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Productivity change in the public sector: innovation, new public management and cultural resistance to 'digital era governance' in UK social security

Carrera, Leandro N. and Dunleavy, Patrick (2010) Productivity change in the public sector: innovation, new public management and cultural resistance to 'digital era governance' in UK social security. In: The politics of hard times: citizens, nations, and the international system under economic stress., 2-5th September 2010, Washington DC. (Unpublished)

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Abstract

The analysis of government sector productivity is still in an early stage of development. We look in detail at productivity trends in the UK social security system, which accounts for almost a quarter of total state spending. We look across twenty years, 1998-2008, and in detail at a period of heavy capital investment and modernization spending from 1997-2008 under 'new Labour ' governments which created an integrated Department of Work and Pensions (DWP). During the heyday of ‘new public management’ DWP productivity declined despite new IT and buildings, although in recent years there has been some renewed growth. A programme of highly conservative modernization successfully shifted the UK’s social security systems into phone-based methods from paper-based ones. But this change also generated an initial storm of non-value-adding phone calls that took years to eradicate, and meant that DWP made virtually no progress in moving customer contacts online throughout this period.

Item Type: Conference or Workshop Item (Paper)
Official URL: http://apsanet.org/content_71296.cfm?navID=938
Additional Information: © 2010 The Authors
Library of Congress subject classification: H Social Sciences > HC Economic History and Conditions
Sets: Departments > Government
Research centres and groups > LSE Public Policy Group
Research centres and groups > Global Public Policy Network (GPPN)
Collections > Economists Online
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Date Deposited: 27 Jan 2011 12:11
URL: http://eprints.lse.ac.uk/31703/

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