Changing the ‘front line’ to meet citizen needs

Abstract

Public services need to be re‐designed to meet citizens’ needs and to become more accountable. The role of the ‘front line’ is crucial in this. It is the pivotal point on the ‘see‐saw’ connecting ‘the public’ and the ‘back line’ of national and local public service agencies. This article compares the experience of Sweden and the UK in designing new ‘front lines’ through ‘decentralisation’ and ‘one‐stop shops’. It concludes that these initiatives can help to meet citizen needs and that citizens notice the difference. Committed support from the ‘back line’ is crucial for success. Active democratic involvement of both politicians and local residents is also essential.

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