University of Bath School of Management University of Bath School of Management

Designing Effective Service Recovery Interventions

Designing Effective Service Recovery Interventions

Research conducted at the University of Bath has helped in the design and implementation of effective service recovery interventions, leading to improvements in the delivery of public services. The research has addressed an on-going question for changes to service delivery: what can be done by central government when it determines that local government performance is unacceptable? The findings of a detailed empirical study of English and Welsh central government interventions led to a typology of intervention options designed to guide actions based on the type of problem and the improvement capability available.

Recommendations from the research have led to improvements in the effectiveness of Welsh Government interventions when local government service delivery is (or is at risk of) failing. The research has established a set of pragmatic operating principles for all Welsh Government interventions with corresponding benefits for policy makers, practitioners, communities and citizens.