Why should we worry about how outcomes are produced?

Abstract

Assessing service quality requires information about outcomes and processes. This article focuses on the connection between process and the likelihood of achieving desired outcomes in areas where achieving desired outcomes depends upon the the efforts of service users as well as service providers and government. Where outcomes are co-produced, service providers need to understand what their clients value be prepared to trust their clients' expertise in their own lives. Governments need to remove performance management or funding mechanisms that constrain agency capacity to to assist service users achieve desired outcomes. Show more