At the Audit Commission, we have learned a great deal about both the opportunities and the challenges of managing change effectively, through our work with local public service bodies. This paper seeks to distil that learning, as well as drawing on the insights of successful leaders of change, to help public service managers to rise to the challenge of delivering continuous improvement for service users.
Delivering positive change and continuous service improvement is the biggest challenge facing public services. Managers and non-executives also face a major task in balancing national priorities alongside the concerns of local communities.
This paper is intended as a guide to change for top managers of local government and NHS bodies who are responsible for delivering services to their communities.