Quality and Decentralisation: are they connected?

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Abstract
This article brings together the author’s own research and management experience of front-line local government service and ideas from a wide variety of other sources to explore two fashionable trends: decentralisation and quality. It argues that both imply a shift towards consumer oriented service delivery and that they are interconnected. Some important factors — notably, issues of organisational change and culture — can impede the successful implementation of either policy. However, using the definition of quality synthesised here, the article suggests a rule of thumb for local authorities (and possible other public sector bodies) to use when deciding whether — and what services — to decentralise in the name of improved service delivery.

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