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National Audit Office report: Managing business operations– what government needs to get right

Managing business operations– what government needs to get right

We present here what we’ve been learning about the problems government faces in managing its business operations, the actions taken to address them, and our analysis of what government needs to focus on to get this right.

We have been assessing government’s capability in managing operations and processes since 2010. In this output we present analysis from our examination of 32 government organisations, including 86 operational processes. From our analysis, four themes capture the most important characteristics associated with good operations management capability:

  • Having a customer focus
  • Managing from a whole system, end-to-end perspective
  • Building an effective management and leadership environment
  • Using information to improve the business


You may be interested in our ongoing work on operations and process management.

The summary of our previous work in 2010 can be found here.

September 2015


Publication details:

Published date: September 30, 2015