New development: Strategic user orientation in public services delivery—the missing link in the strategic trinity?

ABSTRACT

This article explores the application of strategic planning and management to public service organizations (PSOs). It argues that the impact of these approaches has been limited by the absence of an underlying strategic orientation towards value creation that would provide a value base upon which to embed these approaches within PSOs. It argues further for such an orientation to privilege the need for public services to add value to the lives of citizens and service users and not to focus solely upon internal measures of efficiency and performance.

IMPACT

This article provides direct guidance to public service policy-makers and managers on the importance of a strategic orientation in order to enhance the impact of public services upon citizens and public service users. It provides advice as to how to enact and take forward such an orientation within public service organizations.

KEYWORDS:

• Citizens
• service users
• strategic management
• strategic planning
• strategic orientation
• value creation

Acknowledgements

This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 770356. This publication reflects the views only of the author, and the Agency cannot be held responsible for any use, which may be made of the information contained therein.

Disclosure statement

No potential conflict of interest was reported by the author(s).