De-Constructing and Re- Constructing Social Dialogue in the Public Services: A UK Perspective Ian Kessler VP/2013/0362 With financial support from the European Union

Structure 1. What do mean by social dialogue? 2. Where does the user fit in? 3. How has the user fitted in ? The UK Case

Social Dialogue: Definition ‘ A conversation involving two or more parties’

1. What is Social Dialogue? ‘ A conversation between two or more people/actors’: Who? What? Where? How? Social Political Economic ?

Social Dialogue Who: Actors What: Scope Where: Level How: Form Service Design/Delivery Resourcing Industrial Relations Employment Relations Work Relations Employee/Rep Employer/Rep Politician End User Carer Citizen Cross-National National Sectoral Organisational Workplace Direct/Indirect Inform Consult Collaborate Delegate Traditional Approach: A Narrow Conception?

Who What Employees/Reps Employer/Reps Commissioners Politicians End Users/Reps Carers Citizen Service Design/ Delivery Industrial Relations: Terms & Conditions Of Employment Employment Relations: Employee Performance Work Relations: Job design & Work practices Resourcing Where How National Sectoral Workplace Inform Consult Negotiate 2. Where does the user fit it? ?? Organisational ? ? ? ?

The UK Policy Context Bureaucracy: User as Recipient Markets: User as Customers Networks: User as Citizen- Consumer New Welfare New Right New Labour present

Key Principles of Citizen-Consumer Engagement Voice Choice Control Government User

Modernising Government (1999): The Governments aims to...make certain that citizens and business will have choice about how and when to access government services...Public servants must be the agents of changes citizens and businesses want. Open Public Services (2011): The modernisation of public services that the Government is undertaking is driven by This simple idea- that people should be in the driving seat, not politicians and bureaucrats...We are opening public services because we believe that giving people more control over the services they receive....will lead to better public services for all

A Drive towards User Control? Public Administration Select Committee (2008): User driven services are those that actively involve the people using them in service design and delivery. They entail drawing upon the expertise, views and perspectives of service users to complement the skills and input of service professionals. User driven services go beyond user consultation or user representation....The idea of user driven services involves public sector staff and users working together to determine what services are provided and how. (Emphasis added) -Co- Design -Co- Production -Co-Supervision -New Professionalism

Examples of User Driven Services Expert Patients Personal Budgets/Direct Payments Community Care Navigators Housing: Tenant-led Management

Where Does Social Dialogue Fit In?

Who What Employees/Reps Employer/Reps Politicians End Users Carers Citizen/Reps Service Design/ Delivery Industrial Relations: Terms & Conditions Of Employment Employment Relations: Employee Performance Work Relations: Job design & Work practices Resourcing Where How National Sectoral Workplace Inform Consult Negotiate ?? Organisational At the Frontline

Who What Employees/Reps Employer/Reps Politicians End Users/Reps Carers Citizen/Reps Service Design/ Delivery Industrial Relations: Terms & Conditions Of Employment Employment Relations: Employee Performance Work Relations: Job design & Work practices Resourcing Where How National Sectoral Workplace Inform Consult Negotiate ?? Organisational National Consumer Council- Unison: Shared Solutions (2006)

Who What Employees/Reps Employer/Reps Politicians End Users Carers Citizen Reps Service Design/ Delivery Industrial Relations: Terms & Conditions Of Employment Employment Relations: Employee Performance Work Relations: Job design & Work practices Resourcing Where How National Sectoral Workplace Inform Consult Negotiate ?? Organisational Citizens UK: Living Wage Campaign

Who What Employees/Reps Employer/Reps Politicians End Users Carers Citizen Reps Service Design/ Delivery Industrial Relations: Terms & Conditions Of Employment Employment Relations: Employee Performance Work Relations: Job design & Work practices Resourcing Where How National Sectoral Workplace Inform Consult Negotiate ?? Organisational Barnett Alliance