We know what good looks like, but we organise work to prevent it — read on Substack
The problem is how work is organised, not a shortage of methods.
Writing
Public services are shaped by how we organise the work.
I write about what happens when capable people work inside systems that make it difficult to take responsibility for the outcome. This series follows that problem from transactions and service factories through to stewardship, organisations and relationships.
The complete articles are published on Substack, where you can also subscribe by email.
Read and subscribe on Substack2026 series
How public services lose sight of the outcome
The argument develops across the series, but each article can be read on its own. Links below open the full article on Substack.
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Designing for accountability when nobody owns the outcome — read on Substack
Responsibility can exist in each component and still disappear across the whole service.
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The Service Factory — read on Substack
The production-system logic behind transactional public services.
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When Services Become Factories — read on Substack
How policy, funding, measures and boundaries turn that logic into operating practice.
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Beyond the transaction — read on Substack
Why continuity and time belong in our definition of a service.
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What it means to be of service — read on Substack
Stewardship and continuing responsibility made tangible.
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Good Services Come From Good Organisations — read on Substack
Service quality depends on organisational capability, culture and permission.
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We don't need a better candle, we need electricity — read on Substack
Looking beyond improved interfaces towards different systems and relationships.
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Gateshead revisted — read on Substack
Moving judgement, authority and the scope of work closer to the relationship with the person.