The investigation will examine how the Windrush Compensation Scheme is delivering against objectives.
Oversight of service delivery
Central and local government are increasingly using complex delivery chains and an increasingly diverse set of providers to deliver services to the public. A chain or network of different organisations are often required to deliver programmes. Providers range from public sector bodies, to large commercial companies and small charities. In order to protect taxpayers' and citizens' interests and to provide accountability, departments need reliable information and systems which can help them understand and take steps to address providers' performance when needed (whether financial, governance and/or service standards).
Government also needs skills to manage major commercial contracts with providers. This means that it needs to set clear aims and frameworks for delivery; it needs to advise and guide the organisations providing services, and monitor their performance against the agreed targets and standards. Where performance is not good enough it may need to intervene, which can be through expert support, financial penalties, requirements for new management or a specific action, or, where necessary, terminating the contract. In addition, as the government increasingly creates 'quasi markets', it needs the skills to balance consumer protection with the need to let providers fail so that these arrangements achieve the benefits of being markets.
Key NAO publication:
This report looks at how effectively government met the needs of clinically extremely vulnerable through the shielding programme.
10 Feb 2021
This report will consider the progress the Ministry of Defence has made with estates disposals.
This guide provides key questions senior leaders need to consider when overseeing complex business operations.
This report will explore whether the National Law Enforcement Data programme is likely to meet user requirements.
This report establishes the facts on how the government has provided accommodation for rough sleepers during COVID-19.
14 Jan 2021
This report reviews the robustness of assumptions underpinning the Ministry of Defence’s 2020–2030 Equipment Plan.
12 Jan 2021
This report considers what the Superfast Broadband Programme has delivered and the lessons for government’s roll-out of nationwide gigabit broadband.
16 Oct 2020
This study examines the government’s support for bus services and whether enablers to improve bus services are in place.
2 Oct 2020
This report examines the progress the government has made in developing specialist skills in the civil service.
17 Jul 2020