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In areas like health care and education, New Labour's target obsession has been demonstrably damaging.

A couple of examples come to mind. One is the charge that people have been alleged to be kept waiting in ambulances before being admitted to Accidents and Emergencies in order not to violate a government-imposed target that all patients should progress to a certain stage within 4 hours of admission. The other example is that, after focusing on the number of pupuls excluded from schools for 6 school days or longer, policies have been adopted that discourage schools from excluding pupils for that length of time (by making it a monetary cost for the school), as well as having Local Authority officials do their best to avoid long-term exclusions whether or not the underlying issues are addressed. The same thing happens with permanent exclusions: it is possible for the Local Authority to negotiate a voluntary transfer of a student from one school to another as a way to avert a permanent exclusion. The end effect, the pupil moving school, is the same as it would have otherwise been, but it doesn't show up on permanent exclusion statistics.

When the capital development of a country becomes a by-product of the activities of a casino, the job is likely to be ill-done. — John M. Keynes

by Migeru (migeru at eurotrib dot com) on Mon Apr 14th, 2008 at 11:46:38 AM EST
[ Parent ]
All of this is possible where the "customer" has no effective means of redress for any harm suffered -  a key organisational design principle for any service industry.

"It's a mystery to me - the game commences, For the usual fee - plus expenses, Confidential information - it's in my diary..."
by Frank Schnittger (mail Frankschnittger at hot dotty communists) on Mon Apr 14th, 2008 at 12:14:12 PM EST
[ Parent ]
What it's a key organisational design principle for any service industry that the customer should have no effective means of redress?

that's cynical ;-)

Any idiot can face a crisis - it's day to day living that wears you out.

by ceebs (ceebs (at) eurotrib (dot) com) on Mon Apr 14th, 2008 at 12:15:39 PM EST
[ Parent ]
nah - its what the public sector is like now, and what needs to be changed!

"It's a mystery to me - the game commences, For the usual fee - plus expenses, Confidential information - it's in my diary..."
by Frank Schnittger (mail Frankschnittger at hot dotty communists) on Mon Apr 14th, 2008 at 01:32:44 PM EST
[ Parent ]
Actually, the tendency to consider people using public services as customers is just as much a problem as anything else.
by Colman (colman at eurotrib.com) on Mon Apr 14th, 2008 at 01:37:42 PM EST
[ Parent ]
Call me naïve but - the ballot ?

Un roi sans divertissement est un homme plein de misères
by linca (antonin POINT lucas AROBASE gmail.com) on Wed Apr 16th, 2008 at 05:57:31 PM EST
[ Parent ]

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