A value‐creating model for effective policy services

Abstract

Policy services have generally escaped performance evaluation techniques. Traditionally, the evaluation of the quality of policy services has been internally driven, and has tended to rely on definitions and process practices determined by the service provider rather than customer definitions of value. In this study, customers of policy services (ministers, ex‐ministers, department secretaries and key advisers) were asked what the ideal characteristics of policy services were and what would create value. On the basis of customer values, an integrated four level model of policy service provision was developed. This model potentially provides guidance for the development and evaluation of policy services and should lead to greater customer satisfaction.

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