Outcomes and Public Service Delivery

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There is a noticeable increase in the use of outcome-based approaches to public service delivery and accountability both at national and local levels.

This includes, in some cases, a move to payment by results, linking payment partly or wholly to outcomes achieved. Outcomes approaches have also been used to assess proposed services and in other cases and as an internal performance management tool. There are indications, however, that it is not always clear exactly what is meant by outcomes or how best to apply outcomes with a view to improving decision making.

A balanced view is taken of outcomes as part of a broader range of non-financial and financial tools which often work best when used together. Examples are included from a number of sectors, while a resources chapter sets out a number of frameworks available to organisations.

The guide will be useful for people working with or in organisations delivering public services, including managers and officers interested in outcomes based approaches to service delivery, and in commissioning services.

Outcomes and Public Service Delivery is available online.

The digital, online version is available as both searchable HTML and a bookmarked downloadable PDF of the publication that can be shared throughout your organisation. Customers will need to register and login to CIPFA’s website to access the publication.

Details of licensing arrangements for other categories of purchaser, which includes those organisations operating shared service arrangements, are available from CIPFA’s Publications Department.