Delivering Public Services to a Diverse Society: House of Commons Papers 2004-05,19-1,II

 
9780102931587: Delivering Public Services to a Diverse Society: House of Commons Papers 2004-05,19-1,II

This report sets out the importance of addressing diversity, and examines the progress made by government bodies in addressing the needs of diverse customers. Public bodies cannot meet the full range of needs which exist for their services until they recognize, value and address the diversity of the society they serve. Tailoring services to address diverse needs improves effectiveness and efficiency of public services, increases public confidence in the farness of public institutions and can foster economic growth through developing skills and potential of the whole workforce. The NAO examines the extent to which government bodies are themselves diverse in terms of gender, age, disability, race, religion and belief, and sexual orientation. It finds a positive relationship between the degree of diversity within a department and the effectiveness of service delivery to a diverse customer base. Yet there is still much to do: the government workforce poorly reflects the diversity of customers; there is too little knowledge of the customer base, particularly in the areas or religion, and the needs of that base. The report calls for the integration of diversity into all aspects of service delivery through appropriate organizational structures, recruitment and workforce development, targeting of resources, evaluation of service delivery to diverse customers. The second volume of case studies reports on specific initiatives carried out by the Crown Prosecution Service, the Learning and Skills Council and the National gallery; reviews how Australia, Canada, the Netherlands and Sweden are approaching this area; and interviews key individuals responsible for diversity in government departments.

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