Journal article

Contracting personalization by results: Comparing marketization reforms in the UK and Australia

Mark Considine, Siohban O'Sullivan, Michael McGann, Phuc Nguyen

Public Administration: an international quarterly covering public administration throughout the world | Wiley | Published : 2020


Market instruments are increasingly used to drive innovation and efficiency in public services. Meanwhile, many governments recognize the need for services to be more personalized and ‘user-centred’. This was a key aim of major welfare-to-work reforms in both the UK and Australia over the past decade, which sought to achieve personalization through increasing service delivery by for-profit providers, contracted via Payment-by-Results. Drawing on three surveys of frontline staff, we show the impact of recent UK and Australian marketization reforms on frontline practices to consider whether the reform mix of increased commercial provision tied to Payment-by-Results has enhanced service persona..

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University of Melbourne Researchers


Awarded by Australian Research Council

Funding Acknowledgements

Australian Research Council, Grant/Award Number: LP150100277; Jobs Australia; National Employment Services Association; Westgate Community Initiatives Group