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From customer service to customer-driven services: Practitioner perspectives on a strategy for dealing with local authority austerity budgets

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  • Phil Higson

Abstract

This study aims to reflect on the views of public sector managers in relation to possible ways to cope with austerity budgeting and its impact on public services provided to local communities across a subregion. The investigation draws on empirical research based on a series of facilitated strategic workshops delivered to over 400 UK local authority middle managers. The findings indicate a suggested process model and framework to enable the implementation of a customer-driven approach to the delivery of local community public services. The intent of this study was to enable understanding of a particular case and to share that new understanding more widely. The overall approach is based on a ‘common-sense’ view of generalisability, in which readers will find value if the material resonates with their experience. This study is of potential benefit to researchers and those involved in developing effective and sustainable methods of coping with increasingly severe budgetary constraints on public sector local community provision. The study contributes to the extant literature by investigation of practitioner perspectives on these issues.

Suggested Citation

  • Phil Higson, 2017. "From customer service to customer-driven services: Practitioner perspectives on a strategy for dealing with local authority austerity budgets," Local Economy, London South Bank University, vol. 32(7), pages 778-795, November.
    • Handle: RePEc:sae:loceco:v:32:y:2017:i:7:p:778-795
    DOI: 10.1177/0269094217733682
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    References listed on IDEAS

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    1. Vivien Lowndes & Alison Gardner, 2016. "Local governance under the Conservatives: super-austerity, devolution and the ‘smarter state’," Local Government Studies, Taylor & Francis Journals, vol. 42(3), pages 357-375, May.
    2. Annette Hastings & Nick Bailey & Maria Gannon & Kirsten Besemer & Glen Bramley, 2015. "Coping with the Cuts? The Management of the Worst Financial Settlement in Living Memory," Local Government Studies, Taylor & Francis Journals, vol. 41(4), pages 601-621, July.
    3. J. F. A. (Tom) Overmans & Mirko Noordegraaf, 2014. "Managing austerity: rhetorical and real responses to fiscal stress in local government," Public Money & Management, Taylor & Francis Journals, vol. 34(2), pages 99-106, March.
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