An LSE Public Policy Group team lead by Professors Patrick Dunleavy and Martin Loughlin has produced the first systematic data on government complaints, appeals and redress processes in UK central government. The report is published today (Wednesday 9 March) by the National Audit Office as Citizen Redress: what people can do if things go wrong in the public services (London: The Stationery Office, 9 March 2005), HC 21 Session 2004-5.
The study team, based at LSE and UCL, surveyed over 280 central departments and agencies to show that complaints and appeals processes currently cost the UK central government £510 million per year in direct costs, plus another £180 million in legal aid costs. The team also used focus groups and a national survey to find out citizens view redress processes, concluding that gaining initial access is hard to understand and that citizens see government agencies as performing less satisfactorily than private sector firms. A series of recommendations set out ways in which improvements could be made by government agencies.
The full report and an executive summary are available for free download on www.nao.gov.uk/publications or on www.GovernmentOnTheWeb.org
This is the fourth LSE Public Policy Group report for the National Audit Office under a strategic partnership run through Enterprise LSE.
Read the full press release and access the executive summary and full report
Press notices and reports are available from the date of publication on the NAO website, www.nao.org.uk. Hard copies can be obtained from The Stationery Office on 0845 702 3474.
9 March 2005