New development: Using the Vanguard Method to explore demand and performance in people-centred services

Rick Hood, Brendan O’Donovan, Jo Gibson and Dermot Brady

Public Money & Management, 2021, vol. 41, issue 5, 422-425

Abstract: Demand is rising for people-centred services in areas such as health, social care and housing. Such services generally seek to manage demand through layers of triage and assessment, reserving their specialist functions for people assessed with complex or acute needs. This article draws on the experience of managers from a range of public and voluntary sector organizations, who, as part of a postgraduate university course, used the Vanguard Method to explore demand and performance in their services. Their work suggests that excessive focus on gatekeeping and functional specialization is preventing services from understanding their users, which unwittingly helps to drive up demand. The authors discuss the prospect of designing services that reduce demand by becoming more people-shaped.

Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/09540962.2020.1815367 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:pubmmg:v:41:y:2021:i:5:p:422-425

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/RPMM20

DOI: 10.1080/09540962.2020.1815367

Access Statistics for this article

Public Money & Management is currently edited by Michaela Lavender

More articles in Public Money & Management from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().