How do you know your service works?
Beatriz Belmonte Acero
Better Public Services
21 Sep 15:30 — 16:30
About the session
The evaluation of policies is a crucial part of the policy process as it may help to assess the policies' effectiveness and impact. In addition, public service design practices can provide valuable data and insights to help explain why governmental initiatives succeed or fail for people.
Good services start with people's needs and help them do what they need to do. In other words, a good service is people-centric in its approach and features.
People-centricity is considered one of the key attributes of quality public services. As such, it is monitored and evaluated by several international organisations, research national bodies, and policy analysts. These reports are an important reference for governments and policy-makers around the world. If the picture looks good, there should be no need to change things because it means that services work.
But do they?
Why are sometimes the results of these reports so far away from the reality people experience using public services? How is people-centricity described and evaluated? How are public design practices contributing to these evaluations?
The lack of direct input from service users and data from the design and implementation process of the service limits policy evaluation.
This workshop will cover:
- Understand what evaluation of public policy design (goals, audiences, frameworks, and criteria) is.
- Identify how key evaluation frameworks assess and monitor people-centricity in public policy.
- Review how different policy design teams evaluate their services worldwide.
- Explore how policy designers can include evaluation components to inform the policy cycle.
This session includes:
Metrics, data, ROI, policy design, people-centric governments.