Annual Progress Report on the Public Service Reform Plan 2014-2016

Section One: A Focus on Service Users

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Delivering improved outcomes for users of public services is the central theme of the Public Service Reform Plan 2014-16. To achieve improved outcomes, end-users of services, whether citizens or business customers, are being placed at the centre of service design and delivery, so that services better meet their needs and expectations.

This section sets out progress in strengthening the focus on service users. It brings together a selection of examples of reform from across the Public Service to illustrate how the implementation of the cross-cutting themes in the Reform Plan, as well as initiatives in individual organisations, are delivering improved customer experience.
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