ICA 41st CONFERENCE
Dublin, Ireland, October 2007
Session 4: Keynote Speech. Building Trust in
Transformational Change Through a Focus on Public Value
Vivienne Jupp, Accenture
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ICA 41st Conference
Session 4
Keynote Address:
Building Trust in Transformational Change Through a Focus on Public Value
Vivienne Jupp, Accenture
Good morning ladies and gentlemen
Firstly I would like to thank the Chair of the ICA, Dr. Nachman Oran for his kind
introduction and indeed for the invitation to speak at your conference. And secondly I would
like to extend a warm welcome to all of the visitors to Ireland -- you are all very welcome
and trust you will get a chance to see and experience a little of what Ireland has to offer.
As just mentioned by Dr Oran, today I plan to address the concept of public service value
which has a key role to play in the government transformational agenda. By delivering public
value to citizens, government organizations ultimately build trust, confidence and respect
among citizens. To achieve the citizen's trust, there are certain key components required –
such as transparency, accountability and quality service to citizens. Building trust requires
that the government live up to the promises it makes. This can be in terms of the types of
services offered, the quality, the efficiency and the effectiveness -- in other words “public
service value.”
Firstly I will discuss government transformation before moving on to develop the concept of
public service value and why it needs to be a key outcome of any transformational program.
Throughout the world, governments are dealing with the implications of an ever more global
world. All governments are affected by the changing circumstances and shifts in both
geopolitical and economic power. The pressures these place on foreign policy, the role of
trade and finance, and the uses of technology and IT systems are unprecedented.
At a more local, but no less pressing level, the challenges are also immense. Part