This report sets out a means of analysing some of the costs and benefits of providing choice in local public services.
Based on our research, we examined:
- choice-based lettings in housing
- direct payments in adult social care
- call centres
- other forms of customer access facilities
It has been found that the introduction of choice can lead to higher-quality services. Choice can, if managed properly, provide better matching of limited supply to preferences and needs. It can make small but very important changes, which users greatly value, in how and when services are offered. Choice can give users more control and therefore increase their level of satisfaction with local services. But we also found that choice might not improve the quality of services if the local authority lacks the capacity to implement it effectively.
The Commission will work with stakeholders to help local public bodies to understand and approach these issues more effectively. It is already taking steps in this direction. It is developing the approach outlined in this report and will pilot its use in local authorities and housing associations.