'Citizen-centred' public services: contestability without consumer-driven competition?

摘要

Welsh policy-makers have rejected customer-driven market approaches to the delivery of public services. Instead they espouse a model of delivery rooted in collaboration and citizen engagement. Empirical evidence from two recent wide-ranging reviews of public services in Wales suggests that this approach could offer a viable alternative to user choice and competition but, for it to be fully effective, central and local government need to embrace other drivers of improvement.