e-Government services may completely miss people who don't have an address, let alone access to a computer or phone - and strategic planning is needed for many 'next generation' governmental online services to ensure that intermediaries (such as Citizens Advice bureau) are able to assist in their delivery to this vulnerable section of society. Since 1997, the Government's strategy to reform welfare and tackle social exclusion has achieved some significant results. Some of society's most deep-rooted social problems such as rough sleeping have been turned round and unemployment is the lowest it has been for a generation.
But the Government recognises that there is still more to do to build two way respect between the people using services and those delivering them. Key areas for action include better information and communication, and giving disadvantaged people the "know how" they need to find and use public services effectively.
'Improving Services, Improving Lives' published yesterday by the Office of the Deputy Prime Minister, is an interim report bringing together evidence and themes from the Social Exclusion Unit's current work. It is the first report in a series looking at how public services can work better for disadvantaged people. This report focuses on three groups: people with low levels of literacy; disabled people and people with long term health conditions; and certain ethnic minorities. A final report, with cross-government agreed actions will be published during 2006.
Phil Woolas, Minister for Social Exclusion within the Office of the Deputy Prime Minister launching the report said: "In publishing the Social Exclusion Unit report, Improving Services, Improving Lives the Government is demonstrating that its commitment to tackling disadvantage is as strong as ever.
"We have made huge inroads to improve the lives of many, but we must not let up. For too long, public services have worked less well for those who are most disadvantaged. Public services are at the forefront of the Government's efforts to reduce social exclusion. If disadvantaged people are to make more choices about what, where, when and how public services are provided, we must offer them better services that are more effective and relevant to their lives than ever before. At the same time there needs to be mutual respect between service users and the frontline professionals who are going all out to help them."
John Hutton, Minister for Public Services Reform in the Cabinet Office said: "Public services are there to serve every section of society, and everyone is entitled to expect high quality services that fully address their needs. This report shows how vital it is to press on with the Government's plans to couple increased investment with changes in the way we deliver public services so no-one misses out on the very best that services can deliver."
The SEU report, Improving Services, Improving Lives provides evidence and key themes to inform the Government's public service reform agenda.
Themes that have emerged include:
- Information and communication - Information is needed to enable people to be aware of services and make choices. Understanding the information provided by public services can be a challenge in itself particularly for people that struggle with reading and writing. Some information, for example, requires a reading age of nearly 17 years - well above the skills of more than 50 per cent of the population.
- Interaction with frontline staff - Both users and staff of public services have the right to be treated with respect. Disadvantaged people often report experiencing poor understanding and 'attitude' from frontline staff. At the same time staff face pressures and constraints and sometimes, unacceptable behaviour - and need to be equipped with the right skills.
- Building personal capacity - The SEU report shows that disadvantaged people are less likely to have the confidence and the 'know how' to navigate their way around public services and get the most out of them. Some of the most disadvantaged people will need support if they are to make meaningful choices about public services.
- Voluntary and community sector - Advocacy, advice and information services, such as those often provided by the voluntary and community sectors, have an important role to play in bridging the gap between the statutory sector and disadvantaged groups.
- Funding and targets - These have a huge influence on how services work. Putting the power in the hands of disadvantaged people by giving them a bigger and better say about the design, delivery and inspection of services can help to ensure that services meet people's needs more effectively.
The report also highlights a number of examples of good practice in helping disadvantaged adults.
Responding to the report Ed Mayo, Chief Executive at the National Consumer Council said: "So many public services touch the lives of ordinary people and yet the voice of those most vulnerable and reliant on them is rarely heard. If it leads to better services, this work will be invaluable."
Teresa Perchard, head of Policy at the Citizens Advice Bureau (CAB) said: "Citizens Advice welcomes this initiative to get better public service delivery for the most disadvantaged people in our society. We know at first hand about the many challenges that current methods of delivery can present to the most disadvantaged people. We very much hope that public services are not just asked but enabled to respond to this report."
The report focuses on three main groups that have significantly poorer life chances than the general population:
- People with low levels of literacy (5.2 million);
- Disabled people and people with long-term health conditions (5.9 million);
- Certain ethnic minority groups who experience the most acute levels of socio-economic disadvantage including Bangladeshis, Pakistanis, Black Africans and Black Caribbeans (1.3 million).
The report focuses on four service areas: Adult education and training; Employment and benefits; Housing; and Health, but are relevant to others.
The report highlights a number of examples of good practice including the London Choice Based Letting Scheme.
In this, people in a number of London boroughs including Newham can use electronic kiosks to access their council's choice-based home lettings system. The system is run through an interactive website that includes a multi-lingual and multi-media facility called 'Talking Heads'. This offers explanatory information in ten community languages and British Sign Language. It can be accessed from a PC but kiosks are available in local service centres, libraries and schools for people who do not have a computer or internet access at home. The kiosks will soon be available on the street as well. Project contact: Robin Newby, Diese E-Mail-Adresse ist vor Spambots geschützt! Zur Anzeige muss JavaScript eingeschaltet sein!, tel 020 8430 6968.
Quelle: Publictechnology, 13.10.2005
