Quality defined by public service users - The case of the Avon Probation Service

Avon Probation Service and Bristol Business School have developed a means of assessing user-defined quality of service provision. Building on that work, this article reports on an attempt to involve 'customers' in devising criteria by which they can judge the performance of a public service. It begins with a review of the debate about quality in public service management, arguing that it is a mistake to import uncritically 'business' approaches to quality into the public services. The impossibility of defining a uniform set of expectations of the probation service's role is a major reason why conventional notions of quality cannot be grafted directly on to public service management. The case study of the probation service suggests broader lessons for public services which wish to involve users in addressing quality issues.