Why is it hard to know if you are making a difference in public services? What can you do about it? Public services throughout the world face the challenge of tackling complex issues where multiple factors influence change. This book sets out practical and theoretically robust, tried and tested approaches to understanding and tracking change that any organisation can use to ensure it makes a difference to the people it cares about. With case studies from health, community, research, international development and social care, this book shows that with the right tools and techniques, public services can track their contribution to social change and become more efficient and effective.
1. Why is it so hard to know if you are making a difference? 2. Why complexity thinking can help you understand public services 3. What data and evidence do you need to see what difference you are making? 4. Owning your initiative's outcomes and impacts 5. Embrace the complex context 6. Clarify the change you want to see 7. Get going on your data, evidence and feedback improvement journey 8. Tracking progress towards outcomes and impacts 9. Telling the story of the difference your work makes 10. Using this approach in different contexts and sectors 11. Becoming an outcome- and impact-focused organisation
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