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Appears in Collections:Faculty of Social Sciences Research Reports
Peer Review Status: Refereed
Title: User Power: the participation of users in public services
Author(s): Birchall, Johnston
Simmons, Richard
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Citation: Birchall J & Simmons R (2004) User Power: the participation of users in public services. National Consumer Council (now Consumer Focus).
Keywords: public service users
Public utilities
Public administration
Political participation
Issue Date: Oct-2004
Date Deposited: 8-Aug-2011
Publisher: National Consumer Council (now Consumer Focus)
Abstract: This report explores how to increase user participation and make it effective by applying a more systematic and strategic approach. While evidence on the current level of active participation is far from complete, we estimate that a significant, but small minority of up to seven per cent of users are involved on a regular or occasional basis. An important factor in user participation is the model of relationship on offer, which tends to come in three types: a bureau-professional model, a market-based service or a mutual approach. A long legacy of paternalism of the first approach in fields such as housing has to led to efforts to turn service users into customers, and in some cases, more recent efforts to enlist users as partners in service provision. Findings from the research with 500 public service users in housing and community care
Type: Research Report
Rights: The rights are jointly held with the NCC which has given permission for the report to be circulated via other websites; The publisher has granted permission for use of this report in this Repository. The report, User Power: the participation of users in public services, was first published by National Consumer Council (now Consumer Focus).
Affiliation: Sociology, Social Policy & Criminology
Sociology, Social Policy & Criminology

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