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ItemNo Preview AvailableContracting personalization by results: Comparing marketization reforms in the UK and Australia(Wiley, 2020-04-07)Market instruments are increasingly used to drive innovation and efficiency in public services. Meanwhile, many governments recognize the need for services to be more personalized and ‘user-centred’. This was a key aim of major welfare-to-work reforms in both the UK and Australia over the past decade, which sought to achieve personalization through increasing service delivery by for-profit providers, contracted via Payment-by-Results. Drawing on three surveys of frontline staff, we show the impact of recent UK and Australian marketization reforms on frontline practices to consider whether the reform mix of increased commercial provision tied to Payment-by-Results has enhanced service personalization. We find that the UK's ‘black box’ model was associated with some increase in frontline discretion, but little evidence that this enhanced personalization, either compared to previous programmes or to Australia's more regulated system.
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ItemWelfare Conditionality and Blaming the Unemployed(SAGE PUBLICATIONS INC, 2020-03-01)Welfare recipients are increasingly subject to various forms of work-related conditionality that, critics argue, presuppose a “pathological” theory of unemployment that stigmatizes welfare recipients as de-motivated to work. Drawing on surveys of Australian frontline employment services staff, we examine the extent to which caseworkers attribute being on benefits to recipients’ lack of motivation, and whether this problem figuration of unemployment is associated with a “harder edged” approach to activation. We find that it is, although it is diminishing. This reflects how frontline discretion has become more routinized from the application of more intensive forms of performance monitoring and compliance auditing.
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ItemThe Category Game and its impact on Street-Level Bureaucrats and Jobseekers: An Australian Case Study(Cambridge University Press (CUP), 2019)A key question concerning the marketisation of employment services is the interaction between performance management systems and frontline client-selection practices. While the internal sorting of clients for employability by agencies has received much attention, less is known about how performance management shapes official categorisation practices at the point of programme referral. Drawing on case studies of four Australian agencies, this study examines the ways in which frontline staff contest how jobseekers are officially classified by the benefit administration agency. With this assessment pivotal in determining payment levels and activity requirements, we find that reassessing jobseekers so they are moved to a more disadvantaged category, suspended, or removed from the system entirely have become major elements of casework. These category manoeuvres help to protect providers from adverse performance rankings. Yet, an additional consequence is that jobseekers are rendered fully or partially inactive, within the context of a system designed to activate.
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ItemSelling the unemployed: The performance of bureaucracies, firms and non-profits in the New Australian 'market' for unemployment assistance(Wiley, 2000-01-01)Major changes to the organization of welfare programmes indicate the emergence of a new welfare state (NWS) model which claims to put an end to the traditional 'one size fits all' ideal of universality and standardization. The stated aim of such arrangements is to improve service for the client, reduce costs for the taxpayer and lift the performance of the system as a whole. The Labor government reform of the Australian employment assistance system between 1994 and 1996, and the Coalition's first modifications of this scheme in 1997, provide a means to investigate the performance of a NWS system which uses private and public agencies to provide a basic, mandatory employment assistance service. Using verified data on the comparative performance of public, private and non-profit agencies and qualitative data from a study of Best Practice among high-performing agencies, the study shows that this system produces greater service variation than the previous universal service system. Overall, the system also does better in achieving employment and education outcomes with long-term unemployed clients. However, the study shows that such outcomes differ between different classes of client and between different types of service provider. In particular, outcomes are lower for the more disadvantaged, and are higher for those who have training programmes available to support them.
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ItemMarkets, networks and the new welfare state: Employment assistance reforms in Australia(SAGE, 1999-04-01)Contemporary theoretical debates point to a transformation of societies and social organisations away from universal forms of mass production and consumption, organised through mass institutions, towards smaller, diversified, entrepreneurial units linked together by new forms of market and network co-ordination. This greater diversity is also held to be a feature of service users who require individually fashioned solutions to non-standard problems and tailored products for their different tastes. Applications of these accounts of social and economic transformation to the public sector propose similar patterns to those evident in private industry and in regional communities. The large, standardised bureaucracy is seen to give way to de-coupled, multiple agency models of service delivery within a new type of welfare state. The study uses interviews and surveys (n = 365) with service delivery staff in the Australian employment assistance sector where transformations of this type have recently been sponsored by government. These data indicate that many of the key propositions of the post-Fordist account are valid. Smaller, non-unionised units dominate the new order and services are devolved to the local level. However a number of the expected patterns of flexible specialisation, diversity and networking are not found, suggesting marked differences and possible tensions between public and private sector forms of organisational development in the new order.
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ItemGovernance, Boards of Directors and the Impact of Contracting on Not-for-profit Organizations - An Australian Study(WILEY-BLACKWELL, 2014-04-01)This article investigates strategic changes in the governance of not-for-profit (NFP) boards in response to Australia’s fully contracted employment services system. Of interest are changes in board demography, behaviour, procedures and dynamics, with special attention to the impact of those changes on boards’ identity as a representation of community interests. As Australia is in the vanguard of social service contracting, the Australian experience affords insight into the impact of contracting upon the identity of the NFP sector. We find that NFP directors operating in this quasi-market have come to define board ‘professionalism’ as the main strategic move to accommodate the increasingly commercial and competitive nature of contracting. Boards have adopted a more business-like view of how their agency should operate, changed their board’s skill set and utilized strategic recruitment processes, including selecting new board members based on perceived skill deficiencies of the current board and paying board members for their service. NFP boards have also introduced more comprehensive induction, training and evaluation systems. These findings provide Australian policymakers with evidence of the cultural impact of service delivery reforms on NFP agencies. They also afford leaders of NFPs an opportunity to reflect on important changes in the governance of their organizations, including the potential for ‘mission drift’ and loss of local forms of legitimacy.
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ItemNew public management and welfare-to-work in Australia: Comparing the reform agendas of the ALP and the Coalition(Taylor & Francis (Routledge), 2014-09-01)Since the 1990s, the adoption of new public management (NPM) as a management philosophy has translated into multiple waves of reform in the employment services sector in Australia, namely Working Nation (1994–96), Job Network (JN: 1996–2009) and Job Services Australia (JSA: 2009–present). Each wave has sought to improve the preceding policy. In this article, we examine changes implemented during the Rudd/Gillard Labor governments. Using government policy documents and survey data from frontline employment services staff, we compare JSA to JN against five benchmarks. Our data indicate that JSA has generated modest improvement. JSA is also a system with less emphasis on strong forms of sanctioning. Our combined data suggest that policy actors operating under NPM conditions are indeed able to influence specific aspects of frontline practice, but they must spend great effort to do so and must accept new imperfections as a consequence.
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ItemMission-drift? The Third Sector and the pressure to be business-like: Evidence from Job Services Australia(Australian and New Zealand Third Sector Research, 2014)Becoming more businesslike is seen by many not-for-profit (NFP) agencies as necessary for survival, if not expansion, under the conditions required by New Public Management (NPM). Charged with delivering social services in a competitive environment, NFP agencies must often compete with each other, and with for-profit (FP) organisations, in order to obtain and retain government contracts. While some things are known about why NFP agencies emulate FPs, and the means by which they do so, little is known about whether adopting a more businesslike approach yields benefits. In this study we compare attitudes to profit maximisation against other client-oriented goals among NFP agencies delivering contracted employment services in Australia. We find that profit-maximising attitudes have increased dramatically between 1998 and 2012. Yet despite this, we find no correlation between a profit-orientated disposition and the rate at which services improve for clients. We conclude that while becoming more businesslike might be beneficial for a host of reasons, it does not appear to help agencies meet their key performance indicator: achieving positive outcomes for those they seek to serve.
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ItemIntroduction: Markets and the New Welfare - Buying and Selling the Poor(Wiley-Blackwell Publishing, 2014)With welfare reformers in almost every country experimenting with forms of privatization and what its advocates have called ‘supervisory approaches to poverty’ or ‘a new behaviouralism’, it is timely to present this special edition of Social Policy & Administration. Dedicating a volume to the governance of quasi-markets in welfare services attests to the momentous nature of the radical re-design the welfare state has undergone over the past two decades. A similar reinvention has occurred across numerous policy fields and has affected most social services. Yet nowhere have the changes been more radical, and the results more pronounced, than in the realm of welfare-to- work, employment services privatization and jobseeker activation. All too often, social policy commentators are forced to lament that reforms were ‘oversold’ by policymakers, that things at the local level did not change all that much, or that major parts of the reform agenda of governments were effectively subverted by system inertia. Not in the case of employment services.
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ItemQuasi-Markets and Service Delivery Flexibility Following a Decade of Employment Assistance Reform in Australia(CAMBRIDGE UNIV PRESS, 2011-10-01)In 1998, we were witnessing major changes in frontline social service delivery across the OECD and this was theorised as the emergence of a post-Fordist welfare state. Changes in public management thinking, known as New Public Management (NPM), informed this shift, as did public choice theory. A 1998 study of Australia’s then partially privatised employment assistance sector provided an ideal place to test the impact of such changes upon actual service delivery. The study concluded that frontline staff behaviour did not meet all the expectations of a post-Fordist welfare state and NPM, although some signs of specialisation, flexibility and networking were certainly evident (Considine, 1999). Ten years on, in 2008, frontline staff working in Australia’s now fully privatised employment sector participated in a repeat study. These survey data showed convergent behaviour on the part of the different types of employment agencies and evidence that flexibility had decreased. In fact, in the ten years between the two studies there was a marked increase in the level of routinisation and standardisation on the frontline. This suggests that the sector did not achieve the enhanced levels of flexibility so often identified as a desirable outcome of reform. Rather, agencies adopted more conservative practices over time in response to more detailed external regulation and more exacting internal business methods.