroad and present them as part of an overall framework that we hope will be
useful for policy makers in assessing where and how competition and choice can be most effective, and how best to design systems
that use market incentives to improve the performance of public services.
# Power in People’s Hands: Learning from the World’s Best Public Services 2009
This document is intended to inform consideration of public service delivery by the UK Government.
Many aspects of public service policy delivery are devolved in Northern Ireland, Scotland and Wales. It is the benefit of devolution that the
Devolved Administrations can tailor their policies and thus deliver public services to meet the specific needs of those parts of the UK. We
hope that where the Devolved Administrations face similar challenges in public service delivery, this research will provide a helpful
resource for discussion.
# Design (services) with Intent
101 patterns for influencing behaviour through designing services
Dan Lockton with David Harrison and Neville A. Stanton
ISBN 978-0-9565421-0-6
ISBN 978-0-9565421-1-3
April 2010
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7. BUSINESSPRENEUR | PROFESSIONALS IN HET VERBETEREN VAN PUBLIEKE DIENSTVERLENING © 2010
Waarom een LAB?
De bevindingen van het onderzoek lenen zich uitstekend om te vertalen naar de praktijk van uw
organisatie. In deze ‘LAB’ vragen we deelnemers om de opgedane inzichten te verbinden aan de
eigen publieke diensten. De workshop resulteert dus in een concreet resultaat.
Heeft u interesse in deze workshop, neem dan contact met ons op.
Contactgegevens/ contactpersoon
Businesspreneur
Bezoekadres
Maarssen
Planetenbaan 16
3606 AK Maarssen
Postadres
De Joncheerestraat 6
3602 PR
Maarssen
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