Public service design and delivery

Innovative cross-cutting ideas underpin public service reform including productivity, devolution, service design and commissioning for better outcomes. . Reform researches these alongside its work on the individual part of the public sector.

The world is changing, and so can public services.

Publications

27th September 2018

Smarter Working in public services: the HMRC experience so far

This report assesses how far Her Majesty’s Revenue and Customs (HMRC) has adopted Smarter Working principles to become more efficient and effective. It looks at how the Department is changing its working culture, transforming its use of space and implementing new technology, to become more flexible, productive and collaborative. This paper is sponsored by BT.

Press

Reform statement: Institute for Government Civil Service turnover study

Commenting on today’s study from the Institute for Government, Dr Luke Heselwood, Senior Researcher at Reform think tank and co-author of the report ‘Smarter Working in Public Services: The HMRC experience so far’, said:

“Retention of staff has consistently been a problem facing the civil service. Recent research from Reform shows that the civil service can offer a better work-life balance, enhance productivity and improve retention by doing things such as promoting flexible working.”