13 June 2003
Britain's public services are dogged by poor performance and high levels of customer dissatisfaction, while critics who believe privatisation has escalated problems are using the excuse as a 'smokescreen', the head of outsourcing giant Capita has claimed.
During a fiery speech in Harrogate on June 11, executive chair Rod Aldridge said it was time that organisations delivering public services, including central government, started listening to their customers. He warned that 'not changing is simply not an option'.
Aldridge, whose own company has been criticised for poor delivery of public-private partnerships, such as background checks at the Criminal Records Bureau, called for the development of a new public service ethos based on accountability, 'responsible employment practices' and a community focus.
He blasted service delivery in organisations where 'failure has no commercial consequences', claiming it undermines public confidence. Aldridge added that the private sector was more flexible and added value and expertise through its 'relentless focus' on the needs of the customer. He did, however, admit to 'mistakes' at the CRB.
Significantly, Aldridge, who also heads the CBI's public services strategy board, urged trade unions to enter into a 'fresh dialogue' with employers following what he felt was the conclusion of the dispute over the two-tier workforce.
'We can bring a lot to that dialogue from our experiences. We have put the obstacles of pensions and the so-called two-tier workforce behind us,' he said.
Trade unions welcomed the development, but urged Aldridge to now 'walk the walk'. Malcolm Wing, Unison national secretary, said: 'Capita and the CBI have obstructed many attempts to bring a new approach to union-employer relations. Let's see how this one pans out.'
Wing also warned Aldridge that the two-tier workforce and pensions issues were 'far from behind us'.
'Certainly there has been progress and Capita has aided that. But, as far as the broader use of the private sector is concerned, we feel there is still a lot to do to ensure our members retain good terms and conditions.'
Earlier, Aldridge had also warned: 'For too many public bodies, poor customer service is still the acceptable norm. If it were your bank or your phone company, these inefficiencies would not be acceptable. You'd just take your business elsewhere.'
In a direct attack on the supposed 'nine-to-five culture' across public services, he asked: 'How long would an airline or a restaurant last if their phone lines were always engaged or the telephone system and reception shut at five o'clock?'
Aldridge also slammed the government for the 'lack of clarity about the rationale for private sector involvement' in delivery.
PFjun2003
