Motivation & Policy

Gwendolyn Burchell MBEUnited Aid for Azerbaijan

‘Centre for Social Policy Development’

Outcomes of Public Service Delivery

1. Quality2. Efficiency3. Equity4. Responsiveness5. Accountability6. Innovation7. Sustainability

Four models of public service delivery

1. Trust2. Command-and-control3. Voice4. Choice

TRUST

• Professionals decide how to spend budget• No monitoring costs• High morale in workforce• Trust breeds trust• Relies upon altruistic motivations

COMMAND-AND-CONTROL

• Government sets targets• Performance data is published• Rewards/penalties for staff• Works well in short-term• Targets hit, service missed• Demotivating in longer-term• Stifles initiative and innovation• Can lead to elitism

VOICE

• Consultations• Complaints procedures, petitions, elections• Services improve with feedback

• Can be hard to mobilise and incentivise• Those who speak loudest will benefit most• Needs democratic decision-makers

CHOICE

• Provider, methodology, time, access• Strong incentive for responsiveness and

efficiency• Equitable distribution of resources• Appeals to those motivated by altruism and by

self-interest

• Alternatives are necessary• Needs good information system

What motivates people?

• Trustworthy leadership• Self-improvement• Challenge and stimulation• Stability• Pay• Achievements

Self-Help-Group Model

• Mix of management styles & motivations• Outcomes for methodologists/teachers- Increased range of motivations• Outcomes for parents- Become active participants in child’s education• Outcomes for local authorities- Becoming popular through partnership with community